what’s new at Text

• September 1, 2026

  Mark a customer VIP, and their chats come first

  Mark a customer as VIP and their chats pin to the top of Chats, so whoever's on shift answers your most valuable customers first.

  Inbox Customers

  
• August 31, 2026

  Track more without losing your best leads

  Customer fields now come in two categories, so a profile tells you both how strong the lead is and what the customer has already said.

  Customers AI Agent

  
• August 27, 2026

  Sell from your catalog, whatever platform you’re on

  The AI Agent now recommends products from a catalog you upload, whatever your store runs on.

  Ecommerce AI Agent API Integrations

  
• August 20, 2026

  Set up customer fields that actually stay consistent

  Customer fields now come in three new formats, so what your team records becomes data you can segment with ease.

  Customers

  
• August 19, 2026

  Never miss a customer's contact details again

  You can now add phone numbers and emails shared in the chat to the customer profile with one click.

  Customers Inbox

  
• August 19, 2026

  See what your chat forms are actually collecting

  New report shows pre- and post-chat form results, with sortable answers and insights per question type.

  Reports Chat Widget Customers

  
• August 17, 2026

  Check who you're chatting with, without leaving the list

  Now, a customer card opens on hover anywhere in the Inbox lists, so checking who's waiting doesn’t mean opening a chat you weren't ready to answer.

  Inbox Customers

  
• August 13, 2026

  Find customers by what you actually know about them

  Customer fields are now visible and filterable in Real-time and Contacts, making it easier to find every customer in one budget band with a filter instead of scrolling.

  Customers

  
• August 13, 2026

  Track your sales in Text

  Monitor how chats contribute to revenue. New setup options have been introduced, making it easy to track the revenue generated by your chats with just one click.

  Ecommerce Reports Onboarding

  
• August 5, 2026

  Decide what happens when no one's there to answer

  Make sure your customers stay connected, even when your team is offline. You can keep the chat open or show a form instead, ensuring that messages sent at 11 PM still reach you.

  Chat Widget Inbox Tickets

  
• August 5, 2026

  Fix a Customer field without starting over

  Add, edit, or remove customer fields on a dedicated settings page. Capture important information for your business so that your team can ensure accuracy and maintain consistency in every customer interaction.

  Customers

  
• August 5, 2026

  Spot your highest-value conversations without opening them

  Inbox now shows each customer's cart value in the list, so the largest basket doesn't get left behind by a shipping question.

  Inbox Ecommerce

  
• August 4, 2026

  Watch your AI Agent sell, before you turn it on

  Product cards now appear in the Preview widget, so you can give your AI Agent a test ride and give your customer the best experience.

  AI Agent Ecommerce Onboarding

  
• August 3, 2026

  Ask ChatGPT what's happening in your customer conversations

  Text is now live as a plugin on the ChatGPT marketplace, so a question that used to mean reading every chat now takes one sentence to ask.

  Integrations Inbox Tickets

  
• August 3, 2026

  See which channel actually turns chats into leads

  See which channel — AI agent, human agent, or chat form — converts best. New Leads Conversion Report breaks it down for you.

  Reports Customers AI Agent

  
• August 2, 2026

  Stop asking the same qualifying questions twice]

  Qualification details now save to the customer profile, so you can pick up the next conversation knowing what you already learned in the last one.

  Customers AI Agent

  
• July 30, 2026

  Your WooCommerce cart, live in the chat

  See a visitor's WooCommerce cart live in the chat, and follow up before the sale goes cold.

  Integrations Ecommerce Inbox

  
• July 27, 2026

  One campaign design doesn't have to fit every screen

  Now you can target campaigns by device, so each campaign shows up on the screen it was designed for.

  Campaigns Chat Widget

  
• July 22, 2026

  Suggested questions, tailored to every page

  The minimized widget now shows AI-generated questions for the page a visitor is on, so they can start a conversation before opening the chat.

  Chat Widget AI Agent

  
• July 21, 2026

  Look in on any chat without landing in it

  A live list of every chat your teams have open right now, AI Agent included. Read any of it without taking over, and step in only when it's worth it.

  Inbox Team Management AI Agent

  
• July 16, 2026

  Your real workload, in one number

  The Total cases report counts chats and tickets together, with toggles for each on its own, plus targets, trend direction, and automatic anomaly flags.

