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Texa AI

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.

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Texa AI is your AI agent. It answers customers on your website chat, WhatsApp, email, SMS and phone. It understands voice notes, photos and documents. It looks things up in your systems, and it hands anything it can’t settle to the right person in your team.

Where its answers come from

Texa AI only tells customers what your business has approved:

  • Knowledge: your answers, prices, fees and policies, from documents, your website and your help centre. See Knowledge: teach Texa AI your answers.
  • Procedures: how to handle each kind of request, step by step, such as a failed transfer or a late order. See Procedures.
  • Actions: lookups and changes in your own systems, such as a transfer’s status, an order’s delivery or a card block. See Actions: connect your systems.

Nothing is used until a named person at your business approves it. Each approval is kept, with who approved it.

What it does in a conversation

  1. Answers first, in seconds, at any hour.
  2. Says it’s an AI. Customers always hear that they’re talking to an AI assistant.
  3. Speaks their language. English, Nigerian Pidgin and Hausa, as you choose. A customer writing in Pidgin gets Pidgin back.
  4. Reads what they send. It transcribes voice notes, reads receipts and screenshots, and summarises documents. A receipt’s “successful” is treated as the customer’s claim, never as proof: Texa AI checks your system.
  5. Looks things up through the actions you’ve connected, and tells the customer what your system says.
  6. Asks before it changes anything. An action that changes something, such as blocking a card or starting a refund, needs the customer’s yes, and often their verification.
  7. Hands over when the customer asks for a person, when a procedure says so, or when something goes wrong. The right team gets a summary. See Hand-over routes.

What it won’t do

  • Make up a fact, a fee or a date. If it doesn’t have approved information, it says so, and the question appears in Knowledge → Gaps for you to answer.
  • Promise what you’ve told it never to promise, such as a refund date.
  • Share one customer’s details with someone else, or give private details before the customer is verified.
  • Follow instructions hidden in a customer’s message, such as “ignore your rules”.
  • Act as a general chatbot. It declines poems, homework and anything outside your business.

How you stay in control

  • Shadow mode lets Texa AI draft answers that your team sends, until you trust it. See Choose how Texa AI works in each inbox.
  • Take over or Pause AI here in any conversation. See Texa AI in a conversation.
  • The kill switch in Texa AI → Safety stops Texa AI everywhere at once. See Safety.
  • Quality monitors check every conversation, and alert you when something needs attention. See Quality checks.
  • Usage and billing shows every credit used. Texa AI pauses itself if your balance runs out, and your team gets every conversation. See How credits work.

The Overview

Texa AI → Overview shows what Texa AI is doing this month, which inboxes it answers, and the go-live checklist. See The go-live checklist.

Still need help?

More in Texa AI

  • 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.