Resolve routine requests
AI Agent answers from the knowledge you approve. It handles product questions, policies, order issues, and other repeat requests without making customers wait.
Customer service automation software that drives revenue
Text answers routine questions, runs the next step, and hands over with the full story when a customer needs a person. Your team gets more capacity and a clear view of which conversations move the business.
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30,000+ teams use automation tools from the team behind LiveChat to turn customer service into revenue.
Automate routine requests without losing the customer
Most tools stop at closing tickets. Text resolves routine requests and brings in your team when a chat could become a sale, a lead, or a customer who stays.
Run the next step
Collect details, create or update a ticket, route a conversation, call another system, or trigger a follow-up while the customer is still engaged.
Hand over with context
When a request needs judgment, AI Agent transfers the history with it. Your teammate sees what the customer said, what AI tried, and what should happen next.
What can you automate with Text?
Start from a template or describe the workflow in plain words. Begin with the questions, routing, and follow-ups your team repeats every day, then expand after you see the result.
Answer questions from trusted content
Connect your website, help center, files, or in-app articles. AI Agent answers customer inquiries in your voice, with the tone and languages you choose.
Route every request as it arrives
Use the topic, keywords, customer details, page context, or channel to tag and route work. Urgent tickets can move first and product questions can reach the right team.
Cover customers after hours
AI Agent stays available when your team is offline. It answers from your knowledge, gathers contact details, and creates a ticket when follow-up is needed.
Automation that keeps work moving
Beyond answers: act on what the customer asked for, help your team reply, and keep every follow-up on schedule.
Turn customer intent into action
Skills can collect an order number, create a ticket, update customer data, transfer a chat, check another system through a webhook, or push a lead into your existing tools.
Help teammates reply faster
Reply suggestions surface answers from approved business content. A teammate can review, edit, and send the suggestion without searching across documentation.
Keep the next step right on time
Automations can send acknowledgements, request customer feedback, escalate work, create a follow-up ticket after a poor rating, or notify another team through Slack.
“When I started at Fuse, a tenant with a serious issue could wait weeks for a response. After onboarding Text, even as ticket volume grew, we got that down to a day.”
Head of Operations, Fuse
How Text customer service automation works
AI-powered automation reads each conversation, answers or acts, and brings in a person when judgment matters. Reports show what it adds to the customer experience.
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Detect the context
Text reads the conversation and the customer data available to it, such as the page they are viewing, recent messages, open tickets, or connected order data.
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Answer or act
AI Agent answers from your knowledge. When the customer needs an action, a Skill can collect details or run the workflow you defined.
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Bring in a person
You decide when AI transfers a chat. Your teammate gets the whole conversation, and can watch any AI chat and take over at any point.
One Inbox for AI and people
AI handles the repetition, your team handles the judgment, and the customer never feels the switch. Watch AI chats live and step in at any moment.
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Every channel in one Inbox
Chat, email, Messenger, WhatsApp, SMS, and tickets land in one place, with your apps connected alongside.
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Take over with the full history
When a teammate steps in, the chat continues in the same thread with what AI already tried, so customers never repeat themselves.
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Rules that run in the background
Ticket rules and Playbooks handle the process automation around each request, from confirmations to follow-ups and tags.
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See where automation helps
Reports show what AI resolved, what moved to a teammate, and the customer satisfaction, sales, and leads that followed.
Connect the tools you already use
Start from a template. Playbooks and Skills update your CRM, check your store,
and notify your team, with no code.
Salesforce
Find or update a contact, lead, or account when a chat starts or ends, and show the Salesforce profile to your team.
Connect SalesforceHubSpot
Find the HubSpot contact behind a chat and keep their details up to date without copying them by hand.
Connect HubSpotSlack
Send a message to the right channel when a VIP starts a chat, a ticket escalates, or a lead is ready.
Connect SlackShopify
Get products and orders from your store so AI Agent can answer order questions, and create customers from chats.
Connect ShopifyAPI
Build your own automations: read and send messages, transfer and tag chats, and pull reports into your systems.
