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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.

Help centreUpdated on

Texa AI only tells customers what your business has approved. Texa AI → Knowledge → Documents is where you give it your answers.

Add a document

  1. Choose Add a document.
  2. Give it a Title, such as “Transfer fees”.
  3. Choose its Kind:
    • FAQ: questions customers ask, with your answers.
    • Policy: rules, rates and fees Texa AI must quote exactly.
    • Product: your products and their prices, so Texa AI can describe them.
    • Price list, Terms, Procedure or Other.
  4. Paste the Text, or upload a File: PDF, Word, HTML, Markdown or plain text.
  5. Save. The document waits for approval.

Approve it

Nothing is used until a named person at your business approves it. Open the document, read it, and choose Approve. Type the full name and role of the person approving, such as “Ifeoma Obi, Head of Customer Service”. The name is kept with the document.

Documents waiting for approval are listed first in each kind.

Your website

Under Your website, enter your site’s address and choose Read this site. Texa AI reads up to 30 pages, as your sitemap or home page lists them. Each page becomes a document waiting for approval. When your site changes, choose Read again to add new pages and update changed ones as new versions.

Your Help Center

If you publish articles for customers in Help center, choose Add new and changed articles under Your Help Center. Each one becomes a document for Texa AI too, so you only write it once. An article you edit later becomes a new version, which replaces the old one once approved.

Write good knowledge

  • One topic per document. “Transfer fees” and “Card delivery” are easier to keep right than one long FAQ.
  • Exact figures. Write “₦25 to another bank, free to another Ada Bank account”, not “a small fee”.
  • Say what’s true now. Remove or update old prices the day they change.
  • Answer the questions customers ask. Use Gaps and Suggestions to find them. See Knowledge gaps and suggestions.

The knowledge pack

How your business works, in your words, is in the Knowledge pack tab. See The knowledge pack.

Still need help?

More in 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.
  • 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.
  • 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.