--- title: "Text Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Text the right Customer Support solution for you? Explore 32 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/10031687/Text/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- Text 4.7 (32) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 19th, 2026 # Reviews of Text Ease of use 4.8 Customer Service 4.7 ## Pros and Cons in Reviews Samantha S Education ManagerEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The UI is straightforward enough that new agents can pick it up quickly, and the options for integration (whatsapp, instagram, fb messenger, SMS, etc.) is great for staying connected across different customer facing platforms.“ April 22, 2026 VC Valerie C Community Liaison and Online CommunicationsNon-Profit Organization Management, 51 - 200 employeesUsed the software for: 1-2 years. “When Text was doing some sort of program integration, I experienced a few technical problems as they were working out the kinks.“ April 27, 2026 Bart C Strategy PM BADesign, 51 - 200 employeesUsed the software for: Less than 6 months. “Great admin UI/UX, easy management, and strong long-term value from Text’s AI chatbot tools for e-commerce and for client experience.“ May 14, 2026 Samantha S Education ManagerEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The biggest issue for me is the cost - it's almost priced right out of our budget, especially as your team gets larger.“ April 22, 2026 Samantha S Education ManagerEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The core chat tool is dependable and it just works, which is the most important thing for my team. While the platform is reliable, the price increases and heavy focus on AI features that don't really hit the mark make it harder to justify the high cost than it used to be.“ April 22, 2026 RH Rose H Marketing DirectorEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The interface is intuitive and it integrates cleanly into our website.“ May 7, 2026 ## Showing most helpful reviews Showing 1-25 of 32 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Bart C. Strategy PM BA Design Used the software for: Less than 6 months ### "Great solutions with strong potential" May 14, 2026 5.0 Very good. Helpful staff, smooth management, and a useful AI bot for e-commerce and customer support. Pros Great admin UI/UX, easy management, and strong long-term value from Text’s AI chatbot tools for e-commerce and for client experience. Complex solutions from simple answering to creating tickets with customer problem. You can test your AI Bot settings on fly, tailor it to your style, needs, site or specific scenarios. Cons Some planned features are still missing, but the platform is growing fast with useful solutions, so I would say 'not having it all now'. Alternatives considered [Zipchat](https://www.capterra.com/p/10014211/Zipchat/) Reason for choosing Text Due to long experience of Text/LiveChat in this matter and the promises from Ai Chat Bot; earlier good experience with Text form client/customer side Review Source AR Anthony R. Senior Manager, Customer Service and Support Music Used the software for: 2+ years ### "Text/LiveChat is worth a shot" May 6, 2026 4.0 Overall, pretty good. WE haven't yet integrated with other services or tried the AI, but the templates are handy. The service is very responsive and friendly. Pros Provides an all-in-one solution for text, chat and bots. The configuration and reporting are not overwhelming. Cons Our card on file expired, which triggered the pricing structure changing on us unexpectedly because our grandfathered rate could not be reinstated once we updated the card. IF we had advanced notice of the card soon expiring, this would not have happened. Also, between a chatbot, textbot and three seats, there's a separate invoice for each. It should all be on one invoice. Switched from [Generative Studio X by OneReach.ai](https://www.capterra.com/p/162057/OneReach/) They retired the platform we used. The cost of GDPR compliance was cost-prohibitive. Review Source CL Colleen L. Owner Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great Chat ap to help with the customers." September 9, 2026 5.0 I have used this less than a week and it already exceeded my expectations over Chatra and I have not even set the customizations fully yet. Pros Customization options are great as well as the customer support. They have been very helpful. This ap is very useful, if I need to tend to something else the AI agent is there to step in and learns your products, prices, can give tracking numbers, shipping details. Whatever information you send it. Cons A couple of time the AI agent sent a message after the auto enter message was sent without the customer reaching out. But this could really be me learning this new Chat and not an error. Switched from [Chatra](https://www.capterra.com/p/144752/Chatra/) I made the switch because this is so much more useful. I tried it for a couple days on the free trial and then cancelled my other Chat Review