  Reports Inbox Tickets

  
• July 16, 2026

  Your widget runs, where you say it runs

  Name the sites allowed to run your chat widget. A full domain with its subdomains, or exact entries. Everywhere else, it won't load.

  Security Chat Widget

  
• July 8, 2026

  Get opportunities on your Conversion Radar

  Conversion Radar flags the moment a visitor shows a buying or lead signal, in real time, and pairs it with the campaign to match.

  Campaigns Customers

  
• July 6, 2026

  A form is a question you ask before saying hello

  Both forms now share one editor. For new accounts, pre-chat starts off so your AI Agent can ask for what it needs during the conversation.

  Chat Widget Customers

  
• July 5, 2026

  See what your AI Agent doesn't know yet

  The Performance tab shows exactly which questions come up most, so you know precisely what to teach your AI Agent next.

  AI Agent Knowledge Reports

  
• July 2, 2026

  See every sale chat closed, in one report

  The sales conversion report compares sales from AI Agent chats, human agent chats, and visits with no chat.

  Reports Ecommerce AI Agent

  
• July 1, 2026

  Now there's room to shop

  Your AI Agent's product recommendations now expand to a readable size, with photo, price, add to cart, and a tappable photo gallery.

  Chat Widget Ecommerce AI Agent

  
• June 26, 2026

  The AI agent can now read customer screenshots and photos

  The AI agent now understands the images a customer sends, not only the text they type. A screenshot, a product photo, a picture of a damaged item: the agent reads what is in the image and uses it in the conversation. It is live now.

  AI Agent

  
• June 19, 2026

  Campaigns are no longer admin-only

  The campaigns page used to be admin-only. Now agents can open it, see every campaign, and create and run campaigns inside their own groups. Where an account has opportunities, agents can launch the campaigns tied to them too.

  Campaigns Team Management

  
• June 19, 2026

  Chat routing now works for Messenger and Twilio SMS

  Routing rules now cover Messenger and Twilio SMS, not just web chat. A conversation from those channels lands with the team that owns it, routed by Facebook Page or by the number the customer texted.

  Inbox Integrations Automation

  
• June 18, 2026

  Merge duplicate tickets into one thread

  When the same customer opens several tickets about the same issue, agents can now merge them into one master thread. Sub-tickets close, future email replies route to the master, and the full history stays linked in one place.

  Tickets

  
• June 17, 2026

  WhatsApp is now a channel in Text

  WhatsApp now connects to Text as a native channel. Conversations from WhatsApp land in the same inbox as web chat, and it is already switched on for every paid, trial, and new license.

  Integrations Inbox

  
• June 10, 2026

  Text gets Webflow integration

  Text is live on the Webflow App Marketplace. Add live chat, AI Agent, and a shared inbox to your Webflow site without touching a line of code.

  Integrations Chat Widget Onboarding

  
• June 9, 2026

  Sales tracking now works on any ecommerce stack, not just Shopify

  A new platform-agnostic sales tracking method drops the Shopify dependency. One API call on the 'Thank you' page turns on AI Agent sales reporting, in-chat order notifications, sidebar order context, and the Wins counter for any store on the web.

  Ecommerce API Integrations Reports

  
• June 8, 2026

  Single-metric reports now flag anomalies and show trend direction

  Single-metric reports now mark best and worst results, flag unusual spikes and drops automatically, and show whether the trend is going up, down, or holding steady. Less staring at charts, more deciding.

  Reports

  
• June 3, 2026

  Custom Skills now talk to your stack: webhooks for the AI agent

  Custom Skills can now call any external service through a webhook. The AI agent can pull data from a CRM, check stock against your warehouse API, or push a lead back into a CDP, all triggered by what a customer says in chat.

  Automation AI Agent API Integrations

  
• June 2, 2026

  The chat widget now suggests questions based on the visitor's current page

  Open the chat on a product page, a pricing page, or a help article, and the welcome message shows 1 to 3 question suggestions written for that exact page. One tap, the conversation starts, the visitor never has to type from a blank cursor.

  Chat Widget AI Agent

  
• May 29, 2026

  Editable customer info: capture leads without leaving the chat

  Agents can now correct customer details mid-chat without leaving the conversation. In Tickets, the requester email moved to its own field above the message input.

