Frequently asked questions
Getting started
Do I need a new phone number?
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?
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?
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?
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?
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.
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?
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?
Can a manager delete the Touch Identity?
No. Only an owner can.
We deleted our Touch Identity. Why is our profile still visible?
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?
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?
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.
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?
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?
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?
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?
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?
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?
Where do I see my credit balance?
A credit balance and usage history will appear when billing goes live. Today the Console shows estimates.
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