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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.

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A procedure is how Texa AI handles one kind of request: what to ask, what to look up, what to tell the customer, and when to hand over. For example: a failed transfer, a damaged parcel or a lost card.

Procedures live in a procedure set. Most companies have one set, support, and each inbox follows a set.

Start from the starter set

If you have no procedures yet, choose Use the starter procedures in Texa AI → Procedures → Sets and versions. With these, Texa AI answers from your approved knowledge and hands anything about a customer’s account to your team. If you signed yourself up, your industry’s starter procedures are already approved.

Write a procedure

Go to Texa AI → Procedures → Write a procedure.

  1. In your words. Describe how your best agent handles the request. For example: “When a customer says their transfer hasn’t arrived, ask for the reference, look it up. If it’s pending, tell them pending transfers complete within 24 hours. If it failed, tell them the money comes back by itself within 24 hours. If it succeeded, hand it to the Payments team.” Add anything to tell Texa, or paste a conversation, if it helps.
  2. Choose Turn it into steps. Texa writes the steps: what to collect, the lookup, each branch, when to hand over, and when it’s done.
  3. The steps. Read them in plain words and edit them freely.
  4. Choose the Procedure set and Save as a new version. Texa checks every step and tells you anything it can’t run, and why.

From conversations your team handled

Under Or: from conversations your team handled, tick conversations where a person resolved a request well, or type their numbers, and choose Draft from these. Texa drafts the steps they followed.

Approve a version

In Sets and versions, open the set. A new version is a Draft until someone approves it with their name. An approved version is locked. Any change makes a new version. Use What changed to compare two versions before you approve.

A procedure can only use actions that are connected. The set lists the actions it uses. See Actions: connect your systems.

Test before customers see it

Compensation

Compensation is where payments for late complaints wait for a second person’s approval. See Complaints and your regulator.

Still need help?

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  • 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.
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  • 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.
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  • 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.