Welcome to the VirtualText guide page! Here you’ll find all documentation from the admin and user side. Feel free to reach out to our Experience Team with any further questions you may have with our contact information below. Hours: Monday through Friday - 6am to 5pm PST
<aside> 📞
Toll-Free: 1 (888) 825-0800, Opt 4
International: 1 (408) 414-7646, Opt 4
Text: 1 (925) 885-8398
</aside>
Local and Toll-Free Phone Number SMS Registration
| Feature Name | Definition |
|---|---|
| AI Agent | Always-on AI handles website chats 24/7—answers questions, qualifies leads, collects info, hands off to team with full context. |
| API Integration | Connect your Business API with VirtualText to automate workflows or sync customer data (review) |
| Collaboration | Allows you to see internal transfers, notes, and ownership of conversations so you know who owns the issue and what the customer needs. |
| Contact Syncing | A feature that takes all contacts with the same name/contact/email and merges them together to keep things concise (review) |
| Control Panel | VirtualText settings page, where you can adjust all things relating to your VirtualText account including Playbooks, AI agents, and teams. |
| Conversation | In VirtualText a conversation is an individual messaging thread in the shared inbox. It combines webchat, SMS/MMS from customers, AI responses, and team replies |
| Forward to Integration | The ability to forward information to your chosen integration (Need review) |
| Message History | A history of the messages that were previously sent to and from customers so you can verify what steps were already taken and what still needs to be done. |
| Notes | Notes are messages left by users that are not visible to the customer. |
| Number Sharing | Shares access to your VirtualText number with other VirtualText users, so you can all see messages and reply to texts to the same number |
| Observations | Observations are AI notes on conversations offering suggestions on missed opportunities or potential improvements. |
| Playbook | Documentation that your AI Agent is programmed to pull from for responses. |
| Quarantine | Customers who have signed in with their phone number but have not finished consenting to SMS (i.e. ‘Reply with YES and your name to continue’) will stay in the ‘Quarantine’ channel until they have finished consenting |
| Sentiment | Analysis of the customer’s current level of satisfaction based on their conversational style |
| Shared Inbox | A shared inbox is a single place where your team can see and manage all customer conversations—SMS, MMS, and webchat. |
| Simple Registration | Guessing this is just an easy, walked-through registration for VirtualText. (Review) |
| SMS Chat | Chat designed for texting support - allows you to send a text message directly to the customer |
| SMS / MMS | The ability to send text messages (SMS) or media (MMS) |
| Teams | Teams are labels or tags you can give to users of VirtualText, designating which conversations they are able to see and interact with. |
| Web Chat | Chat specifically designed for customers to reach out via a web browser - mainly implemented on your website for support and sales questions |
| Webhooks | A webhook is a method for one application to provide other applications with real-time information, acting as an automatic, event-driven notification system. |