Text App vs LiveChat: The Smart Way to Combine AI & Human Support
The real question isn't "Should I use AI or humans?" It's "Which conversations should AI handle, and which need a person?" The most profitable Shopify stores use a hybrid model.
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David Chen
E-commerce Operations Consultant
David has helped over 150 Shopify stores implement hybrid support systems. He specializes in balancing AI automation with human touch to maximize both efficiency and customer satisfaction.
What AI (Text App) Does Better Than Humans
A. Instant Answers to Repetitive Questions
AI wins when questions are: shipping time, return policy, product availability, size guides, order status.
Why AI is superior here:
Result: Up to 70% of tickets never reach humans.
B. Sales Assistance at Scale
Text App can recommend products, compare variants, show reviews, apply discounts, and recover abandoned carts.
Why AI is superior here:
Result: Humans can't manually do this for 200 visitors at once — AI can.
C. Proactive Engagement
AI can trigger messages based on time on page, cart value, exit intent, and returning visitor status.
Why AI is superior here:
Result: A human agent cannot monitor behavior this precisely.
Where Humans (LiveChat) Still Win
Emotional or Complex Situations
- Refund negotiations
- Angry customers
- Custom orders
- B2B bulk deals
High-Ticket Products
- Electronics ($500+)
- Luxury goods
- Customized items
- Enterprise solutions
Brand Relationship
- Building loyalty
- Showing empathy
- Long-term trust
- VIP customers
The Perfect Hybrid Flow for Shopify
AI First (Text App)
Text AppAI handles:
Smart Escalation
RoutingTransfer to human when:
Human Closes the Deal
LiveChatAgent receives:
Real Ecommerce Examples
Scenario 1 – Size Question
🤖 AI HandlesCustomer:
"Does this fit true to size?"
Solution: Text App answers instantly with size guide
✓ SALE
Scenario 2 – Refund Request
👤 Human HandlesCustomer:
"I want my money back, this arrived late."
Solution: AI detects negative sentiment → escalates to LiveChat human
✓ Human resolves with empathy
Scenario 3 – Abandoned Cart
🤖 AI HandlesCustomer:
Customer leaves with items in cart
Solution: AI sends: "Need help completing your order?" Customer asks about delivery → AI answers
✓ Checkout completed
How to Implement in 30 Minutes
Install Text App on Shopify
- Connect store
- Import FAQs
- Enable proactive triggers
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Add LiveChat as Human Backup
- Set routing rules
- Receive escalations
- Mobile app for agents
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Set These 3 Rules
- AI answers first
- Escalate on negativity
- Escalate on high cart value
What Merchants Say About AI + Human Support
★★★★★ 4.6/5 LiveChat • 35,000+ Text App users
"LiveChat is a positive addition to our eCommerce store, helping with maximising sales and customer satisfaction."
— UpDown Desk (Australia)
"Text App's AI handles 80% of inquiries automatically. Our team can focus on complex sales."
— Electronics Store Owner
"Great app that works out of the box. Allows our CX team to handle multiple chats at once."
— Flooring 4 Less Online (USA)
"The combination of AI + human support is perfect for our high-ticket items."
— Luxury Goods Retailer
Frequently Asked Questions
The Winning Model – Quick Reference
| Need | Best Tool |
|---|---|
| 24/7 answers | Text App |
| Abandoned cart | Text App |
| FAQ & tracking | Text App |
| Complaints | LiveChat |
| Big orders | LiveChat |
| Custom requests | LiveChat |
Let AI handle 80% → humans close the 20% that matter most.
Start the Hybrid Setup
The most successful Shopify stores don't choose between AI and humans — they use both strategically. Start with AI automation for speed and scale, then add human support for the conversations that truly matter.
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