In every conversation, Texa Desk shows who is answering: Handled by Texa AI, Handled by your team, or Texa AI is paused here.
When Texa AI hands over
Texa AI hands a conversation to your team when the customer asks for a person, when something needs a decision it may not make, or when its procedure says so. It:
- assigns the right team and sets the priority;
- adds a private note that mentions the team, with what the customer asked, which procedure it followed, what it looked up and found, whether the customer was verified, and their last message;
- tells the customer a person will reply, and stops answering.
You’ll see it in Unattended and in your team’s view.
Take over
If Texa AI is answering and you want to step in, choose Take over above the reply box. You answer from then on, and Texa AI stops replying in this conversation.
Hand back to Texa AI
When you’ve done your part, such as approving a refund, choose Hand back to Texa AI. You can add a note on what you did and said, so Texa AI carries on from where you stopped. The customer never sees the note. Texa AI answers the customer’s next message.
Pause AI here
Pause AI here stops Texa AI in this conversation only, and tells your team. Choose Allow AI here again to undo it. To stop Texa AI everywhere at once, use the kill switch in Texa AI → Safety. See Safety.
Ask Texa AI about the conversation
Choose Ask Texa AI under the reply box, or the Texa AI button in the conversation’s header. A panel opens beside the conversation, where you can ask, for example:
- What does the customer want?
- What has Texa AI already checked?
- Draft a reply I can send.
- Summarize this conversation.
When Texa AI writes a reply for the customer, choose Put in reply to move it into the reply box. Read it, change it if you need to, and send it yourself. If Texa AI isn’t sure about something, it holds its draft back and says why. History keeps your earlier chats, for this conversation or for all your chats.
The Texa AI tab
The conversation’s side panel has a Texa AI tab with what Texa AI knows about this conversation: its summary, the procedure it followed, whether the customer was verified, and what it remembers about the customer from earlier conversations.
Shadow mode
If an inbox is in shadow mode, Texa AI doesn’t answer customers itself. It writes a draft in the panel, and your agent sends it, edits it or writes their own. How often drafts are sent as they are is how Texa AI earns going live. See Choose how Texa AI works in each inbox.