Guides for the people who run the system every day: what each feature is for, the reasoning behind it, and the steps to use it well.
What to collect from Meta, which of the two settings pages each value goes on, and how to check the connection works before you rely on it. · 7 min read
Messages to the shop's WhatsApp number sit in the same inbox as the website chat and email, with one WhatsApp rule that changes how you answer: the 24-hour window. · 2 min read
The symptoms people actually hit — nothing arriving in the inbox, templates stuck on pending, a campaign that stopped or will not finish — with the cause and what to change. · 5 min read
Connect the AI assistant you already use to aiku and ask it for help with a chat. It reads the conversation with everything aiku knows (the customer, their orders, the products named, the shop's rules and the language to answer in) and saves a draft reply on the chat for you to check and send from aiku. · 4 min read
Group the tickets of one big piece of work into a project, see how far along it is, and post progress updates in one place instead of in chat messages. · 4 min read
Mail to the shop's mailbox arrives as a conversation next to the website chat and WhatsApp, with the whole thread, and your answer goes out from the same address with your signature and attachments, and tells you when Gmail has sent it or why it could not. Real customers that Gmail put in spam come in too, with their files held back for safety. · 5 min read
One inbox for the website chat, WhatsApp and the shop's email - take a conversation, answer with the customer's orders at your side, log a phone call, raise a ticket, and see how the desk is doing. · 9 min read
Every list, count, colour and tag in the customer inbox in plain words - Unclaimed, Waiting, Active, My Chats, Colleagues' Chats, Spam, Ignored, Trash, Highlighted, Probably, Possible noise, the note on email taken out of Gmail spam, and the aiku folders in the shop's Gmail. · 6 min read
The bubble on the website, what happens outside working hours, the switch that turns out-of-hours messages into emails, and Email notification for customers who closed the tab. · 2 min read
Supervision shows every conversation and every agent on the shops you run, lets you step into any conversation, and puts the shop's chat switches in your hands. · 2 min read
A customer in chat forgot something. Add it to the order they already placed, or raise a follow-up order that travels in the same parcel, and send a payment link for the difference - all from the conversation. · 4 min read
For QA - find the tickets waiting for a check, test the fix on the live page, give a clear pass or fail, and know what happens next. · 2 min read
Sign the shop's customer mailbox in once, and the emails customers send arrive in Chat next to the website chat and WhatsApp, answered from the same address. · 2 min read
Turn a customer conversation into a ticket without retyping it, hold the chat open until the work is done, and let whoever fixes it tell the customer and close the conversation. · 5 min read
Why the message box locks on a WhatsApp conversation the customer has not written in for a day, how to reopen it with an approved message, and how to write a new approved message yourself. · 5 min read
Aiku does not dial anybody - but when you pick up the phone, tell it. Your colleagues stop wondering why your chats are going unanswered, no new conversation is handed to you, and what was said on the call ends up on the customer's conversation instead of in your head. · 6 min read
For engineers and lead engineers - how to pick up tickets, keep them moving, work on them together with collaborators, ask the reporter a question, close them with a note, and ask QA to check your fix. · 11 min read
Raise a task instead of a Slack message when you need someone in another team to do something - it has one owner, a thread, and a done - and work through the tasks other people sent you. · 4 min read
Report a bug or ask for a feature from aiku or Slack, follow what happens to it, answer the engineers' questions in time, and rate the fix when it is done. · 5 min read
The messaging bar on the right of every aiku screen - message a coworker, ask CRM or the warehouse about a specific order or delivery note in one tap, and decide who receives those questions. · 5 min read