Live chat for SaaS businesses

Put the chat widget where a question can change the next step. On a plan comparison page, a sales or support agent can clarify a feature, share the right documentation, and offer a follow-up. During trial onboarding, the agent can ask what the user has tried, guide an activation step, or escalate a product issue. For billing questions, the agent can explain available account information and send account changes to the authorized billing team.

Text provides live chat for the conversation; it does not manage subscriptions or replace your billing system. For customer support teams, live chat can surface recurring questions from trial users and paying customers without turning every chat into a sales pitch. Use greetings based on the page and user behavior selectively, so customer engagement feels helpful. Review chat messages and recurring questions to improve the customer experience rather than assuming every conversation will convert or prevent churn.

Yes. A developer can add Text's widget to your website and authenticated web app, choose when it loads, and decide which pages should hide it. If you pass account context, verify the user's identity and share only the customer data an agent needs. Test sign-in and sign-out, desktop and mobile layouts, routing, and the offline flow before launch. For a native customer app, assess the relevant SDK separately; agent mobile apps do not embed chat in your app.

Test live chat with a trial account and a paying account. Check whether the agent sees the right context, whether that context changes after a plan update, and what remains visible after sign-out. Set permissions for conversations and connected account data, and review your plan's security controls, authentication options, history limits, and data handling terms with your privacy team. Keep passwords and card details out of chat messages. Check the current Text features and plan details before promising a particular security setting.

Set the widget's availability to match your coverage. When no teammate or AI Agent is available, enable Text's offline contact or ticket form so customers can leave a request. A teammate can pick up an offline chat later; the customer can reply by email or in the widget. During staffed hours, routing rules (on Growth or Enterprise) and transfers can get technical or billing issues to the right team.

In Text, canned responses let agents reuse saved answers. Reply suggestions draft answers from connected knowledge sources that agents can review and edit; Copilot can answer teammates' questions using sources added to it separately. Keep those sources current as features and subscription terms change. If you enable an AI Agent, test its transfer to a person. When nobody is available, it can create a ticket if that option is enabled. Do not rely on AI to invent account policy or promise a billing change. AI usage and handoff behavior depend on your plan and configuration.

Text Skills can create a HubSpot contact from chat details, use Salesforce to look up a customer or create a case, and connect Klaviyo actions for follow-up after trial conversations. Configure and test the actions your team needs; a connection does not mean every field syncs automatically.

For an authenticated SaaS app, install the widget in your web app and pass only the account data an agent needs. A page view or CRM contact alone does not verify someone's billing status; your billing system and authorized team still own refunds, cancellations, and plan changes. Review each connection's current requirements and terms.

The current pricing page describes Text plans billed per user monthly or annually. They include live chat, inbox and ticketing, an AI Agent, and Copilot. AI resolutions, reply suggestions, shared canned responses, chat history, routing rules, and reports vary by plan. Essential and Growth have a 14-day trial without a credit card. Check current limits and your team's total.

Estimate AI resolutions and check extra capacity costs. Routing rules and Chat topics are listed for Growth and Enterprise. Text plans are separate from legacy LiveChat subscriptions.

Before launch, record where trial users ask for help, which onboarding steps stall, and how long billing questions wait. After launch, tag these conversations and compare response time, resolution, and customer satisfaction by issue type. Connect chat outcomes to your own activation, trial-to-paid conversion, and retention data. Segment the results by journey stage: live chat on a pricing page has a different job from live chat during an account issue. Chat volume alone does not show whether users got the right answer.

The OptinMonster customer story reports that visitors who chatted were 11 times more likely to become customers and that average revenue per user was 16 times higher among people who chatted. Those are one company's observed results, not a forecast or proof that chat caused the difference. Use the story as context, then measure your own baseline and customer experience.

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.