kb.tegsofttouch.ai

## Sections
• [👋 Welcome to Tegsoft Touch](https://kb.tegsofttouch.ai/welcome-to-tegsoft-touch.md): Every call, chat and message answered, day and night Tegsoft Touch gives your business AI agents that answer your customers on the phone, on WhatsApp, by SMS, by e-mail and on your website. They speak in your name, in your customers' language, with the facts you give them, and they hand the conversation to a person whenever it needs one. No telephony project, no developers, no new phone number. You keep the numbers your customers already know, set up an AI agent in minutes, and watch it take its first call the same day. New here? Start with the Quickstart under Getting Started: sign up, create your Touch Identity, set up an AI agent and connect your number in about 15 minutes. What you can do with Tegsoft Touch 🤖 AI agents Start from a ready-made template such as Receptionist or Appointment booking, choose a voice, and test it in your browser before a single customer calls. 📞 Your own numbers Bring the business numbers you already have. One number carries voice, WhatsApp, SMS and Visual IVR, and you decide who answers each channel. 📘 Your rules, your knowledge Engagement Rules set the tone, the topics and when to hand over. The Knowledge Base holds the articles, questions and answers and web pages your AI agents answer from. 🏢 Touch Identities One Touch Identity for each company, brand or person you speak for. Run several from one account and switch between them in a click. ✨ Teggy, your AI guide Ask Teggy anything about Tegsoft Touch, by typing or out loud. It shows you the way on screen and can prepare an AI agent or a number for you to confirm. 💳 Clear costs Every screen that costs something shows an estimate in credits before you commit, so there are no surprises on the invoice. How it works 1 Create your Touch Identity Tell us who your AI agents speak for: your company, a brand, or yourself. It takes less than a minute. 2 Set up an AI agent Pick a template, add your opening hours and services (or let Help me write this do it), choose a voice and test it. 3 Add your number Add the number your customers call, verify it with a code, and choose the AI agent that answers. 4 Go live Forward your calls to Tegsoft Touch, call your own number, and hear your AI agent answer. Who Tegsoft Touch is for Small and growing businesses that lose customers to missed calls, after-hours messages and long waits. Clinics, salons, repair shops and studios that live on appointments and want them booked while the team is busy. Online shops that answer the same order and delivery questions every day. Sales teams that want every new lead greeted and qualified within seconds. Professionals and freelancers who need a personal assistant to answer for them when they cannot. Agencies and multi-brand companies that run customer communication for several brands from one place. Why businesses choose Tegsoft Touch Never miss a customer. AI agents answer every call and message at once, 24 hours a day, including weekends and holidays. Speak your customers' language. Agents understand and answer in the language the customer uses, and you choose which languages they focus on. Stay in control. You write what the agent may say, what it must never say and when it hands over to a person. Keep your numbers. Nothing changes for your customers: they call the same number, and you can switch back at any time. Built on Tegsoft. Tegsoft Touch runs on the same Customer Engagement platform that more than 1,200 brands rely on for their contact centers. Find your way in this knowledge base If you want to… Go to Get started from zero 🚀 Getting Started See what is new this month ✨ What's New Get ideas for your business 💡 Use Cases Build and fine-tune an AI agent 🤖 AI Agents Connect a number, WhatsApp, e-mail or website 📞 Phone Numbers and 💬 Channels Invite your team 🏢 Touch Identities & Team Fix something that does not work 🛟 Troubleshooting & FAQ Ready? Open the Console at console.tegsofttouch.ai and create your account.
• [🚀 Getting Started](https://kb.tegsofttouch.ai/getting-started.md): Welcome aboard! This section takes you from a new account to an AI agent that answers your customers. Follow the articles in order the first time; afterwards, come back to whichever one you need. Article What you will do Time Quickstart The whole journey on one page: account, Touch Identity, AI agent, number, first call. 15 min Create your account Sign up with e-mail, Google, Apple or Facebook. 2 min Create your first Touch Identity Tell Tegsoft Touch who your AI agents speak for. 1 min Find your way around the Console The top bar, the left menu, favorites, search and the tour. 5 min Recommended actions Your personal setup checklist, with a button for every step. 3 min Meet Teggy, your AI guide Ask questions, get guided steps and let Teggy prepare changes for you. 3 min Stuck at any point? Click Teggy in the top bar of the Console and ask in your own words, for example "How do I connect my number?". Teggy knows the screen you are on.
  • [Quickstart: your first AI agent live in 15 minutes](https://kb.tegsofttouch.ai/getting-started/quickstart-your-first-ai-agent-live-in-15-minutes.md): In about 15 minutes you will have an AI agent answering calls to your own business number. You need a computer with a browser, the phone that has your business number, and a second phone to make a test call. 1 Sign up Open console.tegsofttouch.ai and click Sign up. Use your e-mail and a password, or continue with Google, Apple or Facebook. E-mail sign-ups confirm the address with a 6-digit code. 2 Create your Touch Identity Choose Business / Company or Other, type the name and pick a category. A business also enters its tax number and tax office. Click Create Touch Identity. 3 Create an AI agent Go to Rules & Definitions → AI Agents → Create your first AI agent. Pick the Receptionist template and click Use this template. In System Prompt, add your opening hours, address and services, or click Help me write this and describe your business in your own words. Click Save. 4 Choose a voice and test Open the agent from My agents. Under More settings → Add setting → Voice, play a few voices and click Use. Then click Test and talk to your agent in Conversation mode. 5 Add and verify your number Go to Rules & Definitions → Phone Numbers → Add your first phone number. Type it with the country code, for example +905321234567, and press Enter. Click Verify now, send the code by SMS, voice or WhatsApp, and type it in. 6 Choose who answers Click the number's card. On Voice → Routing, click Set an answer, choose AI Agent, pick your Receptionist and click Save. 7 Forward your calls and go live Open Activate & Test. On a mobile line, dial the forwarding code shown on the screen (for example **61* + entry number + # to forward calls you do not answer). Call your number from another phone: your AI agent answers. Click It worked. That's it: your AI agent now answers every call to your number, day and night. Keep improving it: add facts to the Knowledge Base, set your Engagement Rules, and turn on WhatsApp and SMS for the same number. Tips for a great first week Start with "When you do not answer" forwarding. You still answer yourself, and the AI agent only takes the calls you miss. Switch to "All calls" once you are confident. Set the agent's Main language to the language most callers speak. It makes speech recognition far more accurate. Put the real facts in the instructions: hours, address, prices you are happy to share. Tell the agent never to invent anything. Fill in a short First Message with the agent's name, for example "Hello, this is Elif from Bright Dental, how can I help?". Follow Recommended in the left menu: it lists every step still open for your Touch Identity. Before you turn on forwarding, ask your phone operator whether forwarded calls are included in your package. Some operators charge them like a normal call to the entry number.
  • [Create your account](https://kb.tegsofttouch.ai/getting-started/create-your-account.md): Your account is you: your name, your sign-in and your preferences. It is separate from the businesses you work for, which are Touch Identities. One account can belong to as many Touch Identities as you like. Sign up with e-mail Go to console.tegsofttouch.ai and click Sign up . Enter your first name, last name and e-mail, and choose a password. Accept the Terms and Conditions and the Privacy Policy, then click Next . Check your inbox for a 6-digit code and type it in. This confirms the e-mail address is yours. Passwords need at least 8 characters, with an uppercase and a lowercase letter, a number and a special character. The sign-up screen ticks each rule off as you type. Sign up with Google, Apple or Facebook Click Continue with Google , Continue with Apple or Continue with Facebook and approve the request. These providers have already verified your e-mail, so no code is needed and you go straight to creating your Touch Identity. An account made with Google, Apple or Facebook starts without a password. You can add one later in Account → Sign-in & Security and then sign in either way with the same e-mail. What happens next Signing up creates your account only. Next you create a Touch Identity, the company, brand or person your AI agents will speak for. You can do it straight away, or click Skip for now and come back to it: until you belong to a Touch Identity, the Console opens on the welcome screen with a Get started button. If a colleague has invited you to their Touch Identity, you do not need to create your own: accept the invitation from the bell in the top bar. Didn't get the code? Look in your spam or promotions folder. The e-mail comes from Tegsoft Touch. Wait for the countdown and click Resend code . Check the address for typos; click Go back to correct it. Company mail filters sometimes hold automated e-mails. Ask your IT team to allow Tegsoft Touch, or sign up with Google, Apple or Facebook instead.
  • [Create your first Touch Identity](https://kb.tegsofttouch.ai/getting-started/create-your-first-touch-identity.md): A Touch Identity is the company, brand or person your AI agents speak for. It holds its own phone numbers, e-mail addresses, websites, AI agents, rules and team. Everything you do in the Console belongs to the Touch Identity selected in the top bar. Examples: your company ("Bright Dental"), one of your brands ("Bright Kids Dental"), or yourself if you use Tegsoft Touch as your own assistant ("Dr. Ayşe Demir"). Create it in under a minute On the welcome screen, click Get started (or continue straight from sign-up) and fill in: Field What to enter Entity type Business / Company for a legal company; Other for an individual, a personal brand, a community or anything else. Touch Identity Name The name customers know you by. AI agents use it when they speak for you. Category What kind of business or person you are, for example Dental clinic or Real estate. Required for a business, optional for Other. Tax Number and Tax Office Businesses only. Other needs no tax details. Notes Optional. Anything you want to remember. Click Create Touch Identity . The Dashboard opens, and you are the Business owner of your new Touch Identity. It also becomes your default, the one you land in when you sign in. We keep the first step short on purpose. Your logo, address and business description come later, from Recommended in the left menu, which takes you to each one in a click. Next steps Take the short tour that starts at your first sign-in. It shows you the top bar and the menu. Complete Describe your business in Touch Identity Profile. The better your AI agents know you, the better they answer. Create your first AI agent and connect a number. The Quickstart walks you through it. Invite your colleagues from Settings → Users . Running more than one brand? You can create as many Touch Identities as you need. See Create and switch Touch Identities .
  • [Find your way around the Console](https://kb.tegsofttouch.ai/getting-started/find-your-way-around-the-console.md): The Console has three parts: the top bar , the left menu , and the screen you are working on in the middle. Teggy and Learn open as panels on the right, and both can be open at once. Everything you see belongs to the Touch Identity selected in the top bar: switch it, and the whole Console switches with it. The top bar Item What it does Tegsoft Touch logo Back to the Dashboard. Touch Identity switcher Shows the active Touch Identity. Click it to search, switch, create one with Add New, or open the full list from the Identities heading. Edit pencil Owners and managers: opens the Touch Identity Profile of the active Touch Identity. Teggy Your AI guide. Ask anything about Tegsoft Touch, typed or spoken. Learn The guides for the screen you are on, next to it. You can also open them in a new tab. Bell Notifications, mostly invitations to join a Touch Identity, with Accept, Snooze and Reject. Your name Account, Language, Support, Take the tour and Log out. When we release a new version, a bar says "A new version of Tegsoft Touch is ready." Click Reload to use it straight away. The left menu Group What is in it Recommended Your setup progress (for example ☑ 5/8). Owners and managers only. Dashboard The overview of the active Touch Identity. Rules & Definitions Touch Identity Profile, Engagement Rules, Phone Numbers, Emails, Websites, Knowledge Base, AI Agents, plus Skills and flows, Human Agents, Tools and Integrations (coming soon). Inbound Channels Where customers reach you: WhatsApp today; Voice, Live Chat, SMS, Facebook, Instagram, Email, Tickets, Video and Touch Mobile App coming soon. Outbound Channels Where you contact customers: Voice Campaigns and Email Campaigns; WhatsApp Campaigns and SMS Campaign coming soon. Monitoring Live views of calls, chats, conferences and activities. Reports Call, agent, campaign, message and ticket reports, and Voice Recordings. Data Management Contacts, Companies, Contact Groups and Tickets. Settings Recommended actions, Platforms, Users and other administration screens. Plans & Billing Subscription Add-ons, License Assignments, Payment Options and Invoices. The ☰ button collapses the menu to icons; click a group icon to see its apps in a pop-out. Click a group heading to open or close it, and the Console remembers which groups you left open. Items marked Soon are on their way and cannot be opened yet. Search and Favorites Search… at the top of the menu finds any app as you type. To pin an app, click its ⋮ button and choose Add to favorites . Favorites sit at the top of the menu and follow your account to any browser. To remove one, use ⋮ → Remove from favorites , or click the pencil, then × on the item, then ✓. Saving your work Most screens, such as Touch Identity Profile and Engagement Rules, have a Save button and ask you to confirm if you try to leave with unsaved changes. The AI agent editor saves by itself a moment after you stop typing, and shows Saved 14:32 with the time of the last save. The tour and the language A short tour starts at your first sign-in. Run it again any time from your name → Take the tour . To change the language, choose your name → Language , search, and click a language. The choice is saved to your account and applies on every device.
  • [Recommended actions](https://kb.tegsofttouch.ai/getting-started/recommended-actions.md): Recommended actions is your setup checklist. It lists what your Touch Identity still misses, explains in plain words why each step matters, and gives you a button that opens exactly the place where you complete it. You find it at the top of the left menu as Recommended , with your progress as a count and a bar (for example ☑ 5/8), and as a card at the top of the Dashboard. Only owners and managers see it. The steps Step Why it matters Name and entity type Done when you create the Touch Identity. Category Helps AI agents and customers understand what you do. Tax details (businesses only) Needed for invoices. Open until both the tax number and the tax office are in. Logo Makes your Touch Identity recognisable in the switcher and on your public profile. Address Lets AI agents tell customers where to find you. Business description Business overview, target customers and products and services: what every AI agent knows about you. Engagement Rules How your AI agents behave: tone, topics, working hours and handover. Done once any rule, greeting or escalation contact is saved. First AI agent The agent that answers your customers. Knowledge Base Articles, questions and answers or web pages your agents answer from. Phone number The number your customers call and message. Email The address your customers write to. Website Where your visitors chat and call you. Hide what you do not need Not every step fits every business: maybe you have no website. Hide a step and it leaves the count, so your progress can still reach the end. Open Settings → Recommended actions to hide steps, show hidden ones again, and choose Where to show : Dashboard and menu (default): a card on the Dashboard and the Recommended entry in the menu. Menu only : just the menu entry. Hidden : only on the Recommended actions screen. These choices are saved for the Touch Identity, so they apply to all its owners and managers. When every step is done or hidden, the card and the menu entry disappear by themselves.
