LiveChat Review 2026: Now Text Plans, AI Agent, Limits and Verdict

LiveChat, now sold to new customers as Text plans, is a good fit for small and mid-size teams that sell and support customers over chat, as long as per-user pricing and a per-account AI cap fit the budget. Signing up on livechat.com today creates a Text account with live chat, a shared inbox, ticketing and an AI Agent in one workspace, starting at $19 per user per month billed annually or $25 billed monthly on Essential.^[1] Existing LiveChat customers keep their plan, price and login. Our verdict is simple. Growth is the real product for teams that need routing and supervision. Essential suits only teams that can live with 10 AI resolutions per account a month and 60 days of history. Skip it if you need phone support.

From LiveChat to Text: who gets what

The company behind the product is Text S.A. of Wrocław, Poland, renamed from LiveChat Software S.A. in September 2023 and listed on the Warsaw Stock Exchange as TXT. Its US subsidiary, Text, Inc. in Boston, is the contracting entity for the service. Text says more than 30,000 businesses in over 150 countries use its products. The product followed the company name later. New sign-ups start on Text, whether they arrive through the pricing page, the Shopify page or the WordPress page, and each begins with a 14-day trial of Essential or Growth.

Existing LiveChat customers sit in a different position. Their LiveChat account, plan and price stay as they are, and the LiveChat app keeps running. Text features such as the AI Agent, the shared inbox and ticketing are not included in LiveChat plans, legacy subscriptions included. To get them, a customer moves to Text, which is a separate workspace and account. Creating that account does not move the old plan or the conversation history. A side-by-side trial is allowed, so nobody has to switch blind before comparing.

The long-term direction is stated plainly. Text's Context 2025 page says the Text App will be the sole supported platform in the long run, that the old app stays available at first, and that migrating LiveChat customers keep their plan and price with advance notice of any future change.^[2] The same page promises migration with no downtime, with data and settings transferred. WhatsApp numbers can move with their history, but the move needs a new WhatsApp Business Account in your own Meta portfolio. What existing customers pay today is covered in our LiveChat pricing guide.

What one Text workspace puts in front of your team

The Text App runs in the browser, on macOS and Windows desktops, and on iOS and Android, where the former LiveChat mobile app is now listed as Text - Live Chat for Business. Agents answer website chats, in-app chats and a hosted chat page from one inbox. Email arrives by forwarding a Gmail, Microsoft 365, Outlook or Yahoo mailbox to a Text address, and each message becomes a ticket. Tickets are unlimited on every plan, and Text charges nothing per ticket or per visitor. Configuration happens in the web app.

The AI layer is called Text Intelligence. The AI Agent answers chats on the website, WhatsApp, Messenger, Instagram and SMS, qualifies leads, recommends products, creates tickets through skills and hands over to a person. It works in 48 languages, takes instructions of up to 10,000 characters and handles up to 500 concurrent chats per AI Agent. Copilot is the agent-side assistant on every plan, and it never sends anything without an agent's approval. Skills in the Playbook section cover no-code automation, and Knowledge hub holds the sources the AI reads. Our AI playbook covers the setup in depth.

Selling is where Text pulls ahead of a plain support inbox. On every plan, the AI Agent can read a live Shopify catalog, show product cards, run cart recovery campaigns and detect buying intent, while agents see a live cart preview. Chat at checkout needs Shopify Plus. Sales reports include AI Agent sales, and the attribution window is 7 days for orders from November 2026. Shopify, the WordPress plugin, WooCommerce and Webflow connect at no separate fee on any Text plan. Shopify order data syncs once a day.

Channels are broad for a chat tool. WhatsApp has been native since June 2026, each number is free from Text, and you need a Meta Business Portfolio with admin rights. Messenger is native, and Instagram arrived in October 2026 for Business or Creator accounts without a Facebook Page, though Text names no plan for it. SMS runs only through your own Twilio account, which bills you directly. ChatBot.com, KnowledgeBase and OpenWidget are separate sister products from Text, Inc., and HelpDesk.com's own pricing page now sells the same Text plans., not part of any Text plan.

The three Text plans at a glance

Every user who answers chats or tickets needs a seat, with no minimum team size and no fixed user cap on Essential or Growth. AI resolutions are counted per account, not per user, and reset monthly. On Essential and Growth, extra resolutions cost $49.50 per pack of 50, which is $0.99 each; Enterprise usage is priced in the custom quote. Packs recur every cycle until you reduce them, the reduction takes effect at renewal, and unused resolutions never carry over. The trial runs 14 days with no card and no automatic charge. There is no free plan.

