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Email & Live Chat Reference

Texterz supports professional inbound/outbound email handling and seamless escalation to human operators.

Support Dashboard

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Email Infrastructure​

Inbound Handling​

  • Managed Inboxes: We provide a managed email address (e.g., support@your-org.texterz.ai).
  • AI Processing: Every incoming email is processed by your agent. It searches the knowledge base and drafts a reply.
  • Human Approval (Optional): You can configure the system to hold AI drafts for manual review before they are sent to the customer.

Outbound Campaigns​

  • Deliverability: We use high-reputation SMTP clusters to ensure your emails land in the inbox, not spam.
  • Custom Namespaces: Pro users can define a Template Namespace to customize the headers, footers, and logos of all system emails.

Live Chat Escalation​

When the AI identifies a situation it cannot handle, it triggers an escalation.

Escalation Triggers​

  • Explicit Request: "I want to speak to a human."
  • Low Confidence: The AI cannot find an answer in the Knowledge Base with sufficient certainty.
  • High-Value Event: Detecting specific keywords or sentiments that require immediate human attention.

Live Chat Dashboard​

Live Chat Dashboard

  • Real-time Monitoring: See all active AI conversations in real-time.
  • Takeover: One click allows a human operator to "hijack" the conversation. The AI stops responding, and the human takes control.
  • Handback: Once the human has resolved the issue, they can hand the conversation back to the AI.

Channel Setup​

For instructions on activating these features, see 3. Connecting Channels.