Source AH Alisha H. RENEWALS SUPERVISOR Higher Education Used the software for: Less than 6 months ### "Good for me" April 27, 2026 3.0 It was a good experience. I will be happy to share with others and tell others about the application. Pros It was fast and easy. I didn't have any issues using it. I would use it again, it is user-friendly for me. Cons I didn't have any dislikes. I really don't have anything negative to say about the applications, as I didn't have any problems. Review Source Response from Text May 26, 2026 Thank you so much for the fantastic review! We are thrilled to hear that you found the platform fast, easy to use, and completely issue-free. Hearing that you had such a great experience that you'd be happy to recommend us to others is the highest compliment we could ask for. Thank you for your support! AS Aleksandar S. Account Executive Information Technology and Services Used the software for: 1-2 years ### "Seamless and efficient support" September 7, 2026 5.0 An excellent support experience from start to finish. Marta, Veronica, and Marcin were helpful, well coordinated, and efficient. The continuity between agents was particularly impressive, and my request was resolved in a very short time. Pros I spoke with Marta, Veronica, and Marcin about the same request, and the handovers were completely seamless. Everyone had the full context, so it felt as though I was speaking with the same agent throughout. My request was resolved quickly, without my having to repeat anything. Cons I genuinely cannot point to any meaningful downside from this experience. Everything was handled quickly, clearly, and professionally. Review Source MH Melissa H. Director of Marketing Education Management Used the software for: 2+ years ### "Robust platform with excellent customer support and up-to-date AI features" April 27, 2026 5.0 Strong product that keeps up with the customer needs and the ever-changing improvements with technology and AI. I've been a customer for over 8 years and have no plans on changing platforms since Text is a well rounded platform offering LiveChat, HelpDesk and ChatBot options. Customer service/support is always top-tier. Pros \- Customer support is always helpful, ensuring resolution of issue. - Regular improvements and extra features, often not costing extra. Cons \- Some of my favourite people who I've worked with over the 8 years we've used Text have moved on to other jobs. Alternatives considered [Othership](https://www.capterra.com/p/266602/Othership/) Reason for choosing Text name wasn't in drop down, probably because it was 8 years ago but it was Zopim. Cost, features, mobile app for agents available. Review Source Response from Text May 26, 2026 Thank you for an incredible 8 years! We are so grateful for your continued loyalty and thrilled that our ongoing updates, AI features, and top-tier support keep hitting the mark for your team. Thank you for choosing us over Zopim back in the day. We are so glad to have you with us and look forward to many more years of growing together! Milosz /Text MF Michael F. Accounts and Operations Supervisor Information Services Used the software for: 2+ years ### "The Ultimate Engine for High-Volume Client Support" May 12, 2026 5.0 Our experience has been incredibly positive. Since we moved to a pure-chat model, Text has been the backbone of our communication strategy. It’s reliable and fast, which is critical for our industry. With a few more advanced administrative controls for feedback and data management, it would be the perfect 10/10 tool. Pros The platform is incredibly intuitive and streamlined our outreach process immediately. The message automation feature allowed our team to stay organized and ensure no lead fell through the cracks. It feels purpose-built for high-volume communication. Cons There are two specific areas for improvement: First, we need the capability to flag or remove invalid negative feedback that doesn't reflect the actual service provided. Second, the reporting would be much more efficient if there was an option to download all conversation transcripts into a single file for bulk analysis, rather than exporting them individually. Switched from [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) We switched to this platform due to its cost-effectiveness and high performance; for our needs, live chat is the preferred communication channel. Review Source HH Harri H. Customer service manager Computer Hardware Used the software for: Less than 6 months ### "Great choice for chat!" June 9, 2026 4.0 Extremely well made application for customer service/sales with nice price point. Reports are easily accessed so we can see what is going great and what needs a little work. Their customer service has been very helpful when there has been a need to contact them. With time I will bet my pants that they will make the app even better! Pros Every customer is important to us and thanks to Text every customer can contact us around the clock. During business hours our customer service agents can answer