  • [Meet Teggy, your AI guide](https://kb.tegsofttouch.ai/getting-started/meet-teggy-your-ai-guide.md): Teggy is Tegsoft's AI, built into the Console to help you and your team use Tegsoft Touch. It explains screens, answers how-to questions, shows you the way step by step, and can prepare changes for you to confirm. Click Teggy in the top bar to open it. Teggy helps your team. Your AI agents are the ones that talk to your customers. Teggy never answers your customers. Ask anything, typed or spoken Type a question, for example "How do I forward my calls?" or "Why does my number say Unverified?". Or press the microphone and ask out loud, in your own language. Press the speaker under an answer to hear it read aloud. Press the headset at the top of Teggy for hands-free voice chat: Teggy reads every answer aloud and, after you asked by voice, listens for your next question by itself. Press it again to stop. Teggy sees the screen you are on, so "What does this setting do?" just works. The conversation stays with you as you move between screens; New chat starts over. Show me: guided steps When an answer has steps, click Show me . Teggy opens the right screen and highlights the button to press. It does not block anything: press the button yourself and Teggy moves on to the next step. Let Teggy do it for you Owners and managers can ask Teggy to: Create an AI agent , for example "Create a receptionist for my clinic that speaks Turkish and English". Add one of your phone numbers and verify it with the code sent to it. Send a number's calls or messages to an AI agent , for example "Route WhatsApp on +90 532 123 45 67 to my Receptionist". Teggy shows what it prepared on a card. Nothing changes until you press the card's button (Create, Add or Route); press Cancel to drop it. Other members can ask how these work, and doing them is for owners and managers. Good questions to start with "What should I set up first?" "How do I make my agent introduce itself as Elif?" "What is the difference between Engagement Rules and the Knowledge Base?" "How do I invite a colleague as manager?" "My test call rang my own phone. What is wrong?" Teggy answers from the same articles you are reading here. If it is not sure, it says so and points you to Tegsoft support.
• [✨ What's New](https://kb.tegsofttouch.ai/what-s-new.md): The highlights of the latest Tegsoft Touch releases. Detailed notes for every release are under 📝 Release Notes . November 2026 ✨ Teggy, your AI guide in the Console Ask Teggy anything about Tegsoft Touch by typing or speaking. It knows the screen you are on, answers in your language, reads answers aloud, and offers hands-free voice chat. Show me opens the right screen and highlights the button to press. Owners and managers can ask Teggy to create an AI agent, add and verify a number, or route a number to an AI agent: you confirm on a card before anything changes. 📞 A brand-new Phone Numbers experience Number cards show the country, the verification date, who answers each channel and the estimated monthly cost. Filters for verification, channel and routing, and search by digits or country. Each number has its own screen with channel switches, verification and routing per channel. Activate & Test walks you through call forwarding with ready-to-dial codes, lets you test, and helps you find the problem if the test fails. New numbers start with every channel on, and recording is on for new rules. 🤖 A smarter AI agent editor Help me write this writes the instructions from a typed or spoken description, and edits them precisely on request ("Make the answers shorter"), showing What changes. Give your agent a name callers hear with one click. Main language and up to five other languages, with a choice to answer in the caller's language or only in yours. Answer quality (Fast, Balanced, Best) instead of technical model names. A voice library with previews, filters by gender and language, and the cost of each voice. Callers can ask the agent to speak more slowly or faster. New Personal Assistant template, and a filter to find agents by the number routed to them. 📘 Knowledge Base Add articles, questions and answers, and website pages for your AI agents, choose which agents use each source, and see exactly what agents receive. Your Touch Identity Profile and Engagement Rules are always included. ☑ Recommended actions A setup checklist on the Dashboard and in the menu, covering your profile, Engagement Rules, AI agents, Knowledge Base, number, e-mail and website. Hide what you do not need and choose where it shows. 🏢 Touch Identities and accounts A short first-time wizard: entity type, name, category and, for a business, tax details. Display name for long names in the switcher, and the All Ages option for your target customers. Clear ownership rules: only owners manage ownership, and every Touch Identity always keeps an owner. Leave or delete a Touch Identity, and delete your account, with a clear list of what is removed and what stays. Set a password on a Google, Apple or Facebook account, and reset a forgotten password with an e-mailed code. 🧭 Easier to find your way A first-login tour, favorites in the left menu, and the language switch in your profile menu. Every app has an Overview, its own list and a Documentation tab, with cost estimates in credits. The Console notices a new version and offers to reload. Coming next We are working on: AI agents answering from the Knowledge Base and Engagement Rules on live calls and chats, Human Agents and IVR menus as routing destinations, AI agent tools (transfer, SMS, tickets, web search) and integrations (CRM, calendar, webhook), the live chat widget for your website, WhatsApp and SMS campaigns, and more inbound channels. Each one is described under its own article, marked Coming soon .
• [💡 Use Cases](https://kb.tegsofttouch.ai/use-cases.md): Every business has conversations that repeat all day: "Are you open?", "Can I book for Friday?", "Where is my order?". Tegsoft Touch AI agents take those conversations off your hands, on every channel, at any hour, and pass on only what really needs a person. Each use case below explains the result you can expect, the setup in a few steps, and an example of the instructions to start from. ☎️ AI receptionist Answers every call, gives hours and directions, takes messages and passes callers to the right person. 📅 Appointment booking Books, moves and cancels appointments on the phone and WhatsApp, and confirms the date back. 📦 Support and order status Answers the questions your team hears every day and hands the rest over with a summary. 🎯 Lead qualification Greets every new prospect in seconds, asks your key questions and passes the hot ones to sales. 👤 Personal assistant Answers for you when you are busy, takes messages and tells you what is urgent. 🏢 Agencies and brands Run customer communication for several brands or clients from one account. What our customers gain Zero missed calls , even at lunch, after hours and on holidays. Instant answers : no hold music and no "we'll call you back". More time for your team , who handle the conversations that need a person. One consistent voice for your business on the phone, WhatsApp, SMS, e-mail and the web.
  • [AI receptionist that never misses a call](https://kb.tegsofttouch.ai/use-cases/ai-receptionist-that-never-misses-a-call.md): Every missed call is a customer who may call your competitor next. An AI receptionist answers every call on the first ring, in a friendly voice with your business name, and does what a good front desk does: answers the common questions, takes messages and sends callers to the right place. What your AI receptionist does Greets callers by your business name and introduces itself by the name you choose. Answers questions about opening hours, address, parking, services and prices you are happy to share. Takes a message with the caller's name, number and reason, so you can call back. Speaks the caller's language, and slows down when asked. Offers a colleague when the caller asks for one. Live transfer to your team (the Transfer Call tool and Human Agents) is coming soon; until then the agent takes a message for a call-back. Set it up Go to Rules & Definitions → AI Agents → Add New AI Agent and pick the Receptionist template. Add your facts to the System Prompt, or click Help me write this and say "Also say we are open 9 to 6 on weekdays and 10 to 2 on Saturdays". Click Give your agent a name callers hear , type a name, and use it in the First Message. Set the Main language, choose a voice, save and test. Route your number's Voice channel to the agent and turn on call forwarding. Example instructions You are the receptionist of Bright Dental, a family dental clinic in Kadıköy, Istanbul. We are open Monday to Friday 09:00–19:00 and Saturday 10:00–14:00. We are closed on Sundays. Our address is Moda Caddesi 12, Kadıköy. There is paid parking next door. For an appointment, take the caller's name, phone number and preferred day, and say the clinic will confirm by SMS. Never give medical advice. For pain or an emergency, tell the caller to come in or call 112. If you do not know the answer, say so and offer to take a message. Never invent information. Keep answers short and ask one question at a time. Make it even better Use When you do not answer forwarding to keep answering yourself and let the AI receptionist catch the rest. Add an After hours exception that sends evening calls to a second agent that takes messages only. Turn on WhatsApp for the same number so customers who prefer writing get the same answers. Set a When nobody answers message in Call Behaviour so a silent caller is prompted kindly.
  • [Appointment booking around the clock](https://kb.tegsofttouch.ai/use-cases/appointment-booking-around-the-clock.md): Clinics, salons, workshops, studios and consultants live on their calendar. Yet most booking calls come in exactly when the team is busy with a customer. An appointment-booking AI agent takes those requests at any hour, on the phone and on WhatsApp, and confirms the details back so nothing gets lost. What the agent does Asks for the service, the preferred day and time, and the customer's name and number, one question at a time. Handles changes and cancellations of existing appointments. Reads the date and time back to the customer to confirm. Respects your working hours and the services you offer. Coming soon: the Calendar integration will let the agent check your free slots and write the appointment straight into your calendar. Until then the agent collects and confirms the request, and your team enters it in your calendar. See Tools and integrations. Set it up Create an agent from the Appointment booking template. List your services, their duration and your opening hours in the instructions. Set your Working Hours in Engagement Rules . Route the Voice and WhatsApp channels of your number to the agent. Example instructions You book appointments for Studio Mira hair salon. Services: women's haircut (45 minutes), men's haircut (30 minutes), colouring (2 hours), blow-dry (30 minutes). We take appointments Tuesday to Saturday between 10:00 and 19:00. Ask for the service first, then the day and time, then the customer's name and mobile number. Repeat the service, day and time back and ask the customer to confirm. Tell the customer the salon will send a confirmation message. Do not quote prices; say the stylist confirms the price at the salon. Tips Ask the agent to say dates as "Friday the 14th at 3 pm" rather than numbers, so they are easy to follow on the phone. Add a questions-and-answers source to the Knowledge Base for cancellation rules and preparation instructions. For walk-in-only services, tell the agent clearly so it does not try to book them.
  • [Customer support and order status](https://kb.tegsofttouch.ai/use-cases/customer-support-and-order-status.md): Most support questions are the same twenty questions. "Where is my order?", "How do I return this?", "Do you ship abroad?". A customer-support AI agent answers them instantly on chat, WhatsApp, e-mail and the phone, and passes anything unusual to your team with a short summary, so your people spend their time where it counts. Two templates to start from Template Best for Customer support Answers common questions from your information and hands anything else to a human agent with a summary. Fits every channel. Order status Asks for the order number and tells the customer where the order is and when it will arrive. Best on live chat and WhatsApp. Set it up Create an agent from the Customer support template. Add your policies to the Knowledge Base : paste your returns policy as an article, add your top questions as questions and answers, and add your shipping page as a website page. In Engagement Rules , list Topics to Avoid (for example legal disputes) and Escalation Trigger Phrases ("complaint", "refund not received"). Route WhatsApp, SMS and voice on your number to the agent. Coming soon: AI agents answer from the Knowledge Base on live conversations, the Lookup Customer and Create Ticket tools, and a Webhook integration to fetch live order data from your shop. Until the Knowledge Base is connected, put the key facts in the agent's instructions too. Example instructions You answer customers of Nova Home, an online home-goods shop that ships within Türkiye. Orders ship within 2 working days. Delivery takes 1–3 working days after shipping. Customers can return unused items within 14 days. Returns are free with the code on the delivery note. If a customer asks about a specific order, ask for the order number and say a colleague will reply with the tracking details today. For a damaged item, apologise, ask for a photo and the order number, and pass it to the team. Never promise refunds or discounts. Never invent delivery dates. Measure the result Follow conversations in Monitoring and the message and ticket reports in Reports . Each question your agent could not answer is a hint for a new Knowledge Base entry.
  • [Lead qualification for sales teams](https://kb.tegsofttouch.ai/use-cases/lead-qualification-for-sales-teams.md): The first company to answer a new lead usually wins it. A lead-qualifier AI agent talks to every prospect within seconds, on your website chat, WhatsApp or the phone, asks the questions your sales team would ask, and passes the interested ones on, so your salespeople only spend time on real opportunities. What the agent does Welcomes the prospect and finds out what they are looking for. Asks your qualifying questions: budget, timing, company size, location, whatever matters to you. Answers product questions from your information. Collects the contact details and the best time to call, and tells the prospect when sales will be in touch. Politely closes conversations that are not a fit. Set it up Create an agent from the Lead qualifier template. Write your qualifying questions in the instructions, in the order you want them asked. Describe your ideal customer in Touch Identity Profile → Target Customers . Route the number you advertise, and your WhatsApp, to the agent. Example instructions You talk to people interested in Atlas Solar's rooftop solar panels for homes. Find out, one question at a time: the city, whether they own the house, the roof type, the average monthly electricity bill, and when they want the installation. A good lead owns the house and pays more than 1,500 TL a month for electricity. For a good lead, ask for their name and the best time to call, and say an advisor will call within one working day. For tenants, explain that we install only for owners and thank them warmly. Never quote a price; prices depend on the site survey. Go further Use Voice Campaigns to call back leads from a list. Keep your leads in Data Management → Contacts and group them in Contact Groups. Coming soon: the CRM integration sends each qualified lead straight into your CRM.
