Sylwia Kocur
Content Marketing Specialist
I joined Text to help introduce our products to companies looking for a reliable and forward-thinking partner in global communication. With experience as both a Product Expert and now a Content Writer, I understand what businesses need and help them discover how Text can support their goals.
The Chat Shop, a long-standing Text partner, was referred to Mollie to build a native payments integration for the Text Marketplace. Using the MERN stack alongside LiveChat's Agent App SDK, The Chat Shop delivered a solution enabling support agents to view and manage payment data directly inside live chat conversations — removing the need to switch between platforms and reducing handling time per conversation.
Key metrics at a glance:
App development time under one month to functional beta.
Tech stack MERN (MongoDB, Express, React, Node.js).
LiveChat APIs used: Agent Chat API, Accounts SDK, Agent App SDK, WebSockets.
Key benefit: real-time payment data surfaced inside the LiveChat agent view.
Products included in the implementation: LiveChat Agent App SDK, LiveChat Accounts SDK, Agent Chat API (send_event, tag_thread, get_customer), and LiveChat WebSockets for real-time data.
Partner introduction
The Chat Shop is a specialist live chat and conversational marketing agency offering managed chat services, technology consulting, and custom integration development. As one of Text’s earliest and most trusted partners, they operate at the intersection of customer experience strategy and technical delivery.
Company: The Chat Shop
Industry: Live chat and conversational marketing
Specialisation: Managed chat services, LiveChat app development, lead generation
Partner since: Early adopter — one of Text’s first partners
Challenge Introduction
In the payments industry, customer support agents are expected to do far more than answer questions — they must navigate multiple tools simultaneously to resolve complex, time-sensitive queries.
Agents supporting Mollie's merchant customers faced a fragmented workflow: payment data lived in Mollie's back-end systems, while customer conversations happened in LiveChat app. There was no bridge between the two.
This siloed setup created real operational pain. Agents had to switch between platforms to look up transaction statuses, verify payment outcomes, or tag chats with relevant order information.
Beyond inefficiency, the disconnect had a direct business impact. Customers seeking payment support expect fast, accurate answers — delays or incorrect information erode trust and, in some cases, lead to abandoned transactions. Mollie needed a solution that brought payment context directly into the agent's workspace.
They had the tools, but no strategy. They needed an environment where support is unified and productive.
How The Chat Shop mapped problems to LiveChat app features
The Chat Shop's expertise lies in understanding how live chat workflows break down in practice, and how to fix them with the right combination of technology. Rather than building a generic integration, they approached the Mollie project by mapping each operational pain point to a specific LiveChat capability.
By pulling real-time payment data into the agent view, tagging conversations with transaction metadata, and enabling event-driven communication, they created a unified, context-rich workspace.
Core challenge | Text feature used | Benefit |
Agents switching between the Mollie dashboard and LiveChat | Agent App SDK widget embedded in the agent interface | Payment data visible in-chat without tab switching |
No payment context during customer conversations | get_customer API and real-time WebSockets | Live transaction status surfaced during active chats |
Manual, error-prone chat tagging for payment issues | tag_thread API action | Automated, consistent tagging for reporting and routing |
Difficulty sending payment confirmation events to customers | send_event API action | Structured payment updates sent directly within the chat thread |
Authentication complexity for agent onboarding | Accounts SDK with private database storage | Seamless sign-in without repeated permission prompts |
Rollout Strategy
The Chat Shop followed a structured implementation process that balanced speed with quality, delivering a functional beta within a month while meeting Text’s high Marketplace standards.
Step 1 — Discovery and architecture planning
The Chat Shop assessed Mollie's requirements and mapped them to Text’s API surface. They selected the MERN stack for its flexibility and compatibility with LiveChat's SDKs, and defined the data flow between Mollie's systems and the LiveChat agent view.
Step 2 — Authentication and security foundation
A core challenge was enabling secure agent authentication without creating friction. The team built a private database layer to store user tokens and credentials, allowing the Accounts SDK to authenticate agents seamlessly — avoiding repeated permission prompts that would disrupt the support workflow.
Step 3 — Integration development and API implementation
Using the Agent App SDK, the team embedded a Mollie data widget directly into the LiveChat agent interface. They implemented the Agent Chat API to enable event sending and automated thread tagging, and integrated WebSockets for real-time payment status updates during active conversations.
Step 4 — Testing, review, and Marketplace submission
Leveraging their onboarding team for UX and design feedback, The Chat Shop refined the app before submission. They engaged directly with Text’s support team via chat to resolve technical blockers quickly, ensuring the app met Text’s Marketplace approval standards.
Results
Metric | Result |
Time to functional beta | Under one month from project start |
New revenue vertical unlocked | Payments integration opened a new service line for The Chat Shop |
Marketplace reach | App accessible to LiveChat's entire merchant customer base |
Agent tab-switching | Eliminated — payment data surfaced in-chat via embedded widget |
Backend overhead | Reduced — API queries handled directly from frontend via LiveChat token |
Authentication friction | Removed — private database storage prevents repeated permission prompts |
Real-time payment context | Agents see live transaction data during active conversations |
Chat tagging accuracy | Automated tagging via tag_thread API replaces manual process |
Payment event communication | Structured updates sent to customers directly within the chat thread |
Revenue and growth
The Chat Shop's involvement in the Mollie project was itself a direct product of their Partner Program visibility — Text referred the project to them based on their proven track record in integration development.
Beyond the immediate build, the engagement opened a new revenue vertical for The Chat Shop, establishing payments as a new area of technical capability they can offer clients. The finished app is listed on the Text Marketplace, giving it reach across Text’s entire global merchant customer base with no additional distribution effort required.
Operational efficiency and speed
The most immediate operational win was the elimination of platform switching. Before the integration, agents had to leave LiveChat entirely to check payment data in Mollie's systems — a friction point that added time to every support interaction. With the embedded Agent App SDK widget, that context is now available in-chat.
Backend complexity was also reduced: by leveraging LiveChat's token system to query the API directly from the frontend, The Chat Shop minimised the overhead typically associated with server-side integration work. Authentication was handled through private database storage, removing the repeated permission prompts that would otherwise slow down agent onboarding.
Customer experience and quality
With payment data surfaced in real time during conversations, agents can answer customer queries accurately and immediately, without placing customers on hold or risking errors from manual data lookup.
Chat tagging, previously a manual and inconsistent process, is now handled automatically via the tag_thread API, improving both reporting accuracy and the ability to route escalations to the right teams.
Customers receive structured payment event updates directly within the chat thread, creating a more coherent and professional support experience from first contact through to resolution.
Conclusion
The Chat Shop's work on the Mollie integration demonstrates what is possible when deep conversational expertise meets a well-documented, developer-friendly platform. By treating LiveChat as the operational core of the agent experience — not just a messaging tool — they delivered an integration that genuinely changes how support teams work in the payments space.
Join the Text Partner Program
If you are building in the payments, fintech, or commerce space, the Text Technology Program gives you everything you need to create production-grade integrations and bring them to market.
Access industry-leading APIs, SDKs, a supportive developer community, and a direct route to Text’s global merchant customer base via the partner directory.