Put website chat, WhatsApp, Messenger, SMS, and email in one inbox. The AI agent resolves 74% of conversations on average, and your reports show what service earned, in dollars.
Chats, messages, and email tickets share a single queue and a single customer history.
The AI agent replies in seconds, around the clock, using your own content as its source.
Sales and leads that start in a conversation land in your reports as dollar amounts you can check.
Your customers pick the channel. Your team and the AI agent work the same queue, with the same history.
The widget goes live with a copy-paste snippet or the Shopify, WordPress, and Webflow apps, and suggests questions that match the page your visitor is on.
Both channels land in the inbox, the AI agent answers on both, and routing sends each conversation to the right team.
Texts sent through Twilio reach customers in Apple Messages and Samsung Messages, and replies come back to the same queue, routed by number.
Forward your support mailbox from Gmail or Outlook and every email becomes a ticket in the same inbox, with duplicates merged into one thread.
Describe an action in one plain sentence, like checking a Shopify order or posting a win to Slack, and the AI agent or your team can run it mid-conversation.
Custom skills call Salesforce, HubSpot, Mailchimp, or your own APIs during a live conversation, so data moves without copy-paste.
The same AI agent answers on website chat, WhatsApp, Messenger, and SMS. It even reads the photos customers send and acts on what it sees.
Point the AI agent at your website, help center, and documents. Every answer it writes comes from sources you gave it, in your tone of voice.
It also answers with the customer's context, like their location on a delivery question, so replies come with specifics instead of a generic paragraph.
The AI agent resolves 74% of conversations on average, around the clock. When a conversation needs a person, it hands off to your team with the full history attached, on whichever channel it started.
Try the AI agent
In the email queue, AI works differently: it drafts reply suggestions from your help center, refines tone and grammar in one click, and summarizes long threads so the next agent starts with context instead of scrolling.
Solving problems is the floor. LiveChat powered by Text watches every channel for buying intent and turns it into results you can count.
LiveChat powered by Text shows the live cart and browsing signals next to the conversation. A shipping question from someone holding a full cart is a buying moment, and opportunity cohorts group visitors like them so you can reach the rest.
The AI agent recommends products, asks the qualifying question, and captures the lead when your team is asleep. Skills push each win into your CRM the moment it happens, from any channel.
Every sale that started in a conversation is attributed to it, on any ecommerce stack. Sales, leads, and customers served stay on the board, so the value of service is a number, not a debate.
Omnichannel is not real if email lives somewhere else. Forward your support mailbox and every message becomes a ticket next to your chats.
Reply suggestions come straight from your help center, one click refines the wording, and a summary catches the next agent up without rereading the thread.
Set a rule once and it runs forever: priority customers skip the line, solved tickets trigger a rating request, duplicates merge into one thread.
Status, priority, owner, and source stay pinned to every ticket, and the tickets report shows where resolution time actually goes.
Eight things worth checking before you commit to any vendor, including us.
| Capability | Why it matters | How live chat in Text covers it |
|---|---|---|
| One inbox for every channel | Separate tools mean separate histories and inconsistent answers. | Website chat, WhatsApp, Messenger, SMS, and email tickets share one queue. |
| Context that follows the customer | Asking people to repeat themselves is how you lose them. | Conversation history and customer details travel across channels automatically. |
| AI that resolves, not deflects | A bot that only links to articles adds a step instead of removing one. | The AI agent writes real answers from your content and resolves 74% of conversations on average. |
| Handoff with history | An escalation that starts from zero wastes the customer's patience. | Conversations reach your team with the full transcript and context attached. |
| Email ticketing built in | Bolted-on email means a second tool and a second queue. | Forwarded mailboxes become tickets with rules, statuses, and AI assists. |
| Automation you control | A black box answering your customers is a risk, not a feature. | Skills are written in plain sentences, and you decide where the AI answers. |
| Revenue attribution | Without outcomes, service budgets are always the first cut. | Sales and leads that start in conversations are counted in reports, in dollars. |
| Same-day setup | A months-long rollout kills the business case before it starts. | Snippet or app install, forwarded email, connected channels. Live today. |
There is no implementation project to run and nothing to code. Most teams go live the same day.
Sign up with your business email. The first 14 days are free, no credit card required.
Give it your website, help center, and documents. It builds its knowledge base from your pages.
Add the widget with a snippet or app, forward your support email, and plug in WhatsApp, Messenger, or SMS when you are ready.
Decide where the AI answers first and when it hands off. Adjust its instructions anytime, in plain language.
From companies running the AI agent and the inbox in production.
$1.5M
Revenue after 8 months
+25%
Average order value
80%
AI resolution rate
Omnichannel customer service software connects every channel a customer might use, from website chat to WhatsApp to email, into one system with one shared history. When someone starts a question in chat and follows up by email a day later, the software treats it as one conversation with one person, not two tickets for two strangers. Context travels with the customer, so nobody repeats themselves and nobody answers blind.
The software layer is what makes that possible at scale. It routes each conversation to the right team, lets AI resolve the routine share, and keeps score. That last part changes how service gets valued: when a question answered in chat becomes an order you can point to, service stops being the department that costs money and starts being the one that makes it.
74%
of conversations resolved by the AI agent on average, across our customers.
