Texa AI in your product

Handing over to people

When Texa AI hands a conversation to people, and how your team or your own system answers.

Texa AI hands a conversation to people when a procedure says so, when the customer asks for a person, when actions fail twice, or when it cannot help. The answer (and the feed, and the conversation.handover webhook) then carries:

{"type": "handover", "handover_id": "hnd_...", "reason": "customer_asked",
 "priority": "high", "summary": "Sent N80,000 to the account ending 4471, meant 4417. Verified. Upset.",
 "facts": {"account_last4": "4471"}}

From then on Texa AI does not reply. The customer's messages are still recorded, so the conversation's record stays whole. Choose who answers, per environment, in Texa Desk under Texa AI → Developers:

Your team, in Texa Desk (the default)

The conversation appears in the App conversations inbox of your Texa Desk, with Texa AI's summary, what it established, the conversation so far, and the team, priority and labels your handover routes give (Texa AI → Agent and inboxes → Handover). Your team gets the usual Texa Desk notifications, on the web and in the mobile app.

• Keep sending the customer's messages to POST /v1/conversations/{id}/messages as usual: they appear in the Desk conversation.
• Each reply your team writes reaches your server as the conversation.human_message webhook: show data.text to the customer in your app. Subscribe to it, or replies from the Desk will not reach the customer. The Desk warns your team when there is no such webhook.

{"type": "conversation.human_message", "conversation_id": "cnv_...",
 "data": {"conversation_id": "cnv_...", "message_id": "cw_1022", "author": "Bola",
          "text": "I've found your transfer. It will be reversed within 24 hours.",
          "sent_at": 1790000123, "attachments": []}}

• When your team sets the conversation to pending, or assigns it back to Texa AI, Texa AI carries on. Its next replies come as conversation.reply webhooks. When they resolve it, the conversation closes.

Your own system

Your people answer in your own tools. Texa tells you with the conversation.handover webhook and does nothing more. Then:

• POST /v1/conversations/{id}/human-messages with {"text", "author"} records what your person said, so Texa AI knows it when it takes over again. Show it to the customer yourself.
• POST /v1/conversations/{id}/handback with a note of what was done gives the conversation back to Texa AI. Its answer carries Texa AI's next reply.
• POST /v1/conversations/{id}/close closes it.

Handing over yourself

POST /v1/conversations/{id}/handover with a reason hands a conversation to people at any time, for example when your app's user taps "talk to a person". POST /v1/conversations/{id}/assist gives the person holding it a suggested reply. It is screened like every reply, and never sent by Texa.