Product profiles
Each AurionAI organization has one product profile. The profile decides which parts of AurionAI your organization uses. It also decides which items appear in the sidebar and in Configuration.
The three product profiles
The dashboard shows the profile with these names:
- AI Voice: the AI voice agent only. The voice agent connects to your own IT service management (ITSM) or customer service tool.
- Helpdesk: the help desk only. This includes the shared inbox, the chat widget, email, WhatsApp, the knowledge base and the Help Center. There is no voice agent.
- AI Voice + Helpdesk: the AI voice agent and the help desk together. The voice agent uses the AurionAI help desk for tickets.
On the sign-up page, the same three choices are called AI Voice Agent, Helpdesk and AI Voice + Helpdesk.
What each profile shows in the sidebar
| Sidebar item | AI Voice | Helpdesk | AI Voice + Helpdesk |
|---|---|---|---|
| Dashboard | Yes | Yes | Yes |
| Analytics | Yes | Yes | Yes |
| Inbox | No | Yes | Yes |
| Tasks | No | Yes | Yes |
| Voice Conversations | Yes | No | Yes |
| Contacts | No | Yes | Yes |
| Companies | No | Yes | Yes |
| KB Creator | Yes | Yes | Yes |
| Knowledge Base | No | Yes | Yes |
| Configuration | Yes | Yes | Yes |
The table shows what the profile allows. Your role can hide more items. For example, only administrators see Configuration. KB Creator also disappears when the tool that your organization connected cannot receive new knowledge base articles, or when an administrator turned this option off. If you open the address of a page that your profile does not include, the dashboard takes you to the Dashboard page. In Configuration, it takes you to the first configuration page that you can use.
What each profile shows in Configuration
In Configuration, the pages are grouped under AI Voice, Helpdesk and Common. Each group has its own colored dot. The Common pages are for all profiles.
- With AI Voice, you see the AI Voice pages and the Common pages. Examples are Agent Settings and Telephony.
- With Helpdesk, you see the Helpdesk pages and the Common pages. Examples are the Workforce section, the Data & Forms section and Channels.
- With AI Voice + Helpdesk, you see all three groups.
Some pages also need a specific plan. Read Plans and limits.
Prerequisites
- You are signed in to your organization.
- To open Tenant Settings, you need an administrator role. If you do not have one, ask your administrator which profile your organization uses.
Find your product profile
- In the top bar, select your name or picture to open the user menu.
- Select Tenant Settings.
- Look at the label next to the Tenant Settings heading. It shows AI Voice, Helpdesk or AI Voice + Helpdesk.
Result
You know which product profile your organization uses, and which sidebar items and configuration pages it includes.
Change your product profile
You choose the product profile when you create your account. There is no setting in the dashboard to change it later. To change your product profile, contact AurionAI support.
If something goes wrong
- Tenant Settings is not in the user menu. Only administrators see it. Ask your administrator.
- An item from the table is missing from your sidebar. Your role or your plan can hide it. Read Roles and what they can do, or ask your administrator.
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