ChatBot

Connected skills can create Salesforce leads, send Slack messages, update help desk tickets and write customer details, with further built in connections to HubSpot, Shopify, Klaviyo and Mailchimp. Each service connection uses its own credentials or API token, and HTTP request steps reach services outside the catalog. Customers choose which actions an AI agent may invoke during a support conversation, so an order lookup, a discount code or a CRM update all run from the same skill builder.

Sourcetext.com/features/skillsread 2026-10-20

A skill starts as a plain language description that the builder turns into editable steps, which the customer reviews before activation. Those workflows support conditional paths, parallel branches, delays and variables passed between actions. An information collection step pauses the conversation until the required details arrive, then the run continues into a ticket or customer record update. Builders can change a generated workflow after activation and republish it, and one AI agent can hold several skills with separate triggers.

Sourcetext.com/help/advanced-workflows-usageread 2026-10-20

The Knowledge Hub accepts public website pages, uploaded files and manually written articles. Website sources refresh on an interval the customer sets anywhere from five to 365 days, and separate agents can draw on different knowledge collections. A knowledge gap view groups the customer questions the agent could not answer, so staff can write the missing answer or article straight from that list and the next conversation on the topic picks it up.

Sourcetext.com/help/configuring-your-knowledge-hubread 2026-10-20

Customers define when the AI agent transfers a conversation to an available person or a particular team. Staff receive the history, can take over replies and can supervise selected chats. When nobody accepts a transfer, a configured fallback can create a ticket after 30 seconds. The operating controls focus on escalation and human participation; administrators do not configure a general approval inbox for reviewing every external action before it executes.

Sourcetext.com/help/ai-agentsread 2026-10-20

Enterprise accounts can connect a custom identity provider through SAML 2.0, and two factor authentication is available on every plan. Workspace permissions limit what each teammate can open or change, and Enterprise audit logs record administrative activity on request. Text maintains SOC 2 Type II controls covering security and availability. Its data processing agreement is built into the main agreement, with European standard contractual clauses for transfers, so no separate signature is needed.

Sourcechatbot.com/chatbot-for-enterpriseread 2026-10-20

The Runs view lists each skill execution with its date, time and chat identifier, and opening a run shows the steps it completed. Inside the conversation, system events mark when a named skill starts, completes, fails, waits for human feedback or is rejected, and failure events carry the error and its reason. An operator investigating a complaint can open the chat, see which skill fired and find the step where it stopped, alongside the aggregate resolution and satisfaction reports.

Sourceplatform.text.com/docs/messaging/references/system-activitiesread 2026-10-20

The AI agent replies with the conversation history and customer context in view. Skills can inspect the current chat, the visitor's recent page visits and customer attributes, and contact details collected in a chat are saved to the customer profile, so a returning visitor arrives with name and history attached. That continuity lives in the platform's customer, chat and ticket records; the agent has no store of its own for what it learned, with separate retention or deletion settings.

Sourcetext.com/help/ai-agentsread 2026-10-20

Text operates the service in its own managed cloud on infrastructure in the United States and Europe, with regional backups and traffic protection. Customers install a widget or connect their messaging channels to that hosted workspace, and no setting lets a customer choose which region holds its data. The current AI Agent offering has no package to install in a private cloud or on premises, and the Enterprise plan's custom AI is built and run by Text's own team.

Sourcetext.com/partners/solution/it-system-integratorsread 2026-10-20

Ready made skills include Checkout Coupon Issuer, Bundle Discount, Product Insurance Upsell and Consultation Booking, plus several transfer patterns for handing a chat to a person or team. Selecting one inserts an editable prompt into the skill builder; the customer reviews the generated steps and activates the result. Consultation Booking, for example, collects the visitor's details and creates a follow up ticket so a person can arrange the meeting, while the commerce skills issue codes or offers inside the chat.

Sourcetext.com/help/custom-skillsread 2026-10-20

AI Agent skills start when a live conversation matches the task they handle, such as an order status request. Workspace skills can also start from chat or ticket events, schedules and webhooks. Website chat and connected messaging channels bring customer requests into the same service workspace. Context such as the visitor's page, location or time can narrow when a skill runs, while routing rules decide which agent or team receives the conversation.

Sourcetext.com/features/skillsread 2026-10-20

Agent settings control instructions, tone, answer length, languages, knowledge and available skills. Text runs the model service behind those settings and does not name the provider; customers cannot choose between model makers or supply their own inference endpoint for the agent. An OpenAI action inside a workflow handles a separate text processing step and leaves the support agent's model unchanged, and an outside assistant connected to Text's MCP server runs its own model.

Sourcetext.com/help/ai-agentsread 2026-10-20

Text exposes authenticated messaging, customer data, configuration and reporting APIs, with SDKs for custom chat interfaces and backend integrations. AI and human replies share the same conversation format, so integrations can read or send messages and manage the surrounding customer experience. OAuth scopes constrain access to platform resources. A separate hosted MCP endpoint offers scoped chat and ticket retrieval; the broader write operations are available through the platform APIs.

Sourceplatform.text.com/docs/getting-startedread 2026-10-20

Builders try questions in a preview panel against an agent's configured knowledge and instructions. The panel shows when a skill would trigger, but ticket creation and transfers do not actually run there, so connected actions are checked by running the workflow manually with sample data or by reading live runs afterward. Each test is typed by hand; the product keeps no saved test cases and runs no scored comparison between agent versions.

Sourcetext.com/help/ai-agentsread 2026-10-20

The agent can use information about the visitor's current page and recent browsing activity to choose a skill or personalize a conversation. Its actions run through Text operations and connected service integrations. The website widget is a messaging interface, and website ingestion supplies knowledge content. Neither gives the agent control of a general browser session for clicking through unrelated applications, entering data into arbitrary screens or operating a desktop.

Sourcetext.com/help/custom-skillsread 2026-10-20