Inbox and tickets
One inbox for your whole team
Every conversation from every channel in one place, with tickets that follow a customer’s problem until it is solved. On the web and in the app.
Photo: Yan Krukau
The inbox
Built for teams who answer customers all day
Each conversation shows its channel, its ticket and who is handling it, Texa or a colleague. Take a conversation over from Texa, or hand it back with a note, in one click.
- Views that fit the workMine, unassigned, all, mentions and unattended, plus filters by channel, team, label and priority.
- Assign and shareGive a conversation to a person or a team, set its priority and add labels.
- Private notesTalk to colleagues inside the conversation and @mention them. Customers never see notes.
- Saved repliesType “/” to insert an approved answer, then edit it before you send.
- Macros and rulesLabel, assign and note in one click, or let rules do it as messages arrive.
- Opening hoursSet hours per inbox. Outside them, customers get your away message and Texa still answers.
- Satisfaction surveysAsk customers to rate the help they got when a conversation is resolved.
- Search everythingFind a conversation, a contact or a message by any word, reference or name.
Tickets
Closing a chat never closes the problem
A ticket is one customer problem that Texa Desk tracks to the end. The WhatsApp chat, the phone call and the email about it all join the same ticket, and only a person marks it solved.
- A reference for the customerEach ticket gets a reference like PIL-1031. The customer is told it, and gets every update and the final decision on their own channel.
- Promised timesEach type of ticket has a promised time, in hours, calendar days or business days that skip public holidays, as your rules require. If you need longer, the customer is told why.
- Known problemsWhen many customers report the same outage, their tickets join one incident. One update reaches all of them, and Texa tells new customers what’s happening.
- Tasks for other teamsAsk finance or operations for help without sharing more than they need. The customer’s contact details stay hidden from them.
- Walk-in complaintsStaff at a branch can log a complaint made in person, and the customer gets the reference by SMS or email.
- Customers check for themselvesCustomers can see their requests on your help centre after confirming a code sent to their phone or email.
- Merge, split and linkKeep one problem in one ticket, split one that grew into two, and link related tickets.
Regulated businesses
Complaints handled the way your regulator expects
Choose your regulator and Texa Desk sets up complaint types with the right timelines, categories and fields. Every figure stays editable.
- Central Bank of NigeriaThe complaints register and daily returns as a CSV, with CBN categories and timelines.
- Nigerian Communications Commission“With the regulator” for complaints escalated to the NCC, with its second-level times.
- Central Bank of KenyaComplaint types and timelines for Kenyan banks and payment providers.
- Bank of GhanaThe quarterly complaints return as a CSV.
- Kept after deletionWhen a customer asks to be forgotten, their complaints stay in the register without their details.
- Compensation worked outWhen a complaint is late, the compensation owed is worked out under the NCC’s rule or your own rate, and paid through your own system once it’s connected, after a second person approves.
- An English versionA complaint made in Pidgin, Hausa or French keeps the customer’s words and gets an English version for the register, written by Texa.
- ReportsTickets made and solved, time to acknowledge and solve, share within the promised time, by type, team, branch and channel.
The app
Everything your team needs, on their phone
The Texa Desk app for iPhone and Android does what the web does, in light and dark, so your team can answer from anywhere. It is in testing now, before the App Store and Google Play: ask us to join.
- ConversationsReply, assign, label, snooze and resolve. Send photos, voice notes and saved replies.
- Tickets and tasksOpen, update and solve tickets, merge them, and handle tasks from other teams.
- Texa beside youSee Texa’s summary and checks in every conversation, and hand conversations back to it.
- The rest of the deskReports, contacts, campaigns and their results, help centre articles and inbox settings.
- Texa AI handed the conversation to Support
- I need to change the address on my account
- Hi Chidi, I’m Ada from Pilot Bank. I can help with that. Please confirm the new address and I’ll update it now.
- 14 Adeola Odeku Street, Victoria Island
Help centre
A help centre your customers can use themselves
Publish answers in categories on your own help centre, and let customers send and follow their requests there. Texa uses the same articles once you approve them.
- Articles and categoriesWrite and publish from the web or the app, in your own words and your own colours.
- Requests and trackingCustomers send a request and follow its ticket after confirming a one-time code.
People, roles and branches
The right access for every person
A one-person business never sees roles or branches: they appear once a second person joins. A bank gets the controls it needs.
- RolesOwner, administrator, supervisor, agent and viewer, or your own roles. Ask for a second person’s approval where it matters.
- Teams and branchesEach person sees the conversations of their team or branch. Branches have their own inboxes, opening hours and reports.
- Groups of companiesRun several companies from one group page, with a shared balance or one for each.
- Single sign-onSign in with Microsoft Entra ID, Google Workspace or any SAML provider.
Bring your channels into one inbox
Connect WhatsApp, email or your website chat in a few minutes and invite your team. Your first person is free.
Kinshasa. Photo: Khris Kunta kUkU