Tips for using Toshi

Toshi avatar

Toshi is our always-on, virtual support chatbot here to help you find quick answers to your questions. You can ask it anything, and if it can't assist, it'll guide you on how to get in touch with our customer support team. Get the most out of Toshi by following these tips on how to ask direct questions.

Ask simple, direct questions

Toshi is trained to answer your questions, but it isn’t as conversational as a human. It’s best to ask simple, direct questions in short full sentences. Try not to describe your entire problem, but instead, start with the main issue.

Here are some examples:

Don't Don’t: “I deposited R3000 into Luno from my Capitec bank account on Saturday, but it hasn’t reflected yet, and I want to buy Bitcoin and Ethereum today.”

Do Do: “My deposit isn’t reflecting.”

While Toshi will always try its best to understand, try to avoid one-word questions as far as possible. For example:

Don't Don’t: "Instant"

Do Do: “How do I make an instant deposit?”

Avoid questions with specific details like transaction IDs and deposit reference numbers unless prompted to do so. For example:

Don't Don’t: "Where is deposit 12347XYZ?"

Do Do: “My deposit isn’t reflecting.”

Ask one question at a time

If you have more than one query, ask each question individually. Only ask the next question once the previous one has been resolved. For example:

Don't Don’t: “I don’t know how to send cryptocurrency and my withdrawal isn't reflecting"

Do Do: “How do I send cryptocurrency?” then “My withdrawal isn’t reflecting”

Use the quick reply button suggestions that appear in the chat

To help you as quickly as possible, Toshi will show some quick reply questions without you having to type out an entire message. These suggestions will pop up in your chat, and you can simply select the one that’s most relevant to you.

What happens if Toshi doesn’t recognise my question?

Toshi is constantly learning, but it may not always understand your question. If you get a “Sorry, I don’t understand” response, try rephrasing the question using different words or selecting one of the suggested topics.

If Toshi can’t help you, you can ask it to connect you to a support agent to speak with someone from our customer support team. For example: ‘I want to speak to an agent.’

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