Ask about customers, tickets, and bookings

Aida can look up your team’s day-to-day work for you: one customer’s history, the conversations waiting for a person, your tickets, and your bookings calendar. She answers only from what is stored in tkana, and only shows what your role can open.

One customer

Open the customer’s conversation or contact page, then open Aida. The Viewing chip shows that she knows which customer you mean. Ask:

• “Why is this customer upset?”
• “Was their issue resolved?”
• “What happened in their earlier conversations?”
• “Is the answer they needed in my knowledge base?”
• “Give me a 30-second brief on this customer.”
• “Does this customer have any open tickets or upcoming bookings?”

For a brief before a call, Aida puts what is late first, such as a ticket past its SLA or a booking today.

If no customer page is open, point Aida at the customer with an @ reference, for example @customer 0501234567. See Point Aida at a record with @.

TODOScreenshot coming soonA conversation thread with the Aida panel open, the 'Viewing: Conversation with ...' chip, and Aida's answer to 'Why is this customer upset?'

Conversations waiting for your team

On the Conversations page or anywhere else, ask:

• “Which open conversations need a human right now?”
• “Which customer has been waiting on us the longest?”

Aida lists the conversations that were escalated to your team and not yet resolved, longest waiting first, with how long each has waited, the reason recorded when it was escalated, and whether someone has picked it up. Conversations your AI agent is still handling are not in this list. See Understand conversation statuses.

Tickets

On the tickets board or anywhere else, ask:

• “How many tickets are open right now, and how many are unassigned?”
• “Which tickets are about to breach their SLA?”
• “Which open tickets has nobody picked up?”
• “What are the oldest tickets still open?”
• “What’s the status of TK-4F7Q2M?”

For a single ticket, give Aida its reference exactly as it appears in the portal. She tells you its status, priority, category, owner, age, SLA, and recent activity.

Bookings and free slots

On the bookings board, the booking calendar, or anywhere else, ask:

• “What bookings do we have today?”
• “What is booked for tomorrow?”
• “Show me the whole calendar for this week.”
• “What does Sara have today?”
• “Which slots are free tomorrow?”
• “Which bookings are still waiting to be confirmed?”

Aida works out “today” and “tomorrow” in your business’s own timezone and gives times exactly as they were booked. To ask about a staff member, use their name as it appears on your calendar. If the name matches more than one person, she asks which one you mean.

Checking free slots reserves nothing. If your role only lets you see your own calendar, Aida only shows your own bookings.

When you want to act

Aida can also open or update a ticket, escalate or resolve a conversation, tag a contact, add a note, and book, reschedule, or cancel a booking, always after you approve a card. See Make changes with Aida.

Note

If Aida says she could not find a record, check the reference or the name. She never guesses which record you meant.