VirtualText Reviews

As evident from our first look at the platform, VirtualText's intuitive design makes it easy to use and quick to set up.

When exploring VirtualText features, administrators can easily manage the company’s profile, teams, users, AI agents, SMS campaigns, automations, and integrations from a centralized web app.

Users can have two different roles – standard or administrative – and teams can have different categories, including technical support, billing, sales, and customer care. When setting up, the only thing we missed was the ability to create custom team roles.

In addition to customizing each team’s welcome message, the administrator can also set up a custom scheduling link for demos and meetings specific to each team.

After assigning users to a team, you can get the webchat widget running by creating an inbox. You choose the channel type (webchat or SMS), default team, and configure routing settings.

Then, you can copy and paste the provided HTML snippet into the website with the option to preview the widget’s appearance and test it beforehand.

Access to VirtualText's SMS communications requires a mandatory registration with an existing or new phone number, which may take one to five days to process.

To maintain security and trust in two-way business texting, the service is strictly compliant with CTIA guidelines, the Telephone Consumer Protection Act (TCPA), and Canada’s Anti-Spam Legislation (CASL). Therefore, businesses must register their phone numbers for 10DLC texting by providing legal business information and opt-in methods.

From the customer’s perspective, initiating conversations via webchat or SMS requires them to provide a name, email, or phone number. To be contacted via SMS, they must have explicitly opted in to a campaign and have their phone number verified. All chats can be downloaded by the client as Markdown files.

For phone number organization, the platform includes a designated section with information about each contact, including opt-in status, carrier, and assigned marketing campaign. This helps ensure you only message contacts with consent via SMS.

All conversations are accessible from VirtualText's unified webchat and SMS inbox. Messages remain organized in a shared business inbox, organized in threads. All conversations are easily searchable, filterable, and loaded with the necessary context for your team.

Each message includes the user’s location, assigned team, and the timestamp of the most recent contact. What stands out is the sidebar contact panel, which provides an in-depth look at the customer, including phone number, SMS consent status, sentiment, and AI-powered reply suggestions based on the conversation.

Users can seamlessly collaborate when dealing with messages, which includes handing off chats between teammates, taking control of an active chat owned by someone else, claiming unassigned messages, or transferring the chat to a different team.

Plus, if you have an active integration with another system, you can easily forward individual messages too.

Among the best features of VirtualText is its ability to transition from web messages to SMS conversations within the same chat. As a result, the friction often experienced in multi-channel communication is non-existent.

Additionally, each user can add notes to the conversation, which are viewable by all team members. Regardless of the changes applied to users and teams, everything syncs in real time. For example, after assigning a new team to a user, the user will get instant access to that team’s messages.

Staying in the loop with VirtualText's messages is a breeze thanks to its notifications. There’s a dedicated notifications section in the app, and users can choose to be notified by email and even activate browser notifications when the app is closed. Optionally, you can set up quiet hours for all alerts.

To keep team members in touch, the platform includes a backchannel for sharing ideas and information behind the scenes of any customer conversation. This feature isn’t limited to text.

It includes integrated click-to-talk audio support, allowing team members to jump into a quick voice chat to resolve complex issues without leaving the interface.

VirtualText offers extensive features that enhance your webchat and SMS communications, including AI agents, playbooks, sentiment analysis, duplicate contact scanning, AI-generated insights for conversations, and automatic message cleanups.

It also supports automated SMS campaigns for teams seeking greater consistency in outreach and follow-ups.

VirtualText offers automated responses via an AI-powered SMS bot (through AI agents) and webchat agents to help you handle conversations efficiently, regardless of the volume. Its configurations include:

• First name
• Last name
• Avatar
• Model and behavior: general, customer service, technical support, sales, billing, lead generation
• Response style: precise, balanced, conversational, creative
• Personality and messaging: custom greeting message for first contact after the AI agent is activated
• Operating hours
• Contact verification requirement
• Company information
• Team assign

Since most of the setup involves choosing from presets, anyone can do it regardless of skill level. One of the best features of VirtualText is its ability to route conversations through AI-powered triage.

