Documentation / AI configuration
What aishaa knows
In short: aishaa keeps short facts per topic, each in one sentence: a price, a deadline, a rule, a procedure. It learns those facts from what colleagues change in its proposals before they send the reply, never from one single case or one single customer. On the What aishaa knows page you see the rules of the organisation and the facts per topic, you add facts yourself, correct them or take them away, and you decide which fact is right when two facts contradict each other.
Where to find this
Go to Organisation > Topics > What aishaa knows. Choose the organisation at the top. The page opens on the topic aishaa most recently learned something about.
Who: from the Organisation admin role. The facts apply per organisation: what aishaa learns for one organisation, it does not use for another organisation in the same account.
If there are open contradictions, an orange counter appears after What aishaa knows in the menu ((n) contradictions to settle).
The What aishaa knows page with the topics on the left (support areas with their query patterns and a count per topic), a selected topic on the right with the Rules of the organisation, Facts and Add a fact blocks, menu Organisation > Topics > What aishaa knows.
Reading the page
On the left are the organisation’s topics: the support areas from the taxonomy, with their query patterns below them. Use Search topics to search by name. Behind a topic you see how many facts and rules apply; a topic without facts or rules is shown lighter. If the organisation has more than one domain profile, choose the Domain profile at the top. Refresh reloads the page.
Click a topic. On the right you see the name (for a query pattern, with the support area above it), the date Last learned (date) and three blocks:
| Block | Content |
|---|---|
| Rules of the organisation | The topic rules you have set yourselves. A rule that applies to the whole support area has the label Whole support area. If there are none, it says The organisation has no rules of its own for this topic. |
| Facts | The facts that currently apply, with their number. If aishaa knows nothing yet, it says aishaa knows nothing about this topic yet. It learns as soon as a colleague corrects a reply, or add a fact yourself below. |
| Add a fact | The form to record a fact yourself. |
Below that, if there are any, is the collapsible block Earlier ((n)) with facts that no longer apply.
What a fact is
A fact is one statement of at most 400 characters about one topic. A fact on a query pattern applies only to that kind of question. A fact on a support area applies to all questions under it and appears with those questions with the label Whole support area.
Every fact has a kind:
| Kind | Meaning |
|---|---|
| Fact | How something is: a price, a deadline, a contact person, where something can be found. |
| Rule | What the team decides in such a case: a policy, a limit, an exception it never makes. |
| Procedure | How the team handles it: the steps, who does what, what it asks for. |
Every fact shows where it comes from:
| Origin | Meaning |
|---|---|
| Learned from a correction | aishaa learned it from a proposal that a colleague changed. There is a link Conversation #(number) to the ticket in which that happened. |
| Written by a colleague | Someone added or corrected the fact on this page. |
| From earlier memory | Taken over from the knowledge memory per topic that aishaa used to keep. |
You can also see with a fact:
- Holds through (date): after that day aishaa no longer uses the fact and it moves to Earlier.
- Confirmed (n)×: how often a later correction said the same thing again.
- To settle: the fact contradicts an earlier fact and is waiting for your choice.
- In (n) answers, (m) sent unchanged: how often replies with this fact were sent unchanged (see the section How a fact is measured).
Rules of the organisation always win
A topic rule is an instruction you have set yourselves for a topic, for example “Return labels are now free”. Facts are what aishaa knows; rules are what you instruct it to do. If they contradict each other, the rule wins. The page says so too: These always win over facts.
You do not change rules on this page. Click Change them through Tell aishaa; that opens the Changes page, where you ask aishaa to add or adjust a rule. See Tell aishaa.
How aishaa learns facts from corrections
Every reply aishaa writes starts as a proposal. When a colleague sends a reply that came from a proposal, aishaa looks once per proposal at what changed.
It learns nothing if:
- the reply was sent unchanged;
- aishaa sent the reply by itself (see Trust and letting an agent send by itself);
- there was no proposal;
- the customer’s message has no topic from the taxonomy.
If the colleague adjusted the proposal, rewrote it or did not use it, aishaa compares the customer’s message, its proposal and what the colleague sent with the facts and rules that already apply to the topic. From that it takes at most five facts per correction: a new fact, an existing fact that is confirmed again, or a correction of an existing fact. Usually a correction yields nothing reusable, and then aishaa learns nothing.
What never becomes a fact:
- anything about this one case: this order, this parcel, this delivery, this refund, its status or its dates;
- anything about the customer as a person;
- how the colleague worded something, greeted or signed off. aishaa learns tone and style in the writing style, see Writing styles;
- something that was only in the proposal and that the colleague left out, unless the reply shows it was wrong;
- something that is already in a rule of the organisation.
A statement with a long number (seven digits or more) is about one case and is always left out. A fact only gets an end date if the reply says it is temporary, such as a promotion or a closure during the holidays.
