Records from connected systems on a ticket

In short: Everything the connected systems know about this customer is shown next to the ticket in tabs: one tab per record type, for example with orders or returns. If several integrations supply the same type, they come together in that one tab and the same record becomes one row. Click a row to fetch the details; they appear below the list. If the title of a row is a link, it opens the record in the system it comes from, and you select the row with the eye icon next to it. If an action in a connected system works on a record, you first choose which record the action is for.

Where to find this

Menu Tickets, open a ticket. The record tabs are in the customer context on the right, among the fixed tabs such as Memos and Media. On a phone or tablet, open the customer context with the Context button in the top bar.

Anyone from the Viewer role upwards can view them. Starting or executing an action is possible from the Agent role upwards. Which record types you see depends on the organisation’s integrations. See Plugins: overview of the integrations.

A record tab next to an open ticket (menu Tickets, open a ticket) with the Name column, the columns from the sources, a clickable title with an arrow and an eye icon on each row, the chips with the names of the integrations and the details of the selected record below the list.

One tab per record type

Each tab belongs to a type of record, not to an integration. If you have two systems that both know orders, you get one tab with the orders from both systems. The name of the tab comes from the record type itself.

A dot on the tab shows that records have been found. An order that exists in two systems is one row.

You set the order and visibility of the tabs per user under My profile at Ticket view. See Customer context next to the ticket.

Reading the list

The list always has the Name column; next to it are the columns that the sources of this record type supply.

• Rows from several sources: if two systems recognise the same record (for example by the same order number), it appears as one row. Below the title there is a chip for each source with the name of that integration, so you can see which systems know this record.
• Different values: if the sources give something different in a column, an arrows icon appears next to the value with the text The sources give different values here and below it what each source says.
• Not confirmed: the title can be followed by the chip Not confirmed, with the explanation This record does not hold the customer’s e-mail address, phone number or customer number. It may belong to someone else, so the AI does not use it.
• Found by name only: the title can be followed by the chip found by name only, with the explanation Nothing was found on the customer’s email address or phone number; this record matched the name and may belong to someone else. Check such a record before you rely on it.
• What the ticket is about: the title can be followed by the chip AI’s conclusion or Action taken, with the explanation Who tied this record to the ticket: the customer quoted its number, the AI concluded it, or an action ran on it. Not a verdict.
• More results: if there are more records than fit, the list is followed by More results exist than are shown here.

If nothing was found, it says Nothing found for this customer. If the ticket has no details to search with, it says This ticket has no email address or phone number to look up.

Messages per source

If a source could not be queried, the tab says so per source, so you do not think there is nothing.

With the refresh button at the top right of the tab (Refresh) you fetch the data again.

Viewing the details of a record

Click a row to fetch the details. If the title of that row is a link to the source system, the title is followed by its own eye icon with which you select the row: the tooltip is Select a row to load its details., and on the row currently shown Currently shown. If the title is not a link, you select the row by clicking the title and only the row shown has an eye icon.

The details appear below the list, in the same tab. If no view has been set up for this integration, it says Details were loaded; no view is set up for this plugin yet. See View library.

You do not have to pin a record to the conversation: the row you click is the record whose details are shown, and that choice is also what an action gets as its starting value. If aishaa identifies exactly one record in the analysis, that record is already selected.

Opening the record in the source system

If the system a record comes from has its own page for it, the title of the row is a real link to that page. A small arrow follows the text, the tooltip says Open in (system) and the link opens in a new tab. Individual values in the columns can be such a link too, for example an invoice number or a tracking code; the tooltip then names the system that supplied that value.

Because they are real links, they behave as links do everywhere: open in a new tab, middle mouse button and copy the address. Clicking the link does not select the row; use the eye icon or the row itself for that. If a record has no page of its own in the source system, the title is simply text.

Searching a catalogue

Some integrations do not provide customer data but a catalogue: products, items, codes or documents that aishaa keeps up to date. Such a tab has a search bar instead of an automatic list.

1. Type your search term in the Search by description, name or code field.
2. Click Search or press Enter.
3. Above the list it says Results for ‘(search term)’. If nothing is found, you see No records match ‘(search term)’.

As long as you have not searched, it says Search this catalogue to list records here; the AI searches it on its own. So aishaa also searches the catalogue itself when preparing a reply.

If you came across a catalogue record in the Resources tab, you fetch it there with Fetch details. You get the message Details fetched; see the (name) tab. and the record is ready in the tab for that record type.

Choosing a record for an action

Not every action in a connected system belongs to a record. An action that only looks something up or creates something is started straight away; there is then no list above the form. If the action does work on a record, for example creating a return for an order, you first choose that record.

1. Start the action in the Activity tab with New action.
2. Above the form is a list with the name of the record type and the text Choose which one this action is for. Choose the record.
3. Only then does the form appear, because aishaa fills in the details of the chosen record in advance. You no longer enter numbers or IDs yourself.
4. Fill in the rest and choose Execute or Submit for approval.

If the record type is not on the ticket yet, you see This ticket has no (record type) yet. Look the record up in its tab first. In that case, first open the record tab and click the record.

On an existing action card, Applies to shows which record it concerns. If fetching fails, it says The details of this record could not be loaded. Try again or pick another one. See To do.

The Activity tab with the Choose which one this action is for list above the action form, and on an existing action card the Applies to line with the selected record.

Good to know

• A record tab only appears if the organisation has an integration that supplies that record type. If an integration changes, a tab can disappear or be added.
• Which source is shown first when several systems know the same record is an account setting, not something you choose per user.
• The tabs are only rebuilt when the set of tabs really changes. While data is being fetched, the tab you are working in stays open.
• What aishaa does with this data when writing a reply is explained in How aishaa processes a ticket.

Related

• Customer context next to the ticket
• The ticket screen
• To do
• Plugins: overview of the integrations
• Plugin settings: customer data, catalogues and actions
• How aishaa processes a ticket