Live chat customer support
from first question to resolution

A customer service platform helps teams manage customer interactions across multiple channels. Also called customer support software, it combines live chat, ticket management, automation, and reporting to help resolve customer inquiries. In Text, AI Agent answers from the help content you connect. Your team handles live chats, email, and follow-up tickets in one workspace, with the conversation history available when a request needs a person.

AI Agent answers from the knowledge sources you add in Text: your public help center and other website pages, uploaded files, and articles you write in the app. You can rescan a website on a schedule so answers stay current. Preview AI Agent before turning it on for customers.

AI Agent transfers the conversation when it can’t answer or when the customer asks for a person. It can send the chat to the first available teammate or to a specific team, and the teammate sees the full conversation. If nobody is available, AI Agent can create a ticket so the request still gets a follow-up. Define ownership and escalation paths before going live. Chat routing rules are available on Growth and Enterprise; check the plan comparison for your team’s needs.

Customer service software can keep requests moving after your team signs off. Text’s AI Agent answers routine questions from your knowledge base and hands conversations to your team when needed. Customers can also leave messages for a later reply. Configure availability and explain when human support will return. Working hours are available on Growth and Enterprise plans.

AI Agent talks to customers directly. Copilot assists human agents: it drafts replies and finds answers from connected knowledge sources during a conversation, and the agent decides what to send. Check the plan comparison for available AI capabilities and limits.

You can try Text for 14 days without a credit card, then choose a paid plan. Its key features—AI Agent, live chat, inbox and ticketing, and Copilot—are included, with AI allowances and advanced capabilities depending on the plan. These are built-in features of Text customer service software; they do not require subscriptions to the separate standalone products.

Choose integrations for your customer service software around the job your team needs to complete. HubSpot can match visitors to CRM contacts and add transcripts or notes. Salesforce can pass contacts, leads, and cases. Shopify can add store and product context. Connected apps do not automatically approve returns or change orders; those actions require a supported workflow in the responsible system. Verify actions, permissions, synchronization, vendor, and recurring costs, then test with sample customer interactions.

Protect customer data by reviewing access controls, encryption, and connected apps. Text includes secure TLS connections and two-factor authentication in every plan. Custom SSO and audit logs are available on Enterprise. Review the plan comparison and Text Trust Center for details, and include connected apps in your security review.

Text brings customer service software into one workspace for teams that handle website chats, email requests, and follow-ups. Small businesses can share incoming work in one inbox. Larger customer service teams can organize support operations with separate teams and routing rules, depending on the plan. Start with the channels you use, the questions AI can answer from your help content, and the requests that need a person.

Live chat handles a conversation in real time. Help desk software keeps the follow-up moving: a ticket gives each customer issue a unique ID so your team can track it through to resolution. In Text, assign an owner, set a priority, and use statuses such as Open, Pending, or On hold to show the next step. Internal notes let colleagues share context without sending it to the customer. Requests from multiple channels stay in the same inbox, so customer interactions remain available as the work continues.

The best customer service software fits your channels, request volume, and workflow. Prioritize essential features your service team will use to manage customer interactions every day. Test whether your live chat software passes a conversation to the right person with its history, and whether your help desk tracks the follow-up. Compare knowledge management, integrations, automation, pricing, and reporting. During a trial, follow common requests from first question to resolution and ask your agents where the customer experience feels fragmented. After rollout, review customer satisfaction to see whether your changes help.

Yes. Ticket rules can assign support tickets, change priorities, add tags, or send messages when your conditions are met. For example, route a request to a team based on its content. Test the rule and decide who handles exceptions before using it in your customer service software.

A help center gives customers a self-service way to find answers in published articles. Customer service software also handles conversations and follow-ups that need a person. In Text, connect your existing help center pages as knowledge sources for AI Agent. Customers can ask a question in chat, and your team can continue when the answer needs human judgment.

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.