30,000+ teams already turning conversations into revenue

Meet live chat by Text

Explore live chat software features built to help support teams answer faster, automate routine work, and track what each conversation delivers.

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Chat Widget

Customize your Chat Widget

Change the Chat Widget's look, language, and availability. You can also collect contact details before a chat and route customer inquiries to the right team.

Match your brand

Choose the colors, position, and greeting that fit your website.

A preview of language selection in the chat widget settings.

Select language

Pick a Chat Widget language and write the first automatic message.

Availability

Let customers leave a message at any time or only while support agents are online.

Pre-chat form

Collect details before a chat, then ask for feedback when it ends.

Chat routing

Send each chat to the right team based on its page, topic, or channel.

Preview live chat by Text
on your home page with one click

AI toolkit

Support agents can draft replies, summarize conversations, and clean up their writing without switching tools. Text also surfaces recurring questions and suggests tags.

Copilot, one of the AI tools available in live chat by Text.

AI tools for faster support

Connect a knowledge base to ground reply suggestions in your product information. The same AI tools can summarize customer interactions, refine wording, and organize conversations with tags.

An example of an AI-generated reply suggestion.

Reply suggestions

Generate a reply from your knowledge base, then review and send it.

An example of an AI-generated conversation summary.

Chat summaries

Catch up on a customer conversation without reading the full transcript.

Insights

See which questions customers asked most during the week.

Text enhancement

Change the length or tone of a reply and fix mistakes before sending.

Tag suggestions

Let Text suggest tags as the conversation develops.

Help agents resolve chats faster with AI

AI Agent

AI Agent uses your knowledge base and rules to answer common questions, then hands complex requests to your team with the context attached.

Build an AI customer service agent

Choose how your AI customer service agent speaks, what it knows, and which tasks it can complete. Set handoff rules so customers reach a person when they need one.

AI Agent instructions

Set the agent's role, tone, and response length for consistent answers.

A custom AI Agent skill with an intent trigger and a sequence of actions.

Intent-based skills

Describe the task and trigger in plain language. AI Agent runs it when a conversation matches.

A conversation transferred from AI Agent to a human teammate.

Human handoff

Send complex requests to a teammate with the chat context attached.

Website and file knowledge sources connected to AI Agent.

Knowledge base

Add websites, files, or articles that AI Agent can use in its answers.

Set up your AI customer service agent

Inbox

Inbox brings chats, tickets, and AI Agent handoffs together, so your team can move between queues and channels with the full context.

Inbox views

Switch between assigned, queued, unassigned, supervised, and archived conversations.

A preview of conversation views in the live chat by Text Inbox.

Chat feed

Reply to customers, work on tickets, and supervise AI agents from the same feed.

Chat history

Read the current chat alongside earlier conversations with the same customer.

Message composer

Write a reply, add an emoji, or share a file from the composer.

AI Assist writing controls in the live chat by Text Inbox.

AI writing tools

Change the length or tone of a message and fix mistakes before sending.

Reply suggestions

Get a suggested reply based on your knowledge base and the customer's question.

Cart content

Check the current cart, order value, recent activity, and product details while you chat.

Canned responses

Insert canned responses with keyboard shortcuts when the same questions come up.

Tags used to organize conversations in the live chat by Text Inbox.

Chat tags

Tag a conversation so the team can find related cases later.

An active conversation being transferred to an agent or group in the live chat by Text Inbox.

Chat transfers

Send a live chat to the right agent or team without losing context.

Bring every conversation into one inbox

Details

Details keeps contact information, website activity, surveys, carts, and recent orders with each conversation.

Know who you're talking to

Check customer details and website activity without leaving the conversation.

A customer's name, email, time zone, and location in live chat by Text.

Contact details

Check the customer's name, email address, time zone, and location.

Pre-chat survey answers in the customer details panel.

Pre-chat answers

Read the answers collected before the chat started.

Visited pages and time spent on the website.

Website activity

Check which pages the customer visited and how long they stayed.

Recent customer orders with values, dates, and fulfillment status.

Recent orders

Check order value, purchase date, and fulfillment status during the chat.

Additional customer information including visits, conversations, tickets, and referral source.

Additional context

Find previous visits, chats, tickets, and the customer's referral source.

Get your first chats in minutes

One platform

Text keeps chats, tickets, customer records, and automation in the same workspace. Your team can assign work and automate repetitive tasks without stitching together separate tools.

A ticket list with statuses, priorities, and assigned teammates in the unified live chat by Text workspace.

Keep customer requests moving

Use Playbook for repeatable work, route tickets automatically, and find the customer record behind each request.

A Playbook automation with a trigger, conditions, and actions.

Automated playbooks

Start from an event, apply a condition or delay, then run the next action.

Automatic ticket rules for assignment, confirmation, and follow-up.

Ticket rules and triage

Assign, prioritize, or follow up on tickets when a rule matches.

Customer directory

Search contacts and filter the list before opening a customer record.

A customer group based on shared behavior and buying intent.

Customer segments

Group customers by behavior or buying intent, including shoppers with active carts.

Route customer work automatically

Engage

Engage shows who is browsing your website right now. Start a chat yourself or use Campaigns to reach website visitors when their behavior signals intent.

Traffic

See where each visitor is, which pages they viewed, and how long they stayed. Use that context to start a relevant website chat.

Campaigns

Set proactive chat invitations for specific visitors or pages. Use them to answer a likely question, announce a product, or offer help before someone leaves.

More chats
Improved visitor experience
Better conversion from visitors to customers
Increased customer satisfaction

A preview of the Campaigns tab in the Engage section of the live chat by Text app.

Goals

Create goals for events such as orders or page visits. Text links each result to the chat that influenced it and includes it in ecommerce reports.

Start conversations with website visitors

Team

Invite agents by email or link, assign roles, and set availability or shifts. Text keeps customer support team schedules and permissions in the same app.