The Best AI Live Chat Software for Business
Grade: B — Score: 75/100
LiveChat® is a powerful customer service software that integrates AI capabilities to streamline communication and improve sales. With features like chatbots and real-time insights, it allows businesses to engage customers effectively and automate routine inquiries.
The platform is designed for ease of use, enabling teams to handle customer messages efficiently while providing instant access to customer information. This seamless workflow enhances the overall customer experience, leading to higher conversion rates and increased sales.
However, businesses must consider potential risks such as over-reliance on automation, which can lead to a lack of personal touch in customer interactions. Balancing AI support with human agents is crucial to maintaining high service standards.
Starter (legacy LiveChat): $19 per person/month billed annually, or $25 per person/month billed monthly, in USD; published on the legacy LiveChat page, but new-account availability is not resolved by its mixed signup paths.
Team (legacy LiveChat): $49 per person/month billed annually, or $59 per person/month billed monthly, in USD; published on the legacy LiveChat page, but new-account availability is not resolved by its mixed signup paths.
Business (legacy LiveChat): $79 per person/month billed annually, or $89 per person/month billed monthly, in USD; published on the legacy LiveChat page, but new-account availability is not resolved by its mixed signup paths.
Enterprise (legacy LiveChat): Custom quote; published on the legacy LiveChat page. Confirm the contracted product and entitlements for a new account.
Consider switching to Zendesk Chat: Zendesk offers a broader suite of customer service tools and integrations.
No. The current main pricing page says Text AI Agent and AI Copilot are part of Text and are not included in legacy LiveChat subscriptions. The separate legacy LiveChat pricing page still advertises a 14-day trial and lists Starter, Team, Business and Enterprise plans, but the general trial CTA and Starter signup link resolve to different product destinations in the currently extracted link targets. The normal rendered browser state and new-account eligibility have not been verified. Confirm the exact product and subscription terms before treating those legacy rates as a new-customer offer.
Yes. LiveChat routing rules can direct chats to selected agent teams, including by visitor page or location. The vendor lists agent groups in the legacy Team, Business and Enterprise plans, so verify account entitlement and routing settings before designing department-specific workflows.
LiveChat distinguishes an Owner, Administrator and Agent. The owner has full control of the license, administrators can manage settings and subscriptions when that permission is enabled, and agents primarily handle chats and access archives and reports within their group. Check group assignments and billing permissions before relying on a role to access all records or change a subscription.
The legacy LiveChat plan comparison lists 60 days of chat history for Starter and unlimited chat history for Team, Business and Enterprise. These are user-facing plan entitlements and should not be interpreted as a promise about underlying retention, backups or deletion timing.
LiveChat lets Team plan and higher accounts download reports as CSV, while raw-data exports are listed for Business and Enterprise. The Chats export is limited to the latest 100,000 records per report, so larger histories require custom date ranges and multiple exports. These documented options do not establish that one file contains every account object and every third-party network record.
LiveChat says data shared with its authorized AI providers is not used to train or improve those providers’ models. Separately, the current Terms of Use incorporate the Data Processing Addendum into the published Agreement, and the DPA permits Text to process Client Data for providing, maintaining and improving services, including analysis such as AI-model training. The current documents therefore distinguish third-party provider training from Text’s own processing; the partner restriction is not a blanket no-training promise. The public materials reviewed do not establish a separate customer-level opt-out from Text’s stated processing, and any customer-specific order or older signed agreement was not reviewed.
Yes. LiveChat documents a Shopify app for adding its chat widget to a store and a Salesforce integration that can create or update leads and contacts and attach chat transcripts. The Salesforce integration requires a Salesforce plan with API access, and the available actions should be checked against the exact integration and account setup.
LiveChat says subscriptions renew automatically at the end of each subscription period until cancelled, and cancellation is requested through support using the in-app chat widget. Suspending or deleting an agent does not automatically lower charges; an owner or administrator with subscription permission must adjust the paid-seat count in Subscription. Check the renewal date and retain the cancellation confirmation.
LiveChat’s legacy product focuses on website conversations, agent routing and chat reporting, while Intercom positions itself as a broader customer-service platform with a shared inbox, ticketing and Fin AI Agent. Intercom’s current model combines per-seat pricing with usage-based Fin charges per outcome, so expected AI volume matters. LiveChat’s legacy pricing page still lists plan rates, but its general trial CTA and Starter signup link point to different product destinations in extracted link targets. New buyers should verify which offer applies rather than assume the legacy rates are definitely available for a new subscription.
LiveChat can integrate with ChatBot.com, a separate no-code bot builder, so the bot can receive conversations first and transfer them to human agents when needed. Under the legacy pay-per-seat model, LiveChat says a connected bot takes a seat. The vendor also documents that the ChatBot.com integration does not work when manual routing is enabled, so confirm that limitation before choosing this setup.