  • [A personal assistant for professionals](https://kb.tegsofttouch.ai/use-cases/a-personal-assistant-for-professionals.md): Doctors in surgery, lawyers in court, consultants in meetings, tradespeople on a ladder: when you cannot pick up, your calls still matter. Tegsoft Touch works for individuals as well as companies. Create a Touch Identity for yourself and let a personal assistant answer when you are busy. What your assistant does Answers your calls and WhatsApp messages in your name, for example "Hello, this is Deniz, Dr. Demir's assistant". Tells callers when you are available and takes a message. Recognises what is urgent, based on what you tell it, and flags it. Keeps private things private: you decide what it may and may not share. Set it up in minutes When you create your Touch Identity, choose Other as the entity type and use your own name. No tax details are needed. Create an agent from the Personal Assistant template. Add your mobile number, verify it, and route Voice and WhatsApp to the assistant. On your mobile, dial **61* + entry number + # so calls you do not answer go to your assistant. Your phone still rings first. Example instructions You are Deniz, the personal assistant of attorney Selin Demir. Selin is usually in court in the morning and returns calls between 15:00 and 18:00. Take the caller's name, number and a one-sentence reason for the call. A call is urgent if it is about an arrest, a hearing today or a deadline today. Start the message of an urgent call with the word URGENT and tell the caller Selin will see it first. Never give legal advice and never discuss other clients' cases. Tip: create a second Touch Identity later if you also run a business. One account can manage both, and you switch between them in the top bar.
  • [Agencies and multi-brand businesses](https://kb.tegsofttouch.ai/use-cases/agencies-and-multi-brand-businesses.md): A business with several brands, a franchise with several branches, an agency serving several clients: each one needs its own voice, its own numbers and its own rules. In Tegsoft Touch each of them is a separate Touch Identity , and one account can run them all. Why it works Fully separate. Each Touch Identity has its own phone numbers, e-mail addresses, websites, AI agents, Engagement Rules, Knowledge Base and members. Nothing leaks from one brand to another. One sign-in. Switch between Touch Identities from the switcher in the top bar. There is no limit to how many you create. The right people in each. Invite the client's own staff to their Touch Identity only, as owners, managers or users. Hand over cleanly. Make the client an owner of their Touch Identity, and once they accept, step down or leave. Set it up Open the switcher in the top bar and click Add New for each brand or client. Give long names a short Display name (up to 30 characters) so they are easy to tell apart in the switcher. Build each brand's AI agents from the same templates and adapt the tone in its Engagement Rules. Invite each client's team from Settings → Users while that Touch Identity is selected. Always check the switcher before you change something. Settings, numbers and agents belong to the Touch Identity selected in the top bar. Interested in a partnership for your agency? Write to sales@tegsoft.com .
• [🏢 Touch Identities & Team](https://kb.tegsofttouch.ai/touch-identities-and-team.md): A Touch Identity is the company, brand or person your AI agents speak for. Your account is you; a Touch Identity is who you work for. You can belong to several Touch Identities, each with its own team. What belongs to a Touch Identity Its profile: name, logo, category, tax details, address and business description. Its channels: phone numbers, e-mail addresses and websites. Its AI agents, Engagement Rules and Knowledge Base. Its members and their roles. Its plans, licences and invoices. The rules in short Anyone with an account can create a Touch Identity at any time, and as many as they need. The creator becomes its Business owner . A Touch Identity always keeps at least one accepted owner. Only owners can delete a Touch Identity or manage ownership. Deleting removes your content but keeps your public profile and customer reviews, marked unclaimed. The articles in this section explain each part in detail.
  • [Touch Identity Profile](https://kb.tegsofttouch.ai/touch-identities-and-team/touch-identity-profile.md): The Touch Identity Profile is the active Touch Identity's own page. What you write here is what every AI agent knows about you, so a complete profile means better answers from day one. Open it from Rules & Definitions → Touch Identity Profile , or click the pencil ( Edit identity details ) next to the switcher in the top bar. Only owners and managers can change it. Sections of the page Section Fields Name Click the title to rename the Touch Identity. Touch Identity Information Entity type, Logo, Display name (optional, up to 30 characters, shown in the switcher), Category, Tax Office and Tax Number. Address Country and Province (required), city, district, street, zip code and a map pin with Find on Map. Business Overview Who you are and what makes you different. Target Customers Who you serve, including the Primary Age Group (All Ages, 18-24, 25-34, …). Products & Services What you sell or offer. Danger Zone Leave or delete the Touch Identity. Click Save to keep your changes. Working hours, tone of voice, conversation rules and escalation contacts are not here: they are in Engagement Rules . Business / Company or Other Business / Company : a legal company. Category, Tax Number and Tax Office are required. Other : an individual, a personal brand, a community or anything else. No tax details, and Category is optional. Write a profile your AI agents can use Write the Business Overview the way you would introduce your business to a new employee, in two or three short paragraphs. List products and services with the words your customers use, not internal codes. Keep facts current. When your hours or offers change, update the profile and your agents' instructions. Use a square logo with a transparent or white background; it shows best in the switcher.
  • [Create and switch Touch Identities](https://kb.tegsofttouch.ai/touch-identities-and-team/create-and-switch-touch-identities.md): Create another Touch Identity Click the Touch Identity switcher in the top bar. Click Add New . (Or click the Identities heading, then New Identity .) Fill in the Touch Identity screen. The same rules apply as for your first one: a business needs a category, a tax number and a tax office. Save. You are its owner, and the newest Touch Identity becomes your default. There is no limit to how many Touch Identities you create. Switch between them Click the switcher, type in Search identities… if you have many, and click a Touch Identity. Its Dashboard opens. Switching changes what you work on in this browser. It does not change your default Touch Identity, the one you land in when you sign in. When you have no Touch Identity That is a normal state, for example after you left or deleted your last one. The Console then shows the welcome screen instead of the Dashboard, and the left menu is hidden. Click Get started to create a new Touch Identity, or accept an invitation from the bell.
  • [Members, roles and invitations](https://kb.tegsofttouch.ai/touch-identities-and-team/members-roles-and-invitations.md): Bring your colleagues in and give each the right level of access. Members are managed per Touch Identity at Settings → Users ; only owners and managers see this screen. Roles Role What they can do Business owner Everything, including deleting the Touch Identity and giving, changing or removing ownership. Manager Edits the Touch Identity, its agents, channels and rules; invites people, changes roles (including making managers) and removes members. Cannot manage owners or delete the Touch Identity. Billing Administrator No management rights today. Will look after plans and payments as billing goes live. User Works in the Touch Identity without management rights. Invite someone Click Add New User and choose: Invite existing user : for someone who already has a Tegsoft Touch account. Enter their e-mail, pick a role and click Invite . They become a member once they accept. Invite new user : creates an account for someone new. Enter their e-mail, first name, last name and role, then click Send Invitation . They receive an e-mail to set up their account. Answer an invitation An invitation appears as a Pending Invitation bar at the top of the screen and under the bell: Accept makes you a member with the role shown. Snooze hides the bar and keeps the invitation under the bell, marked Snoozed. Reject declines it. These only work while the invitation is pending. To step out of a Touch Identity you already joined, leave it. Manage members The list shows each member's Name, Role and Status, with tabs for All, Active, Expired, Inactive and Invited, a role filter and search. Each row has: Edit : the member's details. Change Role . Remove Membership : the person loses access and needs a new invitation to come back. In a member's Danger Zone, Disconnect User removes them from this Touch Identity and keeps their account. Delete User deletes their whole account, and is refused while they are the only owner of any Touch Identity. Owners: the rules that protect you A Touch Identity always keeps at least one accepted owner. Nobody can demote or remove the last owner, and the last owner cannot leave. This way no Touch Identity is ever left without someone responsible for it. Only an owner can invite someone as owner, make a member an owner, change an owner's role or remove an owner. An invited owner counts as an owner only after accepting. To hand over: make someone else an owner, wait until they accept, then step down or leave.
  • [Leave or delete a Touch Identity](https://kb.tegsofttouch.ai/touch-identities-and-team/leave-or-delete-a-touch-identity.md): Leave a Touch Identity Any member can leave. Managers, billing administrators and users can always leave; an owner can leave only while another accepted owner remains. Go to Touch Identity Profile → Danger Zone → Leave Touch Identity , or your name → Account → Danger Zone . Click Leave and type the Touch Identity's name. Any script works, and letter case and spaces are ignored. Click I understand, leave this Touch Identity . You land in another Touch Identity you belong to, or on the welcome screen if you have none. Delete a Touch Identity Only an owner can delete. Deleting works like removing a business from a map service: your content goes, and what customers wrote about you stays. Go to Touch Identity Profile → Danger Zone → Delete Touch Identity → Delete . Review what Will be removed , what Will stay and the Users who will lose access . Type the Touch Identity's name and click I understand, delete this Touch Identity . Removed Kept, marked unclaimed Phone numbers and their call and message routing, AI agents, e-mail addresses, websites, settings and Engagement Rules, the logo, your replies to reviews, all members and pending invitations. The public profile (name and address), customer reviews, favourites, profile visits, platforms and licences. Deleting cannot be undone. Before you delete, turn off call forwarding on your phone line, otherwise callers forwarded to Tegsoft Touch will not reach anyone. You may delete your only Touch Identity; you then land on the welcome screen and can create a new one. Every member loses access. Members with no other Touch Identity see the welcome screen at their next sign-in. Managers cannot delete. If you need it deleted and you are a manager, ask an owner.
  • [Unclaimed Touch Identities](https://kb.tegsofttouch.ai/touch-identities-and-team/unclaimed-touch-identities.md): When the owners delete a Touch Identity, it becomes Unclaimed . Its public profile and the reviews customers wrote stay; everything else is gone. What you can and cannot do An unclaimed Touch Identity cannot be deleted again by a customer. Customers cannot reclaim it themselves. Claim it back Contact Tegsoft support. We assign a new owner, by invitation or by creating a new account as owner. Once that owner accepts, the Touch Identity is active again, starting from an empty setup: the earlier numbers, agents and rules do not come back. Remove it completely You can ask Tegsoft support to delete it permanently . That also removes the public profile, the customer reviews, favourites and profile visits. Permanent deletion is possible once no platforms, licences or open sales records refer to it.
• [🤖 AI Agents](https://kb.tegsofttouch.ai/ai-agents.md): An AI agent answers your customers on calls and chats from the instructions and information you give it, and hands the conversation to a person when needed. One agent can answer phone calls, WhatsApp, SMS, live chat and e-mail, so your customers hear the same voice of your business everywhere. What an AI agent can do for you Answer instantly, 24/7, as many conversations at once as come in. Greet customers by your business name and introduce itself by a name you choose. Answer questions from the facts you give it, and say so honestly when it does not know. Take messages, booking requests and lead details. Speak with a natural voice, understand interruptions, and slow down or speed up when the caller asks. Switch to the customer's language, or stay in the languages you choose. The AI Agents screen Open Rules & Definitions → AI Agents . It has four tabs: Overview : what AI agents do and how to get started. It opens first while you have no agents. My agents : your agents as cards or a list, with search, refresh and filters. A card shows the agent's languages, the numbers that send conversations to it (with an icon per channel) and Open and test . An agent nothing is routed to says "No number routed to it". Templates : starting points for a new agent. Documentation : guides in the Learn panel. The Routing filter (the funnel next to the search) shows All agents, those Routed to a number (optionally one number) or those with No number routed. From idea to live agent 1 Create Start from a template or from scratch. 2 Instruct Write the instructions and the First Message, or let Help me write this do it. 3 Tune Choose languages, a voice and the answer quality. 4 Test Chat or talk to it in the browser until it answers the way you want. 5 Route On Phone Numbers, send a channel of your number to the agent. Which number goes to which agent is set on the Phone Numbers screen, not in the agent. One agent can answer many numbers, and one number can send each channel to a different agent.
  • [Create an AI agent from a template](https://kb.tegsofttouch.ai/ai-agents/create-an-ai-agent-from-a-template.md): Templates give you a working agent in seconds. Each one fills in the Name, Description, instructions and First Message in your Console language, and puts your Touch Identity's name where the company name goes. Everything stays editable. Create an agent Go to Rules & Definitions → AI Agents . Click Create your first AI agent (while you have none) or Add New AI Agent at the top right. On the Templates tab, pick a template and click Use this template , or choose Start from scratch . Check the Name and Description, adapt the instructions, and click Save . You can also ask Teggy: "Create an appointment agent for my salon that speaks Turkish and English". Teggy prepares it on a card, and you click Create . The templates Template What it is for Suggested channels Receptionist Greets callers, answers questions about opening hours and location, and passes them to the right team. Voice, Live chat Appointment booking Books, moves and cancels appointments, and confirms the date and time back. Voice, WhatsApp Order status Asks for the order number and tells the customer where the order is and when it will arrive. Live chat, WhatsApp Lead qualifier Talks to new prospects, asks the key questions and passes interested ones to sales. Live chat, Voice Customer support Answers common questions and hands anything else to a person with a summary. All channels Personal Assistant For a person rather than a company: answers when you are busy, takes messages and flags what is urgent. Voice, WhatsApp Start from scratch An empty agent; you write the instructions yourself. – Suggested channels show where a template fits best. They do not limit where you use it. Name and Description Name (required): the agent's name in the Console. Only your team sees it; callers never hear it. To give callers a name, see Write great instructions . Description : one line to tell your agents apart, shown on the card. Several agents are fine. A common setup: a Receptionist for calls in working hours, a message-taking agent for after hours, and a Customer support agent for WhatsApp.
