Messaging

Everything that happens in a Text conversation — a customer starting a chat, an agent replying, a bot taking over — runs through one of these APIs. The Web API is request-response: your system calls Text, Text responds — works for bots, automations, and backend scripts. RTM is push-based: Text streams events to your open WebSocket in real time, no polling needed. Choose RTM when you’re building a live agent interface where messages need to appear instantly. Bots can only use the Web API.

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Agent Chat API

What it does: Exposes the agent side of Text: sending and receiving messages, managing chats and routing, and accessing conversation history. Bots use this API too — at the protocol level they’re treated the same as human agents. When you’d use it:

• Building a bot that handles customer questions
• Pulling chat transcripts into your CRM when a conversation ends
• Sending automated messages triggered by events in another system
• Creating a custom agent interface

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Customer Chat API

What it does: Exposes the customer side of Text — starting chats, sending messages, and attaching data. Use it to connect Text to channels beyond the standard widget: mobile apps, custom interfaces, or external messaging platforms. Always paired with the Customer Accounts API, which handles customer authentication. When you’d use it:

• Building a custom chat interface for your mobile app
• Routing messages from external channels (SMS, social media) into Text
• Attaching customer data to a chat before it reaches an agent

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Ticketing API

What it does: Programmatic access to the ticketing layer — tickets, agents, teams, tags, automations, and reporting. For teams that handle support through email and tickets rather than live chat. When you’d use it:

• Creating tickets automatically from external events (a failed order, a form submission)
• Syncing ticket data into your CRM or BI tools
• Automating ticket routing, tagging, or status changes