24/7
Every channel stays answered at night and on weekends, without a night shift.
Up to 266%
lift in visit-to-order rate reported by Shopify stores using the AI agent.
Multichannel means being reachable in many places. Omnichannel means those places are connected. A multichannel setup answers WhatsApp in one tool and email in another, each with its own history. An omnichannel setup runs them through one inbox, so the answer a customer gets does not depend on the app they picked.
| Multichannel | Omnichannel | |
|---|---|---|
| Channels | Many channels, each running separately | Many channels connected to one inbox |
| Context | Starts from zero on every channel | Follows the customer between channels |
| Customer effort | Repeats the story after every switch | Continues the same conversation anywhere |
| Agent view | A tab per channel, history scattered | One queue, one customer record |
| What gets measured | Volume per channel | Resolutions and revenue per conversation |
The difference shows up in the customer's effort. In a multichannel setup, switching channels costs the customer their history. In an omnichannel setup, switching costs nothing, because the software carries the context. That is the whole test: if a customer can move from chat to email without repeating themselves, you have omnichannel customer service. If they cannot, you have a collection of channels.
Some vendors say software, others say platform, and most mean roughly the same thing. Platform usually signals the fuller package: the inbox, the channels, the AI, the automation, and the reporting in one system rather than a widget you bolt onto other tools. LiveChat powered by Text is built as the fuller package, so customer service runs in one place instead of five.
Start from where your customers already are rather than from a channel checklist. Two connected channels beat six disconnected ones, because the value comes from the connection: one history and one queue. Add website chat first, since it meets people at the moment of decision, then bring in the channels your customers keep asking for.
Then decide what the AI handles before you scale volume. Teams that let the AI agent take the routine share from day one grow their channel count without growing headcount, and their people spend the saved hours on the conversations that pay for everything else.
A shopper asks about sizing in website chat, gets an instant answer from the AI agent, and buys. Two days later they text an SMS question about delivery, and the reply references their order because the history followed them. The customer never repeats the story, and nobody on your side investigates twice.
Or a B2B buyer starts on WhatsApp at 11 PM. The AI agent qualifies them, a skill creates the lead in Salesforce, and the sales team opens the morning with a warm conversation instead of a cold form fill. For more stories like these, see how teams run omnichannel customer service in practice.
Omnichannel customer service software connects every support channel to one system, so the conversation and its context travel with the customer. Someone can start on website chat, follow up on WhatsApp, and finish over email without repeating a word. Your team works one queue, sees one history, and gives one consistent answer.
Start with the channels your customers already use. With LiveChat powered by Text, that means website chat, WhatsApp, Facebook Messenger, SMS, and email, which arrives as tickets from mailboxes like Gmail and Outlook. Every one of them lands in the same inbox, so adding a channel never means adding a tool.
Yes, and small teams often gain the most. One inbox means one place to check instead of five tabs, and the AI agent covers the hours when nobody is online. Start with website chat, add channels as your customers ask for them, and keep the same setup as you grow.
Most teams go live the same day. The chat widget installs with a copy-paste snippet or an app, email works by forwarding your support address, and messaging channels connect from settings. There is no implementation project and nothing to code.
LiveChat is powered by Text, and the omnichannel inbox on this page runs on the Text platform. When you create an account, you set it up in the Text app, where live chat works alongside ticketing, the channels, and the AI agent. It is one account and one login, and the free trial covers everything described here.
No. It changes what your team spends time on. The AI agent takes the repetitive share of the queue and flags the moments that need a person, like a big cart sitting unpaid or an account at risk. Your team stops copying context between tools and starts closing.
Yes. Every plan starts with a free 14-day trial, no credit card required. Connect a channel or two, point the AI agent at your website, and see what it resolves before you pay anything.
Multichannel means you are reachable in many places, but each channel runs on its own, with its own history and often its own tool. Omnichannel means those channels share one inbox and one customer record, so context follows the customer instead of getting lost between tools. The customer feels the difference the moment they switch channels and nobody asks them to start over.
Messages from every connected channel open conversations in one queue. The AI agent picks up the routine ones and resolves 74% of conversations on average. The rest reach your team with the full history and customer details attached, no matter which channel the question came from.
Yes. LiveChat powered by Text connects to Shopify, WordPress, and Webflow for the widget, and skills with webhooks pass data to Salesforce, HubSpot, Mailchimp, Slack, or anything else with an API. A finished conversation can create a lead in your CRM and post a note to your team on its own.
The omnichannel inbox and AI agent are part of Text, the customer service platform you get access to when you sign up. Plans are priced per agent per month, and every plan includes the inbox, the channels, ticketing, and the AI agent. You can check current plans on the pricing page. Every plan starts with a free 14-day trial, no credit card required.
Most of it. The AI agent answers on website chat, WhatsApp, Messenger, and SMS, and it resolves 74% of conversations on average. The conversations it hands over are the ones worth your team's time: complex cases, upset customers, and buyers who need a nudge.
An omnichannel customer service platform is the software plus everything around it: the shared inbox, the channels, the AI, the automation, and the reporting. Vendors use platform and software almost interchangeably. What matters is whether context follows the customer and whether you can see the outcomes in your reports.
One inbox, one AI agent, and reports that show what service earned.
14-day free trial No credit card required Easy setup
