Turning Aura AI on
The Enable switch on the Overview, connecting an existing agent, what the connection reports, and disabling.
The Overview is the first page of the Aura AI section, and until you have used the switch on it none of the other three pages 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, and the page says so while it works.
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.
Using an agent you already have
If your organisation already has an Auralis agent you want this workspace to use, Use an existing agent identifier is 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, and whoever set that agent up has it. It identifies the agent; it is not a secret. Once a workspace is connected the same form reappears as Replace the agent identifier.
What "on" looks like
Once enabled, the Overview reports the connection rather than the switch alone.
| Row | What it tells you |
|---|---|
| Provenance | 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 | Active or Error, with the last failure spelled out underneath when it is the latter. |
| Agent identifier | Plus the last four characters of the API key when one is stored. The key itself is never shown again. |
| Last used | When the agent last answered. |
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 the test query — the connection is fine and the agent has not been taught anything yet.
A half-success is not an error
Enabling occasionally succeeds at creating a working agent but fails to link it 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. Everything in Studio works regardless.
Where it answers
Below the connection, Where it answers lists the 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. See Agent Assist.
- 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.
- Phone, on deployments where voice is available. The row states what the runtime actually reported — the number being answered, that voice is on with no number bound, that it is not answering calls, or that the status could not be read just now. It never claims a state it could not read, and it links to Channels, Phone, which is where voice is configured.
Teaching it
Enabling connects an agent; it does not give it anything to say. Articles reach the agent's index only when somebody sends them, from Knowledge, Content. See Handing articles to the AI.
Disabling
Turning the switch off is a deliberate act and you are asked to confirm it. Every Aura AI surface stops: no drafts on tickets, no answers in the chat widget, and every page in the 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. 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.