  • [Write great instructions](https://kb.tegsofttouch.ai/ai-agents/write-great-instructions.md): The instructions (the System Prompt field under Prompt Configuration) are the single biggest factor in how well your agent answers. Write them the way you would brief a new colleague on their first day. Customers never see them. What to include Who it works for : your business and what you do. What it helps with : the tasks you expect it to handle. The facts it may use : opening hours, address, services, prices you are happy to share. When to hand over : the situations where a person must take over. What it must never do : for example give medical or legal advice, promise refunds or discuss competitors. Ten tips for great answers Use short, plain sentences, one rule per line. Give real facts, not "our usual hours". Tell it never to invent information and to offer a colleague or take a message when it does not know. On calls, ask for one detail at a time and keep answers short. Say how to read out phone numbers, e-mail addresses and dates if it matters to you, for example "read phone numbers in groups of three digits". Describe the tone in words: "warm and brief", "formal, use siz in Turkish". Give an example of a good answer for your most common question. Tell it what to do at the end: "Ask if there is anything else, then say goodbye." Keep long reference material in the Knowledge Base, not in the instructions. Test after every change, and improve the line that caused a bad answer. Help me write this Not sure where to start? Click Help me write this at the top of Prompt Configuration. Describe what the agent should do in your own words. Or click the microphone ( Speak instead ), talk as long as you like, and click Stop recording . Click Write it . The result appears under Written instructions , where you can edit it. Click Use these instructions , Write again for another version, or Cancel . When the agent already has instructions, give short orders instead: "Make the answers shorter", "Also take bookings for Saturdays", "Remove the part about prices". Only the requested change is made, and What changes shows the lines added and removed. Example chips under the box give you ideas. A long spoken description is written down first, so you can talk freely. If writing fails, your recording or its transcript is kept, so you never have to repeat yourself. Give your agent a name callers hear Below the System Prompt, click Give your agent a name callers hear . Type a name, for example Elif, and click Add to instructions . The line "Your name is Elif. Use this name when you introduce yourself." is added to the top of the instructions, and the button now reads Introduces itself as Elif . Click it to change the name, or Remove name to take the line out. The First Message The First Message is the first thing callers hear or chat visitors read, for example "Hello, this is Elif from Bright Dental. How can I help you today?". Put the agent's name here if callers should hear it straight away. Leave it empty to let the caller speak first.
  • [Languages](https://kb.tegsofttouch.ai/ai-agents/languages.md): Your customers may speak Turkish, English, Arabic, German or any mix. The Language section of the agent editor tells the agent what to expect, so it understands callers accurately and answers in the right language. Main language The language the agent expects first. On calls it makes speech recognition far more accurate , so set it to the language most of your callers speak. A new agent starts with your Console language. Other languages Languages your customers often use besides the main one. Click Add to add up to five. Calls recognise these languages more reliably. When someone uses another language Choice What happens Choose it when Answer in their language (default) The agent switches to whatever language the person speaks or writes. You welcome tourists, expats or international customers. Only use the languages listed Anything outside your languages is answered in the main language. You serve only these languages, or your team cannot follow up in others. With Answer in their language, a misheard word on a noisy line can occasionally make the agent switch language. If that happens often, add the languages your callers really use, or choose Only use the languages listed. Tips Write the First Message in the main language. Choose a voice that speaks your main language well. In the voice library, filter by This agent's languages . Your instructions can be in any language; the agent still answers in the customer's language.
  • [Voice and answer quality](https://kb.tegsofttouch.ai/ai-agents/voice-and-answer-quality.md): Two settings shape how your agent sounds and thinks: the Voice callers hear and the Answer quality . You find both under More settings → Add setting in the agent editor. If you add nothing, the agent uses Tegsoft's recommended settings, shown as "Now using: …" and kept up to date for you. Choose a voice Click Add setting and pick Voice . Search, or filter by Female/Male, provider, This agent's languages or one language. Type a sentence in "Type a sentence to hear it in a voice" (otherwise your First Message is used) and click Play on a few voices. Click Use on your favourite (it then shows In use ), then OK . Each voice shows its cost in credits per minute. To go back to the recommended voice, click Remove and use the default on the setting's card. Answer quality: how clever should the answers be? Level Best for Fast Quick, simple answers. Good for taking messages and routing calls. Balanced (recommended, default) Natural conversations and reliable answers for most businesses. Best Long, complex conversations. A little slower to answer. Each level shows its credits per minute. With a level chosen, Tegsoft keeps the AI model behind it up to date, so your agent improves without you doing anything. For technical users: choose a specific model Choose a specific model instead pins an exact provider and model. Tegsoft then stops updating it for you. You can also set: Temperature : from Precise to Creative, 0.7 by default (not shown for every model). Max Response Tokens : 1024 by default, the ceiling on every channel. On calls, the shorter of this and the reply limit in Call Behaviour applies. If a provider retires a pinned model, Tegsoft switches the agent to the matching answer quality so it keeps working. Voice engine (TTS) and Speech to Text (STT) Voice engine (TTS) fine-tunes the engine behind your voice: model, speed and tone. The options depend on the voice, and they do not carry over if you choose a voice from another engine. Speech to Text (STT) chooses how the agent hears callers. With some answer qualities the model hears callers itself; the page then tells you the setting is used only if you change the model.
  • [Call Behaviour and advanced settings](https://kb.tegsofttouch.ai/ai-agents/call-behaviour-and-advanced-settings.md): Call Behaviour controls how the agent handles a phone call: how long it talks, when it decides the caller has finished, what it says when something goes wrong. The defaults work well for most businesses; change a value only when you have a reason. Add it from More settings → Add setting → Call Behaviour . Every value shows its default, and Reset puts it back. Conversation Setting Default What it does Reply length limit 120 tokens The longest single spoken reply. Keep replies short On Reminds the agent that callers prefer brief answers. Custom brevity wording lets you phrase it yourself. Detect the caller language On Recognises which language the caller speaks. Conversation memory 20 turns How much of the conversation the agent remembers. Maximum turns 50 The most back-and-forth exchanges in one call. Maximum call length 900 sec After this the agent says goodbye and hangs up. Turn taking Setting Default What it does Pause that ends a turn 1 sec How long the caller must be quiet before the agent answers. Too short and it may cut callers off mid-sentence. Time to start speaking 8 sec How long the agent waits for the caller to begin. Longest single turn 30 sec The longest the caller can speak in one go. Prompts before giving up 2 How many times the agent prompts a silent caller before ending the call. Provider timeout 60 sec How long to wait for the AI service before giving up. Interruption Let callers interrupt (on): the agent stops speaking as soon as the caller starts, just like a person would. Spoken messages These are empty by default, and the agent then says nothing at those moments. When nobody answers : strongly recommended, otherwise a silent caller hears nothing. For example "Are you still there? I'm happy to help." Before hanging up : a closing line. When something fails : for example "Sorry, I'm having trouble right now. Please call again in a few minutes." End-of-call marker . Show advanced settings adds Speech detection and Streaming, for specialists. Lowering the pause that ends a turn makes the agent answer faster, but it may then cut in whenever a caller pauses to think. Change it in small steps and test with a real call.
  • [Tools and integrations (Coming soon)](https://kb.tegsofttouch.ai/ai-agents/tools-and-integrations-coming-soon.md): Coming soon. You can already choose tools and integrations for an agent: they are saved with it and ready for when they ship. A call does not act on them yet. Tools let an AI agent do things during a conversation, not just talk. Integrations connect it to the systems your business already uses. Together they turn an agent that answers questions into one that gets things done. Tools Add them from More settings → Add setting → Tools . Each tool shows its cost in credits per call. Tool What the agent will do End Call Hang up politely when the conversation is finished. Transfer Call Pass the caller to a person or a team, with a short summary. Lookup Customer Recognise the caller from your contacts and greet them by name. Send SMS Text the caller a confirmation, an address or a link during the call. Create Ticket Open a ticket for your team with the details of the request. Web Search Look up public information the agent was not given. Integrations Add them from More settings → Add setting → Integrations . CRM : read the customer's record and save leads, notes and call results. Calendar : check free slots and book appointments straight into your calendar. Webhook : send conversation data to your own system, or fetch live data such as an order status, through a Webhook URL you enter. Prepare now Choose the tools you will want, so your agent is ready on the day they ship. Until then, write in the instructions what the agent should do instead, for example "take a message for a call-back" rather than transfer. Keep your contacts up to date in Data Management → Contacts so Lookup Customer has something to find. Follow ✨ What's New and the Release Notes to hear when each one goes live.
  • [Test your AI agent](https://kb.tegsofttouch.ai/ai-agents/test-your-ai-agent.md): Test your agent in the browser before customers meet it. Click Test in the top bar of the agent editor; it is available once the agent has been saved. Three ways to test Mode How it works Use it to check Text Chat Type messages. Enter sends, Shift+Enter adds a line. Attach up to 5 files per message (5 MB each) and add emoji. What the agent says on WhatsApp, SMS and chat. Push to Talk Hold the microphone button, speak, and release to send. How well it understands you, one question at a time. Conversation A real-time voice conversation, with Mute and End. The real phone experience: voice, speed and interruptions. Press Start to begin and Clear to empty the conversation. Voice modes need microphone permission: allow it when the browser asks. A headset gives the clearest sound. Change, then test again Changes you save during a test apply from your next message. After changing the First Message, click Restart to hear it. The Estimated cost pill sits beside the test panel, so you see the effect of a new voice or answer quality straight away. A test checklist Ask your five most common customer questions. Ask something the agent should not know, and check it does not invent an answer. Ask about a topic it must avoid. Ask for a person, and check it offers a colleague or takes a message. Speak another language, and check it answers the way you chose under Language. Interrupt it mid-sentence in Conversation mode. Say "please speak more slowly". When the browser test is good, do the real thing: route your number to the agent and call it from another phone. Activate & Test on the Phone Numbers screen guides you. If a test shows a plain error message, try again in a moment; if it persists, see Troubleshooting & FAQ → AI agent answers .
  • [Save, autosave and manage agents](https://kb.tegsofttouch.ai/ai-agents/save-autosave-and-manage-agents.md): Saving A new agent is saved with Save . You return to the list, where you open it to test. An existing agent saves itself a moment after you stop typing ( Autosave , on by default). Click Autosave to turn it off; your browser remembers the choice. Autosave waits while a setting page is open, until you click OK . The top bar always tells you where you stand: Status Meaning Saving… Your change is on its way. Saved 14:32 Everything is saved; the time of the last save. Unsaved changes You have changes that are not saved yet. Not saved The save failed. Click Save now. Name required to save Give the agent a Name first. Save now appears when Autosave is off and you have changes, or when an autosave failed. The refresh button (circular arrows) reloads the agent as it is saved. Agent id The chip with an info icon and a shortened id copies the agent's full id. Tegsoft support may ask for it when you report a problem. Estimated cost The Estimated cost pill shows the agent's cost in credits per minute. Click it for the breakdown (Language Model, Speech to Text, Voice, Tools and Integrations) and enter Calls a month and Average minutes a call for a Monthly estimate . It changes with the answer quality, the voice, speech recognition, tools, integrations and the length of the instructions. Phone and channel costs are on the Phone Numbers screen. See Credits and cost estimates . Delete an agent From My agents : click the bin on a card, or Delete in List view, and confirm. From the editor: Danger Zone → Delete AI Agent → Delete , tick both boxes and click Delete again. Deleting cannot be undone. Before you delete an agent that answers a number, route that number to another agent, or your callers will not be answered.
• [📘 Engagement Rules & Knowledge Base](https://kb.tegsofttouch.ai/engagement-rules-and-knowledge-base.md): Your AI agents need two things besides their own instructions: to know how to behave and to know what is true about your business. Tegsoft Touch keeps both in one place for the whole Touch Identity, so every agent shares them and you update them once. Engagement Rules Knowledge Base Answers How and when should agents talk to customers? What should agents know when they answer? Holds Topics to address and avoid, escalation triggers, after-hours behaviour, working hours, tone, persona name, greeting, handoff. Articles, questions and answers, and website pages, plus your Touch Identity Profile and Engagement Rules. Applies to Every AI agent of the Touch Identity. All agents, or the ones you choose per source. Where Rules & Definitions → Engagement Rules Rules & Definitions → Knowledge Base Coming soon: AI agents start answering from the Knowledge Base, the Engagement Rules and the Touch Identity Profile on live calls and chats in an upcoming release. You can build everything now; until that release, also put the facts and rules your agent must follow in its own instructions. Neither one decides who answers a channel: that is set on each number's routing screen.
  • [Engagement Rules](https://kb.tegsofttouch.ai/engagement-rules-and-knowledge-base/engagement-rules.md): Engagement Rules decide when and how your AI agents talk to customers, and when they hand over to a person. They apply to the whole Touch Identity, so every AI agent shares them. Open Rules & Definitions → Engagement Rules . The page has a section menu on the left, and each section has its own link you can copy and share with a colleague. Conversation Rules Topics to Always Address : areas the agent should always be ready to help with. Topics to Avoid : subjects to decline or redirect, such as competitors, legal matters or politics. Escalation Trigger Phrases / Situations : when these come up, the agent immediately offers a person. For example "cancel my contract", "lawyer", an angry customer. Max AI Conversation Turns : after this many turns the agent suggests a human handoff. 1 to 50, default 10. After-Hours Behavior : what happens outside working hours. After-hours option What the agent does AI Only Handles all conversations 24/7. Leave a Message Collects contact details for follow-up. Schedule Callback Offers to call back during business hours. FAQ Only Answers common questions only, without resolving issues. Show Unavailability Tells the customer you are closed and ends the conversation. Working Hours Pick your Timezone , then switch each day on or off and set its start and end time. A closed day shows Closed . A new Touch Identity starts with Monday to Friday, 09:00–18:00. These working hours shape how the AI agents behave. They do not route calls: to send after-hours calls somewhere else, add a time exception on the number's routing screen. Voice & Tone Communication Tone : Professional, Friendly, Casual, Empathetic, Authoritative or Playful. Agent Persona Name : the name AI agents introduce themselves with. Custom Greeting Template : the opening line. Leave it blank to have one generated. Contact & Escalation Escalation Email and Escalation Phone : where escalations go. Handoff Message to Human Agent : what the agent says when it transfers to a person. Additional Notes for AI : any other context, policies or instructions. Saving A Save button appears at the top as soon as you change something; refresh reloads the saved values. Only owners and managers can save. Saving any rule, greeting or escalation contact completes the Engagement Rules step in Recommended actions. Coming soon: live AI agents follow the Engagement Rules in an upcoming release. Until then, set the agent's name in the agent editor (Give your agent a name callers hear) and put must-follow rules in its instructions.