A new fact replaces the fact it corrects
Facts do not pile up:
- If a correction says the same as an existing fact, that counts as a confirmation. No second fact is added.
- If a correction makes an existing fact more precise or different, the new fact replaces the old one. The old fact gets the status Corrected and appears under Earlier.
Settling contradictions
Sometimes the new fact says exactly the opposite of the old one, for example “14 days” versus “30 days”, or “allowed” versus “refused”. A fact that only adds something (“30 days, unopened”) is not a contradiction. With a real contradiction the newest fact applies for the time being, and aishaa asks a person to decide.
Open contradictions are at the top of the page in the To settle block (Two facts say different things. The newer one holds until you choose.). For each contradiction you see the topic, a link to the conversation in which aishaa learned it, and the Earlier and Now lines.
The To settle block at the top of the What aishaa knows page with one contradiction: the Earlier and Now lines and the The new one is right and The earlier one was right buttons.
| Button | What happens |
|---|---|
| The new one is right | The new fact keeps applying; the old one stays Corrected. |
| The earlier one was right | The old fact applies again; the new one is taken away. This button does not work if the old fact is no longer available (then Earlier shows No longer available). |
You see Settled. and the counter in the menu goes down. If you correct a fact that is waiting for a decision yourself, the question is settled as well.
Adding a fact yourself
- Choose the topic on the left.
- Under Add a fact, fill in the field What should aishaa know?. Write one statement, for example “Orders placed before 17:00 leave the same day.”
- Choose the Kind: Fact (default), Rule or Procedure.
- Optionally fill in Holds through (optional). After that day the fact stops by itself.
- If you are on a query pattern and the fact applies to the whole support area, switch on Holds for the whole support area.
- Click Add. You see Fact added.
Correcting or taking away a fact
- Correct: click the pencil next to the fact, adjust the text, the kind or the end date and click Save. You see Fact saved. The corrected fact replaces the old one; the old one appears under Earlier as Corrected.
- Take away: click the bin icon and confirm in the dialog Take this fact away? (aishaa stops using it. You can still see it under Earlier.) with Take away. You see Fact taken away.
Under Earlier ((n)) are the last 20 facts that no longer apply, with their status (Corrected or Taken away), the date and a link to the conversation they came from. A fact whose end date has passed appears there too.
What an agent gets to see of this knowledge
For every customer message, the agent that replies gets, for at most three topics of the message:
- the rules of the organisation for that topic;
- at most 15 facts that currently apply: first those of the query pattern itself, then those of the support area, and within that the most often confirmed first.
You set per agent which memory it reads. Open the agent via Account > Agents, tab Knowledge, section Memory (What this agent remembers beyond the conversation. The organisation’s rules per topic and colleagues’ notes about a customer always reach the agent.):
| Switch | Meaning | Default |
|---|---|---|
| What the team knows per topic | The facts on this page. | On |
| Earlier answers of the team | How the team answered similar questions before. | On |
| The customer’s earlier conversations | What happened in earlier conversations with this customer. | On |
If you switch off What the team knows per topic, the agent still gets the rules of the organisation, but not the facts. See AI agents.
How a fact is measured
aishaa remembers which facts the agent had in front of it for each proposal. A fact therefore shows, for example, In 12 answers, 9 sent unchanged: in 12 proposals in which this fact counted and that a colleague sent, the reply went out unchanged 9 times. Replies that aishaa sent by itself do not count. This shows you which facts help and which you had better correct or take away.
You see it in the ticket too. The sources of a proposal include a source with the label Team knowledge. Under Rules of the organisation and What the team knows it shows what the agent had in front of it. A fact that has been corrected since has the label corrected since. See what aishaa knows takes you to this page.
Good to know
- A fact that aishaa learns is used straight away; there is no approval step. That is why every contradiction is at the top of the page, and why you can correct or take away any fact.
- What aishaa learns appears on the Changes page with the source Learned by aishaa. What a colleague adds, corrects or takes away on this page appears there as Team fact. See Changes and reverting.
- If the top of the page says (n) topics still use their earlier memory until it is carried over into facts., aishaa still reads the old knowledge text for those topics. After the carry-over, the usable parts appear as facts with the origin From earlier memory. aishaa does not take over contradictory, rare or weakly supported parts.
- Facts are meant for knowledge that applies to all customers with the same question. Data of one case (an order, a delivery) belongs in a connected system. Something that applies to the whole organisation for a few days or weeks, such as a delay, goes in Notices. Extensive policy belongs in Knowledge documents.
- Through the connection with Claude or ChatGPT you can request the rules and facts per topic, see Connect aishaa to Claude or ChatGPT (MCP).
- You cannot lock a fact. The history of a fact is in Changes and under Earlier.