Documentation / Help and troubleshooting
Contact support
In short: If something in aishaa does not work as you expect, ask your question in the chat in the aishaa support conversation or email support@aishaa.nl. Include the ticket number, the organisation, the time and a short description. If it is about the content of a proposal or another choice aishaa made on one ticket, use the Feedback button on that ticket.
Where to find this
- Chat > aishaa support: the conversation at the top of the conversation list. This is the quickest route.
- Email: support@aishaa.nl. Use email if you want to include a screenshot or other file; you cannot do that in the aishaa support conversation.
- Tickets > (open ticket) > Feedback: for feedback about what aishaa did on one ticket.
Who: everyone, from the Viewer role. The aishaa support conversation is personal: colleagues do not see your conversation with the team. The Feedback button on a ticket is available from the Agent role.
How the aishaa support conversation and the Support page work exactly is explained in Reach the aishaa team. This article is only about what to report when there is an issue or problem.
Check for yourself first
Many problems have a cause you can see and solve yourself. There are two quick ways to find the explanation for your screen:
- 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 (tooltip Help for this page: (title)). If there is no article for that page, the button opens the documentation overview (Open the documentation).
- The Support page (menu Support) has the Documentation tab with the Open the documentation button.
You can also ask aishaa: she reads the documentation herself and quotes from it in the aishaa conversation and in Tell aishaa.
Otherwise, look at the article that fits your situation:
| Situation | Article |
|---|---|
| A customer’s email does not come in, or a reply is not being sent | Email not arriving or not being sent |
| There is a red bar about the WhatsApp connection, or WhatsApp messages no longer come in | WhatsApp connection lost |
| aishaa does not prepare a proposal on a ticket | aishaa does not create a proposal |
| There is news from aishaa, or there is an orange bar at the top of aishaa | Messages from aishaa in the app |
If you see the Sorry something went wrong screen, first try the actions the screen itself mentions: Refresh the page., Verify your internet connection. and Return to the Dashboard, or click Try again. If the screen keeps coming back, report it to the aishaa team with what you were doing when the error occurred and the time.
What to include
The aishaa team can only investigate a report once it is clear where and when it happened. So always include:
- The ticket number, for example #1234, if your report is about a ticket. The number is on the left of the ticket’s top bar and on the row in the ticket overview.
- The organisation in which it happened, if your account has more than one organisation.
- The time it happened, as precisely as possible (date and time). If it was about a message that did not arrive, also state the time the customer sent it and the customer’s email address or phone number.
- What you expected and what happened instead. Quote any error message word for word.
- A screenshot of the screen or the notice. Email it to support@aishaa.nl; you cannot attach files in the aishaa support conversation.
If you report an issue via the chat, you can send the screenshot separately by email with the ticket number in it, so the team can put the two together.
The aishaa support conversation in the Chat menu with an issue report from a user containing the ticket number, organisation, time and what went wrong.
Issue or feedback: which route to choose
| What is going on | Use |
|---|---|
| Something is not working: a message does not arrive, a page does not load, a button does nothing, a connection has been lost | The aishaa support conversation or support@aishaa.nl |
| aishaa did something unexpected on one ticket: a wrong proposal, a wrong label, a wrong language, an order not found | The Feedback button on that ticket, see Giving feedback on a ticket |
| 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. |
| You want to tell aishaa how your customer service should work, for example a new returns rule | Not the aishaa team, but the aishaa conversation in the chat or Tell aishaa. See aishaa in chat: instructions and proposals. |
The feedback button on a ticket links your comment directly to that ticket, including the proposal aishaa wrote. That gives the team all the context straight away; you do not need to mention the ticket number separately.
How you know the team has replied
- In the chat: the aishaa support row shows a badge with the number of unread messages and the chat icon in the top bar counts them too. If you are not active in aishaa and push notifications are on, you get a push notification. See Notifications.
- By email: the reply arrives in your own mailbox.
- Feedback via the Feedback button does not automatically get a reply in aishaa. If you want a response, also ask your question in the aishaa support conversation.
Good to know
- There is no phone number for the aishaa team in aishaa and no call-back request. The Contact aishaa team tab on the Support page takes you to the aishaa support conversation with Chat with the aishaa team. See Reach the aishaa team.
- The Support page has the tabs News (aishaa news, see Messages from aishaa in the app), Documentation and Contact aishaa team. There is no list of frequently asked questions and there are no instruction videos.
- There is no aishaa status page in the app. You recognise an announced interruption by the orange bar New version coming soon. at the top of every page. See Messages from aishaa in the app.
- Do not include passwords, API keys or other secrets in a report.
- A message in the aishaa support conversation can be at most 8000 characters long. If your report is longer, split it into several messages or use email.