Help centre

How can we help?

Step-by-step help for everyone using Texa Desk, from your first channel to the API.

Getting started

Texa Desk at a glance What each part of Texa Desk is for, where it sits in the menu, and who in your team uses it.
Sign up and set up your company Create your Texa Desk account and turn on Texa AI in about two minutes, with no documents.
Verify your business to unlock more Why verifying matters, what each stage opens, and how to verify automatically with your NIN and a selfie or by hand with your papers.
Add your team Invite the people who answer customers, give each one a role, and put them in teams and inboxes.

Channels

Connect live chat, WhatsApp, email, SMS and your other channels

The channels you can connect Every channel Texa Desk can bring into one inbox, what each one is good for, and how to add one.
Connect your website chat Put a live chat window on your website so visitors can ask questions and Texa AI or your team can answer in seconds.
Connect WhatsApp Bring your WhatsApp Business number into Texa Desk so your whole team and Texa AI can answer from the same number.
Connect your email Answer your support email from Texa Desk, with replies that thread properly in your customers' mailboxes.
Connect SMS Let customers text your sender ID or number and get answers in Texa Desk, through Texa's SMS account or your own.
Calls Take WhatsApp voice calls in your browser, call customers back with their permission, and find every call on the Calls page.
Other channels Connect Telegram, use the API channel for your own app or system, and what to know about Messenger and Instagram.
Business hours and away messages Tell customers when your team is available, send an away message outside those hours, and decide what Texa AI does after hours.

Conversations

Answer, assign, label and resolve conversations as a team

Find your way around conversations The conversation list, its views and filters, what each status means, and how to find any conversation fast.
Reply to a customer Write replies and private notes, send files and voice notes, use saved replies and Texa AI's writing help, and mention colleagues.
Assign, label and resolve Give a conversation to the right person or team, set its priority and labels, snooze it, and resolve it when it's done.
Texa AI in a conversation See who holds a conversation, take over from Texa AI, hand back with a note, pause it, and chat with Texa AI about the customer.
Canned responses and macros Save the answers you give every day, and run several steps on a conversation with one click.
Automation rules Let Texa Desk label, assign and reply to conversations by itself when something happens.
Satisfaction surveys Ask customers to rate the help they got when a conversation is resolved, and see the results in Reports.

Tickets

Follow a customer's problem with a reference and a promised time

Tickets What a ticket is, how a conversation becomes one, what each state means, and what the customer is told along the way.
Set up ticket types, states and promises Choose your reference prefix, make ticket types with their own fields and promises, add your own states, and pick the inboxes that make tickets.
The tickets list Find any ticket by reference, filter and sort the list, save views, change many tickets at once and export to CSV.
Ask another team for help Give finance, operations or another team a task on a ticket, sharing only what they need, and follow it under My tasks.
Merge, link and track Merge two tickets about the same problem, split one off, link related tickets, and use a tracker when many customers report the same thing.
A ticket without a conversation Log a problem for a customer who came to a branch, called, or sent a letter, and send them their reference.
Complaints and your regulator Set your Complaint type from your regulator's rules, keep the complaints register, extend promises, record decisions, and work out compensation when a complaint is late.

Contacts and companies

Your customers, their history and the companies they belong to

Contacts Your customers in one place, with their details, past conversations, notes and the companies they belong to, and how to import, export and merge them.

Texa AI

Set up Texa AI, teach it your answers and procedures, decide what it may do

How Texa AI works What Texa AI does for your customers, where its answers come from, what it will never do, and how you stay in control.
The go-live checklist The steps the Overview checks before Texa AI answers customers on its own, and what to do for each one.
Texa AI's name, tone and languages Give Texa AI a name, a tone, a greeting and an email sign-off, choose its languages and voice, and set how long conversations are kept.
Choose how Texa AI works in each inbox Turn Texa AI off, on in shadow mode or live for each inbox, go live in steps, add testers, and set its procedures, languages and hours.
Hand-over routes Decide which team gets a conversation when Texa AI hands it over, with what priority, labels and ticket, and what happens if nobody answers in time.
Knowledge: teach Texa AI your answers Give Texa AI your FAQs, prices, fees and policies by typing them, uploading files, reading your website or using your help centre, then approve them.
The knowledge pack Tell Texa AI how your business works, what it is not, what it may and may never promise, and when it must hand to a person.
Knowledge gaps and suggestions See what Texa AI couldn't answer, write the missing answers, and approve improvements drafted from how your team answered.
Procedures Tell Texa AI how to handle each kind of request, in your own words or from conversations your team handled well, then check, approve and improve it.
Simulations Let AI-played customers talk to Texa AI in the sandbox, against your procedures and test answers, before a real customer does.
Experiments Try a changed procedure set on part of your live conversations, against the one you run now, and keep whichever does better.
Actions: connect your systems Let Texa AI look things up and make changes in your own systems, with ready-made connectors or your own API, under rules you set.
Texa Relay for systems behind your firewall Let Texa AI look up records in your core banking or database without opening your network, through a relay that runs inside it.
Quality checks Run checks on every conversation, by words or in plain English, get alerts when something needs attention, and review Texa AI's conversations.
Safety Stop Texa AI at once with the kill switch, download or delete a customer's data, see where your data lives, and read every change made to Texa AI.
Texa AI inside your current helpdesk Keep Zendesk, Freshdesk, Intercom, HubSpot, Salesforce or Zoho, and add Texa AI to it as an agent of its own.

