Automatic answers
Texa answers your customers and solves their problems
It replies on every channel, understands what customers send, checks your records before it answers, and knows when to bring in your team.
Photo: Anna Shvets
How Texa handles a request
It does what your best agent would do
- 01
It reads what the customer sent
A message, a voice note, a receipt or a screenshot. Texa understands all of them and writes them down for your team.
Ifeoma Chukwu WhatsApp · #1219 - GTBank Transaction successful ₦45,000.00 Reference AP-10001 Account ******6789
- It says successful. Why hasn’t it arrived?
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- 02
It checks your records
Texa looks the reference up in your own system, and tells the customer what your records say, not what the receipt claims.
Ifeoma Chukwu WhatsApp · #1219 - It says successful. Why hasn’t it arrived?
- Texa AI
I’ve checked AP-10001 in our records. The transfer is still pending on the bank’s side. Pending transfers complete within 24 hours.
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- 03
It asks before it acts
Blocking a card or sending a refund needs the customer’s clear yes. Texa also checks they are verified and stays within your limits.
Tunde Bakare WhatsApp · #1187 - Someone is using my card. Please block it
- Texa AI
I can block the card ending 4417 now. Nobody will be able to use it. Shall I go ahead?
- Yes block it
- Texa AI
Done. The card ending 4417 is blocked.
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- 04
It brings in the right team
Fraud goes straight to your fraud team, marked urgent, with a note of what happened. Texa reminds the customer never to share their PIN.
Tunde Bakare WhatsApp · #1187 - Texa AI
I’ve passed this to our fraud team, who will contact you shortly. Please never share your PIN or OTP with anyone.
- PIL-1032 Card used without permission Urgent
- Texa AI handed the conversation to Fraud
- Texa AI
Knowledge
It only uses information you approve
Texa answers from your FAQs, policies and documents, and from a short description of your business. You tell it what you offer, what it must never promise and when to bring in a person.
- Approved by your teamNothing is used until someone on your team approves it. Every change is saved as a new version, so you can compare and go back.
- Your documentsType an answer, or upload PDFs and Word files. Texa reads them and shows you exactly what it will use.
- Learns from gapsWhen Texa can’t answer a question, it lists it with the answer your team gave, so you can approve it for next time.
- Remembers customersTexa remembers each customer across conversations and channels, and forgets them completely if you ask.
Your process
Write how you handle a request, in plain English
Describe how your best agent handles a request. Texa turns it into steps, points out anything unclear, and waits for your approval before it uses them with customers.
- Test before going liveTry your process on simulated customers, read every conversation, and see how many Texa solved before you approve it.
- Start from real conversationsPick conversations your team handled well, and Texa drafts the process from them.
- Compare two versionsTry a new version on half of your conversations. If it does worse, it stops automatically.
What you write
If a customer says their transfer hasn’t arrived, ask for the reference and look it up. If it’s pending, tell them pending transfers complete within 24 hours. If it failed, tell them the money comes back within 24 hours. If they mention fraud, pass them to the fraud team straight away.
The steps Texa follows
- Ask for the transfer reference
- Look it up
get_transfer - If pending, it completes within 24 hours
- If failed, the money returns within 24 hours
- If fraud is mentioned, pass to the fraud team
Connections
It checks your systems and acts within your limits
Texa looks things up in your systems the way your staff would. You decide what it can do, such as check a transfer, an order or a balance, block a card or send a refund.
- Your APIImport your OpenAPI file and choose the endpoints. Works with API keys, bearer tokens, OAuth 2.0, Basic and HMAC.
- Your own serversIf you’d rather keep your keys, Texa sends a signed request and your code does the work.
- Behind your firewallTexa Relay runs approved queries inside your network, without opening an inbound port.
- Your rulesFor each action you choose which details stay private, whether the customer must be verified or say yes, and the maximum amount.
- Ready-madePaystack, Flutterwave, Monnify, M-Pesa, Shopify, WooCommerce, HubSpot, Salesforce and Zoho CRM.
Voice notes and photos
It understands voice notes, photos and documents
Many customers send voice notes, receipts and screenshots instead of typing. Texa understands them, writes them down for your team, and checks your records before it relies on them.
- Voice notesTranscribed word for word in the customer’s language. Texa can reply with a voice note too.
- Photos and documentsIt reads receipts and screenshots, summarises PDFs and Word files, and listens to videos.
- Sensitive numbers hiddenCard numbers, PINs, BVN and NIN are masked before anything is stored, and Texa never repeats them.
For your team
Help for your agents in every conversation
Next to each conversation, on the web and in the app, your agents see Texa’s summary, what voice notes and photos said, the checks already done and what it remembers about the customer. It can draft a reply, polish one, or summarise a long conversation.
You stay in control
Every business starts in shadow mode, where Texa writes drafts and your team sends them. When you’re ready, it replies to a small share of conversations, then more.
- Shadow modeSee how often your team changes Texa’s drafts before it ever replies on its own.
- Live in steps10% of conversations, then 50%, then all of them. Each step lasts at least three days, and Texa goes back to shadow mode by itself if too many lookups fail.
- One switchTurn Texa off for the whole business, one inbox or one conversation. Your team takes over straight away.
- Honest about being an AITexa says it is an AI on every channel, and only talks about your business.
Common questions
Guide: how to bring AI into customer service safelyDoes Texa understand Pidgin and Hausa?
Yes. Texa speaks English, Nigerian Pidgin and Hausa today. Yoruba and Igbo are coming once native speakers have checked them. A customer who writes in a language your business hasn’t switched on is answered in English and told which languages are available.
Can Texa understand voice notes and photos?
Yes. Texa transcribes voice notes, reads receipts, screenshots and documents (PDF and Word), listens to videos, and uses locations customers share. It treats what a photo or voice note says as the customer’s claim, so a receipt marked “successful” is checked against your records before Texa tells the customer anything. It can also reply with voice notes if you switch that on.
Can Texa check a transfer, block a card or issue a refund?
Yes, through connections you approve. Texa can call your API (import an OpenAPI file; API key, bearer, OAuth 2.0, Basic or HMAC sign-in), send a signed request your servers answer, or go through Texa Relay inside your network. Anything that changes something needs the customer’s clear yes, verification if you require it, and the limits you set, such as a maximum refund. A thumbs-up or a sticker never counts as a yes.
What happens when Texa can’t help?
It passes the conversation to the team responsible, with a private note of what the customer wants, what was checked and whether they are verified. From then on it stays quiet. Your agent can hand the conversation back with a note, and Texa continues from there.
How do I know Texa won’t make things up?
Every reply is checked before a customer sees it. Texa only states facts it has looked up, takes fees, limits and dates from your approved information, and shares private details only after the customer is verified. You start in shadow mode, where Texa writes drafts and your team sends them, then let it reply to 10% of conversations, then more, with each step lasting at least three days. One switch hands everything back to your team.
See how Texa would answer your customers
Connect a channel in shadow mode. Texa drafts every reply for your team to review, and nothing reaches a customer until you decide.
Photo: RDNE Stock project