Key Takeaways
- Text's LiveChat plans range from $20 to $59 per agent per month, with HelpDesk, ChatBot, and KnowledgeBase priced as separate modular products.
- QuantumDesk offers unified, predictable pricing with AI embedded across the platform instead of gating it behind Text's LiveChat Business tier.
- Teams switch from Text when modular product stacking, AI tier upgrades, and ChatBot conversation caps stack faster than expected across LiveChat, HelpDesk, and ChatBot.
- Text's biggest cost drivers are modular product subscriptions, per-agent compounding across products, and AI assist gated to LiveChat Business at $59 per agent.
- Evaluate Text pricing by total all-in cost across products, AI accessibility, ChatBot overage exposure, and predictability as agent count and chat volume grow.
Text's pricing starts at $19 per user per month on the Essential plan when billed yearly, or $25 per user per month on monthly billing. But for most teams, this entry number rarely reflects actual monthly spend.
Real costs depend on AI agent resolution caps, auto-refill overage charges, per-user seat counts, billing frequency, and tier upgrades to unlock advanced AI features.
You will learn about:
- How Text's pricing actually works across its modular product suite of LiveChat, HelpDesk, ChatBot, and KnowledgeBase
- Where costs increase unexpectedly as teams add channels, AI features, and additional Text products
- When support teams start looking at alternatives like QuantumDesk for unified, predictable pricing
The goal is to help support teams make clear, well-informed decisions.
What is Text and who is it built for?
Text, formerly known as LiveChat Software, is a customer communication platform. It offers live chat, ticketing, chatbot automation, and knowledge base products under a single brand. It is primarily built for mid-market and enterprise teams across SaaS, e-commerce, and digital services running chat-first support.
Support teams use Text day to day by deploying live chat on their website. They deflect repetitive questions with chatbots. They manage email tickets in HelpDesk. They publish self-service articles inside KnowledgeBase.
How does Text's pricing structure actually work?
Text sells one unified platform across three tiers: Essential, Growth, and Enterprise. Each plan is priced per user, with AI agent resolution caps, reply suggestion limits, and workflow allowances that scale based on tier.
Pricing scales primarily by user seats and AI usage caps. Teams exceeding included AI resolutions are automatically charged $49.50 for each 50-resolution refill pack.
Main cost drivers for most Text customers:
- AI resolution caps with auto-refill billing - Essential includes only 10+ resolutions monthly, Growth includes 200+. Exceeding the cap triggers automatic $49.50 charges for each 50-resolution pack.
- Per-user pricing compounds across the team - Adding users multiplies cost by $19 to $79 per user on yearly billing, with Enterprise priced custom.
- AI features gated to Growth and Enterprise - Chat topics insights, tag suggestions, ticket summaries, advanced reporting, and unlimited chat history all require Growth at $79 per user yearly.
- Monthly vs yearly billing gap - Yearly billing saves up to 24% compared to monthly. Teams on monthly billing pay $25 to $99 per user instead of $19 to $79.
Most teams underestimate their real spend. They budget for Essential and end up needing Growth to unlock the AI features and analytics they actually use day to day.
What are Text's pricing plans in 2026?
1. Essential plan
Who this plan is for:
- Small support teams starting with AI-assisted chat and ticketing in a single workspace.
- Teams in early evaluation stages that want to validate AI workflows before committing to higher-tier features.
Base price: $19 per user per month, billed annually. Monthly billing increases this to $25 per user per month, a 32% premium for flexibility.
What's included:
- 1 AI agent with 10+ AI resolutions per month
- 5 reply suggestions and 5 AI text editing actions per user per month
- 10,000+ API calls and 50 live visitors tracked
- 10 custom skills, MCP server access, and AI Copilot
- Shared inbox and ticketing system with 3 workflows
- Tone of voice controls, UX personalization, multilingual support, and human takeover
- Knowledge base management and knowledge sources access
Where this plan starts breaking down:
- AI resolutions are capped at 10+ per month. Exceeding this triggers automatic $49.50 charges for each 50-resolution refill pack.
- Chat topics insights, ticket and chat summaries, tag suggestions, and advanced reporting are not included. Accessing them requires an upgrade to Growth at $79 per user yearly.
2. Growth plan
Who this plan is for:
- Mid-market support teams needing scaled AI automation across multiple agents and conversation types.
- Teams that have outgrown Essential's resolution caps and need analytics, summaries, and campaign tooling.
Base price: $79 per user per month, billed annually. Monthly billing increases this to $99 per user per month, more than quadrupling Essential's yearly per-user cost.
What's included:
- Everything in Essential, plus 10 AI agents with 200+ AI resolutions per month
- 50 reply suggestions and 100 AI text editing actions per user per month
- 200,000+ API calls and 400 live visitors tracked
- Chat topics insights, tag suggestions, ticket summary, and chat summary
- Team canned responses and 10 workflows with 30 campaigns
- Advanced widget customization, advanced reporting, and unlimited chat history
Where this plan starts breaking down:
- AI resolutions are still capped at 200+ per month. Teams running marketing campaigns or seasonal traffic regularly exceed this, triggering $49.50 refill charges per 50-resolution pack.
