What Aida can and can't do

Aida can answer questions from your data and, with your approval, make a set of everyday changes. This page lists both, the limits, and the permissions each one needs. When you ask for something outside her reach, she says so plainly and points you to the right page in the portal.

What Aida can answer

Area	Example questions	What your role needs
Knowledge gaps	“Check for knowledge gaps”, “Which of my FAQs are customers still confused by?”	Anyone who can open Aida
What customers ask about	“What are customers asking about?”, “What are the biggest pain points?”	Anyone who can open Aida
AI resolution rate	“How is our AI resolution rate trending?”, “Is the AI resolving more this month than last?”	View on Dashboard
One customer	“Why is this customer upset?”, “Was their issue resolved?”, “Any open tickets or upcoming bookings?”	View on Conversations or CRM
Conversations waiting for your team	“Which open conversations need a human right now?”	View on Conversations
Tickets	“Which tickets are about to breach their SLA?”, “What’s the status of TK-4F7Q2M?”	View on Tickets
Bookings and free slots	“What bookings do we have today?”, “Which slots are free tomorrow?”	View on Bookings
Your team	“Who on my team resolved the most tickets this week?”, “Who has the most open tickets right now?”	The Owner role

What Aida can change

Every change is shown to you on a card first. See Make changes with Aida.

Area	What she can do	What your role needs
Knowledge base	Add, edit, or remove FAQs; edit your Content and Additional Guidelines	Update on Knowledge
Knowledge base	Add a document (text, a link, or an offers, inventory, or packages list)	Create on Knowledge
Knowledge base	Delete a document	Delete on Knowledge
Agent settings	Change your agent’s name, greeting, tone, working hours, and audience tags	Update on Settings
Tickets	Open a ticket for an existing contact, found by name or phone number	Create on Tickets
Tickets	Move a ticket to another stage, close it, or give it to a teammate	Update on Tickets
Conversations	Escalate or resolve a conversation	Update on Conversations
Contacts	Add existing tags to a contact	Update on CRM
Contacts	Add an internal note to a contact	Create on CRM
Bookings	Book a customer in	Create on Bookings
Bookings	Reschedule or cancel a booking	Update on Bookings

What Aida can’t do

• Message your customers. She cannot reply to a customer, send a campaign, or take over a conversation. Reply from the conversation yourself.
• Delete records. She cannot delete a ticket, a contact, a tag, a note, or a booking, and she cannot remove a tag. The one thing she can delete is a knowledge base document, and she always asks first.
• Create contacts or tags. She works with contacts and tags you already have. Create new ones on the CRM page.
• Change many records at once. She changes one record per card. If you ask her to “close all of these”, she does them one at a time.
• Edit a document in place. To change a document she removes the old one and adds a corrected one, as two separate cards.
• Some ticket, conversation, and booking steps. She cannot comment on a ticket, reopen or assign a conversation, confirm or reject a pending booking, mark a booking completed or a no-show, change a booking’s service or customer, or bring back a cancelled booking. Do these in the portal.
• Anything outside the knowledge base, agent settings, and daily work. Billing, services and staff for bookings, integrations, channels, skills, campaigns, publishing your agent, and team members are out of her reach.
• Explain why a number moved. She reads your AI resolution rate exactly as the dashboard shows it and says how much it changed, but not why. For clues, ask her what customers are asking about or to check for knowledge gaps.
• Guess. She answers only from what she can read. If a record is not found, or you do not have access to it, she tells you instead of guessing.

Who can use Aida

Anyone on your team whose role has View on Dashboard can open Aida. The ready-made Owner and Member roles both have it. Beyond that, Aida follows each person’s own role: she only shows what that person can open in the portal, and only makes the changes that person could make themselves. To change what someone can do with Aida, change their role. See Control what your team can do with roles.

Note

If Aida says you do not have access to something, that is your role, not an error. Ask your account owner or an admin to grant the permission if you need it.

Related

• Keep your data safe with Aida
• Example prompts by role