Answer support questions
Answer setup and account questions, share guides, and route technical requests with chat history in view.
Explore the workflow
Live chat customer support
that helps you sell
Give your customer support team one place to talk with website visitors, understand their needs, and move every conversation towards a sale.
Sign up free
24/7/365 product supportNo credit card requiredFree 14-day trial
30,000+ teams already turning conversations into revenue
Support in one workspace
Keep chat, email, and tickets in one Text inbox, with context from first message to resolution.
Help shoppers decide
Answer product, shipping, checkout, and return questions with context from connected store and CRM apps.
Explore integrationsRoute chats with context
Keep the conversation and customer context together, from first message to follow-up.
Connect with the right agent
Route visitors to an available teammate with groups, automatic routing, and transfers. Review customer context and chat history before replying.
Follow through to resolution
Keep conversation history available according to your plan. Use built-in tickets to assign, track, and resolve follow-up requests.
Keep chats and tickets together
Handle chat and email in one inbox. Assign tickets and follow up with customer context in view.
“I've worked with the big vendors. Never had this level of support.”
Workforce Systems Expert at Milano Cortina 2026 Winter Olympics
Help agents reply faster
Customer service software should help your team spend less time drafting replies and catching up on conversations, giving agents more time to help each customer.
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Draft replies with Copilot
Get answer suggestions from connected knowledge sources, then review and adapt the reply. AI usage limits vary by plan.
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Reuse your best answers
Use shared canned responses for recurring questions so teammates can start from a consistent answer. Available on Growth and Enterprise.
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Catch up with summaries
Review chat and ticket summaries before taking over a request. Available on Growth and Enterprise.
Support customers after hours
Combine live support with AI Agent and asynchronous follow-up to help customers when your team is away.
Answer FAQs after hours
Use your website and help content to give AI Agent the knowledge it needs for after-hours support.
Try AI AgentPass chats to your team
Let AI Agent transfer conversations to your team when a question needs a person’s attention.
Try human handoffSave requests as tickets
Create tickets for requests that need more work, ready for your team when they return.
Try built-in ticketing
Set expectations when agents are away
Text’s AI Agent answers routine questions using your knowledge sources and hands conversations to your team when human help is needed. Visitors can also leave messages for follow-up. Set clear expectations for when an agent will reply.
Measure team performance
See response times, queues, and customer satisfaction together. Spot busy periods and coaching opportunities.
Set up customer support before launch
Build and test the essential setup
Add LiveChat, invite agents, set routing, and test online and offline.
Explore setup optionsAssign ownership before launch
Name an owner for the widget, routing, saved replies, reporting, integrations, and escalation paths.
Review routingTest on desktop and mobile
Test the visitor and agent experience on desktop and mobile before inviting the full team.
Review the workflow
“We added over $1.5M in revenue in the first eight months. All from sales that started in the chat.”
CRM and Digital Manager, Experiences by Wembley Stadium
Connect your support tools
Connect your ecommerce platform and CRM to bring customer details and shopping context into support conversations.
Shopify
Add chat and product context to a store while keeping order changes and returns in the system responsible for them.
Add to Shopify
WooCommerce
See cart contents and past orders alongside the conversation to help customers with product and order questions.
Add to WooCommerce
HubSpot
Match visitors to CRM contacts and give agents access to relevant details, transcripts, and notes.
Connect HubSpot
Salesforce
Send contacts, leads, and cases from LiveChat, with ownership defined by your workflow.
Connect SalesforceSecurity for support teams
Text combines SOC 2 Type 2–audited security with GDPR and CCPA compliance.
The chat widget meets WCAG 2.2 AA accessibility standards.
- CCPA
- WCAG 2.2
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SOC2
- GDPR
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PCI DSS – SAQ A
- BBB Accredited Business
- Data Privacy Framework
Customer support FAQs
What is customer support software?
Customer support software brings conversations, customer context, and team collaboration together. Text combines live chat, email, a shared inbox, built-in ticketing, and AI Agent to help teams manage customer interactions and improve the customer experience.
How can teams handle messages outside business hours?
AI Agent can handle routine questions after hours and hand conversations to your team when needed. Customers can also leave messages for a later reply. Configure availability and explain when human support will return. Working hours are available on Growth and Enterprise plans.
How does a support conversation move from routing to resolution?
Routing connects a customer with an available agent or group. Agents review the context, reply, and transfer the conversation when needed. Built-in tickets keep follow-up requests assigned and trackable in Text. Define ownership and escalation paths, and choose a plan with the routing features your team needs.
What does setting up LiveChat involve?
Add the chat widget or a supported platform app, invite your team, and configure availability and routing. Connect knowledge sources for AI Agent and test its answers and handoff to your team. Define ticket ownership and escalation paths before launch.
Does Text include AI and ticketing?
Yes. Text plans include AI Agent, live chat, inbox and ticketing, and Copilot. AI usage allowances and advanced capabilities depend on the plan. These are built-in Text features; a Text plan does not imply a separate subscription to each standalone product.
Which data security controls should a support team review?
Text includes secure TLS connections and two-factor authentication in every plan. Custom SSO and audit logs are available on Enterprise. Review the plan comparison and Text Trust Center for details, and include connected apps in your security review.
Which integrations should a support team choose?
Start with the job the customer support team needs to complete. HubSpot can match visitors to CRM contacts and add transcripts or notes. Salesforce can pass contacts, leads, and cases. Shopify can add store and product context. Connected apps do not automatically approve returns or change orders; those actions require a supported workflow in the responsible system. Verify actions, permissions, synchronization, vendor, and recurring costs, then test with sample customer interactions.
How does Copilot help customer support agents?
Copilot helps agents draft replies and find answers from connected knowledge sources. Your team can use it during customer conversations while staying in control of the response. Check the plan comparison for available AI capabilities and limits.
Are the features on this page included in my LiveChat plan?
No, your LiveChat plan stays the same. The features and capabilities on this page are part of Text and are available under Text pricing plans. They are not included in LiveChat plans, including legacy LiveChat subscriptions. Availability, limits, and pricing depend on your Text plan. If you’re on a LiveChat plan and want these features, you can move to Text.