The arithmetic decides most choices. Five users cost $95 a month on Essential and $395 a month on Growth, both billed annually, or $4,740 a year for the Growth team, by our arithmetic. Annual billing only wins if you keep the plan 10 months or longer: nine months at monthly rates come to $225 against a $228 annual seat on Essential, and $891 against $948 on Growth. Need about 200 AI resolutions a month? Essential plus four packs adds $198 a month. Billed annually, Growth costs less for one to three users; billed monthly, only for one or two. Above that, Essential plus packs is cheaper, minus Growth's routing, supervision and unlimited history.

Where Text falls short

The AI cap is the first limit buyers hit. Ten resolutions a month on Essential are shared by the whole account, so a busy store burns through them in days. Essential also keeps conversation and file history for 60 days only, and Text does not publish what happens after that. Each Essential user gets 5 reply suggestions and 5 AI text edits a month. Routing rules, working hours, chat supervision, chat summaries and agent performance reports all start on Growth. That gap is wide.

Security and compliance needs push larger buyers upward. Custom SSO, audit logs, SLAs and on-demand reports are Enterprise only, and white label applies only if it is written into the signed Order Form. HIPAA compliance with a BAA is listed as coming soon on Enterprise, so no protected health information should enter Text without a separately signed BAA. Text says it is not a phone system, and its Twilio connection handles SMS only. Knowledge hub feeds the AI but publishes no customer-facing help center. Apple Messages for Business is available only on the legacy LiveChat Business and Enterprise plans that existing customers keep.

Billing terms deserve a careful read before an annual commitment. Downgrades, removed users and pack reductions take effect at the next renewal, and removed users bring no credit for the rest of the cycle. Cancellation is not self-serve: it goes through support by chat or support@text.com. Refunds are reviewed case by case on request, according to Text's HelpDesk.com pricing page for the same plans; livechat.com publishes no refund policy. Renewal is automatic at the end of each cycle, and Text's Terms say payment-related changes are announced at least 30 days before they apply.

Security, data handling and uptime

Text says an independent auditor completed a SOC 2 Type 2 audit in 2026, with the full report and penetration test available through its Trust Center under a confidentiality agreement.^[3] It also claims GDPR and CCPA compliance and PCI DSS SAQ A, and Text says its chat widget meets WCAG 2.2 AA (VPAT-based conformance report; chat widget only). Data sits on Google Cloud in the US (Texas, Iowa) and the EU (Frankfurt), with uploaded files in Amazon S3. Text does not publish which region a new Text account uses. Admins can require two-factor authentication.

On AI, Text says it does not use client data to train general-purpose models or third-party providers' models, OpenAI included, but it may use customer data to maintain and improve its own services, including its AI models. OpenAI is a named AI partner bound by a data processing agreement. AI output carries no accuracy guarantee. For reliability, LiveChat's status page showed the chat widget at 100%, agent apps at 99.94% and the API at 100% between August and November 2026.^[4] That is a solid record.

How we score LiveChat

We score each product on separate axes, each on its own evidence, and the scorecard below shows every one of them. LiveChat lands at 3.5/5, carried by the all-in-one per-user plan, the selling tools and the native messaging channels, and held back by the per-account AI cap, Essential's thin limits and the Enterprise-only security features.

User sentiment is one input, and it needs careful reading here. The review-site profiles mostly describe the LiveChat product, built up over many years before Text plans existed. The app store ratings cover the renamed mobile app, and the Android listing scores clearly below the iPhone one. Trustpilot has too few reviews to pass our 30-review floor, so we read it only as a map of complaint themes, not as a score. If the AI cap or Essential's limits rule Text out, our LiveChat alternatives guide compares the help desks we rate.

The bottom line

Text bundles live chat, a shared inbox, tickets and an AI Agent that can sell under one per-user price, and its WhatsApp, Instagram and Shopify depth suits ecommerce and sales teams well. The trade-offs are concrete: a small per-account AI allowance on Essential, routing and supervision locked to Growth, SSO and audit logs on Enterprise, no phone channel and refunds only case by case. Start the 14-day trial on Growth, count your monthly AI resolutions, and our score holds for teams whose volume fits the allowance.