Documentation / Chat and collaboration
aishaa on this ticket
In short: If you have a ticket open, you can ask aishaa something about that ticket in the dock at the bottom right, or tell her what to do. She looks into it and replies in a thread that belongs to the ticket and that all your colleagues on that ticket can see. Whatever she prepares (a reply text, a WhatsApp template, an action) is always a proposal: nothing happens until a person clicks on it.
Where to find this
Open a ticket via Tickets and look at the aishaa and chat dock at the bottom right. In the bar on the left-hand side of the dock there is a ticket icon with the number of the ticket you have open; the tooltip is aishaa on this ticket with that number. Click it and the conversation about this ticket opens in the dock. How to open, pin or bring back the dock is explained in The dock: aishaa, chat and Now.
Who: everyone from the Viewer role can read along, and asking questions is possible from the Agent role. You do not need permission for the internal chat: anyone who may view the ticket reads the thread, and anyone who handles tickets may ask aishaa something. The conversation belongs to the ticket and therefore to the organisation of that ticket.
The aishaa and chat dock at the bottom right of an open ticket, with the ticket icon and the ticket number in the left-hand bar and the tooltip aishaa on this ticket.
The thread is shared
Above the conversation is the subtitle Shared with everyone on this ticket. So this is not a private conversation: every colleague who opens the ticket sees the same thread, including the questions and answers from before their own turn. That is the point, so that nobody has to look up the same thing twice.
As long as there is nothing in the thread yet, you read: Ask aishaa about this ticket, or tell her what to do: look something up, prepare an action, write a reply.
The thread is meant for the work on this ticket. Emoji reactions, editing messages and withdrawing messages do not work here; use the internal chat for that.
The aishaa on this ticket conversation with the subtitle Shared with everyone on this ticket, a question from a colleague, aishaa’s progress line and her answer with reference chips and the Helpful and Not helpful thumbs.
Asking a question
- Type your question or instruction in the Ask aishaa about this ticket… field. A question can be at most 4000 characters long.
- Add a file if you want with the paperclip icon Attach file, or paste a screenshot straight into the input field. You can also drag a file onto the thread; you then see Drop to attach.
- Send it with Enter or the Send button. Shift+Enter starts a new line.
Whatever you have already typed in the ticket’s reply field goes along with your question. An instruction such as “make this shorter” or “have another look at this” therefore works without you having to paste the text again.
What you can ask aishaa
On this ticket, aishaa works with what she can read and what she can prepare:
- propose a reply text for the customer, in the language and the tone of the conversation;
- search the knowledge base and read a whole knowledge document;
- read the aishaa manual, so she can answer questions about aishaa itself;
- search the web and read a web page;
- search this customer’s earlier conversations and the organisation’s earlier conversations;
- read how the team usually handles this kind of question;
- explain how aishaa’s reply proposal on this ticket came about;
- look up data in a connected plugin, and prepare an action in such a plugin;
- prepare the status, the assignment, labels, a customer note, a snooze and a message to an external party;
- link this ticket to another ticket or merge the two;
- change customer details, for example adding a name, an email address or a phone number;
- prepare a WhatsApp template;
- pass on a lasting working agreement (“remember this from now on”), which reaches the admins as a proposal.
Everything aishaa does here is a proposal. Nothing changes about the ticket, the customer or your settings as long as nobody clicks on it. That applies to a reply text too: it goes into the ticket’s reply field, and you send it yourself.
If aishaa cannot do something, she says so in the thread. She also records that she could not do it, so the team sees what is still missing.
Watching live while she works
Below the conversation it says aishaa is working…, and at each step you see what she is doing at that moment. These are the lines you may come across:
| Line | What she is doing |
|---|---|
| aishaa is searching the knowledge base… | She is searching your knowledge documents. |
| aishaa is reading the aishaa manual… | She is looking for the answer in the aishaa manual itself. |
| aishaa is looking at (website)… | She is reading a web page. |
| aishaa is searching the customer’s conversations… | She is looking in this customer’s earlier tickets. |
| aishaa is searching the organisation’s earlier conversations… | She is looking in earlier tickets of the whole organisation. |
| aishaa is checking how the team usually handles this… | She is reading what aishaa has learned from the team’s earlier work and what she knows about the topic. |
| aishaa is looking at how the composer came to its reply… | She is looking at how the reply proposal on this ticket was built up. |
| aishaa is fetching data from (plugin)… | She is looking up data in that connected system. |
| aishaa is preparing an action in (plugin)… | She is preparing a plugin action for approval. |
| aishaa is preparing a card… | She is preparing a card in the thread. |
| aishaa is writing a reply… | She is writing a proposal for the reply to the customer. |
You can simply carry on working in the meantime. If you close the dock or go to another ticket, the answer stays in the thread.
