Texa Desk is where your team and Texa AI answer every customer, whatever channel they write on. Messages from your website chat, WhatsApp, email, SMS and your other channels arrive in one shared inbox. Texa AI answers what it can, using answers and procedures you approve. Anything it can’t settle goes to the right person in your team, with a summary of what has already happened.
You use Texa Desk in a web browser at your company’s address, or in the Texa Desk app on iPhone and Android.
The menu
The menu on the left holds everything. You only see the parts your role allows, so an agent’s menu is shorter than an administrator’s.
- My inbox: your own notifications, such as a conversation assigned to you or a colleague mentioning you in a note.
- Conversations: every conversation your role lets you see, grouped into views: all conversations, mentions, participating and unattended, plus one view per team, channel and label, and any folders you save.
- Tickets: problems that need follow-up, each with a reference such as TXD-1042 and a promised time. My tasks lists the tasks other teams have asked you to do.
- Calls: your phone and WhatsApp calls, if you use them.
- Contacts: your customers, with their details, conversations and notes. Companies groups contacts by the business they work for.
- Reports: conversations, agents, labels, inboxes, teams, satisfaction, Texa AI, branches and tickets.
- Campaigns: messages you send first, on live chat, SMS and WhatsApp.
- Help center: your own public help articles for customers.
- Texa AI: everything about your AI agent, including its profile, knowledge, procedures, actions, quality, analytics, research, campaigns, phone, developer tools, usage and billing, team and safety.
- Settings: your account, people, teams, inboxes, labels, automation, roles, security and more.
Who does what
| Person | Usually works in |
|---|---|
| Agent | Conversations, Tickets, Contacts |
| Supervisor or team lead | Conversations, Reports, the team’s tickets |
| Administrator or Owner | Settings, Texa AI, Usage and billing |
| Compliance or audit (Viewer) | Reads everything, changes nothing |
Each role is explained in Roles and what each one can do.
How a conversation flows
- A customer writes on any channel, and a conversation opens in Conversations.
- If Texa AI is live on that inbox, it answers in seconds. It can look things up in your systems through actions you have connected and approved.
- When the customer asks for a person, or Texa AI reaches something it may not do, it hands the conversation to the right team. The conversation gets a private note saying what was asked, what was checked and what is still open.
- Your team replies in the same conversation. Texa AI stays quiet while a person holds it.
- The conversation is resolved. If it needs follow-up, it becomes a ticket with a reference the customer can quote.