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Make changes with Aida

Aida can do more than answer questions. Ask her to add an FAQ, open a ticket, or move a booking, and she prepares the change and shows it to you on a card. Nothing changes until you approve it. These are real changes to your account, exactly as if you had made them yourself in the portal.

Ask for a change

Section titled “Ask for a change”

  1. Tell Aida what you want in plain words, for example “Add a note to this customer: prefers calls after 6 pm.”

  2. Aida says in one line what she is about to do and shows a card titled Confirm change. For a deletion the title is Confirm deletion, and for a cancellation Confirm cancellation.

  3. Review the card. It names the exact record, such as the ticket’s reference and subject or the customer’s name, and shows what changes.

  4. Click Yes, apply to make the change, or No to leave everything as it is. For a deletion the button reads Yes, delete, and for a cancellation Yes, cancel it and No, keep it.

After you answer, the card collapses to one line: Applied, or Declined - nothing changed. Click Show details to open it again.

Read the card before you approve

Section titled “Read the card before you approve”
  • Before and after. For text such as an FAQ answer or your guidelines, the card highlights only the words that change and folds the unchanged lines away. For settings and records it lists each field with its current and new value.
  • Only what changes. Fields that stay the same are shown as context or left out.
  • Bookings. A booking card shows the reference, the customer, the service, and the date, time, and staff member before and after. It ends with a Customer notifications row: Aida never messages the customer, but your own booking notifications, if you have any set up, go out as usual.
  • Tickets nobody owns. If you move a ticket that has no owner, the card tells you that you will become its owner.

If Aida could not load the current values, the card says so and shows only the proposed change.

Say no and steer her

Section titled “Say no and steer her”

If the change is not quite right, write what you want instead in the note box on the card (Optional: tell Aida what to change instead (used if you tap No)), then click No. Aida revises the change and shows you a new card. If you click No without a note, she stops.

What Aida can change

Section titled “What Aida can change”

Your knowledge base and agent settings

  • Add, edit, or remove FAQs, for example “Add an FAQ about our return policy.”
  • Edit your Content and Additional Guidelines, for example “Add a guideline: never promise a delivery date.”
  • Add a document: text, a link, or an offers, inventory, or packages list.
  • Delete a document. To correct a document, Aida deletes the old one and adds a new one, as two cards.
  • Change your agent’s name, greeting, tone, working hours, and audience tags, for example “Make the greeting shorter and warmer.”

Your team’s daily work

  • Open a ticket for an existing contact, found by name or phone number.
  • Move a ticket to another stage, close it, or give it to a teammate.
  • Escalate or resolve a conversation.
  • Add existing tags to a contact, or add an internal note to one. New tags are created on the CRM page.
  • Book a customer in, or reschedule or cancel a booking.

Aida changes one record per card. Ask for several and she works through them one at a time.

For what she cannot change, see What Aida can and can’t do.

Where changes show up

Section titled “Where changes show up”

Changes appear in the portal right away, in the same place as if you had made them yourself. In a ticket’s history, a change made through Aida is recorded under your name with via Aida next to it.

Section titled “Related”

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