  • [Knowledge Base](https://kb.tegsofttouch.ai/engagement-rules-and-knowledge-base/knowledge-base.md): The Knowledge Base is what your AI agents answer from: your policies, product details, frequent questions and website pages. Write it once, and every agent you choose can use it. Open Rules & Definitions → Knowledge Base . Your knowledge is saved now. AI agents start answering from it on calls and chats in an upcoming release. Until then, put the facts an agent must know in its instructions as well. Always included Two sources are part of every agent's knowledge and cannot be switched off: your Touch Identity Profile and your Engagement Rules . Each has an Edit link to its own screen. Add knowledge Click Add knowledge and choose what to add: Type Use it for Limits Article Policies, product details, how-tos. Write or paste text with a Title. Up to 50,000 characters. Questions and answers The questions customers ask most, each with the answer you want given. Group them under a title such as "Delivery questions". Up to 200 pairs per source; 500 characters per question, 4,000 per answer. Website page A public page of your site, for example your returns page. Enter the address and click Read page; Refresh reads it again later. One page per source; long pages are shortened to the first 50,000 characters. File (Coming soon) PDF, Word and text files. – For every source you also choose: Used by : All AI agents , or Only these AI agents with a tick per agent. If you have no agents yet, every agent you create later uses it. In use : a switch to turn the source on or off without deleting it. Click Save . Sources can be edited, switched off or deleted, and filtered by All, Articles, Q&A and Web pages. When a web page cannot be read The screen tells you why: the address is incomplete, the page is not public (it needs a sign-in), or it has no readable text because it is built only from images or scripts. In that case, copy the text into an Article instead. Size and cost The whole Knowledge Base holds up to 200,000 characters ; the Sources tab shows how much you use. Over the limit, saving is refused until you shorten or remove sources. Knowledge goes to the AI model with every turn of a conversation, so a bigger Knowledge Base costs a little more per minute. The Estimated cost panel shows the extra credits per minute for each part: Touch Identity Profile, Engagement Rules, Articles, Q&A and Web pages. Write knowledge that works One topic per article, with a clear title. Write answers the way you want them said, short and friendly. Include numbers and specifics: prices, deadlines, addresses. Remove outdated content rather than adding a correction elsewhere. Use Only these AI agents to keep, say, internal sales rules away from the support agent. Only owners and managers can change the Knowledge Base; other members see a message saying so.
  • [What agents receive](https://kb.tegsofttouch.ai/engagement-rules-and-knowledge-base/what-agents-receive.md): Curious what exactly your AI agent is told? The What agents receive tab of the Knowledge Base shows the full text an agent is given together with its instructions, so nothing is hidden. Use it Open Rules & Definitions → Knowledge Base → What agents receive . Under Show for , pick one of your agents, or "An AI agent that uses everything". Read the text, its size in characters and approximate tokens, and the extra credits per minute. Click Copy to copy it. The text is in English on purpose: it is written for the AI model, not for customers. Your agents still answer in your customers' language. Why check it To confirm a new article reaches the right agents. To spot old or conflicting information before customers do. To see how much knowledge adds to the cost per minute, and trim what is not needed.
• [📞 Phone Numbers](https://kb.tegsofttouch.ai/phone-numbers.md): One number for every channel: calls, WhatsApp and SMS Add the business numbers your customers already know, and decide who answers each channel. The same number handles inbound and outbound calls, dialer campaigns, WhatsApp and SMS. Nothing changes for your customers: they keep calling the number they know. What a number connects Channel What it gives you Voice Incoming calls answered by an AI agent (and, coming soon, a team queue or an IVR menu); outbound calls and dialer campaigns from the same number. WhatsApp WhatsApp conversations on the same number, answered by an AI agent. SMS Receive and reply to text messages. Visual IVR Show callers the menu on their phone screen instead of reading options out. Smart routing A different destination per channel, with exceptions by time, caller number or contact. Get a number live 1 Add Type your number in the international format, for example +905321234567. 2 Verify Prove it is yours with a code sent by SMS, voice or WhatsApp. 3 Route Choose the AI agent that answers each channel. 4 Activate & Test Forward your calls, connect WhatsApp or SMS, and test with a real call or message. Find the screen at Rules & Definitions → Phone Numbers , or from the Phone Numbers tile on the Dashboard. Numbers belong to one Touch Identity; if you manage several, check the switcher first. Tegsoft Touch works with the numbers you already have: there is no number to buy and no document to upload. Need a new number? Contact Tegsoft support.
  • [Add and verify a phone number](https://kb.tegsofttouch.ai/phone-numbers/add-and-verify-a-phone-number.md): Add a number Go to Rules & Definitions → Phone Numbers . Click Add your first phone number (in the middle of the page while you have none) or Add Number (top right). Type the number in the international format: + , the country code, then the number, for example +905321234567 . Spaces, dashes and brackets are fine. Keep the channels you need on: Voice , SMS , WhatsApp and Visual IVR all start on. Press Enter or click Save . Esc or Cancel throws the row away. A number without the country code, such as 05321234567, cannot be saved. Replace the leading 0 with your country code: +90 for Türkiye, +44 for the UK, +49 for Germany. The same number cannot be added twice to one Touch Identity. You can also ask Teggy: "Add +90 532 123 45 67 with WhatsApp and voice"; it shows the number on a card, and you click Add . Verify the number Verification proves you own the number. Calls are only routed to verified numbers. Click Unverified · Verify now on the number's card. Choose how the code reaches you: SMS , Voice (a call reads it out) or WhatsApp . Click Send Code , type the code and click Check or press Enter. The card now shows Verified on with today's date. A wrong code shows an error, and you can send a new one. A code is valid for one day. Changing the digits of a verified number makes it Unverified again. Changing only its channels keeps the verification. Landline? Choose Voice : landlines cannot receive SMS or WhatsApp. If no code can reach your number, for example behind an office phone system, contact Tegsoft support. We can check the number and mark it verified for you.
  • [Routing: who answers each channel](https://kb.tegsofttouch.ai/phone-numbers/routing-who-answers-each-channel.md): Routing decides who answers each channel of a number. Click a number's card to open its screen, pick the channel ( Voice , SMS or WhatsApp ) and open its Routing tab. If the channel is off, click Turn on . The main answer Each channel has one main answer under Who answers this number . It answers whenever no exception applies. Click Set an answer (or Change answer ), choose where it goes under Send it to , and click Save . Send it to What happens AI Agent One of your AI agents answers. Advanced Voice: Take a voice message or End the call. SMS and WhatsApp: Redirect to a URL (your own system receives the message). Human Agents (Coming soon) A team of people answers. IVR (Coming soon) A menu ("press 1 for sales") sends callers on. Exceptions Exceptions are rules checked before the main answer, top first: the first one that fits wins . Click Add an exception , and drag the grip to change the order. Typical exceptions: "After hours", "VIP Customers", "Calls from abroad". An exception has a Name , an On / Off switch, and conditions under When a call comes in : Time : Any time, or Inside / Outside one of your time conditions. Number : the caller's number. Any number, starts with, is exactly, or matches pattern. Contact : Anybody, A known contact, Not a known contact, or a contact group. With several conditions, the rule fires only when every one matches. Number patterns: X is any digit, N is 2–9, and a comma means "or". For example +90532XXXXXXX matches every number starting +90532. Type a number in the Try box to see whether it matches. More options Record calls (voice): on for every new rule. Turn it off if you do not want recordings. Save unknown callers as contacts , Hold music and Label calls (voice): a label is a short text shown before the caller's number so your team knows which line the call came in on. Greeting (SMS and WhatsApp): a message of up to 2,000 characters. Save stays disabled until the rule has a name and a complete destination. Delete rule asks you to confirm. You can also ask Teggy to route a channel to an agent for you. Example: day and night Main answer: AI Agent → Receptionist. Exception "After hours": Time Outside "Office hours" → AI Agent → Message taker. Exception "VIP Customers" (dragged to the top): Contact in group "VIP" → AI Agent → Priority support.
  • [Activate & Test: call forwarding](https://kb.tegsofttouch.ai/phone-numbers/activate-and-test-call-forwarding.md): Activate & Test is the last step to go live. It checks that everything is ready, shows you exactly how calls reach Tegsoft Touch, and helps you test. Open a number's card, pick the channel and click the Activate & Test tab. Before calls can come in The top of the tab checks three things, each with a button that fixes it if needed: The channel is on (calls are refused while Voice is off). The number is verified. Someone answers: an AI agent is set as the main answer. Call forwarding: keep your number, forward its calls Your number stays with your phone operator. You only tell the operator to forward its calls to your Tegsoft Touch entry number . Calls that arrive there follow your number's routing. Entry number for Türkiye: +90 212 912 56 56 . For other countries the screen tells you if the entry number is still being set up; contact Tegsoft support and we will give it to you. On a mobile line On the phone that has the number, dial a code and press the call key. Your operator confirms on the screen. The Activate & Test tab shows each code with your entry number filled in and a Copy button. Forward Dial Effect All calls **21* + entry number + # Your phone stops ringing; every call goes to Tegsoft Touch. When you do not answer **61* + entry number + # You answer first; missed calls go to Tegsoft Touch. When you are on another call **67* + entry number + # Calls while you are busy go to Tegsoft Touch. When your phone is off or out of coverage **62* + entry number + # Calls go to Tegsoft Touch when you cannot be reached. Turn all forwarding off ##002# Your phone takes every call again. Example for Türkiye, forwarding calls you do not answer: **61*+902129125656# . Want to keep answering yourself first? Use "When you do not answer", "busy" and "off" together instead of "All calls". Your phone rings for about 20 seconds first, then the AI agent takes over. On a landline or office phone system Ask your operator, or whoever manages your office phone system, to forward calls for your number to the entry number. Choose all calls, or only unanswered and busy calls. Ask them to keep the caller's own number on forwarded calls. Without it, exceptions that check the caller's number or contact cannot match. Check your tariff before you turn forwarding on. Your operator may charge forwarded calls like a call from your line to the entry number. Ask whether forwarding is included in your package, and what it costs per minute if not. If a code is refused, your operator uses its own codes or app: ask them to set up the forwarding. Test it Call your number from another phone. Your AI agent should answer the way your customers will hear it. Click It worked : the screen confirms your AI agent is live and answering every call, day and night. Or click It didn't work , choose what happened, and follow the suggestions. What happened What to do My own phone rang Forwarding is not on yet: dial the code again and wait for the operator's confirmation. With "When you do not answer", your phone rings first for about 20 seconds; that is expected. Busy tone or "number not available" Check the list at the top (voice on, number verified), check the code has the entry number exactly with the country code, and ask your operator whether your package allows forwarding. The call connected but nobody spoke Make sure the main answer is an AI agent and that it is on. Test the agent itself: it needs a voice and at least one language. Wait a minute after a change and call again. Someone else answered, or the wrong greeting An exception matched your test call. Test from a phone no exception matches, or turn the exception off while you test. Still stuck? Contact Tegsoft support with the number you tested from and the time of the test, and we will look it up. SMS and WhatsApp For messages, Activate & Test explains how the number is connected (see the WhatsApp and SMS articles under Channels) and asks you to send a test message from another phone. Your AI agent should reply within a few seconds.
  • [WebRTC calls from the browser](https://kb.tegsofttouch.ai/phone-numbers/webrtc-calls-from-the-browser.md): With WebRTC (secure VoIP) , customers call you straight from their browser: from a call button on your website or a link you send them. The call is encrypted from end to end, nobody needs a phone line, and nobody pays an operator for it. The call is answered by whoever answers your number's voice channel. Ways to use it Add a call button to your website (Coming soon): add and verify your website in Websites now; the click-to-call button and its code to paste into your site follow with the website widget. Visitors press the button and talk to your AI agent. Share a call link (Coming soon): a link anyone can open to call your number from the browser, for your e-mail signature, WhatsApp profile or social media. Test from your browser (Coming soon): call your own number from the Activate & Test tab. What callers need A recent Chrome, Edge, Safari or Firefox, and to allow the microphone when the browser asks. A headset gives the clearest sound. Why it is great for international customers Customers abroad can reach you without international call charges, and you need no local number in their country.
  • [Visual IVR](https://kb.tegsofttouch.ai/phone-numbers/visual-ivr.md): "For sales press 1, for support press 2…" Callers forget the options before the list ends. Visual IVR shows the call menu on the caller's phone screen instead of reading it out, so they tap the right option and reach the right place faster. Why businesses use it Shorter calls: callers see every option at once. Fewer wrong transfers: options are easier to choose than to remember. A modern experience that matches your brand on the caller's screen. Turn it on Visual IVR is one of the four channels of a phone number. It is on for new numbers; switch it on or off on the number's screen under Channels , or with the Visual IVR button when you edit the number. Coming soon: building the Visual IVR menu itself in the Console, together with IVR menus for voice. Until then, contact Tegsoft support to set up a Visual IVR menu for your number.