Explore the APIMCP
Connect AI assistants such as Claude or ChatGPT to Text to search tickets and chat transcripts, with no code to write.
MCP setup guideAI that plays by your rules
Customer service teams do not need AI that improvises past the rules. They need AI they can shape, test, watch, and interrupt, with customer data kept behind roles and permissions.
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Shape what AI knows
Choose the knowledge sources AI Agent uses, and set its tone, length, languages, and instructions.
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Test before customers see it
Preview answers before activation, including edge cases, unclear requests, and requests for a person.
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Watch, take over, and audit
Watch AI conversations live, take over any chat, and check Skill runs and workflow logs.
Secure customer service automation
Text combines SOC 2 Type 2–audited security with GDPR and CCPA compliance.
The chat widget meets WCAG 2.2 AA accessibility standards.
- CCPA
- WCAG 2.2
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SOC2
- GDPR
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PCI DSS – SAQ A
- BBB Accredited Business
- Data Privacy Framework
Start with one job worth automating
You do not need to redesign customer service in one rollout. Pick a repeated job with a clear result,
put it live, and expand from proof.
Product questions
Give AI Agent your help center, product pages, and policy files. Measure AI resolution rate, transfers, AI CSAT, and ticket volume.
Triage and routing
Tag requests, assign a team, set priority, or create follow-up work. Measure time to assignment, first response, backlog, and resolution time.
After-hours coverage
Answer what AI knows, collect details, and leave a complete ticket for your team. Measure missed chats, after-hours resolutions, and follow-up completion.
Agent reply assistance
Surface suggestions grounded in company knowledge while teammates reply. Measure response time, handling time, suggestion usage, and quality.
Ecommerce service
Use page or order context to help a shopper choose or get past a checkout question. Measure engaged visitors, sales after chat, and order value.
Poor-rating follow-up
Create a ticket from a low-rated chat, attach its transcript, and alert the owner. Measure follow-up completion, repeat contact, and customer rating.
“About 70% of our chats are with our AI agents. Now we know the exact numbers, which helps us a lot to evaluate how well chat performs.”
Customer Service Manager, Nuvoo
Track outcomes, not activity
Response time shows whether support is healthy. With ecommerce tracking connected, Text also reports orders placed during or after a chat, including AI-handled ones.
Start small. See the result. Expand.
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Pick one use case
Choose a high-volume question or manual handoff. Define the outcome before you build.
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Connect and test
Add the knowledge and channel required, and a Skill only when the customer needs an action. Preview common questions, edge cases, and requests for a person.
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Watch the first results
Review AI conversations, transfers, customer ratings, Skill runs, and time returned to the team. Then expand to the next job.
What is customer service automation?
It uses rules, workflows, and AI to answer routine questions and complete repeatable tasks. Your team keeps control of the knowledge, actions, and handoffs.
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Reduce repetitive work
Each automated answer or task reduces the work an agent needs to do. Fuse handled 66% more tickets with the same team, leaving teammates more time for requests that need judgment.
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Answer sooner, hand over with context
An AI agent for customer service can answer routine questions at any hour. When a person is needed, the conversation history travels with the request, so customers do not have to repeat it.
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Follow up before a customer leaves
Automated follow-ups, feedback requests, and alerts on low-rated conversations help your team find problems. Proactive help on pricing or checkout pages can also keep a hesitant customer from leaving.
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Use what each conversation tells you
Questions, purchases, and feedback show where customers need help. A CRM integration can carry that context into later conversations, so your team knows what has already happened.
Choose automation your team can test and inspect
Start with one real customer request. Check what the software can answer, what it can finish in your other systems, and where a person needs to take over. These checks help you compare automation tools before expanding the rollout.
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Can it finish the task?
Check whether it can resolve a request, collect details, update a record, or trigger the next step. A suggested reply still leaves any manual work with your team.
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Does it use your business knowledge?
Ask which knowledge sources the AI uses, how they update, and how you can check where an answer came from. Test answers against your own policies and product information.
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Can a person take over?
Look for clear transfer rules, conversation history, customer context, and live monitoring. The teammate taking over should be able to see what happened without asking the customer again.
