Keep your data safe with Aida

Aida has the same view of your account that you do, and no more. This page explains what she can see, where her answers come from, and how changes stay under your control.

What Aida can see

• Only your business. Aida works inside your own organization and never sees or mentions another business’s data.
• Only what your role can open. She follows your role in the portal. If you cannot open tickets, she cannot read tickets for you. If your role only shows your own booking calendar, she only sees your bookings. Questions about how your team is performing are for the account owner only. See What Aida can and can’t do.
• Only the page, not your screen. The Viewing chip tells Aida which page you have open and, on a conversation or contact page, which customer it is. She does not see your screen or what you type elsewhere. Remove the chip if you prefer to ask without it.
• Only records you attach or ask about. An @ reference tells her which record you mean, and it can never attach a record your role cannot open.

Where her answers come from

Aida answers only from what is stored in your tkana account: your conversations, customers, tickets, bookings, knowledge base, and dashboard numbers. She does not make things up. If a record is not found, if you have no access to it, or if the data is not there yet, she says so.

Your chats are private to you

Your chats with Aida are saved so you can come back to them, and only you can see them. Other members of your team, including other owners, do not see your Aida chats in the portal.

Your customers’ messages are treated as information

When Aida reads what your customers wrote, for example during a gap check or while looking at a conversation, she treats it as information to analyse and quote, never as instructions. From that point on, every change in that chat waits for your approval on a card, whatever your approval setting, so a customer’s message can never trick her into changing something unseen.

Changes stay under your control

• Nothing changes without your yes, unless you choose an approval setting that lets her apply knowledge base edits on her own. Changes to tickets, conversations, contacts, and bookings, and any deletion, always ask. See Choose how Aida asks for approval.
• She makes only the changes you could make yourself. Each card is checked against your permissions again when you click yes.
• Every change is visible. Each change shows on a card in the chat, including the ones applied automatically, and in a ticket’s history it is recorded under your name with via Aida.
• She never messages your customers. Notes are internal and escalating only flags a conversation for your team. The one case where a customer may hear about a change is a booking: if you have booking notifications set up, a reschedule or cancellation sends them as usual.
• She cannot delete your records. Tickets, contacts, tags, notes, and bookings cannot be deleted through Aida. The only thing she can delete is a knowledge base document, and she always asks first.

Caution

Changes made through Aida are real, exactly as if you had made them yourself. Read each card before you approve it, especially cancellations and deletions.