Enabling Aura AI

Aura AI is the AI agent that comes with Auralis. Aura is the agent; Auralis is the company that makes it. The two names are both real and neither replaces the other — a footer that reads "Powered by Auralis" is the company, and a message signed "Aura" is the agent.

The agent lives under Aura AI in the sidebar, a section with four pages: Overview, Performance, Agent and Workflows. This article is about the first of them, because until you have used the switch on it, none of the others can do anything.

The Enable switch

The Overview holds one control: Enable Aura AI. Turning it on creates an agent for this workspace, named after the workspace and in your brand colours, and stores its identifier here. There is nothing to paste and nothing to look up first. Provisioning takes a few seconds, during which the page says so rather than sitting silent.

Only an admin or owner can enable. Everybody else sees the switch as a reading of the current state rather than a control — the section shows non-admins what is true, never a row of buttons that refuse to work.

If your organisation already has an Auralis agent you want this workspace to use instead, there is a second path: Use an existing agent identifier, collapsed beneath the switch. It asks for the identifier and, optionally, an API key for agents that enforce one. The identifier is the id your Auralis chat widget carries; whoever set that agent up has it. It identifies the agent, and it is not a secret.

What "on" looks like

Once enabled the Overview reports the connection rather than the switch alone:

• Provenance — one sentence saying whether the agent was created here by the switch, or supplied by an operator. After the fact this is the only way to tell the two apart.
• Status — a badge reading Active or Error, with the last failure spelled out underneath when it is the latter.
• Agent identifier, and the last four characters of the API key when one is stored. The key itself is never shown again.
• Last used.

Test connection asks the agent a question and reports what came back. Two outcomes are worth telling apart. A plain success means the credential was accepted. The other useful result is that Aura answered but found nothing in its knowledge base for a test query — the connection is fine and the agent has not been taught anything yet, which is the subject of Training data.

Occasionally enabling half-succeeds: the agent is created and works, but could not be linked to your own Auralis account, so it will not appear in the Auralis dashboard. This shows as a single line with a Retry beside it, and it is a partial success rather than an error. Everything in Studio works regardless.

Where the agent answers

Below the connection, Where it answers lists the two surfaces the agent is live on for as long as it is enabled:

• Agent Assist, beside every ticket in the Inbox. It drafts a reply, cites what it used, and sends nothing.
• Web chat, the widget on your own site. Its name, colours, greeting and install snippet belong to the channel, so they are set under Channels → Web chat rather than here.

That is deliberately a list of two, not a grid of badges. Both are true whenever the agent is on; what differs is where each one is configured.

Disabling

Turning the switch off is a deliberate act and Auralis asks you to confirm it. Every Aura AI surface stops: no drafts on tickets, no answers in the chat widget, and every page in this section returns to its not-enabled state.

Nothing that was trained is lost. The agent, its training data and its conversation history stay intact inside Auralis. Only this workspace's credential is deleted, and re-enabling reconnects to the same agent. That is worth knowing before you use the switch to troubleshoot something: disabling is reversible and cheap, and it is not a way of clearing the index.

Two states that are not failures

Two screens in this section look like errors and are not.

"Aura AI is not available on this deployment." The helpdesk itself is not set up to reach Aura AI. This is not a workspace setting and there is nothing on the page to click; switching it on is a change made by whoever operates your helpdesk.

"Aura AI is not enabled." This is what Performance, Agent and Workflows show before the switch has been used. An admin gets a link straight to the Overview; everybody else is told to ask one.