Campaigns

Reminders, renewals and offers on WhatsApp, SMS and live chat

Campaigns Message customers first on WhatsApp, SMS or a call from Texa AI, with fallbacks, quiet hours, opt-outs and a holdout, and Texa AI answering the replies.
WhatsApp templates Write WhatsApp message templates, submit them to Meta for approval, and use them in campaigns, ticket messages and after the 24-hour window.
Live chat campaigns Greet website visitors with a message on chosen pages after a few seconds, so they start a conversation that Texa AI or your team can answer.

Surveys and research

Ask customers what they think and find out why

Surveys Ask customers what they think on WhatsApp, by link or on your website, with follow-up questions, and read the results with their own words.
Studies and AI interviews Find out why customers do what they do, with interviews Texa AI runs by voice or text, and reports where every finding quotes what people said.
Audiences and consent Make segments of customers to ask, from what they did, and keep the list of people who asked not to be contacted.
Survey triggers Send a survey by itself after a conversation, when your system reports an event, on a schedule, or when a customer seems about to leave.

Reports and analytics

How your team and Texa AI are doing; questions about your conversations

Reports See your team's conversations, response times and satisfaction by agent, team, inbox, label and branch, and download the figures.
Texa AI analytics See what Texa AI resolved and why it handed over, why customers get in touch, how your team is doing and what it all costs, with a weekly report by email.
Ask Texa AI about your conversations Ask a question about your customers in plain words and get an answer that quotes the conversations it comes from.

Phone

Texa AI answering and making calls

Texa AI on the phone Let Texa AI answer your phone line, look things up while the caller waits, transfer to a person with a summary, and follow up missed calls by message.

Credits and billing

How credits work, what things cost, top-ups and receipts

How credits work One prepaid balance in naira for everything Texa AI does, what happens when it runs low or runs out, and when credits expire.
What things cost The credits each thing uses, from a reply Texa AI sends to a minute on the phone, and what is free.
Top up your balance Buy credits by bank transfer in a few minutes, get a receipt with VAT, and what to do if a payment doesn't show.
See what used your credits Read the month's usage by meter, the rates in force, what was free, and your sandbox requests.

Team, roles and security

People, roles, branches, groups, sign-in and the audit log

Roles and what each one can do The five built-in roles, ready-made roles such as Approver and Finance, and how to make a role of your own.
Branches and locations Give each shop, office or branch its own people, inboxes, teams and opening hours, group them in regions, and report on each one.
Groups of companies Run several companies from one group, with people who work in all of them, while each keeps its own Texa Desk, Texa AI and verification.
Security and sign-in Protect your account with two-factor authentication, let your team sign in with Microsoft Entra ID, Google Workspace or SAML, and see every change in the audit log.
Your profile and notifications Set your name, picture, availability, language and email signature, and choose which notifications you get and where.
Account settings Your company's name and language, the messages customers get when a conversation closes or reopens, public holidays, and turning on branches and groups.
Close your account How to close your company's Texa Desk account, what stops at once, the 14 days to change your mind, and what is deleted and what is kept.

Your own help centre

Publish answers for your customers; let them follow their requests

Set up your help centre Publish a help centre for your customers with your name, colour and logo, where they find answers and follow their requests.
Write help articles Group articles into categories, write and publish them, keep them up to date, use them in replies, and give them to Texa AI.
Let customers follow their requests Customers see their requests on your help centre after confirming a code, send new ones, reply, and track one by its reference.

The mobile app

Texa Desk on iPhone and Android

The mobile app Answer customers, follow tickets and work with Texa AI from your phone, with the Texa Desk app for iPhone and Android.

Developers

The API, webhooks, SDKs and Texa AI inside your own website or app

The Texa API Make sandbox and live API keys, keep them safe, find the documentation, and see every request in the log.
Webhooks Get each event pushed to your server as it happens, signed so you know it came from Texa, and check every delivery.
Texa AI in your website and app Add Texa AI to your own website or mobile app, as a support chat for visitors and an agent that works in signed-in customers' accounts.
SDKs Install the Texa SDK for Python, JavaScript, React Native, Go, Swift or PHP, and where to find each one's guide.

Still need help?

Talk to us Chat with us on any page, or email [email protected]. Texa answers at once, and our team picks up anything it can’t solve.
Track a request Enter your reference and confirm the code we send to your email or phone.
Developer documentation Guides and the API reference for the Texa API, webhooks, the SDKs and the website widget.