- SLAs, dedicated account manager, white-label widgets, custom dashboards, security audits, and audit logs are reserved for the custom-priced Enterprise tier.
3. Enterprise plan
Who this plan is for:
- Enterprise support teams requiring SLAs, dedicated account management, and custom security or compliance controls.
- Teams with high-volume AI usage needing 2,000+ resolutions and 1M+ API calls without paying constant overage refills.
Base price: Custom, quote-based, annual plan only. Monthly billing is not available at this tier.
What's included:
- Everything in Growth, plus 50 AI agents with 2,000+ AI resolutions per month
- Unlimited reply suggestions and unlimited AI text editing
- 1,000,000+ API calls and 1,000+ live visitors tracked
- SLAs, dedicated account manager, dedicated onboarding, and legal assistance
- 30 workflows and 50 campaigns
- White-label website widget and custom dashboards
- Security assistance, audit logs, and software engineer support
- Alternative payment terms for procurement flexibility
Where this plan starts breaking down:
- Pricing is opaque and requires sales engagement, making evaluation slower for teams seeking self-serve plan comparisons.
- Even at Enterprise, AI resolutions are capped at 2,000+ monthly. Larger volumes still trigger $49.50 refill pack charges or require contract renegotiation.
Text pricing at a glance
What actually drives your monthly cost on Text?
1. AI Agent Resolution Caps with Auto-Refill Billing
Text's biggest cost driver is its AI resolution cap with automatic refill billing. Essential includes only 10+ resolutions monthly, Growth includes 200+. Teams exceeding the cap are automatically charged $49.50 for each 50-resolution refill pack, with no way to opt out.
2. Tier Jumps from Essential to Growth
Most AI features that scaling teams actually use day to day, such as chat summaries, tag suggestions, ticket summaries, advanced reporting, and unlimited chat history, sit only on Growth at $79 per user yearly. Moving from Essential at $19 to Growth quadruples the per-user cost across the entire seat base.
3. Monthly vs Yearly Billing Premium
Monthly billing carries a premium of up to 24% over annual commitment. Essential moves from $19 to $25 per user, Growth from $79 to $99 per user. Teams that prefer not to lock into annual contracts pay significantly more across every tier.
4. Per-User Cost Compounding Across Team Growth
Every new user added to the team multiplies cost across the chosen tier. A 10-user team on Growth at $79 per user pays $790 monthly ($9,480 annually) on yearly billing, before any AI resolution overage refills.
Real-world Text pricing examples
Example 1 - Small support team / low volume
A 3-agent D2C cosmetics support team running live chat and basic email tickets on their Shopify store. They are considering Text Essential to handle customer queries before scaling.
- Essential (yearly): 3 users x $19 = $57/month ($684/year)
- Essential (monthly billing): 3 users x $25 = $75/month ($900/year)
- AI resolution overage at 30 resolutions/month: 1 x $49.50 = $49.50 refill
- Likely monthly cost with one overage on yearly billing: $106.50
A small business customer service starting with Essential typically crosses $1,000 annually once a couple of resolution overages kick in.
Example 2 - Growing support team
A 6-agent mid-market SaaS support team on Growth. They need chat summaries, tag suggestions, advanced reporting, and scaled AI resolutions across email and chat.
- Growth (yearly): 6 users x $79 = $474/month ($5,688/year)
- Growth (monthly billing): 6 users x $99 = $594/month ($7,128/year)
- AI resolution overage at 400 resolutions/month (200 over cap): 4 x $49.50 = $198/month
- Total with overages on yearly billing: $672/month ($8,064/year)
At 6 users on Growth with consistent resolution overages, annual spend crosses $8,000 before Enterprise-only features.
Example 3 - High-volume or rapidly scaling team
A 12-agent SaaS support team on Growth running high-volume marketing-driven traffic. They are also evaluating Enterprise for SLAs, dedicated account management, and security audits.
Cost comparison:
- Growth (yearly): 12 users x $79 = $948/month ($11,376/year)
- Growth with 500 overage resolutions/month: 10 x $49.50 = $495/month
- Combined Growth peak with overages: $1,443/month ($17,316/year)
- Enterprise (custom yearly): typically negotiated above Growth pricing for 50 AI agents and 2,000+ resolutions
At this scale, Growth with consistent overages approaches $17,000 annually. Enterprise quotes for equivalent volume and feature unlock typically start higher with full SLAs and custom dashboards included.
Where does Text pricing fall short as you scale?
Text's pricing looks manageable when teams start with Essential. But the real cost pressure surfaces quickly once AI resolutions are consumed or feature limits are hit.
