This month, we’ve refined how Copilot works, made Workflows simpler, and introduced new tools to help your team move faster — from customer-aware AI replies to a redesigned automation builder.
Each update brings us closer to what Text stands for: clear, human-centered communication powered by smart technology.
Copilot, redesigned to think like your team
A smarter Copilot, focused on what matters
We’ve rebuilt Copilot’s core so it’s more aware of your customers and less distracted by data it doesn’t need.
Now, Copilot pulls richer context from MCP, filters out unused tools, and stays laser-focused on conversations that matter most.
The result? Quicker resolutions, more relevant answers, and a system that feels like part of your team — not just another AI layer.
Reply suggestions that sound like you
Copilot’s reply suggestions have been re-trained on real conversation data to sound more natural.
Early testers say responses “feel less robotic — more like help from a teammate.”
Customer context that drives better conversations
Chat with Copilot about any customer
Support feels more natural when you have context. Copilot now understands who the customer is, what they’ve asked before, and what might come next.
You can ask things like:
- “What did this customer ask about before?”
- “Is there any upsell potential here?”
Copilot instantly pulls conversation history and insights, so you can respond with confidence — no digging through old tickets.
Unified Customer Profile
All data now appears in one place: total chats, visits, tickets, and a quick summary visible across Chats, Archive, Tickets, and Traffic.
Instead of managing isolated cases, your team can talk to the person behind them — with full history in sight.
Collect phone numbers, not just emails
AI agent can now collect phone numbers in addition to email addresses, helping your team reconnect with customers across more channels and keep the conversation going.
Easier website integration through Google Tag Manager
Installing the Text App chat widget is now as simple as adding it through Google Tag Manager.
No coding, no waiting — just a few clicks and you’re live.
With GTM you can:
- Add Text App without touching your website code.
- Get chat running in minutes, not hours.
- Manage all your tags in one place.
Follow our quick guide to connect your site to Text App via GTM.
Workflows, simplified and smarter
Workflows have been redesigned from the ground up for clarity and speed. Whether you’re building your first automation or fine-tuning a complex one, the new builder feels lighter, faster, and more intuitive.
What’s new:
- Simplified layout with a clearer sidebar for triggers and actions.
- Inline editing — fewer clicks, faster changes.
- Workflow run preview to troubleshoot issues.
- Multi-select and segmented input controls.
- Responsive design for smoother use on any device.
- Credential-first setup for faster connections.
- Clearer, more consistent naming throughout.
- Slack user avatars and agent filters for better visibility.
- Editable permissions with tooltips for non-creators.
Workflows now work the way your mind does: direct, visual, and fast.
Faster ticket management
We’ve made it easier to navigate, organize, and collaborate on tickets — so your team spends less time managing, more time solving.
New capabilities:
- Ticket navigation: Move between tickets using keyboard shortcuts or on-screen arrows.
- Custom views: Filter by status, assignee, or tag and save them for quick access.
- Bulk actions: Update status, priority, assignee, or tags for multiple tickets at once.
- Ticket followers: Follow any ticket to stay informed and receive web or email updates.
Every update is designed to help teams work faster — and together.
Getting started with chat just got easier
Explore chat instantly
All new Text users now get instant access to a pre-loaded sample chat.
It's a quick way to test how conversations work and see Text in action from the start. The new tour walks you through Text’s key chat and automation features.
Notification controls, reworked
We’ve redesigned how notifications work in Text to give you more control and a cleaner experience.
The new Notification Center keeps everything organized and easy to manage with separate controls for chats and tickets.
You’re always in control of what gets your attention. Learn how to manage notifications in Text App.
New reports for clearer performance insights
Track what matters most — satisfaction, response time, and outcomes — all within Text App.
Now available:
- New Tickets report
- Ticket Satisfaction report
- Resolution Time report
- Chat Response Time report
- First Response Time report
These new reports make it easier to understand how your team performs and where you can improve.
AI agent improvements
New AI agent Inbox
AI agents now have their own Inbox section for easier monitoring and review.
Here’s what’s inside:
- Active chats: See AI-led conversations in real time and take over instantly if needed.
- Solved chats: Review conversations that were automatically recognized as successfully handled by your AI Agent.
- Quick links: Jump to AI agent Reports, Knowledge Hub, and setup pages.
This update gives you full visibility into how automation performs — so you can refine and trust your AI.
Reorder your Inbox
You can now rearrange Inbox sections to fit how your team works.
Move your most-used section (Tickets, AI agent, or another channel) to the top — it becomes your new home view automatically.
Optional privacy notice for your website widget
The chat widget now includes a customizable privacy policy banner placeholder, making compliance simpler and transparency easier.
Follow our guide to tailor it to your data and privacy policies.
That’s a wrap
September’s updates are all about flow: less friction, more focus.
We’re building toward a customer service experience where every interaction feels natural, contextual, and fast.
Try the new Copilot and workflow builder inside the Text App today — your next great conversation might just start there.
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