queries in Livechat and after business hours AI Agents will handle the customer queries. Starting with AI Agents was easy and there are quite powerful customization tools to them, from personality to integrations! With campaigns our chat volumes have rocketed and combined with AI Agents the chat resolution rate is extremely high. Thanks to that every single customer gets the help they want. Cons All the different applications/names are confusing. Text/Livechat/Chatbot. Different Apps do different things, one single app would be the most efficient way. As usual AI is not perfect, it needs tinkering and optimization, thankfully it can be done easily from Text app. Switched from [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) Tidio had been going to shit for a few years, with price increases and developing unnecessary features for chat application. Multilanguage, a critical setting for us was paywalled to Tidio+ subscription model. Review Source BT Bernard T. CEO Computer & Network Security Used the software for: Less than 6 months ### "Elephant Brain- Simple, Smart, and Reliable Communication Tool" April 24, 2026 5.0 Overall, my experience has been excellent. I have not encountered any major issues while using it. The platform is very fluid, responsive, and dependable for daily operations. It consistently performs well and makes communication and workflow management much easier for my team. Pros I like its simplicity and how easy it is to use on a daily basis. The interface is clean, fast, and very intuitive, which makes communication smooth. It feels intelligent and reliable, and it helps my team stay organized and respond quickly without confusion or delays. Cons The pricing structure could be improved. Charging per user can become expensive as the team grows. A flat pricing model or more flexible plans that allow more team members to join without increasing costs significantly would make it more scalable and accessible. Switched from [Crisp](https://www.capterra.com/p/151292/Crisp/) Too difficult to use. Multiple failures. Ai doesn’t function function correctly Review Source Response from Text May 26, 2026 Thank you for the fantastic review! We are thrilled that Text’s simplicity and reliable AI have helped your team stay organized and avoid the issues you faced with your previous tool. We also hear you loud and clear on the pricing structure. Scaling a team can add up, and I’ve passed your feedback about flexible or flat-rate pricing directly to our team for future consideration. Thanks again for making the switch to Text! Samantha S. Education Manager Education Management Used the software for: 2+ years ### "Great LiveChat tool with a sleek rebranding, but a pricey investment" April 22, 2026 5.0 Overall, it’s been a solid experience, which is why I’ve stuck with them since 2017. The core chat tool is dependable and it just works, which is the most important thing for my team. While the platform is reliable, the price increases and heavy focus on AI features that don't really hit the mark make it harder to justify the high cost than it used to be. It’s a good product, but it’s becoming a luxury for smaller teams. Pros I’ve used Text since 2017, and it’s a pretty polished chat tool. A big highlight for me is the Sneak Peek feature; seeing what a customer is typing before they even hit send really helps speed up our responses. The UI is straightforward enough that new agents can pick it up quickly, and the options for integration (whatsapp, instagram, fb messenger, SMS, etc.) is great for staying connected across different customer facing platforms. Cons The biggest issue for me is the cost - it's almost priced right out of our budget, especially as your team gets larger. I find a lot of the AI features a bit underwhelming; they just don’t live up to the hype for me. A lot of the more useful reporting and automation tools are only available for a premium. Review Source Response from Text April 24, 2026 Thank you for being with us since 2017 and for sharing such detailed feedback - it really means a lot. We’re especially glad to hear that features like Sneak Peek and the overall reliability of the platform continue to support your team’s day-to-day work. We also appreciate your honest perspective on pricing and AI capabilities. Feedback like this helps us better understand where we need to improve and how we can deliver more value. Thanks again for your continued trust and for being part of our journey! JR Jermaine-Don R. Ambassador Education Management Used the software for: 6-12 months ### "Simple, Reliable, and Easy to Use" May 13, 2026 4.0 Overall, my experience with Text was positive. It was easy to use, reliable for everyday communication, and helped make messaging simple and efficient. Pros What I liked most about Text was its simplicity and ease of use. The interface was clear, reliable, and made communication quick and straightforward. Cons What I liked least about Text was that some features felt limited compared to other messaging platforms, especially around