Plugin settings: customer data, catalogues and actions
In short: Under every integration on the plugin page you find the settings for that integration. Under Customer records you choose whether aishaa retrieves the customer’s records automatically when a ticket is opened, only on request, or not at all. If the integration supplies catalogues, the Catalogues block appears below it. Under Actions you decide, per action, from which role it may be run, or that the action is switched off entirely.
Where to find this
Go to Organisation > Plugins, click the card of the integration and look for the Connected accounts block. Under each connection you find the blocks Customer records, and, if the integration offers them, Catalogues and Actions.
Who: from the Organisation admin role upwards. The settings apply per connection, within the organisation. If a connection is shared with the whole account, only an Account admin can change them; for everyone else they are read-only.
Which blocks you see depends on the integration. Customer records is always there. Catalogues and Actions are only there if the integration offers catalogues or actions.
Customer records: when aishaa looks up the customer
The Customer records block (help text: When this connection looks up the customer’s records for a ticket.) has one drop-down list.
| Option | Meaning |
|---|---|
| Automatically when a ticket opens | As soon as someone opens the ticket, aishaa looks up the customer in your system by email address or phone number. The records found appear right next to the ticket and the AI uses them when replying. |
| On request, and when the AI needs it | aishaa only retrieves the records when a colleague asks for them in the ticket, or when the AI needs them to reply. |
| Off | aishaa does not look up anything in this system. |
If you choose Off, the warning Switched off, the AI and the action review work without this system’s records, and references from it cannot be searched. appears. The AI then replies without the data from this system, and an order or file number from this system can no longer be found in aishaa.
Your choice is saved immediately.
The Customer records block under a connected account on the plugin page, with the drop-down list Automatically when a ticket opens, On request and Off, and the warning shown for Off.
The retrieved records appear next to the ticket, in a tab per record type, filled by all integrations that supply that type. What your team sees there and which notifications may appear is explained in Records from connected systems on a ticket and Customer context next to the ticket.
Catalogues
If the integration offers searchable collections of records, for example a product catalogue or a price list, the Catalogues block appears below Customer records. For each catalogue you choose under Searchable whether it is Off or On. With On, an agent searches it itself whenever a question needs it. With Sync now you retrieve the records again straight away. You also see the status, the number of records and the date of the last update.
The full explanation is in Catalogues of a connection.
Actions: who may run an action
If the integration offers actions, the Actions block appears under the connection, with the help text Choose per action who may run it; off hides the action everywhere, for agents too. What the AI may do is set per agent. After that comes the link Set per agent, which takes you to the AI agents.
Every action has its own row with the title and a short description supplied by the integration. On the right there is one drop-down list: Minimum role.
| Option | Meaning |
|---|---|
| Off | The action does not exist anywhere in aishaa: not as a button on a ticket, not in To do and not for the AI either. |
| Agent | Everyone from the Agent role upwards may run the action. |
| Team lead | Only from the Team lead role upwards. |
| Organisation admin | Only from the Organisation admin role upwards. |
| Account admin | Only Account admins. |
A colleague with a lower role than the minimum role can still see the action and prepare it as a proposal with Submit for approval, but cannot run it themselves. How your team reviews proposals and runs actions is explained in To do.
Every change is saved immediately.
The Actions block under a connected account on the plugin page, with the title, the description and the Minimum role drop-down list for each action, and the link Set per agent in the help text.
What the AI may do with an integration is set on the agent
On this page you only decide who may run an action. What the AI may do with an integration is not set here but in the skills of an agent. An agent only gets the tools of an integration through a skill.
- Use the link Set per agent to go to Account > Agents, open an agent and choose the Skills tab.
- A connected plugin brings its tools along as a skill. For each tool you choose what the agent may do with it: a lookup is On or Off; an action is set to Off, Propose only (human approves) or Execute autonomously when judged safe.
- A tool that is switched off here on the plugin page, or that belongs to a plugin that is not connected in this organisation, is Not available on the agent.
See Skills and Trust and letting an agent send by itself.
An action that is set to Off here does not appear on the agent either. Off therefore always wins.
Own wiring
For some integrations you decide yourself which records aishaa shows on a ticket and which actions the integration offers. In that case the message This plugin lets you decide which of your records aishaa shows on a ticket and which actions it offers. appears above Connected accounts, with the Own wiring button. See Decide for yourself what a plugin offers.
Good to know
- If Customer records is set to Automatically when a ticket opens, aishaa only searches if something actually uses the data: an active ticket view or an AI agent that needs the data. That way your system is not queried unnecessarily.
- Retrieved data counts as fresh for 10 minutes. If someone opens the ticket again within that time, aishaa does not retrieve it again. After that, it is refreshed when the ticket is opened.
- The data belongs to the customer, not to one ticket. A new conversation from a known customer opens with the latest known data; if that is older than 10 minutes, it is refreshed.
- Data that has not been used for 30 days is automatically deleted from aishaa. It is simply retrieved again as soon as it is needed.
- If you set an action to Off, the button for that action also disappears from ticket views that include it.
- For a connection that is shared with the whole account, the settings apply to all organisations of the account. Below the name of the connection it then says Shared across the entire account, with the note that only account administrators can change this. The drop-down lists and buttons are read-only for everyone except an Account admin.
- An action that has been run changes something in your system, not what the customer gets to read. The reply to the customer is a separate proposal. How and when an agent may send by itself is explained in Trust and letting an agent send by itself.