  Customers Inbox Tickets

  
• May 29, 2026

  Opportunity Cohorts: from spotted signals to the right visitors

  Opportunity Detection now lets you drill from a live signal directly into the visitors who match it. Four new lead generation templates also shipped for the moments just before a visitor decides to stay or go.

  Campaigns Customers

  
• May 28, 2026

  Pick the size, pick the color, add to cart — all inside the chat

  Variant selection now happens inside the chat widget. Around half the products in a Shopify store have variants, and the AI agent can now close the sale on all of them without sending the visitor anywhere.

  Ecommerce Chat Widget AI Agent

  
• May 25, 2026

  Playbook is live: skills your team and AI agent both run

  The Automations section in Text is now Playbook. It's the first step toward collapsing workflows and custom skills into one concept, Skills, where one person builds something once and the whole team, humans and AI agents alike, can run it.

  Automation AI Agent Team Management

  
• May 19, 2026

  Chat card in tickets: one click back to the conversation that started it

  Tickets created from chats now show a chat card at the top of the feed with the original conversation summary and a one-click link back

  Tickets Inbox

  
• May 13, 2026

  Wins counter is live: revenue, leads, and customers served, always in view

  A persistent counter at the top of the app showing three numbers that move during the day: sales closed, leads qualified, customers served.

  Reports Ecommerce Customers

  
• May 12, 2026

  Every channel, one place: the new All Channels section

  A new Settings page that shows every channel you can connect - website widget, email, messaging apps - and their current status.

  Integrations Inbox

  
• May 12, 2026

  Spotlight now searches everything at once

  Search across chats, tickets, and contacts in one go. No scope picker, no retyping. Tabs filter the results after the fact.

  Inbox Customers Tickets

  
• May 12, 2026

  Text is live on the Shopify App Store

  You can now find and install Text directly from the Shopify App Store. This matters more than it sounds. Shopify merchants no longer need to leave their admin panel, find our site, sign up separately, and figure out the integration. They search, click install, and they're in.

  Integrations Ecommerce Onboarding

  
• May 11, 2026

  Add to cart, right from the chat

  When the AI agent recommends a product, visitors can now add it to their cart without leaving the conversation. One tap, item in cart.

  Ecommerce Chat Widget AI Agent

  
• May 8, 2026

  Targets land in single-metric reports

  Managers can set a target on any single-metric report, manually or by accepting a suggested value based on recent results. Now every report has a line on it that says what good looks like.

  Reports

  
• May 7, 2026

  April 2026 Product Updates

  AI agent can now recommend products, the app can flag revenue opportunities in real time, and routing rules control which conversations reach which teams.

  
• May 5, 2026

  Custom fields land in tickets

  Add the fields your support process actually needs. Priority tier, order ID, region - whatever the workflow calls for.

  
• May 5, 2026

  Custom SSO is live for enterprise customers

  Connect your own identity provider and have your team log in through it. The setup guide is live in the help center.

  
• April 6, 2026

  March 2026 Product Updates

  March brought the biggest AI agent upgrade in Text App's history.

  
• March 2, 2026

  February 2026 Product Updates

  AI reply suggestions arrive in Tickets, Workflows can now talk to any external system, live cart data gives agents commercial context in real time, and Teams management is now native to Text.

  
• February 1, 2026

  January 2026 Product Updates

  This month: your AI agent learns to greet every visitor personally, e-commerce data shows up where agents actually need it, and the chat widget gets the space it's been missing.

  
• January 1, 2026

  December 2025 Product Updates

  This month: the widget gets bigger and smarter, your AI agent starts tracking sales, and language barriers get a lot smaller. December closes out the quarter with changes your customers will notice the moment they visit your site.

  
• December 1, 2025

  November 2025 Product Updates

  Shopify comes to Text App, you get a single view of every customer you've ever talked to, Workflows get smarter, and your AI agent learns faster with a new kind of knowledge source.

  
• November 1, 2025

  October 2025 Product Updates

  This month: your AI agent gets a memory, the mobile app goes dark (in a good way), and getting started with Text just got twice as easy.

  
• September 30, 2025

  September 2025 Product Updates

  Discover Text’s September 2025 updates: a smarter Copilot, redesigned workflows, and new AI tools that make customer service faster.