customization and advanced communication options. Review Source JH Jerry H. Marketing Manager Marketing and Advertising Used the software for: 1-2 years ### "Support team now contributes to sales" March 13, 2026 5.0 Text changed how we think about support. We used to measure success by ticket close times. Now we track revenue influenced by support interactions. Cross-sells happen automatically, loyalty builds in real time, and our team focuses on the cases that actually need a human. It's the first tool that made support feel like a genuine growth function, not just a cost we manage. Pros What surprised me most is that it doesn't just support, it sells. The AI recommends products, spots upsell moments, and converts them without anyone on our team lifting a finger. Copilot keeps human agents sharp too, pulling full conversation history the moment they take over. No repetition, no dropped context, just a smooth handoff that customers don't even notice. Cons If you want the AI to cross-sell intelligently, you need to invest time upfront in configuring the knowledge sources and skills. The out-of-the-box experience is solid, but the real results come after you've put in that setup work. It's worth it; just go in knowing it's not a one-click solution. Review Source Response from Text March 27, 2026 Thank you for such a thoughtful and detailed review! We're thrilled to hear how Copilot is helping drive both efficiency and revenue for your team. You’re absolutely right - while the out of the box experience is strong, the real impact comes from tailoring it to your business. It’s great to see that investment paying off and transforming how you think about support. We really appreciate you sharing your experience! 🚀 CC Claudia C. Customer Experience Manager Apparel & Fashion Used the software for: 2+ years ### "Reliable, Intuitive, and Great Value" June 17, 2026 5.0 Pros We've been using this helpdesk solution for a while now, and it's been a great fit for our team. The platform offers excellent value for money — you get a robust set of features without breaking the budget. The customer support team is responsive and genuinely helpful whenever we've had questions. Getting started was straightforward thanks to an intuitive interface that didn't require a steep learning curve. On the features side, the live chat and email integrations work seamlessly, and ticket management keeps everything organized so nothing slips through the cracks. We also appreciate the customisation options, which let us tailor the experience to match our workflow and branding. Overall, a solid and reliable helpdesk tool we'd happily recommend. Cons Nothing really — the platform has consistently delivered on what it promises. No major pain points to report. Review Source AK Azeez K. Sales Associate Education Management Used the software for: 6-12 months ### "TEXT- Simplifies Support, Speeds Up Everything" April 21, 2026 5.0 The overall experience has been great and awesome. I am in charge of the helpdesk tickets at my workplace and I use text everyday so I have well versed with it's operations now. The smoothness, easy accessibility, clarity is something which I feel takes it to an another level. Pros The easiness and accessibility of the text. Love the AI mode for the live chat and canned responses for faster reply to the customers. Everything is sorted out and easy to identify and not complicated. Another thing I like is the pre-received text messages which we can from our customers (on what they are typing) to prepare our reply accordingly. Cons There is very less that I would say I don't like about text as I have not used any platforms like text and my first impression was that it's impressive. Sometimes helpdesk tickets go to the spam folder so that is one thing which can be fixed maybe. Review Source Response from Text April 24, 2026 Thank you for the amazing review! We're thrilled to hear that you’re enjoying the ease of use, AI features, and overall experience with the platform - it means a lot, especially knowing you use it every day in your work. Thanks again for your feedback and for being with us! LP Laura P. Online Advisor Real Estate Used the software for: 6-12 months ### "One of the best ways to connect with our customers online!" April 22, 2026 4.0 As of currently I think it’s an easy to use system to get a hold of clients and keep track! The fact it can sync with our CRM systems too is really nice. It helps our team keep track of what each customer is looking for! Pros I love that the chat AI would give us a summary if they joined the chat recently. The tags help as well once it comes through our SalesForce case system as well to log them in. It will keep all of our tasks to keep in contact seamlessly. Cons We don’t get the notification alerts to some of the chats that come in. So we do miss on some if we have more than one task being managed at the time. Review Source Response from Text April 24, 2026 Thank you for your review! We appreciate you flagging the issue with notifications - this is important