Navigating gaiia: modules and AI features

Overview

gaiia brings your customers, billing, field service, network and automation together in one workspace. This article is a map: it lists every module in the left menu, says what each one is for, and points you to the article that covers it in detail.

It also explains the AI features built into gaiia, what each one can and cannot do, and which one to reach for depending on the task.

How the menu is organized

The left menu has three parts:

1. The workspace selector, at the top, shows which workspace you are in. Click it to switch workspaces if you have access to more than one.

2. The modules, in the middle, are described in the tables below. Click a module to open it; its sub-pages (for example Work orders under Workforce) appear right under it.

3. The bottom of the menu holds AI Chats (when gaiia Agent is enabled), Help and Support, and Settings, where admins configure the workspace: users and roles, billing, checkout, communication and document templates, integrations, mass actions and more.

Your own Profile and Preferences (notifications, theme, language) are in the User Menu, opened by clicking your Profile Avatar. To find any customer or record quickly, use the search bar at the top of every page (see Using the Search Bar).

To make room on screen, click the double arrow next to the workspace selector to shrink the menu to icons. Click it again to bring the labels back.

Front office: customers and conversations

Sales and catalog

Operations

Money and insight

Automation and customization

AI in gaiia

gaiia includes several AI features. Each one is built for a different job, and each one is enabled per workspace, so your workspace may not have all of them yet.

gaiia Agent

gaiia Agent is the assistant you talk to on Home, in AI Chats, and in the side panel. Ask it what you would otherwise look up across several screens, for example:

• "Which accounts at 120 Main Street are suspended?"

• "What work orders does Alex have tomorrow?"

• "Show me the open tickets for account 10234."

• "How many new activations did we have last month?"

It reads live data from accounts, billing, products, workforce, properties, inventory, network sites, tickets, orders and settings. When you open the side panel from a page, it uses that page as context (shown as Context, which you can remove). Questions about workflows are handed to the workflow assistant automatically.

gaiia Agent can also make changes, such as creating a work order, a time blocker or a user. Before any change, and before it opens a page for you, it shows an approval card: click Approve to go ahead or Reject to stop.

What it does not do:

1. It never creates, edits or deletes roles.

2. It cannot reach network diagnostics, RADIUS, referrals or document attachments on an account.

3. It does not send messages to your customers.

Your chats are saved in AI Chats, where you can search, rename and delete them. Chats cannot be shared with other users.

nausicaä

nausicaä helps your team answer customers in Conversations. When a customer texts in, it drafts a suggested reply above the message box. Click Review to read it, Apply (or press Tab) to put it in the message box, then edit it and click Send. Click Dismiss to ignore it. When it has nothing useful to add, it shows "No reply suggested".

It can also suggest an action, such as creating a grace period or sending a PIN to verify the customer's identity. Actions only run when you click them. See Using suggested replies and actions in Conversations.

AI in the Workflow Builder

Two assistants help you build workflows:

• The Workflow AI chat (Ask gaiia in the workflow editor) works on the whole workflow. Ask it to build a workflow from a description, explain what one does, change it, or find out why an execution failed. It can write its changes straight into the workflow; a banner tells you when it has. You need the Workflows > Edit permission to use it.

• The AI Assistant works inside one node's code. Describe the change, then Accept or Reject the highlighted difference. See Using the Workflow Builder's AI Assistant.

To use AI inside an automation (for example, to classify an incoming message or summarize a note), add an AI Inference node. It runs on your own AI provider account, which you connect in Settings > Integrations, and the provider bills you directly. See AI Inference Node.

Which AI should I use?

Good practices with AI

1. Read before you approve. gaiia Agent shows exactly what it is about to change; check the account, date and values before clicking Approve.

2. Review every suggested reply. nausicaä drafts, you decide: edit the text if it doesn't sound like your team.

3. Be specific. Name the account, address, technician or date range; the more precise the question, the better the answer.

4. Check numbers that matter. For figures you will report on, confirm them in Analytics.

5. Leave feedback. Use the feedback buttons when an answer is wrong or missing something; it helps improve the answers for everyone.