Its criteria include different types of client requests and their emotional status (evaluated based on the conversation). As a result, all conversations include sentiment analysis that’s updated in real time. From the contacts section, you can select conversations based on sentiment – an excellent feature to help you address urgent matters more quickly.

Another highlight is the playbooks feature. VirtualText lets you add playbooks for AI behavior instructions or team operations, and select a role for each. You can choose to auto-generate playbooks based on type and role, generate them from a URL, or upload an existing one via an MD file.

If needed, the platform includes a template to create one from scratch. After uploading playbooks, you get a quality assessment for each one, including a score and recommendations to enhance it.

To make sure that you’re only messaging people within legal limits, VirtualText offers a quarantine section where you can check messages that were automatically deleted based on retention rules.

This includes spam, SMS verification messages awaiting a reply, and messages with expired verification.

Moreover, VirtualText includes a duplicate contact scan to uphold a reliable contact list at all times.

One of VirtualText's most sophisticated tools is Observations. Unlike standard reporting, this AI-driven engine acts as an early-detection system. It reviews both historical and live message data to surface emerging patterns and trends.

This allows businesses to proactively address customer concerns or market shifts before they become larger issues.

VirtualText is available on mobile, but to install it, you must first log in to the platform via the mobile browser.

After logging in for the first time, you’ll receive a prompt to install the app. It allows you to manage conversations, including handing them to a team member or taking them.

Additionally, you can access the contacts list and filter conversations by sentiment analysis. At its core, the mobile app doesn’t replicate all the web app’s bells and whistles, but it still allows teams to follow all communications remotely.

Our tests showed no syncing issues with the main web app.

VirtualText provides API keys for integration with external services and webhooks to create custom workflows for message forwarding.

Fortunately, there’s plenty of documentation on how to use integrations and webhooks readily available in the app, making the integration process more straightforward.

VirtualText's pricing model is straightforward and tier-based, making it easy to compare across plans.

After trying the service via its 14-day free trial, users are automatically subscribed to Connect – the cheapest plan available – for $99 per month.

This plan is a competitive entry point for small teams requiring professional business text messaging capabilities. It supports up to three users with one communication channel, a shared business inbox, AI agents, and one playbook.

As for external integrations, VirtualText offers CRM syncing with Stripe, Shopify and PipeDrive.

If you require broader user support, you can choose Engage for $199 per month. It includes up to 10 users, multiple communication channels, and AI routing.

Crucially, this tier introduces the Click-to-Talk audio support in the backchannel, enabling seamless voice collaboration for your team.

For larger organizations, Workspace costs $299 per month and adds support for twice as many users, enhanced AI agent features, and optional integration with VirtualPBX VoIP.

Users can cancel subscriptions at any time by logging in to their account. All cancellations will take effect at the end of the current paid term.

VirtualText accepts payments via credit cards, Apple Pay, and Google Pay.

Additionally, there are FAQs, a blog, and an YouTube channel with tutorial videos.

To get in touch with an agent, you can call the company using its toll-free or international phone numbers or chat with an agent inside the app using its webchat widget.

Our onboarding experience couldn’t have been better. The VirtualText team clearly explained the platform’s ins and outs, and all our questions were answered promptly.

The online community also rates the company well, giving it an above-average rating on TrustPilot. That aligns with many VirtualText reviews, which highlight a smooth onboarding experience and responsive support.

For example, Eric Steinberg says:

If you want a personalized look at VirtualText, we recommend contacting the company to schedule an onboarding session with an expert who will guide you through the platform.

To keep up with the latest VirtualText updates, you can follow the company on LinkedIn, Facebook, X, Instagram, and YouTube.

In addition to ensuring SMS chat compliance, VirtualText offers automatic replies via custom AI agents, AI-powered message sorting, real-time sentiment analysis, and webhook support for workflow optimization.

The only downsides of VirtualText are the lack of custom team roles and the one to five day SMS number registration wait. Nevertheless, these shouldn’t be a dealbreaker for most businesses.

Since VirtualText offers a 14-day free trial, we recommend starting with that and then deciding whether to cancel or wait for the trial to convert to the Connect plan.