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Texa AI

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.

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Texa AI → Safety has the controls you need when something goes wrong, and when a customer asks about their data.

Kill switch

Pause Texa AI stops Texa AI everywhere, at once. Every conversation goes to your team on the customer’s next message, and customers keep getting answers from people. Nothing is lost. Choose Turn Texa AI back on when you’re ready.

Test it once a month: the go-live checklist asks for a pause and resume in the last 30 days.

To stop Texa AI in one conversation only, use Pause AI here in that conversation.

A customer’s data

Enter the customer’s Contact ID in Texa Desk. It’s the number at the end of their contact page’s address. Then:

  • Download their data: everything kept about them, including their contact, every conversation’s messages, what Texa AI remembers, their consents, survey answers, campaign messages, and the actions run in their conversations. Send it to the customer when they ask to see their data, as the NDPA and similar laws require.
  • Forget: deletes their contact and conversations in Texa Desk, and everything Texa AI and Texa keep about them. Type forget to confirm. Forgetting can’t be undone. A switch keeps the Desk contact if you need to.

Complaints your regulator requires you to keep are kept for that time, even when a customer is forgotten.

Both are recorded in the changes log.

Where your data lives

Every place that keeps or reads your customers’ conversations is listed. If your business must keep data in one country, set Must stay in with the reason under Because. The go-live checklist then checks every part.

Changes

Every change made in Texa AI, who made it and when, such as an approval, a mode change, a kill switch or a deletion.

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.
  • 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.
  • 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.