Choose what the AI chatbot can learn from
Add approved websites, files, and articles to the knowledge base. Text's chatbot uses those sources to prepare relevant answers, so automated responses stay grounded in your business.
ChatBot and LiveChat integration, built into Text
Text is an AI customer service platform. AI Agent handles the first response, your team can join the chat, and longer cases stay connected as tickets.
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One conversation, from first answer to resolution
Customers stay in the same conversation when AI Agent hands over to your team or the chat continues as a ticket.
AI Agent handles the first response
AI Agent answers customers right away using the knowledge you approve.
Your team can take over
An agent can join the chat with the earlier messages and customer details already in view.
Continue the conversation as a ticket
If a request needs more time, your team can keep working without losing the chat history.
AI handles the first response. Your team takes over when needed.
AI Agent answers common questions and gathers context. When the customer needs a person, an agent joins with the full conversation already in view.
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Take over any AI conversation
Your team can watch active conversations and join when a customer needs a person. AI Agent can keep answering while agents are busy or offline.
One Text inbox for chats and tickets
Chats and tickets share one history, so nobody has to ask the customer to explain the issue again.
Work from one queue
AI Agent and your team see the same customer conversation.
Keep the full context
Messages and customer details stay with every handoff.
Continue as a ticket
If a chat needs more time, keep working on it in the same workspace.
Teach AI Agent about your business
Add your website, files, and articles as knowledge sources. You choose what AI Agent can use, how it should respond, and when it should bring in a person.
AI Agent, Copilot, and Workflows in Text
AI Agent talks to customers. Copilot helps agents.
AI Agent answers customers directly. Copilot helps your team understand the conversation and prepare a reply.
Answers after hours
AI Agent keeps answering from approved knowledge when your team is offline. Anything that needs a person waits in the same conversation.
Automate routine service work
Workflows handle repeatable steps. Skills let AI Agent take approved actions during a conversation.
One Text account
One Text trial gives you AI Agent, live chat, and ticketing. You do not need a separate LiveChat signup.
See how AI Agent and live chat affect sales and support
Text reports show sales attributed to chat, cases created, and how many conversations AI Agent handled.
What is a LiveChat chatbot?
A LiveChat chatbot is an AI chatbot inside the website chat widget. In Text, that chatbot is AI Agent: it can give instant answers and bring in a person when needed. AI Agent and live chat work in the same window, so website visitors can move from automated support to your team without starting over.
The AI chatbot uses generative AI and your approved knowledge sources to understand customer needs and prepare automated responses. Unlike rule-based chatbot tools that follow fixed decision trees, advanced AI can use intent and conversation context to select a relevant answer.
Automate the work around each conversation
Text Workflows can summarize a ticket, qualify a lead, update an integrated tool, or notify your team after a customer conversation.
AI Agent can gather context before a handoff, keep incoming conversations moving, and offer immediate assistance across the communication channels connected to Text. Your team can review chat transcripts, find gaps in chatbot responses, and improve the approved knowledge over time, helping your support team decide when human intervention is required.
When a customer request is complex or requires judgment, account access, or a personal reply, live agents take over. The handoff keeps customer data, visitor behavior, chat history, and conversation context in view, preserving the human touch without forcing support agents to restart the customer interaction. If the request needs follow-up, it continues as a support ticket in the same live chat system.
Customer context arrives with the chat
When AI Agent hands a conversation to a live chat agent, the customer profile, recent activity, and earlier messages are already open. Your team can pick up the conversation instead of asking the same questions again.
See how the chat widget works
AI Agent and your team share one inbox
Text's AI chatbot can answer common questions outside business hours. The support team can supervise active chats, take over, or continue the work as a ticket in the same live chat system.
Explore AI customer service in TextConnect the channels your customers already use
Connect Text to your website and the messaging channels your customers already use. AI Agent and your support team handle those conversations from the same workspace.
Chat Widget
Add AI Agent and live chat to your website.
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Facebook Messenger
Bring Messenger conversations into the Text inbox.
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Answer WhatsApp customers with AI Agent and your team.
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Shopify
Give AI Agent order context and connect chat to sales.
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WordPress
Put the Text chat widget on your WordPress site.
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Twilio SMS
Route SMS conversations to the right support team.
Explore the integrationAlready using separate ChatBot and LiveChat accounts?
Your current integration can stay as it is. Follow the setup guide to connect the accounts or change how conversations transfer.
Read the integration guideLive chat support vs. live chat with an AI chatbot
Live chat software lets your support team engage customers in real time. In Text, AI Agent is the generative AI chatbot built into the same chat widget. It handles routine questions from website visitors with automated responses, offers multilingual support, and brings in live agents for complex queries when a human touch matters.
