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Concepts

The words these docs use, and what each one means in Texa.

Account

A business on Texa Desk. Everything (inboxes, people, Texa AI's settings, keys, credits) belongs to one account. The Texa Desk API puts it in the path (/api/v1/accounts/{account_id}); the Texa API knows it from the key.

Sandbox and live

Every account has two environments for Texa AI:

	Sandbox	Live
Key	`texa_test_…`	`texa_live_…`
Customers	none: you play them	real
Actions	answered by fixtures, or your staging connectors	your systems
Webhooks	sandbox endpoints (`http` allowed)	live endpoints (`https` only)
Credits	counted separately as `sandbox_requests`	drawn from your prepaid balance

The same procedures and knowledge serve both, so what you test is what customers get.

Inbox and channel

An inbox is where one channel's conversations arrive in Texa Desk: a WhatsApp number, an email address, a website's live chat, a phone line, an API inbox. Your team members belong to inboxes, and Texa AI is switched on per inbox. Conversations from the Texa API arrive in the App conversations inbox when they are handed over.

Conversation

One exchange with a customer. There are two kinds of id, because there are two systems:

In Texa Desk, a conversation has a number shown to your team (its display id, #171), used in the Texa Desk API's paths.
In the Texa API, a conversation is cnv_…. When a Texa API conversation is handed over to Texa Desk, it gets a Desk conversation too.

A Texa API conversation is active, with people (handed over), or closed.

Customer and contact

A contact is a person in Texa Desk, with a name, phone, email and custom attributes.
A customer reference (customer_ref) is your id for a person in the Texa API, such as user-1842. Texa AI remembers a customer across conversations by it. Merge two references or forget a customer at any time.

Texa AI, procedures and knowledge

Knowledge is what Texa AI answers from: documents, web pages and help centre articles your team added and approved in Texa AI → Knowledge.
Procedures are your written instructions for one kind of problem ("a failed transfer"), in plain words, compiled, checked and approved by a named person. Texa AI follows them step by step.
The agent is Texa AI's name, voice and manner for your business (GET /v1/agent).
The kill switch pauses Texa AI for the whole account at once (GET /v1/kill-switch tells you whether it's paused).

Action

Something Texa AI asks your systems to do: look up a transfer, cancel an order, issue a refund. An action has a name, typed inputs and outputs, and rules: whether it changes something, whether the customer must say yes, whether they must be verified first. Texa AI uses an action only in a step of an approved procedure. Actions

Event

Everything that happens in a Texa API conversation is an event: a reply, an action_request, a handover, a close. Events come back in the answer to your request, are all on GET /v1/events in order, and are pushed to your webhooks.

Handover

Texa AI passing a conversation to people, with a summary and the facts it established. From then on it does not reply until people hand the conversation back. Handing over

Ticket

A customer's request that needs tracking beyond one conversation: a reference (AUD-1001), a type, a state, a promise ("resolved within 14 days"), and every conversation about it. Tickets

Credits

Texa Desk is prepaid. Texa AI's replies, actions, voice minutes and API requests draw down your account's credit balance, the same whether they come through Texa Desk or the API. When it runs out, the Texa API answers 402. Top up in Texa Desk under Texa AI → Credits and billing. Usage and credits