Documentation / Chat and collaboration
Reach the aishaa team
In short: If you have a question for the aishaa team, ask it in the chat in the aishaa support conversation. That conversation is always at the top of your conversation list and is your own line to the team. You can also email support@aishaa.nl. On the Support page (menu Support) you also read the news from aishaa and open the documentation.
Where to find this
- Chat > aishaa support: the conversation at the top of the conversation list with the text Reach the aishaa team with any question.
- Support (at the bottom of the main menu): the Support page with the tabs News, Documentation and Contact aishaa team.
- Email: support@aishaa.nl.
Who: everyone, from the Viewer role. The aishaa support conversation is personal: every user has their own conversation with the whole aishaa team, which colleagues cannot see.
The aishaa support conversation
This is the quickest way to reach the aishaa team.
- Go to Chat.
- At the top of the conversation list, click aishaa support. The conversation is created on your first visit.
- Type your question in the Write a message… field and send it with Enter or the Send button. A message can be at most 8000 characters long.
A reply from the team appears in the same conversation. You recognise it by the name of the team member followed by the label aishaa. The team can also start the conversation itself, for example to let you know something.
The aishaa support conversation in the Chat menu: the name aishaa support at the top, a question from the user and a reply from a team member with the label aishaa after the name.
This is how you know there is a reply:
- The aishaa support row in the conversation list shows a badge with the number of unread messages. The chat icon in the top bar of aishaa counts them too.
- If you are not active in aishaa and push notifications are switched on, you get a push notification on your device. See Notifications.
Tips for a quick answer:
- Mention the ticket number if your question is about a ticket, for example #1234, and the organisation the ticket belongs to.
- Describe what you expected and what happened instead, and when.
In the aishaa support conversation you cannot attach files. If you want to send a screenshot, email it to support@aishaa.nl. If you would rather not get push notifications from this conversation, choose Mute notifications in the three-dot menu.
The Support page
At the bottom of the main menu is Support. It opens the Support page with three tabs.
| Tab | What you find there |
|---|---|
| News | All news items from aishaa, newest at the top (see below). |
| Documentation | The introduction to this documentation (Everything about working with aishaa, from connecting your first channel to configuring the AI agents, explained step by step. Each article states from which role you can use the feature.) with the Open the documentation button, which opens the documentation in a new tab. |
| Contact aishaa team | The text Ask your question in the chat with the aishaa team. We answer there, and you see our reply right in aishaa., the Chat with the aishaa team button and the email address support@aishaa.nl. |
The Chat with the aishaa team button opens the same aishaa support conversation as in the chat and the dock. There is no separate message form or call-back request.
The Support page (Support menu) with the tabs News, Documentation and Contact aishaa team, with the contact tab open, the text about the chat, the Chat with the aishaa team button and the email address support@aishaa.nl.
News from aishaa
The aishaa team publishes news items, for example about new features. This is how you see them:
- In the dock: a new item appears once, briefly, above the round button at the bottom right and then stays under Now as a New at aishaa card, with Read and Dismiss. See The dock: aishaa, chat and Now.
- On the Support page, News tab: all items that have appeared, with the date. What you have not read yet has the label New; an important item has the label Important. As long as there are new items, Support in the menu shows a badge with the number. If there are no items yet, it says No news yet.
- By itself: an important item opens by itself once per session when you are on the dashboard. Never on a ticket and never during a phone call.
A news item opens in a window with aishaa news and the date at the top. At the bottom, you answer Was this useful? with Useful or Not useful. Got it marks the item as read; if there are more new items waiting, the button is called Got it · next ({number}) and you go straight on to the next one. If you close the window with Close, the item is no longer new afterwards either. You can always read any item again on the News tab.
The News tab on the Support page with a list of news items from aishaa, newest at the top, with the date and the labels New and Important.
The documentation in the app
Besides the Support page, you can also open the documentation directly from the screen you are working on.
- The bar at the top of aishaa has a help button with a question mark. It opens the article that belongs to the page you are on, in a new tab. The tooltip names the article: Help for this page: (title). If there is no article for that page, the button opens the documentation overview and the tooltip says Open the documentation.
- aishaa can read the documentation itself. If you ask in the aishaa conversation or via Tell aishaa how something works, it looks up the article and quotes from it. The documentation explains how aishaa works; it is never a reason to change your settings.
By email
You can also email the aishaa team at support@aishaa.nl. This is useful if you want to send an attachment, such as a screenshot, because you cannot do that in the aishaa support conversation.
Good to know
- The aishaa conversation (with the text Tell aishaa how to handle your customer service) is something else: there you talk to aishaa’s AI about your settings, not to the team. See aishaa in chat: instructions and proposals.
- The aishaa support conversation does not disappear from your list and you cannot leave it; it is always there, even if you have never used it.
- Do you want a feature activated, a phone number connected, an extra organisation or an import key? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
- There is no phone number for the aishaa team in the app and no call-back request. Ask your question in the aishaa support conversation or by email.