Notices

In short: A notice is a short fact that holds for a while: a delay, a closure, a colleague who is away. aishaa uses notices in its replies and your team sees them in the ticket. Each notice switches on and off by itself on its dates. If the team has kept telling customers the same thing over the last few days, aishaa suggests a notice itself; it only takes effect once someone accepts it.

Where to find this

Go to Organisation > Intelligence > Notices. Notices belong to the account: a notice holds for all organisations in the account or only for the organisations you choose.

You also see notices in these places:

• Dashboard: the Current now block with what holds now and what aishaa proposes.
• Ticket: a Current line above the conversation with the notices that hold today for the ticket’s organisation.
• Message menu in a ticket: Make a notice turns a message into a notice.

Who: creating and changing notices and deciding on proposals is possible from the Organisation admin role. A notice for all organisations requires that right in every organisation of the account. Anyone who can view tickets (from the Viewer role) sees the notices on the dashboard and in the ticket.

The Notices page with the New notice button, a list of notices with, per notice, the chip Current or Proposed by aishaa, the Internal padlock, the end date and the buttons Extend 7 days, End and Make permanent, and at the bottom the Show ended notices switch, menu Organisation > Intelligence > Notices.

Creating a notice

1. Click New notice.
2. Fill in the fields (see the table below).
3. Click Save. You see Notice saved.

The New notice dialog with the Notice text field, the choice Customers may hear it or Internal only, Holds for, the date fields From and Until and including and the chips 1 week, 2 weeks, 1 month and No end date.

Write a notice factually: what is going on and what the customer can expect. For example: “The supplier is delayed; orders ship from 13 October.”

Creating a notice from a message

1. Open the ticket and open the message’s menu.
2. Choose Make a notice.
3. The dialog opens with the text you had selected in the message, or otherwise with the whole message. The notice then holds only for the ticket’s organisation. Adjust the text and the dates and click Save.

How aishaa uses notices

• Every notice that holds today for a ticket’s organisation is given to aishaa as a possible source when it writes a reply. It only uses the notices that fit the customer’s question.
• aishaa also sees the last day of a notice.
• aishaa takes a notice marked Internal only into account, but never tells it to the customer as such.
• “Today” is the date in the organisation’s time zone. The first and the last day both count. A notice switches on by itself on the From day and switches off by itself after the Until and including day.
• In the sources of a proposal, a notice that was used is shown with the label Current, so you can see where a sentence comes from.
• aishaa never sends a notice to customers by itself. If you want to inform many customers at once, use Bulk messages.

Notices in the ticket and on the dashboard

• In the ticket, the Current line above the conversation shows the first notice that holds today, and a counter if there are more notices (for example +2). Click it to see them all, with their end dates. An internal notice has a padlock.
• On the dashboard, the Current now block shows at most three notices for the organisations you work in. Whatever is waiting for a decision (a proposal from aishaa, a suggestion or the question whether a notice is still right) is at the top, with the buttons next to it. With All notices or (n) more you go to the Notices page. If there are no notices, you do not see the block.

Statuses

Each notice has a chip with its status:

A notice is never deleted. You see ended, rejected and permanent notices with the Show ended notices switch at the bottom of the page. If the account has more than one organisation, each notice shows which organisations it holds for.

What you can do with a notice

If a notice has been without an end date for 30 days, aishaa asks: Has held without an end date since (date). Is it still true? Extend it, end it or make it permanent.

Notices that aishaa suggests

Every day aishaa reads the replies from the last 10 days in which its proposal missed something the team did know.

• New notice: if at least three different replies said the same thing about an ongoing situation, aishaa proposes a notice for that organisation, with an end date of at most 21 days. The proposal says why, for example The team told 4 customers this in the last 10 days, and aishaa did not know it yet. aishaa proposes at most three new notices at a time.
• End: if at least two replies contradict a notice, aishaa suggests ending this notice appears on that notice, with End and Dismiss.
• Make permanent: if a notice reads like a lasting rule, aishaa suggests making this permanent appears, with Make permanent and Dismiss.

Nothing takes effect by itself. aishaa only uses a proposed notice after Accept. With Dismiss the notice stays as it was.

You can also propose notices via the connection with Claude or ChatGPT. Such a notice starts as a proposal and only takes effect once someone accepts it in aishaa. See Connect aishaa to Claude or ChatGPT (MCP).

Making a notice permanent

If a notice will always hold from now on, it no longer belongs as a notice but in a lasting place, for example in the writing style, the instructions of the agent or the organisation, a topic rule or the organisation information.

1. Click Make permanent on the notice. You see aishaa is looking for a lasting place…
2. aishaa proposes a change. It is shown on the notice under Proposed lasting place. If the notice holds for the whole account, aishaa chooses a place that the whole account shares, such as the instructions of the agent.
3. Click Approve and end the notice. The change is applied and the notice gets Made permanent.

If you turn down the proposal with Reject, the notice simply keeps holding and you can try again later. If aishaa proposes nothing, you see aishaa did not propose a change: with the reason, and the Make permanent button to try again. Approving the lasting place is possible from the Organisation admin role (Someone with the AI settings right approves this.).

Good to know

• Notices replace the former news field for the AI. A text from that old field is now a notice marked From the former news field.
• Every change to a notice appears on the Changes page with the type Notice. See Changes and reverting.
• You cannot lock a notice.
• Lasting details such as addresses and opening hours belong in Organisation information. Knowledge that applies to one topic, such as a price or a time limit, belongs in What aishaa knows. Detailed policy belongs in Knowledge documents.

Related

• What aishaa knows
• Organisation information
• Knowledge documents
• Tell aishaa
• Changes and reverting
• Bulk messages: one message to many customers
• Connect aishaa to Claude or ChatGPT (MCP)