LiveChat AI Playbook: Text's AI Agent, Skills and Resolutions

Yes, the AI comes with the plan. LiveChat, now sold to new customers as Text plans, puts an AI Agent on every plan, and the meter that matters is the AI resolution: 10 per account a month on Essential and 200 per account a month on Growth, with extra packs of 50 at $49.50 each, or $0.99 per resolution.^[1] Essential is enough to test the AI on a small site. Growth is the plan for a team that wants the AI Agent to carry real volume. Existing LiveChat customers do not get these Text features on their current plan; our pricing guide covers that split.

What Text Intelligence covers on each plan

Text Intelligence is Text's umbrella name for its AI, and it is really five tools. The AI Agent talks to customers on website chat, WhatsApp, Messenger, Instagram and SMS. Copilot sits beside your team. Reply suggestions draft answers in chats and tickets, Refine rewrites what an agent typed, and summaries condense finished conversations. Each tool has its own meter and plan gate. Mixing them up is the usual planning mistake.

Copilot is open to every user on every plan with no separate license, and it never sends anything without an agent's approval. It uses the open conversation as context, answers questions about a customer from their history and pulls account metrics. Reply suggestions and Refine count per user per month, so five on Essential will not last a busy agent long. Summaries arrive on Growth, written when a chat closes as an internal Copilot note, in a language you choose.

Building the AI Agent: knowledge, voice and languages

The AI Agent answers from the Knowledge hub. It is only as good as what you put there. Websites can be scanned up to 5,000 subpages per site and rescanned every 5 to 365 days, but only public pages count. Files can be PDF (up to 200 pages), DOCX, PPTX, TXT, CSV, TSV or Markdown, at most 50 MB each, and Articles written inside Text fill gaps such as an internal returns policy. Sources are assigned separately to the AI Agent and to Copilot, which keeps internal notes out of customer chats.

The instructions field takes up to 10,000 characters, but it only sets tone and identity. It cannot hold conditional logic. A rule such as refunds over a set amount go to a manager belongs in a skill. The AI Agent works in 48 languages on every plan, has read customer screenshots and photos since June 2026, and can show product cards with photo, price and add to cart once a catalog is connected. One gap matters. The Knowledge hub feeds the AI only and publishes no help center for customers.

Accuracy stays your job. Text warns that its AI Agent can make mistakes and gives no accuracy guarantee for AI output, so review answers in Archives and fix the source behind each bad one. Text says it does not use your data to train general-purpose or third-party models, OpenAI included, though it may use customer data to improve its own services and AI models.^[2] OpenAI is a named AI partner bound by a data processing agreement. Tell your customers when they are talking to AI.

Skills: turning answers into actions

Answers alone rarely close a case. Skills, built in the Playbook section, let the AI Agent collect a name, email or phone number, create or update a ticket, tag or transfer a chat, send a discount code, or call an outside service through a webhook. Each AI Agent can hold up to 10 custom skills on Essential and Growth.^[3] An AI Agent skill fires when the customer's intent matches and can also use the page, time zone or location.

Skills fail quietly. Groups and tags a skill uses must already exist and be accessible to the AI Agent, or the action fails. The Runs log lists every run as Completed, Failed or In Progress and shows the step that broke. Supervisors can also see in the Inbox which skill steps the AI Agent executed. Describe a skill in plain language first, then refine it block by block, and test it in the preview widget, where ticket creation and transfers stay inactive.

Handoff, priority and several AI Agents

Each team picks a priority. With AI first, the default, the AI Agent takes incoming chats; with AI as backup, it steps in only when your people are busy or offline. A customer can ask for a human at any time, and the person gets the full conversation. If no teammate picks up within 30 seconds, the AI Agent can open a ticket instead, once that option is on. Any plan lets a person take over from the AI Agent; supervising teammates starts on Growth.

Growth also unlocks up to 10 AI Agents and 10 teams, against one of each on Essential. Each AI Agent gets its own team, knowledge, skills, identity and languages, so a store can run a sales agent and a support agent side by side. Only one AI Agent handles a conversation, and each takes up to 500 concurrent chats. Capacity is rarely the limit. The shared resolution allowance is.

What counts as a resolution, and what volume costs

Learn the counting rules before launch.^[4] A resolution is a conversation where the AI Agent directly solves at least one customer question, and several questions in one chat still count once. Test chats, spam, greetings and transfers without an answer do not count. Neither does a fallback ticket opened because no human was free. Two things do count: a ticket the customer explicitly asks for, and a custom skill that runs to completion and fulfills the request.

The allowance resets monthly. Unused resolutions, included or bought, do not carry over. Text emails you at 90% of the included amount, and usage shows in the Subscription section. Packs can be bought in any quantity from billing settings, but once added they recur every cycle, and reducing them counts as a downgrade that waits for renewal. Buy for steady volume, not one busy week.

By our arithmetic, one Essential user needing about 100 resolutions a month adds two packs: $19 plus $99, or $118 a month at the annual rate. Near 200 resolutions, Essential plus four packs costs $198 a month extra, while Growth adds $60 per user per month billed annually. Growth is cheaper for one to three users; from four users, Essential plus packs costs less but lacks routing, supervision, summaries and unlimited history. Billed monthly, the step-up is $74 per user per month, so the crossover arrives one user sooner.

AI Agent, chatbot or a rival's AI meter

Many buyers searching for a LiveChat chatbot land on ChatBot.com. That is a separate Text, Inc. product, a standalone chatbot builder with its own pricing, connected to the LiveChat app through the Marketplace. It is not part of Text plans. Text's own pages say its AI Agent, inbox, ticketing and Copilot are built in. So a new buyer weighing a chatbot is really comparing Text's AI Agent with a separate purchase.

Rival meters use different units. Intercom charges $0.99 per Fin outcome, nothing when Fin cannot answer or a human is requested. Tidio bills Lyro per conversation with at least one AI reply; its Lyro quota starts at $39 a month billed monthly, or $32.50 a month billed annually, for 50 Lyro conversations a month. Zendesk includes 5 automated resolutions per agent a month on Suite Team, then $1.50 each committed. Help Scout's Scout costs $0.75 per resolution. Our alternatives guide sets these against each plan.

Text's Shopify page says its AI Agent resolves 74% of conversations on average across Text customers. That is an average, not a forecast. Your rate depends on your sources. The Performance tab tracks AI resolutions, resolution rate, chats handled, AI Agent CSAT and transfers, and ranks knowledge gaps by how often customers ask. Admins write the missing answers there, sorted into Needs answer, Answered and Skipped. Answer the top gaps every week.

The bottom line

Text's AI ships with every plan, so the real decision is how many resolutions per account a month you will use and which plan carries the tools around them. Essential works for one agent trying the AI Agent on a small site, with ten resolutions and paid packs beyond that. Growth earns its price once you need several AI Agents, summaries, routing and 200 resolutions of headroom. Write strong sources, put rules in skills, watch the Runs log and keep a human one click away.