Overview
Text by LiveChat is live chat and conversational AI software designed to help businesses engage website visitors, capture leads, and provide customer support. It combines real-time visitor monitoring with a multi-channel inbox that unifies website chat, email, SMS, WhatsApp, and Facebook Messenger conversations.
The platform includes an AI agent that answers recurring customer questions 24/7 by learning from uploaded documentation, help articles, and website content. Teams can manage human agent availability, review AI performance metrics, and create automated routing workflows for complex inquiries.
Key features
- Real-time visitor monitoring: Track live browsing activity, viewed pages, time spent on site, and active cart items.
- 24/7 AI agent: Automatically answer customer questions, recommend products, and resolve routine support requests.
- Unified inbox: Manage conversations across website chat, WhatsApp, Facebook Messenger, email, and SMS in one place.
- Custom skills and workflows: Build rules to handle lead qualification, ticket creation, order status checks, and CRM updates.
- Omnichannel reporting: Compare attributed sales, conversion rates, customer ratings, and response times across human and AI agents.
- MCP connectivity: Connect AI assistants using Model Context Protocol to query customer support data and generate custom reports.
Pros and cons
Pros
- Seamless handover between AI agents and human support staff with full conversation context.
- Native e-commerce integrations with Shopify and WooCommerce to view live carts and order history.
- Built-in compliance standards including SOC 2 Type 2, GDPR, CCPA, and WCAG 2.2 AA accessibility.
Cons
- Custom AI capabilities and advanced reporting require higher-tier plans.
- Additional usage packages are required when exceeding monthly AI resolution limits.
Integrates with AI
Connect Text by LiveChat to AI assistants and agents.
Compare: Marketing tools with an MCP server
Best for
- Ecommerce brands
- Customer support teams
- Sales teams