The cards in the thread
If aishaa prepares something, it appears as a card in the thread. There are three kinds.
Reply text
A proposal for the reply to the customer appears as the card Reply text, with the text in it and the Put in draft button. If you click it, aishaa puts the text in the ticket’s reply field and the card changes to Placed in the draft. After that you read the text through, adjust it and send it yourself. See Replying to a ticket.
The Put in draft button is only there as long as you have the ticket open yourself. If you read the thread somewhere else, you do see the proposed text, but you cannot put it in the reply field.
The Reply text card in the conversation on a ticket, with the proposed text and the Put in draft button.
WhatsApp template
In a WhatsApp conversation where the reply window is closed, aishaa proposes a template. The card is called WhatsApp template: (name) and shows a preview of the message, with the same Put in draft button. If a free message is possible at that moment, the reply field does not take the template and you see: The composer takes a template only when the 24-hour window is closed; a normal reply is possible now. See WhatsApp templates.
Plugin action
If aishaa prepares an action in a connected system, the thread shows exactly the same action card as the ticket’s action list. It really is the same action: approving, running or rejecting works here just as it does there, and both places update live. If the action has since disappeared or has already been handled, it says This action is no longer available. How to review an action is explained in Reviewing and starting actions on the ticket. Everything across the whole account that is waiting for a person can also be found in To do.
References: what the answer is based on
Where aishaa took something from, her text shows a chip with the title of that source. Click it and you see a small card with the kind of source, the title and the snapshot of the text as it was when she wrote the answer. For a ticket, a knowledge document, the aishaa manual and a web page, the Open button is below it, which opens the source in a new tab or in a window. When opening, aishaa checks again whether you are allowed to see that source.
| Kind | What it is about |
|---|---|
| Ticket | Another ticket in your organisation. |
| Knowledge document | A document from your knowledge base. |
| Learned by aishaa | Something aishaa has learned from the team’s earlier work. |
| Topic knowledge | What aishaa knows about a support area or query pattern (see What aishaa knows). |
| Action | An action on a ticket. |
| aishaa manual | An article from the aishaa manual. |
| Web page | A page on the internet. |
| Record | A record from a connected plugin, for example an order or a case. |
| Composer run | The build-up of a reply proposal on this ticket. |
Let her know whether the answer was right
Below each answer from aishaa there are two thumbs: Helpful and Not helpful. Click Helpful if the answer helped you on. With Not helpful you choose a reason:
| Reason | When |
|---|---|
| Not correct | The content is wrong. |
| Tone | The tone or the wording does not fit. |
| Wrong record | She used the wrong record, for example the wrong order or the wrong customer. |
| Other | Something else. |
Take back removes your rating again. An action card has no thumbs; you rate that by approving or rejecting the action itself.
Good to know
- Per ticket, aishaa works on one question at a time. While she is busy, the Send button is disabled; if your message does get in between, you see aishaa is still answering the previous question. Wait for the answer and then send your question again.
- If answering fails, it says Sorry, that didn’t work out. Please ask again in a moment. Nothing has then changed about the ticket.
- If aishaa cannot answer temporarily, she says so in the thread. Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- aishaa reads images and PDFs attached to your question, for example a screenshot of an error message or a scanned letter. Per question she reads at most five of those files, each up to 10 MB. Other file types stay in the thread as an attachment but are not read.
- If you ask aishaa to remember a lasting working agreement, that comes back as a proposal in the thread and someone with the right to the AI settings decides on it. See aishaa in chat: instructions and proposals.
- The conversation on a ticket is not the same as the aishaa conversation in the chat. The latter is about how your customer service should work, not about one ticket.
- The conversation on a ticket works on a computer or a wide screen. On a phone the dock does not open; use the ticket itself there and come back later for the thread.
- Questions for the aishaa team do not belong in this thread. Use the aishaa support conversation for those.