  • [Manage your numbers](https://kb.tegsofttouch.ai/phone-numbers/manage-your-numbers.md): Find a number Search numbers finds a number by its digits (spaces do not matter) or its country. Card view and List view ; your browser remembers the choice. Filters : Verification (All, Verified, Unverified), Channel on (Voice, WhatsApp, SMS, Visual IVR) and Routing (All, Someone answers, Nobody answers yet). Clear filters shows every number again. Read a number's card The number and its country. Verified on a date, or Unverified · Verify now . One line per channel with who answers, +N for extra rules, Nobody answers yet when the channel is on but nothing answers it, or Not enabled . Set up routing or Open routing , and the estimated monthly cost in credits. Nobody answers yet means customers on that channel get no answer. Set an answer, or switch the channel off. Edit, reorder and delete Pencil : edit the number, its channel buttons and its verification. Enter or Save keeps the change; Esc or Cancel closes. Grip : drag to change the order; it is saved straight away. Bin : delete the number, together with all its routing rules for every channel. Deleting a number in Tegsoft Touch does not cancel it with your operator. Turn off call forwarding on your line (dial ##002# on a mobile) so callers reach you again. Costs Each card shows the estimated monthly cost, counting only the channels that are on. On the number's own screen, the Estimated cost pill opens a calculator with one line per kind of use: incoming calls (via forwarding, VoIP or a provider number), outgoing calls, dialer campaign calls, WhatsApp conversations and templates, and SMS sent and received. Set a volume to 0 for anything you do not use. The volumes are kept only in your browser. AI agent costs are on the AI agent screen.
• [💬 Channels](https://kb.tegsofttouch.ai/channels.md): Your customers choose how they reach you: a call, a WhatsApp message, an SMS, an e-mail or a chat on your website. Tegsoft Touch brings them all to the same AI agents, so every customer gets the same quick, consistent answer wherever they write or call. Channel overview Channel Set up in Status Voice calls Phone Numbers Available WhatsApp Inbound Channels → WhatsApp, then Phone Numbers Available SMS Phone Numbers Available; connected by Tegsoft support E-mail addresses Rules & Definitions → Emails Add and verify available; AI replies and tickets coming soon Websites and live chat Rules & Definitions → Websites Add and verify available; widget coming soon Facebook, Instagram, Tickets, Video, Touch Mobile App Inbound Channels Coming soon How conversations reach your agents A call, SMS or WhatsApp message arrives on one of your numbers. The number's exceptions are checked from the top; the first one that fits wins. Otherwise the main answer, Who answers this number , takes the conversation. The AI agent answers, following its instructions. Everything belongs to the Touch Identity selected in the top bar; switch first if you manage more than one.
  • [WhatsApp](https://kb.tegsofttouch.ai/channels/whatsapp.md): Your customers already use WhatsApp every day. Let them write to your business number and get an instant, helpful reply from your AI agent, day and night. What you can do Answer WhatsApp messages with an AI agent on the same number customers call. Send a greeting with the first reply. Route by time, sender number or contact with exceptions. Coming soon: start conversations with approved templates and send WhatsApp campaigns. Set it up 1 Register the number with WhatsApp Go to Inbound Channels → WhatsApp and click Register New Number. A separate window opens, run by Tegsoft's WhatsApp Business partner, where you connect the number to a WhatsApp Business account on Meta's WhatsApp Business Platform. Meta confirms the number with a code by SMS or call. 2 Turn on WhatsApp for the number In Rules & Definitions → Phone Numbers, make sure the number's WhatsApp channel is on. 3 Choose who answers Open the number, choose WhatsApp → Routing, click Set an answer, choose AI Agent and your agent. Add a Greeting and exceptions if you like. 4 Test Send a WhatsApp message to the number from another phone. Your AI agent should reply within a few seconds. A number cannot be on the WhatsApp or WhatsApp Business app on a phone and on the WhatsApp Business Platform at the same time. If it is on the app, back up your chats and delete that WhatsApp account first. Doing step 1 entirely by yourself is coming soon. If anything is unclear, contact Tegsoft support and we connect the number for you. Costs A number's Estimated cost panel has three WhatsApp lines: service conversations (per 24-hour session), utility templates and marketing templates (per message). AI agent costs come on top. WhatsApp/SMS reports are under Reports .
  • [SMS](https://kb.tegsofttouch.ai/channels/sms.md): SMS reaches every phone, with no app needed. With Tegsoft Touch your customers text your business number and get the reply from your AI agent. Set it up Connect the number: text messages reach Tegsoft Touch through an SMS provider that Tegsoft connects for your number. Contact Tegsoft support to have it connected; doing it yourself is coming soon. Turn on SMS for the number in Rules & Definitions → Phone Numbers . Open the number, choose SMS → Routing , and set an AI agent as the main answer. Optionally add a Greeting (up to 2,000 characters) and exceptions. Send an SMS to the number from another phone. Your AI agent should reply within a few seconds. Write for SMS Ask the agent to keep SMS replies short, ideally one message. Avoid long links and special formatting; SMS shows plain text only. Coming soon The SMS app under Inbound Channels, to follow and answer SMS conversations. SMS Campaign under Outbound Channels for confirmations, reminders and offers to your lists. SMS sent and received are estimated in credits in the number's Estimated cost panel.
  • [Emails](https://kb.tegsofttouch.ai/channels/emails.md): Support tickets, one-to-one e-mails and campaigns from one place Connect the addresses your customers write to, such as support@, sales@ or info@. Verified addresses send in your name and reach the inbox, not spam. Add an address Go to Rules & Definitions → Emails . Click Add your first e-mail address or Add an e-mail address . Type the address and press Enter or click the tick. Verify it Click Unverified on the address. Click Send Code (or I already have a code ). Enter the 6-digit code from the e-mail and click Verify . The chip turns Verified . A wrong code shows "Invalid code. Try again."; after a short countdown you can click Resend code . Your own sign-in e-mail is verified straight away, with no code. If a code cannot reach an address (for example a shared mailbox with strict filters), contact Tegsoft support and we can verify it for you. Each address can be edited (pencil), deleted (bin), reordered (grip) and searched. What an address will connect Coming soon. Today the Emails screen manages your addresses and their verification. The features below follow, together with a choice of which AI agent and team answers each address. Feature What it does Ticketing Every incoming e-mail opens or updates a ticket, so each request has an owner and a status. AI auto-reply An AI agent answers common questions straight away, in the customer's language. Hand over to your team Anything the AI should not answer goes to the right team with the full thread and a short summary; they reply from the Console in the same thread. Outbound e-mail One-to-one e-mails to customers from your own address: follow-ups, quotes, confirmations. E-mail campaigns Bulk e-mails to your lists. See Email Campaigns. Costs The Estimated cost panel (on the Overview and Documentation tabs) lists e-mails received (tickets), e-mails sent one-to-one, and e-mail campaigns per 1,000 e-mails, in credits. AI agent costs come on top.
  • [Websites and live chat](https://kb.tegsofttouch.ai/channels/websites-and-live-chat.md): Talk to your website visitors by chat, form, call or video Most visitors leave without asking their question. Give them a way to ask right there, and get an instant answer from your AI agent. Add your website Go to Rules & Definitions → Websites and click Add Website . Type the domain after https:// , for example example.com, and save. Verify the domain Verification makes sure your widget only runs on sites you own. Click Unverified on the row and pick a method: Method How Email (Recommended) Pick info@, admin@, mail@, contact@, support@ or about@ at your domain, click Send email, and enter the 6-digit code. DNS verification Click Get DNS Record and add the TXT record (Type, Host, Value, each with Copy) at your DNS provider. Click Record is Ready, Verify. DNS changes can take a few minutes. HTML file upload Click Get Verification File, upload it to your web server's root so it opens at the URL shown, and click File is Uploaded, Verify. Cannot verify it yourself? Contact Tegsoft support and we can check and verify it for you. What your website will offer Coming soon: the website widget. You will choose what visitors can do, then paste one line of code into your site, and you are live. Add and verify your domain now so you are ready. Live chat : a chat window answered by an AI agent around the clock, handed to your team when needed. Click to call : visitors call you from the browser with one click, without a phone number. Video calls : face-to-face calls for demos, consultations or support. Contact forms : name, phone and question, arriving as a ticket or a lead. Tickets from the web : requests that become tickets even outside working hours, answered by e-mail. Live web chats can be followed in Monitoring → Webchat Monitoring , with reports in Reports → Webchat Reports . The Estimated cost panel lists live chat conversations, click-to-call and video minutes, and form submissions, in credits.
  • [Facebook, Instagram, Video and more (Coming soon)](https://kb.tegsofttouch.ai/channels/facebook-instagram-video-and-more-coming-soon.md): Coming soon. These channels are listed under Inbound Channels with a Soon badge. They cannot be set up from the Console yet. This page describes what they will bring. Tegsoft Touch is growing into a full omnichannel experience: wherever your customers are, the same AI agents and the same team answer them, with the same rules. Channel What it will bring Voice A screen to follow and handle calls across all your numbers. Calls already work today through Phone Numbers. Live Chat The chat inbox for your website widget. SMS An inbox for SMS conversations. Facebook Answer Messenger messages to your Facebook page. Instagram Answer Instagram direct messages. Email An inbox for e-mails to your verified addresses. Tickets Requests with an owner and a status, from e-mail, web forms and AI agents. Video Face-to-face video calls with customers. Touch Mobile App Reach your customers through the Tegsoft Touch mobile app. Follow ✨ What's New and the Release Notes to hear when each one goes live. Need one of these channels now? Tegsoft Contact Center already offers them; contact sales@tegsoft.com .
• [📣 Campaigns](https://kb.tegsofttouch.ai/campaigns.md): Campaigns let you reach out first: appointment reminders, renewals, satisfaction surveys, payment reminders, announcements and offers, to a whole list of customers at once. You find them under Outbound Channels in the left menu. Campaign Good for Status Voice Campaigns Calling lists: reminders, renewals, surveys, sales. Available Email Campaigns Newsletters, announcements, offers. Available WhatsApp Campaigns Template messages to customers who opted in. Coming soon SMS Campaign Confirmations, reminders and short offers. Coming soon Contact only people who agreed to hear from you, and follow the rules for commercial messages in your country (for example opt-in and opt-out requirements). Results and opt-outs are your responsibility as the sender. Your customer lists live in Data Management → Contacts and Contact Groups . Campaign results are in Reports → Campaign Reports .
  • [Voice Campaigns](https://kb.tegsofttouch.ai/campaigns/voice-campaigns.md): Voice Campaigns call a list of customers from your number automatically, with an AI agent or your team on the line. Use them for appointment reminders, payment reminders, renewals, satisfaction surveys or sales calls. Open Outbound Channels → Voice Campaigns . Build a campaign Create a campaign and give it a clear name, for example "November renewals". Choose the dial mode and who takes the answered calls. Set the calling schedule: the days and hours calls may go out, and a daily limit. Decide what happens when a call is busy, not answered or fails: try again later, and how often. Add contacts: import an Excel file, take them from your contacts, or add them one by one. Activate the campaign and follow its progress. Follow the results Each contact shows its call status, dial result, the date of the last call and its result code. Campaign Reports under Reports summarise answered, unanswered and completed calls. Recordings of campaign calls are in Reports → Voice Recordings when recording is on. Tips for good campaigns Call at reasonable hours, and respect your country's rules for commercial calls. Start small: run the campaign on 20 contacts, listen to a few calls, then add the rest. If an AI agent makes the calls, write instructions just for the campaign: who is calling, why, and what to do when the person is not interested. Dialer campaign minutes are estimated in credits in your number's Estimated cost panel. Voice Campaigns use Tegsoft's proven campaign manager, which large contact centers run every day. Need help with your first campaign? Ask Teggy or contact Tegsoft support.
  • [Email Campaigns](https://kb.tegsofttouch.ai/campaigns/email-campaigns.md): Email Campaigns send bulk e-mails to your customer lists: newsletters, announcements, offers and reminders. Replies come back to the same address, so no customer answer is lost. Open Outbound Channels → Email Campaigns . Before you start Add and verify the sending address in Rules & Definitions → Emails , for example news@yourdomain.com. Prepare your list in Data Management → Contacts and group it in Contact Groups , or have an Excel file ready to import. Build a campaign Create a campaign with a clear name. Choose the sending address and write the subject and the message. Add the recipients. Send a test to yourself, check it on your phone, then start the campaign. Reach the inbox Send from a verified address at your own domain. Write a clear subject without ALL CAPS or many exclamation marks. Always include a way to unsubscribe, and remove people who ask. Send only to people who agreed to receive your e-mails. E-mail campaigns are estimated per 1,000 e-mails in credits on the Emails screen. Results are in Reports → Campaign Reports .
  • [WhatsApp and SMS Campaigns (Coming soon)](https://kb.tegsofttouch.ai/campaigns/whatsapp-and-sms-campaigns-coming-soon.md): Coming soon. WhatsApp Campaigns and SMS Campaign are listed under Outbound Channels with a Soon badge. WhatsApp Campaigns Send WhatsApp messages to customers who opted in, using templates approved by WhatsApp: order and appointment updates (utility templates) or offers and news (marketing templates). Replies come back to your number and are answered by your AI agent. Needs a number registered on the WhatsApp Business Platform (see WhatsApp under Channels). Templates are charged per message; you can already see the rates in a number's Estimated cost panel. SMS Campaign Send confirmations, reminders and short offers by SMS to your customer lists, from your connected number. Replies reach your AI agent like any other SMS. Get ready now Register your number with WhatsApp and connect SMS. Collect your customers' consent to receive messages. Organise your lists in Contacts and Contact Groups.
• [👥 Human Agents, IVR & Automation](https://kb.tegsofttouch.ai/human-agents-ivr-and-automation.md): AI agents handle most conversations on their own. For the rest, Tegsoft Touch is bringing your team and your call flows into the same place, so a customer moves smoothly from an AI agent to a person, or through a menu, without calling again. Coming soon. Human Agents, IVR menus and Skills and flows are listed in the menu with a Soon badge and shown as Soon in routing. The articles in this section describe how they will work. Feature What it will do Human Agents Your team answers calls and messages in the Console, takes over from AI agents with the full conversation and a summary. IVR menus "Press 1 for sales" menus, spoken or on screen with Visual IVR, that send callers to the right AI agent or team. Skills and flows Step-by-step conversation flows and routing skills, so the right request reaches the right person. Until they ship, AI agents take a message or a request, and you can use the Advanced routing options (voice message, end call, redirect to a URL).
