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Texa AI

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.

Help centreUpdated on

Go to Texa AI → Agent and inboxes → Inboxes. Each inbox shows its mode, its procedure set and its hours. Choose Settings on an inbox to change them.

The three modes

ModeWhat happens
Off: people onlyTexa AI doesn’t take part. Your team answers everything.
Shadow: AI drafts, people sendTexa AI writes a draft for every customer message, in the conversation’s Texa AI panel. Your agent sends it, edits it or writes their own. Customers only hear from people.
Live: AI answersTexa AI answers customers itself, and hands over when it needs to.

Live, in steps

When you switch an inbox to Live yourself, Texa AI starts on 10% of new conversations, and the rest stay in shadow mode. From the Overview, you take it to 50%, then 100%. Each step is held for at least 3 days, and the daily checks must pass: how often it hands over, how often actions fail, and how satisfied customers are compared with your team. If something goes badly wrong, the inbox goes back to shadow mode by itself, and the change is written in the audit log.

If you turned on Texa AI during set-up, your new inboxes start live on every conversation.

Shadow score

In shadow mode, every draft is scored by what your agent did with it: sent as it was, lightly edited, rewritten, or not used. The Overview shows the share sent as it was or lightly edited. That share is how Texa AI earns going live.

Testers

Under Testers, enter email addresses or phone numbers, separated by commas. Texa AI answers these people live, even in shadow mode, so you can try it end to end before customers get it.

The other settings

  • Procedure set: the approved procedures this inbox follows. Most companies use one set, support.
  • Languages: language codes, the default first, such as en, pcm, ha. Use English, or a language on Texa AI’s profile.
  • Outside business hours: Texa AI answers; hand-overs wait for the team, or Texa AI stays quiet; the team replies when back. This uses the inbox’s business hours. See Business hours and away messages.
  • Template after the 24-hour WhatsApp window: the approved template Texa AI sends once the window has closed. Without one, late replies go to your team.
  • Reply at a human pace, showing “typing…”: replies arrive after a natural pause instead of instantly.
  • Answer voice notes with a voice note: Texa AI replies with audio, and the text is kept in the conversation.
  • Greet when the website chat opens: Texa AI says hello as soon as a visitor opens the chat.

Choose Save. Changes apply to new conversations.

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.
  • 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.