Skip to content
AurionAI

AI coverage

3 min readBy Emmanuel Yazbeck

The AI Coverage page shows on which channels each automatic AI feature runs. You can switch a feature off for one channel and keep it on for the others.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the AI category.
  3. Select AI Coverage.

You can also select Edit coverage → on the page of each AI feature.

The AI Coverage matrix with one row per feature and one column per channel.

Read the matrix

The table has one row per feature: Auto-Classification, Smart Routing, Auto-Resolution and Tasks AI. Select a feature name to open its page.

The columns are channels:

  • Email is always shown. It also controls the channels named under it, for example widget chat, voice, Help Center forms, conversations that agents create, and the API.
  • WhatsApp is shown when your organization has an active WhatsApp channel. Read Connect WhatsApp.

A selected box means that the feature runs on that channel. A channel that you never changed is on.

Switch a feature on or off for a channel

  1. Find the row of the feature and the column of the channel.
  2. Select or clear the box.

AurionAI saves the change at once. When the save fails, the box goes back and AurionAI shows Could not update AI coverage.

Locked rows

A row is locked when the feature itself is off. The boxes are cleared, you cannot change them and the cells show master off.

  • For Auto-Classification, Smart Routing and Auto-Resolution, switch the feature on its own page first. Read Auto-classification, Smart routing and Auto-resolution.
  • For Tasks AI, the row is on only when the master switch and all six switches on the Tasks AI page are on. The row shows how many of the six are on. Read Tasks AI.

What the matrix controls

The matrix controls the automatic work of the AI. Some actions that an agent starts by hand, such as asking for a draft reply, also respect a cleared box.

Switch off safely

To stop a feature on every channel, switch it off on its own page instead of clearing every box. The boxes keep their state. When you switch the feature on again, the same channels apply.

Result

AurionAI checks the matrix for each new message. A change applies to the next message on that channel.

If something goes wrong

  • Could not load AI coverage matrix. Reload the page. If the error stays, contact AurionAI support.
  • A box cannot be changed. The feature is off on its own page. Switch it on there first.
  • WhatsApp has no column. Your organization has no active WhatsApp channel.

Still stuck? Submit a request or .