  • [Human Agents (Coming soon)](https://kb.tegsofttouch.ai/human-agents-ivr-and-automation/human-agents-coming-soon.md): Coming soon. Human Agents appears in the menu and as a routing destination with a Soon badge. The best customer experience mixes AI and people: AI agents handle the routine instantly, and your team handles what needs a human touch. Human Agents brings your team into Tegsoft Touch. How it will work Group your colleagues into teams, for example Sales, Support or Front desk. Choose a team as the destination of a channel or an exception on a number's routing screen. Take over from an AI agent: when a customer asks for a person, or an escalation phrase from your Engagement Rules comes up, the AI agent says your handoff message and passes the conversation on, with a short summary, so the customer does not repeat themselves. Answer calls in the browser and chats and messages in the Console. Follow the team in Monitoring and Reports. Prepare now Invite your colleagues to the Touch Identity from Settings → Users. Fill in the Escalation Trigger Phrases and the Handoff Message in Engagement Rules. Add the Transfer Call tool to your agents; it is saved and ready. Need a full contact center for your team today? Tegsoft Contact Center offers voice queues, skills-based routing and agent screens; contact sales@tegsoft.com .
  • [IVR menus (Coming soon)](https://kb.tegsofttouch.ai/human-agents-ivr-and-automation/ivr-menus-coming-soon.md): Coming soon. IVR appears as a routing destination with a Soon badge. An IVR menu greets callers and lets them choose where to go: "Press 1 for appointments, 2 for billing, or stay on the line". With Tegsoft Touch, each option can lead to an AI agent, a team, a voice message or another menu. How it will work Build a menu: a greeting and the options callers can choose. For each option, choose where it goes. Choose IVR as the destination of your number's voice channel, or of an exception such as "After hours". Turn on Visual IVR for the number to show the same menu on callers' screens. Do you need an IVR? Often not. An AI agent understands "I'd like to change my appointment" in the caller's own words and can do it or pass it on, which is faster than any menu. An IVR is useful when you have strict departments, legal announcements, or callers who prefer pressing a key.
  • [Skills and flows (Coming soon)](https://kb.tegsofttouch.ai/human-agents-ivr-and-automation/skills-and-flows-coming-soon.md): Coming soon. Skills and flows, Tools and Integrations appear under Rules & Definitions with a Soon badge. Skills and flows Some conversations must follow exact steps: identity checks, complaint intake, warranty claims. A flow will let you draw those steps once, and every AI agent that uses it will follow them precisely. Routing skills will describe what each team or person is good at, such as a language or a product, so a conversation reaches the right one. Tools A central place for the actions AI agents can take: End Call, Transfer Call, Lookup Customer, Send SMS, Create Ticket and Web Search. You can already pick tools per agent; see AI Agents → Tools and integrations . Integrations Connections to the systems your business already runs: your CRM, your calendar and your own systems through a webhook. Set up once for the Touch Identity, then use them in any agent.
• [📊 Dashboard, Monitoring & Reports](https://kb.tegsofttouch.ai/dashboard-monitoring-and-reports.md): See what is happening now, look back at what happened, and keep your customer data in order. This section covers the Dashboard (your daily overview), Monitoring (live views), Reports (history and recordings) and Data Management (contacts, companies and tickets). Monitoring, Reports and Data Management use the same proven screens as Tegsoft Contact Center, so they grow with you as your team and channels grow.
  • [Dashboard](https://kb.tegsofttouch.ai/dashboard-monitoring-and-reports/dashboard.md): The Dashboard is the home of the active Touch Identity. Open it from the first item in the left menu (house icon) or the Tegsoft Touch logo in the top bar. What you see A greeting and, while setup steps are open, the Recommended card. Four tiles: Conversations Today , Active Agents , Open Tickets and Avg. Response Time . Inbound Channels : each channel with Connected or Set up. Outbound Channels : the campaign types. Automation & Rules : Routing Rules, AI Agents and Chatbot / IVR. Organization : tiles for Phone Numbers, Emails, Websites, Platforms, Users and Billing. Coming soon: live figures in the four tiles, and the channel catalog behind Add Channel and the Automation & Rules links. Until then, open each app from the left menu; live activity is in Monitoring. A user with no Touch Identity sees the welcome screen with Get started instead of the Dashboard.
  • [Monitoring](https://kb.tegsofttouch.ai/dashboard-monitoring-and-reports/monitoring.md): Monitoring in the left menu groups the live views of your customer conversations. Screen What it shows Dashboard The real-time status panel: summary, agents, inbound calls, web chat, campaigns and activities. System Status Logged-in agents, active calls, the busiest queues, callers waiting and the health of your platform. Webchat Monitoring Live web chats. Conference Monitoring Live conferences. Activity Monitoring Customer activities. RM Monitoring Requests and tickets. Emergency Code Monitoring (Coming soon) Emergency code calls. The Monitoring Dashboard is different from the Dashboard at the top of the menu: one shows live activity, the other your Touch Identity's overview.
  • [Reports and recordings](https://kb.tegsofttouch.ai/dashboard-monitoring-and-reports/reports-and-recordings.md): Reports in the left menu shows what happened, by channel and by period. Most reports filter by date and export to Excel. Area Reports Calls Call Detail Recording (CDR), Skill (Queue) Reports, IVR DTMF Report, Conference Reports, Voice Recordings. Messages WhatsApp/SMS Reports, Email Reports, Webchat Reports. Campaigns Campaign Reports, Survey Reports. Team Agent Activity Reports, User Activity Reports, Realtime Agent Display. Tickets Ticket Summary, Time Based, Detail, Performance and Graphical reports. Business Activity, Contact, Order, Proposal, Project and Billing reports, Dynamic Excel Reports. Call recordings Calls are recorded when Record calls is on in the number's routing rule (it is on for every new rule). Listen to them in Reports → Voice Recordings . Listening to how your AI agent handles real calls is the fastest way to improve its instructions. In many countries you must tell callers that the call is recorded. Add a line such as "This call is recorded for quality purposes" to your agent's First Message, or turn Record calls off.
  • [Contacts, companies and tickets](https://kb.tegsofttouch.ai/dashboard-monitoring-and-reports/contacts-companies-and-tickets.md): Data Management in the left menu holds your customer data: who your customers are and what they asked for. Screen Use it to Contacts Keep your customers' names, numbers and e-mails. Known contacts can be routed differently (A known contact / Not a known contact), and campaigns call or e-mail them. Companies Keep the companies your contacts work for (business customers). Contact Groups Group contacts, for example VIP or Newsletter. Use a group in a routing exception or as a campaign list. New Ticket and Tickets Open and follow customer requests, each with an owner and a status. Grow your contact list automatically Turn on Save unknown callers as contacts under More options in a number's voice routing rule. Every new caller is added to Contacts, ready for your next campaign or VIP group. Customer data belongs to your Touch Identity. Keep only what you need, and delete contacts who ask you to.
• [💳 Plans, Billing & Credits](https://kb.tegsofttouch.ai/plans-billing-and-credits.md): Tegsoft Touch keeps costs transparent. Usage is measured in credits , the unit AI Credits are sold in, and every screen that costs something shows an estimate before you commit. Credits and cost estimates : what uses credits and how to read the Estimated cost calculators. Plans, licences, payments and invoices : the four screens under Plans & Billing. The Plans & Billing screens are previews: billing behind them is not live yet, and the figures shown are examples. Estimates use example rates until the final rate card is published. For a quote, contact sales@tegsoft.com .
  • [Credits and cost estimates](https://kb.tegsofttouch.ai/plans-billing-and-credits/credits-and-cost-estimates.md): Tegsoft Touch states every usage cost in credits , never directly in money, so the same estimate reads the same in every country and currency. What uses credits Area Measured as Depends on AI agents Credits per minute of conversation; tools and integrations per call. Answer quality or pinned model, speech recognition, voice, tools, integrations, length of instructions and knowledge. Phone numbers Per minute, message or conversation. Incoming and outgoing minutes, dialer campaign minutes, WhatsApp conversations and templates, SMS sent and received. Emails Per e-mail; campaigns per 1,000. E-mails received and sent, e-mail campaigns. Websites Per conversation, minute or submission. Live chats, click-to-call and video minutes, form submissions. Knowledge Base Extra credits per minute. The knowledge sent with every turn of a conversation. Read an estimate Each of these screens has an Estimated cost pill. Click it to open the calculator: AI agent : the cost per minute with its breakdown; enter Calls a month and Average minutes a call for a Monthly estimate. Phone number : one line per kind of use with a monthly volume. Set unused lines to 0. Volumes are kept only in your browser. Knowledge Base : the extra credits per minute per part. Add them up for your total: an AI agent call on a forwarded number costs the agent's credits per minute plus the number's incoming minutes. Keep costs down Use Fast answer quality for simple tasks such as taking messages. Keep instructions and knowledge focused; long text is sent with every turn. Limit knowledge sources to the agents that need them with Only these AI agents . Set a sensible Maximum call length in Call Behaviour. Switch off channels you do not use on each number. Every estimate says it is "based on example rates". A credit balance and usage history will appear in the Console when billing goes live.
  • [Plans, licences, payments and invoices](https://kb.tegsofttouch.ai/plans-billing-and-credits/plans-licences-payments-and-invoices.md): Preview. The four Plans & Billing screens show how billing will work. The billing behind them is not live yet, and the plans, prices and figures shown are examples. Open Plans & Billing in the left menu, or the Billing tile on the Dashboard. Subscription Add-ons (Plans & Add-ons) Choose your Main Subscriptions and Add-ons , a Billing Cycle of Monthly or Annual, review the Order Summary and click Apply Changes . Changes are prorated to the current billing cycle. License Assignments Assign your subscription seats to Touch Identities. Unassigned seats stay idle and can be allocated at any time; a warning appears if you assign more seats than you have. Payment Options Saved cards ( Add New Card , Set as default , Remove ), Billing Preferences and a Next Invoice Estimation . Invoices Your invoice history, filtered by Year and status (Paid, Pending, Overdue), with View and Download PDF . Until your first billing period it shows "No invoices yet". Before billing goes live Fill in your tax details in Touch Identity Profile so invoices carry the right information. Invite your finance colleague as Billing Administrator . For pricing and plans today, contact sales@tegsoft.com .
• [🔐 Account & Security](https://kb.tegsofttouch.ai/account-and-security.md): Your account is personal: your name, your sign-in, your language and your notifications. It follows you into every Touch Identity you belong to. Open it from your name → Account in the top bar. Tab What you do there Profile Name, profile picture, e-mail and phone (verified with a code). Sign-in & Security Set, change or reset your password. Notification Settings What you are notified about, on the web and on mobile. Danger Zone Leave the active Touch Identity, or delete your account.
  • [Your account, password and sign-in](https://kb.tegsofttouch.ai/account-and-security/your-account-password-and-sign-in.md): Your profile In Account → Profile you edit your first and last name and your profile picture. Your sign-in e-mail is always shown as verified: you confirmed it at sign-up, or Google, Apple or Facebook did. Add your mobile number and verify it with the code sent to it. Sign in Go to console.tegsofttouch.ai and sign in with your e-mail and password, or with Continue with Google , Apple or Facebook . You land in your default Touch Identity. Set a password (Google, Apple or Facebook accounts) An account made with Google, Apple or Facebook starts without a password. In Account → Sign-in & Security , choose to set a password, confirm it with the 6-digit code sent to your sign-in e-mail, and from then on sign in either way. Change your password In Account → Sign-in & Security , enter your current password and the new one twice, and save. You are signed out afterwards; sign in again with the new password. Forgot your password? On the sign-in screen, click Forgot password . Enter your sign-in e-mail. We send you a code. Enter the code and choose a new password. Signed in but forgot the current password? Use the reset with an e-mailed code in Sign-in & Security. Password rules: at least 8 characters, with an uppercase and a lowercase letter, a number and a special character.
  • [Notifications and language](https://kb.tegsofttouch.ai/account-and-security/notifications-and-language.md): Notifications The bell in the top bar collects your notifications, mostly invitations to join a Touch Identity, each with Accept , Snooze and Reject . Click Notification Settings at the bottom of the bell, or open Account → Notification Settings , to choose what you are notified about on the web and on mobile. Language Choose your name → Language , search for a language and click it. The page reloads in that language. The choice is saved to your account, so it applies on every device. The Console language is also the starting language of new AI agents and their templates. Your agents can still talk to customers in any language; see AI Agents → Languages. The tour Want a refresher? Choose your name → Take the tour . Move with Next and Back, or close it with Skip tour.
  • [Delete your account](https://kb.tegsofttouch.ai/account-and-security/delete-your-account.md): Deleting your account works like deleting a personal Google account: you, your sign-in and your personal data go; the Touch Identities you worked in stay with their other members. Before you start You cannot delete your account while you are the only owner of any Touch Identity. The screen lists which ones. For each, make someone else an owner and wait until they accept, or delete that Touch Identity first. Delete Go to your name → Account → Danger Zone → Delete account . Type your sign-in e-mail. Click I understand, delete my account . Removed for good Kept Your sign-in and profile (name, phone, e-mail), your memberships and pending invitations, the reviews you wrote with their replies and votes, your favourites and profile visits, your signed-in phones and devices, sessions and notification preferences. Sign-in and audit logs (who signed in, and when). The Touch Identities you belonged to, with their other members. A deleted account cannot sign in again. Signing up again with the same e-mail creates a new, empty account.
