The Settings panel in the Text app is your command center for configuring communication channels, customizing your website widget, managing ticket and chat workflows, and tightening security. Whether you're getting started or fine-tuning your setup, everything you need is just a few clicks away.
Settings are grouped into clear sections to help you quickly locate and manage features based on their purpose: Channels, Website Widget, Chatting, Ticketing, and Security.
Channels
The Channels section lets you connect your Text app to multiple platforms so you can meet customers where they are. You’ll find this under Settings > Channels.
Here you can enable and manage:
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Website widget – Add a real-time chat widget to your website. Perfect for assisting visitors live as they browse your pages.
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Email – Convert incoming emails into tickets, making it easy to track and respond to support requests.
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Website contact form – Customize and embed a contact form on your site to funnel inquiries directly into the app.
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Apple Messages for Business (available from Business plan in LiveChat) – Engage with Apple users through Apple’s messaging service.
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Facebook Messenger – Allow customers to reach you through your Facebook Business Page.
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Chat page – Use a dedicated, hosted chat page that requires no website integration—ideal for standalone support portals.
Tip: Adding multiple channels ensures customers can always reach you via their preferred platform.
Website Widget
The Website widget configuration panel is available under Settings > Website widget. This section gives you full control over how the widget appears and behaves on your site.
You can customize:
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Customization – Match the widget’s color, theme, and branding to your website’s style for a consistent experience.
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Language – Choose the default widget and contextual messages language.
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Availability – Decide on your availability mode and when your users can chat with you..
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Welcome screen – Craft a custom greeting or message that appears before visitors start a conversation.
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Pre-chat form – Collect visitor details or intent before starting a chat. Helpful for routing or prioritizing requests.
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Email request – Ask for the visitor's email during a conversation to ensure follow-up is possible.
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Post-chat form – Gather feedback or additional context once a chat ends.
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Ticket form – Enable a form to collect messages when agents are unavailable—these will be converted into tickets for follow-up.
Use case: A travel agency might use the pre-chat form to ask if the visitor is booking a flight or hotel, streamlining assignment to the right team.
Chatting
In Settings > Chatting, you can automate, organize, and streamline how live chats are handled by your team.
Available features include:
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Chat assignment – Automatically route incoming chats to available agents based on load balancing or custom rules.
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Transcript forwarding – Receive a chat transcript directly to the selected email(s) after the conversation ends.
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File sharing – Enable or manage the ability to send and receive files in chat, such as screenshots or documents.
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Inactivity timeouts – Automatically close chat sessions after a set period of visitor or agent inactivity. Helps keep your chat queue clean and manageable.
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Chat tags – Organize chats with searchable labels like “Billing,” “Urgent,” or “Feature Request.” Great for analytics and routing.
Note: Chat tags can be created and managed directly from this panel. Use them consistently across your team to improve tracking and reporting.
Ticketing
The Ticketing settings, found under Settings > Ticketing, allow you to structure how support requests are handled within your workspace.
This section includes:
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Email templates – Customize the appearance and tone of outgoing messages, such as ticket confirmations or agent replies.
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Email notifications – Set who gets notified and when. Stay on top of ticket updates without checking the inbox constantly.
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API and webhooks – Automatically generate tickets from third-party systems or trigger actions when specific events occur.
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Ticket tags – Similar to chat tags, these help categorize tickets for better workflow management and reporting.
Common tags: “Bug,” “Premium user,” “Shipping delay.” Use filters in the Inbox to sort or prioritize based on tags.
Security
Protect your communications and customer data with options under Settings > Security. Here you can:
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Trusted domains – Restrict your website widget to appear only on approved domains. This ensures it’s not misused or embedded elsewhere without permission.
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Credit card masking – Automatically detect and hide card numbers in chat messages and transcripts to protect sensitive information.
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Spam – Prevent spam situations. Manage email addresses or email domains using trusted and blocked lists.
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Banned IP addresses – Block specific IPs from accessing your chat widget, useful for repeat abusers or bots.
Security tip: Combine trusted domains and banned IPs to maintain a clean and secure communication environment.
Coming Soon: Unified Settings in Text
Some settings may currently redirect you to interfaces from previous tools like LiveChat or HelpDesk. These are legacy configurations being phased out. We’re actively working to bring all settings into a fully unified experience within the Text app.
Stay tuned! A streamlined Settings layout is coming soon, designed for clarity and consistency across all channels and features.