Swipe sideways to compare both options.
| Support need | Live chat support | Live chat with Text AI Agent |
|---|---|---|
| Availability | Live agents provide customer support during business hours or whenever your team is online. Coverage depends on staffing. | AI Agent provides instant answers to common inquiries at any time. Human agents can take over in live chat during staffed hours. |
| Response time | A live chat agent reads and replies to every new customer query. Response times can grow when the queue is busy. | AI Agent can deliver immediate responses from approved knowledge, then bring in a person when needed. |
| Routine inquiries | Support agents answer each question themselves or use canned responses for repeatable customer requests. | AI Agent handles routine inquiries and repetitive tasks, freeing your support team to focus on work that needs judgment. |
| Complex inquiries | A human agent investigates every complex request from the beginning and asks the customer for any missing details. | The chatbot gathers context first, then hands the request to human agents with the earlier messages attached. |
| Routing rules | Routing rules and agent groups determine which queue or support agent receives each new conversation. | If your team uses skill-based routing, AI Agent can collect the request before the same routing setup sends the chat to the right team. |
| Multilingual support | Language coverage depends on the languages spoken by the live chat agents who are currently available. | AI Agent can support customer interactions in multiple languages before transferring the live chat to a person. |
| How answers are created | Live agents rely on training, product knowledge, the knowledge base, and saved responses. | AI chatbots use generative AI, large language models, and natural language processing. Text AI Agent grounds its automated responses in your approved business knowledge. |
| Platform | Live chat software focuses on the chat widget and real-time conversations. Tickets, AI, and workflow automation may sit in separate tools. | Text combines native live chat, tickets, AI Agent, and Workflows in one AI customer service platform. |
| Busy periods | Support operations depend on agent capacity, which limits how many live chat conversations the customer service team can handle at once. | AI Agent can manage multiple conversations at once while live chat agents focus on complex cases. |
| Customer experience | Human interactions start with the first message, which suits sensitive or unusual customer inquiries. | AI Agent handles the first step, while human agents can join whenever empathy, judgment, or a personal touch matters. Human interactions stay in the same conversation, keeping the customer experience connected. |
| Cost and capacity | Supporting more customers usually requires more live chat coverage or greater agent capacity. | AI Agent can automate routine tasks, making high-volume customer service more cost-effective without removing access to human support. |
| Customer context | A team member reviews the customer profile and chat history before replying. | AI Agent gathers details first. The customer data, chat transcript, and earlier messages stay visible during the handoff. |
| Channels | Your team replies through the website chat widget and connected messaging channels. | The chatbot and your support team work across multiple channels connected to Text, with one shared conversation history. |
| Follow-up | Your team may need to continue the customer conversation after the live chat session ends. | The same conversation can continue in Text's native ticketing system without losing its chat history or customer details. |
| Automation and integrations | Agents may switch to third-party apps to update customer data or complete work after the live chat conversation. | Workflows integrate with other tools to automate repeatable work. AI Agent Skills can take approved actions during the customer conversation. |
| Reporting | Live chat reports help track chat volume, average response time, and customer satisfaction. | Text shows live chat activity alongside AI Agent conversations, cases, customer satisfaction, and sales influenced by chat. |
| Best fit | Support teams that want each live chat handled by a person during clearly defined hours. | Teams that need instant responses, continuous coverage, and a smooth handoff from chatbot to live chat agent. |
Why an AI customer service platform improves human support
An AI customer service platform improves the experience around every conversation, not only the ones answered by an AI chatbot. Text brings live chat software, a native ticketing system, customer data, reporting, and workflow automation into one customer support platform. Customers get faster response times, while support agents keep the context they need for complex inquiries.
Even if you choose not to let AI Agent reply to customers, Copilot can summarize conversations and help agents prepare answers. Workflows can route tickets, update integrated tools, and automate follow-up tasks across live chat and multiple channels. Human support stays in control, with less manual work between conversations.
Frequently Asked Questions
Live chat connects customers with live agents in real time. Chatbot tools can use rules or advanced AI to answer automatically and handle multiple conversations at once. In Text, AI Agent and live chat share one conversation, so customers can move between them without starting over.
New Text customers do not need a separate connection. AI Agent and live chat are built into the same chat widget and inbox, with conversation history and customer details available during a handoff. Teams with separate ChatBot and LiveChat accounts can use the integration guide.
When a chat needs more time, your team can continue it as a ticket in Text. The ticket keeps the conversation and customer details together.
Workflows handle repeatable service steps. AI Agent Skills let AI Agent take approved actions during a customer conversation.
New customers sign up for Text once. The same account includes AI Agent, live chat, and ticketing, so there is no separate LiveChat signup.
AI Agent can provide instant answers 24/7, including outside business hours. A live agent should take over when a customer has complex queries, needs account access, or would benefit from judgment, empathy, or a human touch. When a handoff condition is met, AI Agent transfers the conversation with its earlier messages and customer details attached.
Not by itself. Live chat is the real-time channel where human agents talk with customers. In Text, AI Agent provides the AI-powered responses, while live chat, tickets, Copilot, and Workflows stay connected in the same platform.
Yes. Follow the existing LiveChat integration guide to connect separate accounts and manage transfers. New customers sign up for Text once.
Bring AI Agent and live chat to your website
Free 14-day trial No credit card required AI Agent included