  • [Security and privacy](https://kb.tegsofttouch.ai/account-and-security/security-and-privacy.md): Your customers trust you with their conversations, and you trust us with them. Here is how Tegsoft Touch protects your business and your customers. Proven ownership Every sign-in e-mail is verified, by a code or by Google, Apple or Facebook. Phone numbers are verified with a code before calls are routed to them. E-mail addresses are verified before replies are sent from them. Website domains are verified by e-mail, DNS or file, so your widget runs only on sites you own. Access under your control Each Touch Identity is separate: its data, numbers and agents are visible only to its members. Roles limit who can change what; only owners manage ownership or delete. Every Touch Identity always keeps an accepted owner. Sensitive actions (leaving, deleting) ask you to type the name to confirm. Strong passwords are required, and resets need a code sent to your e-mail. AI you control AI agents only say what your instructions, rules and knowledge allow. What agents receive shows exactly what an agent is given. Teggy never changes anything without your confirmation. Your responsibilities Tell callers when calls are recorded where the law requires it. Contact customers in campaigns only with their consent. Do not put passwords, card numbers or health records in instructions or the Knowledge Base. Remove members who leave your company. Tegsoft's privacy and data protection terms apply to Tegsoft Touch; see the Privacy Policy linked on the sign-in screen. Tegsoft follows GDPR as its baseline for data protection.
• [🛟 Troubleshooting & FAQ](https://kb.tegsofttouch.ai/troubleshooting-and-faq.md): Something not working as expected? Most problems have a quick fix. Find yours below. Problem Article My test call rings my own phone, is busy, or nobody speaks Calls, numbers and messages My number stays Unverified, or no WhatsApp reply comes Calls, numbers and messages My AI agent says something wrong, answers in the wrong language or cuts callers off AI agent answers I cannot sign in, get no code, or cannot leave or delete Sign-in, verification and access A quick answer to a common question Frequently asked questions The fastest help is in the Console: click Teggy and describe the problem in your own words. On a number, Activate & Test → It didn't work walks you through the most common causes. Still stuck? See Contact support .
  • [Frequently asked questions](https://kb.tegsofttouch.ai/troubleshooting-and-faq/frequently-asked-questions.md): Getting started Do I need a new phone number? No. You add the business numbers you already have and forward their calls to Tegsoft Touch. Your customers keep calling the same number. Do I need technical knowledge? No. Templates, Help me write this and Teggy guide you. Forwarding is one code dialled on your phone. Can I use Tegsoft Touch as an individual? Yes. Choose Other as the entity type for your Touch Identity, with no tax details, and start from the Personal Assistant template. What is the difference between Teggy and an AI agent? Teggy is your guide in the Console: it helps you and your team use Tegsoft Touch. AI agents are the ones you build to talk to your customers. Which languages can my AI agent speak? Your agent answers in the language the customer uses, by default. Set a main language and up to five other languages to make speech recognition more accurate, or limit it to the languages you list. Touch Identities and team I'm the only owner and I want to leave. Make someone else an owner and wait until they accept; then leave. Or delete the Touch Identity. I invited a colleague as owner. Why does it say I'm still the only owner? An invited owner counts only after accepting the invitation. Ask them to accept it from the bell. Can a manager delete the Touch Identity? No. Only an owner can. We deleted our Touch Identity. Why is our profile still visible? Deleting keeps the public profile and customer reviews, marked unclaimed. Tegsoft support can delete it permanently on request. I have no Touch Identity any more. What now? Sign in and click Get started on the welcome screen to create one, or accept an invitation from the bell. Why don't I see Recommended or Users? Only owners and managers see them. Ask an owner to change your role if you need them. AI agents and knowledge I added knowledge, but my agent does not use it on calls. AI agents start answering from the Knowledge Base and the Engagement Rules in an upcoming release. Until then, put the facts and rules the agent must follow in its instructions. Can my agent transfer calls to my team? Live transfer (the Transfer Call tool and Human Agents) is coming soon. Until then, let the agent take a message for a call-back, or use When you do not answer forwarding so you answer first. Do callers hear the agent's Name? No. The Name is for your team only. Use Give your agent a name callers hear, and mention it in the First Message. Which AI model does my agent use? You choose an Answer quality (Fast, Balanced or Best) and Tegsoft keeps the model behind it up to date. Technical users can pin a specific model instead. Costs What does Tegsoft Touch cost? Usage is measured in credits, and each screen shows an estimate. The rates shown are examples until the final rate card is published; for a quote, contact sales@tegsoft.com. Does my phone operator charge for forwarded calls? It may. Some operators charge a forwarded call like a call from your line to the entry number. Ask your operator before you turn forwarding on. Where do I see my credit balance? A credit balance and usage history will appear when billing goes live. Today the Console shows estimates.
  • [Calls, numbers and messages](https://kb.tegsofttouch.ai/troubleshooting-and-faq/calls-numbers-and-messages.md): Start with the checklist at the top of the number's Activate & Test tab: the channel must be on, the number verified, and someone set to answer. Most problems are one of these three. Calls My own phone rang when I called my number Forwarding is not on yet. Dial the code again on the phone that has the number and wait for the operator's confirmation. With "When you do not answer", your phone rings for about 20 seconds first; that is expected. If the code is refused, your operator uses its own codes or app: ask them to forward the number to the entry number. I hear a busy tone or "number not available" Check that Voice is on and the number is verified. Check the code contains the entry number exactly, with the country code. Some packages do not allow forwarding; ask your operator to enable it. The call connects but nobody speaks Make sure the main answer is an AI agent and the rule is on. Test the agent in its editor: it needs a voice and at least one language. If the First Message is empty, the agent waits for the caller to speak first: say hello. Wait a minute after a change and call again. The wrong agent or the wrong greeting answered An exception matched your call; exceptions are checked top first. Test from a phone no exception matches, or switch the exception off while you test. Check also that you are in the right Touch Identity. Exceptions by caller number or contact never match Your office phone system may hide the caller's number when it forwards. Ask your operator or phone system admin to keep the caller's own number on forwarded calls. The screen says the entry number for my country is still being set up Contact Tegsoft support and we will give you the entry number for your country. How do I stop forwarding? On a mobile, dial ##002# and press the call key. On a landline or office phone system, ask your operator or admin. Numbers and verification My number cannot be saved Use the international format with + and the country code, for example +905321234567, not 05321234567. The same number cannot be added twice to one Touch Identity. The verification code does not arrive Try another method: Voice reads the code out in a call and works on landlines. Check the number's digits. A code is valid for one day. If no method works, contact Tegsoft support and we can verify the number for you. My verified number became Unverified Its digits were changed. Verify it again. Changing only the channels keeps the verification. A card says Nobody answers yet That channel is on but has no main answer, so customers on it get no reply. Click Set up routing and choose an AI agent, or switch the channel off. WhatsApp and SMS No reply comes back to my test message The number must be connected first: registered with WhatsApp Business for WhatsApp, or connected to an SMS provider by Tegsoft for SMS. Check that the channel is on and an AI agent answers it. Wait a minute after a change and send another message. WhatsApp registration says the number is already in use The number is on the WhatsApp or WhatsApp Business app on a phone. Back up the chats, delete that WhatsApp account in the app, then register again. The reply came from the wrong place An exception matched your message. Exceptions are checked top first; test from another phone or switch the exception off.
  • [AI agent answers](https://kb.tegsofttouch.ai/troubleshooting-and-faq/ai-agent-answers.md): Test the agent in its editor first ( Test → Conversation ). If it misbehaves there, the fix is almost always in the instructions or the settings below. The agent makes things up Add the real facts to the instructions and a line such as "Never invent information. If you do not know, say so and offer to take a message." Choose Balanced or Best answer quality. The agent ignores my Knowledge Base or Engagement Rules Live agents start using them in an upcoming release. Until then, copy the key facts and rules into the agent's instructions. The agent answers in the wrong language Set the Main language to your callers' language and add the other languages they use. If it still switches on noisy lines, choose Only use the languages listed. The agent misunderstands names, numbers or words Set the Main language correctly; it matters most for speech recognition. Ask the agent in the instructions to repeat important details back to confirm. A clear line and a quiet place help callers too. The agent cuts callers off, or waits too long Adjust Pause that ends a turn in Call Behaviour, in small steps. Longer means fewer interruptions; shorter means quicker answers. Answers are too long on the phone Use Help me write this with "Make the answers shorter", keep Keep replies short on, or lower the Reply length limit in Call Behaviour. The agent speaks too fast Callers can simply ask it to speak more slowly. You can also choose another voice or adjust the speed under Voice engine (TTS), where the voice offers it. The call goes silent when the caller says nothing Fill in When nobody answers under Call Behaviour → Spoken messages, for example "Are you still there? I'm happy to help." The call ends after 15 minutes That is the default Maximum call length (900 seconds). Raise it in Call Behaviour if your calls are longer. I cannot save my agent "Name required to save" means the Name field is empty. "Not saved" means the save failed: check your connection and click Save now. Test or voice preview does not work Save the agent first; Test needs a saved agent. Allow the microphone in your browser for voice modes. Try a recent Chrome, Edge, Safari or Firefox.
  • [Sign-in, verification and access](https://kb.tegsofttouch.ai/troubleshooting-and-faq/sign-in-verification-and-access.md): I forgot my password Click Forgot password on the sign-in screen, enter your e-mail, and use the code we send you to choose a new password. My password is refused at sign-up It needs at least 8 characters, an uppercase and a lowercase letter, a number and a special character. The screen ticks off each rule. I signed up with Google and now want to use a password Go to Account → Sign-in & Security and set a password, confirmed with a code sent to your e-mail. The e-mail code does not arrive Check spam and promotions, check the address for typos, and use Resend code after the countdown. Company filters sometimes hold automated e-mails; ask your IT team, or sign up with Google, Apple or Facebook. Social sign-in failed Try again, and allow pop-ups for the Console. If your Facebook account has no e-mail address, sign up with e-mail instead. After signing in I only see a welcome screen and no menu You belong to no Touch Identity yet. Click Get started to create one, or accept an invitation from the bell. I cannot find a colleague's invitation Check the bell, including Snoozed invitations. Make sure you are signed in with the e-mail address the invitation was sent to. I cannot leave the Touch Identity You are its only accepted owner. Make someone else an owner and wait until they accept, or delete the Touch Identity. I cannot delete my account You are the only owner of at least one Touch Identity; the screen lists which. Hand each over or delete it first. A button is disabled with an error next to it The Console could not check whether the action is allowed, usually because of a network problem. Click Try again. Every refusal says why next to the button. A bar says a new version is ready We released an update. Click Reload to use it; your saved work is kept.
  • [Contact support](https://kb.tegsofttouch.ai/troubleshooting-and-faq/contact-support.md): We are happy to help. Before you write, try these; they solve most questions in a minute: Ask Teggy in the Console, in your own words. Open Learn in the top bar for the guides of the screen you are on. On a number, use Activate & Test → It didn't work . Search this knowledge base. Reach Tegsoft support Choose your name → Support in the top bar of the Console. Help us help you faster Include in your message: The name of your Touch Identity. What you did, what you expected and what happened instead. For calls and messages: the number you tested from and the time of the test. For an AI agent: its agent id (click the id chip in the editor to copy it). A screenshot of any error message. Things only support can do Verify a number, e-mail address or website that cannot receive a code. Give you the entry number for a country that is still being set up. Connect SMS and help with WhatsApp registration. Assign a new owner to an unclaimed Touch Identity, or delete one permanently. Sales and partnerships For pricing, plans or a partnership, write to sales@tegsoft.com .
• [📝 Release Notes](https://kb.tegsofttouch.ai/release-notes.md): Every Tegsoft Touch release, newest first: what is new, what got better and what was fixed. For the highlights in one page, see ✨ What's New . Tegsoft Touch updates itself: there is nothing to install. When a new version is out, the Console shows "A new version of Tegsoft Touch is ready." Click Reload to use it. Each release note lists: ✨ New : features you can use from today. 🚀 Improved : things that work better or faster. 🛠 Fixed : problems we solved.
• [📖 Glossary](https://kb.tegsofttouch.ai/glossary.md): The words used across Tegsoft Touch and this knowledge base. Term Meaning Activate & Test The tab of a number's channel that shows how calls or messages reach it, and lets you test. AI agent An AI that answers your customers on calls and chats from your instructions and knowledge. Answer quality Fast, Balanced or Best: how clever an agent's answers are. Tegsoft keeps the model behind it up to date. Business owner The role with full control of a Touch Identity, including deleting it and managing ownership. Call forwarding Your operator sends your number's calls to your Tegsoft Touch entry number, so you keep your number. Category What kind of company or person a Touch Identity is. Credits The unit all usage costs are measured and estimated in; AI Credits are sold in credits. Default Touch Identity The Touch Identity you land in when you sign in. Display name An optional short name (up to 30 characters) for a Touch Identity, shown in the switcher. Engagement Rules How a Touch Identity's AI agents engage with customers: topics, tone, working hours and handover. Entry number The Tegsoft Touch number your line forwards its calls to. Exception A routing rule checked before the main answer, by time, caller number or contact. The first that fits wins. First Message The first thing an AI agent says or writes. Empty means the customer speaks first. Help me write this Writes or edits an AI agent's instructions from a typed or spoken description. Instructions What an AI agent is told to do, in the System Prompt field. Customers never see them. Knowledge Base What AI agents answer from: articles, questions and answers, website pages, plus the profile and Engagement Rules. Main answer Who answers a channel of a number when no exception applies. Manager A role that manages a Touch Identity and its members, but not its owners, and cannot delete it. Recommended actions The setup checklist of a Touch Identity, for owners and managers. Teggy Tegsoft's AI: in the Console, the guide that helps you and your team use Tegsoft Touch. It never talks to your customers. Touch Identity The company, brand or person your AI agents speak for. Touch Identity Profile The active Touch Identity's own page: information, address, description and Danger Zone. Unclaimed A deleted Touch Identity whose public profile and reviews remain. Verified A number, e-mail address or website you proved you own with a code, DNS record or file. Visual IVR A call menu shown on the caller's phone screen instead of read out. WebRTC Secure calls from a web browser, without a phone line.