Teams discover they need chat summaries, tag suggestions, advanced reporting, and higher AI resolution caps. Each tier upgrade compounds per-user cost across the entire seat base.
- AI resolution caps force auto-refill billing - Essential's 10+ resolutions and Growth's 200+ resolutions trigger automatic $49.50 refill charges per 50-pack as teams scale.
- Tier upgrades quadruple per-user cost - Moving from Essential at $19 to Growth at $79 multiplies the per-user cost across every seat, and Enterprise pricing is fully opaque.
- Monthly billing carries up to 24% premium - Teams uncomfortable with annual commitment pay $25 to $99 per user instead of $19 to $79, inflating monthly spend.
For teams that need AI in customer service, ticketing, and predictable scaling under one cost model, QuantumDesk offers a different approach.
How does QuantumDesk approach pricing differently?
QuantumDesk is an AI-native customer service platform where AI resolution, ticketing, omnichannel inbox, and analytics are all built into the core product. AI usage is not capped by per-resolution refill packs that auto-bill in $49.50 increments.
- AI resolution of L1 queries scales without per-resolution refills - Quantum AI handles repetitive queries automatically, with no $49.50 auto-refill billing every time a monthly cap is hit.
- Unified omnichannel inbox replaces tier-gated channel features - Email, chat, WhatsApp, and social run in one workspace, without locking advanced features behind a Growth or Enterprise upgrade.
- Support capacity scales without proportional per-user cost increases - Custom pricing aligns with ticket volume and team stage rather than quadrupling per-user cost on every tier jump.
Teams most commonly evaluate QuantumDesk when Text's AI resolution overages, tier upgrades, and per-user compounding stack faster than expected.
Text vs QuantumDesk - which is the better fit?
Here is how Text and QuantumDesk compare across the criteria that matter most for scaling support teams.
When does Text make sense - and when is QuantumDesk a better choice?
Text makes sense if…
- Your team is chat-first and your primary support channel is real-time conversations on your website rather than email or social.
- You only need one Text product (LiveChat or ChatBot) and do not plan to stack ticketing, knowledge base, or automation on top.
- You prefer modular product purchasing and have budget flexibility to absorb separate per-agent costs across multiple Text subscriptions.
QuantumDesk is a better fit if…
- You need AI that resolves L1 queries autonomously across the full ticket lifecycle, not just reply suggestions inside chat conversations.
- Your team needs email, chat, WhatsApp, and social support in one unified inbox rather than stitched across separate Text products.
- Your support operations require structured ticketing, ownership, and operational visibility that Text's conversation-first dashboard does not provide.
Frequently asked questions about Text pricing
Does Text have hidden costs?
Text's published prices cover each tier per user. But AI resolution caps trigger automatic $49.50 refill charges that quietly inflate the monthly bill.
Teams budgeting for Essential at $19 per user often hit the 10+ resolution cap within days, and each 50-resolution refill auto-bills at $49.50. Add the tier upgrade from Essential to Growth at $79 per user just to access chat summaries and advanced reporting, and the real all-in cost runs significantly higher than the headline Essential rate.
Why is my Text bill higher than expected?
The most common reason is that accessing AI features such as chat summaries, tag suggestions, or advanced reporting required upgrading from Essential to Growth across the entire seat base.
Teams that start on Essential at $19 per user often upgrade to Growth at $79 just to unlock chat summaries and advanced reporting. Add AI resolution overages billed at $49.50 per 50-pack refill and monthly billing premiums, and the total bill can quadruple the initial budget projection. Comparing AI Customer Service Tools before committing can prevent this kind of budget surprise.
Can I predict my monthly cost on Text?
Per-user costs across Essential and Growth are predictable. But AI resolution caps and overage refills create variability that fluctuates with traffic.
Teams running marketing campaigns or seasonal spikes regularly exceed monthly AI resolution caps, and each $49.50 refill pack auto-bills when limits are reached. For any team beyond Essential, requesting an itemized scenario quote that accounts for expected resolution volume is strongly recommended.
When should I switch from Text to QuantumDesk?
The clearest signal is when your total Text bill across tier upgrades, AI resolution refills, and per-user growth exceeds the value received.
Teams also switch when they need AI embedded across the full ticket workflow rather than capped by per-resolution billing, or when their support requirements outgrow what Growth's feature set can handle without paying Enterprise pricing for SLAs and custom dashboards. If your support costs are climbing while ticket volumes grow, reviewing Best Help Desk Software options is a practical next step.
Is QuantumDesk more expensive than Text?
QuantumDesk uses custom, quote-based pricing. A direct per-user comparison with Text's tier-based rates is not the right basis for evaluation.
The better question is total cost for equivalent capability. A team on Text Growth at $79 per user paying repeated $49.50 AI resolution refills is paying for capped automation that QuantumDesk delivers without overage anxiety. Request a scenario-based quote at quantumdesk.ai to compare directly.
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