Text goes well beyond LiveChat. It gives your team an AI Agent that can sell, turn visitors into leads, and support customers around the clock. It also puts tickets in the same inbox as chats, with reports on everything from team performance to chat topics and sales. Customers can reach you on your website, WhatsApp, Messenger, Instagram, and Twilio SMS, all in one place.
What is Text, and how is it different from LiveChat?
Text is an all-in-one platform that helps you turn visitors into customers and support them afterward. Its AI Agent handles sales conversations and customer questions around the clock. Chats and tickets share one Inbox, and reports show how your team, your AI Agent, and your sales are performing.
One inbox for chats and tickets, and other channels
Chats from your website and other channels (like Messenger, WhatsApp, or Instagram) arrive in one Inbox, right next to your tickets. Your team replies without switching tabs. While they type, they see each customer's full context - visited pages, past conversations, and orders. Archives sit in the same inbox, with saved views you can share and a filter for chats that ended in a sale. Need a ticket? Create it straight from the chat menu, and a summary comes with it. Copilot can also help you with Reply suggestions based on your knowledge sources.
An AI Agent that sells and supports
The AI Agent turns visitors into leads and customers around the clock, and supports them alongside.
Starts the conversation: It greets visitors by their language, conversation history, and suggests questions based on the page they're on.
Qualifies leads: It collects names, emails, and other details, saves what it learns to the customer profile, and groups leads that meet your qualification criteria.
Hands leads to your team: through Skills, it can create a lead in Salesforce, notify your team in Slack, or pass the chat to a person with the full history.
Sells products: If you run a store, it shows product cards with a photo and price, allowing visitors to choose from available options, add to cart, and close the sale without leaving the chat.
Supports: It answers based on the information from your website and other knowledge sources, helps with customer questions, and passes the information to tools like Salesforce, Shopify, and more.
You stay in control. Watch every AI and human chat live and take over whenever you like, and use Knowledge Gaps to see which questions the AI Agent couldn't answer, then add the answers so it handles them next time.
A widget that starts more conversations
The Text widget has a fresh look and works harder before a visitor even opens it:
Bigger by default: The widget is larger, and visitors can expand it for richer conversations.
Always ready to type: Visitors can start typing straight from the minimized widget.
Suggested questions: With an AI agent on, the minimized widget offers questions based on the page the visitor is viewing.
Select to chat: Visitors can turn any text they select on your site into a conversation.
Refreshed forms: Pre-chat, post-chat, and ticket forms share a new look.
Playbook: automation that runs for your business
Playbook puts routine work on autopilot, for your team and your AI Agent. Describe what process you want to automate in plain words, fine-tune it in a visual builder, and let it run. For example, when a customer's email is identified or a customer or ticket field changes, Playbook can update your Salesforce, HubSpot, Slack or Shopify for you, so nothing depends on a manual task.
Campaigns that bring visitors in
Campaigns reach the right visitors at the right moment, with more to work with:
Ready-made templates: New lead-generation templates and refreshed welcome campaigns for new and returning customers get you started fast.
Scheduling: Set campaigns to run when you want them to.
Conversion Radar: It spots visitors who show high intent, including those a Campaign you haven't set up yet could win, and suggests the matching Campaign. The AI agent writes the message for each visitor.
Device targeting: Choose the devices where each campaign appears.
Visual editor: Edit campaigns in accurate previews, so you see what visitors will see.
Results: The conversion report charts impressions against interactions, with a full breakdown.
Reports that show what's working
Text groups its reports around what you want to know, starting with an Overview that puts your key numbers on one page:
Overview dashboard: Tiles for chats, tickets, and your AI agent, with trend and target indicators, so you see where things stand at a glance.
AI agent performance: Track AI agent sales, chats, CSAT, transferred chats, and AI resolutions, with a trend chart of your AI resolution rate.
Saved views: Save your filters as a view with its own entry in the reports navigation, so your custom report is one click away.
Metrics breakdown: See all your key metrics in one place, with daily, weekly, and monthly views and CSV download.
Total cases: Follow chats and tickets together in one trend, plus a heatmap.
You can watch your AI agent the same way you watch your team:
Sales conversion: Compare conversion for AI chats, human chats, and visitors who never chatted.
AI agent sales: See the orders your AI agent drove.
Leads conversion: See your conversion rate by lead type, with a timeline and your top campaigns.
Campaign conversion: Compare campaign impressions with interactions.
Sales reports use order data from your connected store, which syncs once a day.
Go deeper with more detailed reports:
Visitor funnel: See how visitors move from first contact to lead to sale, with recommended actions for each stage.
Chat topics: AI groups your chats by topic, so you see what customers talk about most.
Team performance: Compare teammates on satisfaction, response times, and chat duration.
One profile for every customer
Every conversation, ticket, and visit lands on one customer profile, so your team sees the whole story:
Unified profile: Customer information stays consistent across chats, tickets, archives and website traffic.
Customer list: Search and filter contacts from every channel, with conversation previews and real-time visitors in the same section.
Custom fields and VIPs: Filter by your own customer fields, and mark VIPs so their chats get priority.
Qualified leads: A segment groups the leads that meet your qualification criteria automatically.
Email suggestions: Text spots email addresses submitted on your website forms, and your team confirms them on the customer profile.
And there's much more to discover in Text. This includes product recommendations from any catalog you upload, Instagram DMs and story replies handled by your AI Agent, and automations you build just by describing what should happen. Find the full list on the Product updates page.
Frequently asked questions
Yes. The AI Agent greets visitors, collects contact details, and qualifies leads. It also dynamically recommends products from your catalog, allowing shoppers to choose from available options, add products to the cart, and check out without ever leaving the chat. For other businesses, it passes qualified leads to your team or to tools like Salesforce and Slack.
Your website chat, WhatsApp, Messenger, Instagram, and Twilio SMS all arrive in one Inbox, right next to your tickets. Routing rules send each conversation to the right team, and Instagram DMs and story replies can be handled by your AI agent or your team.
Yes! Text isn't only for stores. The AI Agent captures and qualifies leads, passes them to your team or tools like Salesforce and Slack, and answers support questions, with no store needed. Product cards and order tracking are optional extras for businesses that sell online.
Text connects to Shopify, WooCommerce, WordPress, Webflow, Adobe Commerce, HubSpot, and Salesforce, and your AI agent can recommend products from any catalog you upload. Developers can go further with the Text API and Text MCP, which plug Text into your own stack and AI assistants.
What's next?
Now that you know the main LiveChat vs Text differences, put the new parts to work:
Configuring your Knowledge Hub — Teach the AI Agent your products and policies so it answers like your team.
Campaigns — Reach visitors at the right moment with messages tied to what they do.
Reports overview — See how your team and the AI Agent perform in one place.