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Will it work with your systems?
Check your CRM, ecommerce platform, help desk, and messaging channels. Review the chat API for actions that ready-made integrations do not cover.
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Can you find and fix a failed step?
Check preview tools, run logs, workflow history, permissions, and failure states. Start with one use case and inspect the logs before adding another.
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Can you measure more than deflection?
Check satisfaction, qualified leads, retained customers, and sales connected to conversations alongside efficiency. Use the live chat software comparison to weigh your options.
Measure the work saved and the service customers receive
Compare costs, response times, and customer satisfaction before and after automation. Track AI resolutions and handoffs to your team. Where revenue tracking is available, include sales attributed to conversations.
Read customer feedback alongside the numbers. Use reports and analytics to compare AI and human conversations, then choose the next task to automate.
Customer service automation FAQ
What is customer service automation software?
Customer service automation software uses rules, workflows, and AI to handle repeatable service work with limited manual effort. It can answer common questions, route requests, update tickets, collect customer details, trigger actions, or help a person reply. Strong automation also knows when to hand the conversation to a teammate.
What customer service tasks can be automated?
Common examples include answering FAQs, suggesting replies, tagging and routing tickets, sending acknowledgements, creating follow-up work, collecting contact or order details, escalating urgent cases, requesting feedback, and providing after-hours coverage. Start with a frequent task that has a clear outcome and a safe handoff path.
What are the key features of customer service automation software?
Look for AI that answers from your own knowledge bases, workflow automation that can create tickets and update records, routing rules, clear handoff to human agents, one inbox for every channel, integration capabilities with your CRM and other tools, and reports that show resolutions, customer satisfaction, and revenue.
How does AI automation work in customer support?
AI reads the customer’s message and the context available to it. It uses approved knowledge to answer or decides that a Skill should run. If the request needs a person, it transfers the conversation according to the rules your team set.
Is customer service automation the same as a chatbot?
No. A rule-based chatbot follows a fixed script and usually stops when a question falls outside it. Customer service automation software combines AI agents that understand natural language, workflow automation that acts in other systems, routing rules, and a clear handoff to human agents. A chatbot can be one part of it, but automation covers the whole request, from the first message to the follow-up.
Does customer service automation replace agents?
It replaces repeatable steps, not the need for judgment. AI can handle routine requests while people take the cases that need empathy, negotiation, exception handling, or a business decision. Your team decides where that line sits.
How do you automate customer service without losing the human touch?
Automation tuned only for maximum efficiency can feel cold. Start with narrow use cases, ground answers in your own content, and set clear transfer rules. Let teammates monitor and take over active conversations. Review conversations customers rate poorly, then adjust the knowledge or automation.
Can Text work with an existing CRM or business system?
Yes. Text Skills can connect with supported apps, while webhooks can call an external API to read or update data in other systems. Playbooks connect with apps such as HubSpot, Mailchimp, and Slack, and qualified leads can reach your CRM with the chat summary attached. The exact setup depends on the system and the action you want to automate.
Which businesses benefit most from customer service automation?
Any team that answers the same questions every day can benefit. Ecommerce stores automate order status, returns, and product questions. Software companies automate onboarding and account questions. Service businesses automate bookings and after-hours requests. The bigger the share of repeat requests, the faster automation pays back, but even a small team gains time when automation focuses on one frequent task first.
How quickly can a team start using Text?
A team can begin with one AI Agent, a knowledge source, and a connected channel. The exact setup time depends on the content, integrations, and approval process. Text supports a use-case-led rollout, so the first automation does not require a full platform migration.
Does Text offer a free trial?
Yes. Text offers a 14-day free trial with no credit card required. You can connect a knowledge source, set up AI Agent, and test your first automation on real conversations before you choose a plan.
Are the features on this page included in my LiveChat plan?
No, your LiveChat plan stays the same. The features and capabilities on this page are part of Text and are available under Text pricing plans. They are not included in LiveChat plans, including legacy LiveChat subscriptions. Availability, limits, and pricing depend on your Text plan. If you’re on a LiveChat plan and want these features, you can move to Text.