feedback, and we’re continuously working to improve reliability in this area. Thanks again for sharing your experience with us! OD Oriana D. Head of Operations Portugal Entertainment Used the software for: 2+ years ### "Experience" March 18, 2026 4.0 Overall, it’s a pleasant experience and works well for our daily operations. It’s easy to track each agent’s individual performance, response times, and activity levels. The platform is also flexible enough to adapt to the needs of the organization and remains useful for end users Pros What I like most is the speed and responsiveness of the Customer Support in helping and trying to resolve any issues I may encounter. Cons Some reports can be incomplete, and the Excel exports from the live chat are not always fully satisfactory when trying to extract more detailed or specific data. Additionally, the entire app was migrated to a new version, but there are still certain features that need to be accessed through the old version, which can be quite confusing due to the changes that were made. Review Source Response from Text March 27, 2026 Thank you for your detailed feedback! We're glad to hear our support team has been responsive and helpful. We also appreciate you pointing out the areas for improvement - especially around reporting, exports, and navigating between app versions. Your insights are very valuable, and we’re continuously working to make these experiences more seamless and complete. Thanks again for sharing! RB Robert B. Director Information Technology and Services Used the software for: 2+ years ### "Reliable live chat platform for long-term use" April 21, 2026 4.0 Overall, a solid and dependable live chat solution. It’s been a consistent part of our support stack at ShopWired for years and performs well for day-to-day use. While there’s room for improvement, it remains a reliable choice Pros Reliable and stable live chat platform that has handled our support volume well over a long period. The interface is straightforward for agents, and setup was simple. It integrates easily into our workflow and does what we need without unnecessary complexity. Cons Reporting and analytics could be more flexible and detailed, particularly for extracting insights at scale. Review Source Response from Text April 24, 2026 Thank you for your thoughtful feedback and for trusting us over the years! We're glad to hear the platform has been reliable and easy to use for your team. We appreciate your note on reporting and analytics - this is an area we're actively working on to provide more flexibility and deeper insights. Thanks again for being part of our journey! VR Verified Reviewer Manager Consumer Goods Used the software for: 2+ years ### "Great too for customer support" May 8, 2026 5.0 We have been a client for several years and had very positive experience. Highly recommend this app service. Pros AI features that frees up time to work on other tasks. It is not perfect and may take time to train, but well worth it. Cons Nothing to think of. Overall positive experience. At time AL chat bot gets confused which website customer is coming from. Review Source Linda K. Founder Computer Software Used the software for: I used a free trial ### "Text App & Live Chat Customer Service Review" April 24, 2026 5.0 We are just starting out with Text and I anticipate/expect that we will be very pleased with the outcome for our business. It is also great to have the ability to know that we can reach back out to \[sensitive content hidden\] if we have additonal questions. He sealed the deal. Pros I am very impressed with the Text App platform that supports Live Chat. It has very powerful tools for business and I'm sure can be very helpful for other organizations with different endeavors. I was extremely impressed with \[sensitive content hidden\] from Text who went the extra mile to help us set up the tool. He is very knowledgeable and gracious. Cons Initially, learning how the system works was very confusing. It took several chats with live transfers to specialists to clarify the best solution for us. Once we met \[sensitive content hidden\], everything fell into place. Review Source Response from Text April 27, 2026 Thank you for your feedback! We’re glad to hear you’re impressed with the Text platform and its live chat capabilities, and that it’s already showing value for your business. We also appreciate your kind words about our team member - we’ll be sure to share them. We understand the initial setup could feel confusing and are working to make onboarding smoother. Great to hear everything came together, and we’re here anytime you need further support! PP Paris P. National Account Manager Facilities Services Used the software for: 6-12 months ### "Exactly what we need." April 22, 2026 5.0 I have enjoyed the Text app overall; the functionality meets our business needs perfectly. Overall, Text has been a helpful tool for streamlining communication, increasing responsiveness, and making it easier to manage customer interactions in a fast and organized way. Pros I like how easy and convenient it is to use, especially through the mobile app. Being able to respond to conversations while away from my desk helps me stay connected and manage communication more efficiently throughout the day. Cons What I like least about Text is that there are times when the platform can feel a little overwhelming if multiple conversations are coming in at once, especially when trying to keep up with everything in real time. Review Source Response from Text April 24, 2026 Thank you for your review! We're especially glad to hear that the mobile app helps you stay connected and manage conversations on the go - that’s exactly what we aim for. We really appreciate your feedback and your support! KM Ken M. Sales and Support Automotive Used the software for: 2+ years ### "Great software" May 4, 2026 5.0 Pros It gives us a simple and clear way to communicate with customers that prefer text over phone calls. Our team uses the browser and windows app the most. Cons We wish there was a better way to create follow ups for missed chats, or an automated way to capture those. Review Source Response from Text May 26, 2026 Thank you for your feedback! We're thrilled that Text provides your team with a simple, clear way to connect with customers. We also really appreciate your thoughts on handling missed chats. We've shared your request for better follow-up and automation options with our product team to look into for future updates. Thank you for helping us improve! Milosz /Text CM Coral M. Sales associate Education Management Used the software for: 6-12 months ### "Great experience with Text" April 21, 2026 5.0 Pros The best thing about this app is that so many apps are available at one place and its so easy to use and understand. Another best thing is that when a customer is chatting with us, we can see what they are typing and then start forming a reply for them even before they hit send. Cons Sometimes it sends important emails to the spam folders and sometimes the notifications start malfunctioning. The chatbot is not fully trained yet. Review Source Response from Text April 24, 2026 Thank you for your review and for sharing your experience with us! We really appreciate your feedback and are glad to have you with us. YC Yazmin C. Marketing Executive Consumer Electronics Used the software for: Less than 6 months ### "We love Lukebot" March 24, 2026 5.0 It's really good, I'm impressed using it every day. Our customers rate the chatbot positively and I'm pleased with how much you can customise him to your specifcs. Pros The central "brain" can be tailored to change the bots personality and responses. Also uploading files is really helpful for product catalogues. Cons I think the working hours feature needs to be included for our out of hours operations. Also I would like more realistic photos to choose from rather than generic stock pics for the avatar. Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Cheaper and easier to train on product knowledge thanks to custom instructions Review Source Response from Text March 27, 2026 Thank you for sharing your experience! We're really glad to hear you're enjoying the flexibility of the Text - especially with product catalog uploads. We also appreciate your suggestions around working hours and more realistic avatar options. That’s great feedback, and we’ll pass it along to the team as we continue improving the experience. It’s fantastic to hear your customers are responding positively and that the customization is making a difference for you! 😊 Nick K. Group Head of Technology Retail Used the software for: I used a free trial ### "Great team at Text delivered proof of value in a very rapid proof of concept engagement" May 15, 2026 4.0 Great engagement and proof of concept. Very flexible and responsive team worked with us to get value quickly Pros Great solution, easy to deploy and very helpful team at Text. Easy to deploy and lots of very useful features Cons Agentic AI features new, and evolving very rapidly - some functionality/features not yet developed / exposed Review Source VC Valerie C. Community Liaison and Online Communications Non-Profit Organization Management Used the software for: 1-2 years ### "Perfect Chat Platform" April 27, 2026 5.0 Overall, I have found Text to be the perfect platform to engage with the public through their chat platform. Pros Text provides excellent is easy to use and provides excellent customer support when I need extra help. Cons When Text was doing some sort of program integration, I experienced a few technical problems as they were working out the kinks. That was several months ago, and presently everything is running smoothly. Review Source Response from Text May 26, 2026 Thank you for the wonderful review! We're thrilled that you find our platform easy to use and our support team helpful. It's fantastic to know that Text has been the perfect tool for your public engagement! Please reach out if you ever need anything else. Milosz /Text Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.