TWT Chat Review 2026
AI omnichannel customer service · live chat, tickets, calls and remote help
TWT Chat is the customer service product on the TWT platform, short for Talk, Work and Thrive, and the site sums it up as one platform for all customer service. A website widget, ticket and conversation management, group chat, voice and video calls and remote assistance all live in the same agent workspace, which is a wider spread than most live chat tools attempt. Two AI layers sit on top of it: Autopilot answers customers directly and hands off to a person, while Copilot works beside the agent with suggested replies, summaries and translation. Conversations are unlimited on every plan including Free, so the bill follows headcount rather than traffic.
The platform is run by HIGHSOON PTE. LTD. in Singapore and sits alongside four sibling products: Link for privately deployed enterprise messaging, Community for membership groups, Domins for domain registration and Mail for business email. The interface ships in English, simplified Chinese and traditional Chinese, and two-way translation covers 100+ languages for everything in between.
What TWT Chat gives a support team
Widget live in minutes
The website plugin installs with an HTML snippet, and the site puts deployment of the website code at around three minutes. A standalone chat page and custom chat links cover everything that sits outside your site.
One agent workspace
Live sessions, conversation transfer, multi-agent collaboration, shared quick replies with bulk import of up to 500 entries, follow-up management and conversation ratings in a single view.
Unlimited conversations
Every tier including Free carries unlimited conversations and chats. Seats are what you pay for, so a busy month costs the same as a quiet one.
Autopilot reception
Automated reception and replies with human handoff, automatic conversation closure and reporting on resolution rate, handoff and overall service.
Copilot for agents
Suggested replies, conversation summaries, text refinement, message translation, write-and-translate and knowledge tips surfaced next to the reply box.
Two-way translation
Visitor messages and agent replies translate in real time with two-way switching, and the help centre puts the coverage at 100+ languages.
Calls and remote help
Voice and video calls, screen sharing with live annotation and online file transfer, so a stuck customer can be walked through the screen rather than described to.
Visitor context
Visited pages and journey, visit duration, IP and location, operating system and browser, plus notes, tags and advanced filters on every customer record.
Every channel into one inbox
The website widget is the starting point, and from there the inbox reaches out to the places customers already are. Widget count scales with the plan:one on Free, ten on Basic, unlimited on Pro. Email and a Telegram bot arrive with Basic, and the wider social set arrives with Pro, where Telegram also extends to multiple accounts.
Autopilot and Copilot: two AI layers
Autopilot faces the customer
Automated reception and auto-reply, handoff to a person at the right moment, automatic closure once an issue is settled, and reporting that breaks out resolution rate, handoff behaviour and overall service quality. Workflow orchestration and advanced assignment rules decide who picks up what.
Copilot faces the agent
Suggested replies, conversation summaries, text enhancement and speech optimisation, message translation, write-and-translate and knowledge tips. Closed conversations get AI-generated summaries and FAQs, and AI conversation titles are available on every tier.
The knowledge base behind both
Both layers draw on the same knowledge base, built from an FAQ set, articles and documents, uploaded files and crawled pages from your own site. TWT describes the combination of deep-learning knowledge base and Copilot assistant as freeing up around 80 percent of support effort, and recent releases added an Autopilot safe-response fallback for sensitive information plus a visible entry point to a live agent inside the visitor chat window.
Remote help, calls and language coverage
See the screen, not a description
Remote assistance carries screen sharing with live annotation, so an agent can draw on the customer view while talking them through it. Voice calls, video calls and online file transfer round out the same session, which is unusual for a tool that starts life as a chat widget.
Translation that runs both ways
Incoming messages and outgoing replies translate automatically, with two-way switching so an agent can see both the original and the rendering. Brand names can be set per language and shown accordingly on the visitor side, which keeps a localised storefront consistent right into the chat window.
Plans and pricing
Billing is per agent seat, and the site is direct about what that means: unlimited conversations, no pay-per-use and no surge fees, so growth in volume does not move the invoice. Free stays free for a single seat and can be used long term.
Free
- 1 agent seat, unlimited conversations and chats
- Website plugin with HTML installation, 1 widget
- Conversation, visitor, customer and record management
- AI-generated conversation titles
- Proactive chats and conversation invitations
- Web workspace plus desktop and mobile apps
- 30-day record and chat retention, 10 MB file transfer
- Help centre, live chat and email support
Basic
- Everything in Free, priced per seat as the team grows
- Conversation transfer, team collaboration and group chat
- FAQ, document and web-page knowledge bases
- Hide TWT branding, pre-chat forms, conversation ratings
- Copilot summaries, suggested replies, refinement and translation
- Standalone chat page, app SDK, email and Telegram, custom domain
- Proactive marketing, broadcasts and analytics reports
- 1-year retention, 100 MB file transfer, priority support
Pro
- Everything in Basic plus the full Autopilot layer
- Automated workflows and advanced assignment routing
- WhatsApp, Messenger, Instagram, LINE, Slack, VKontakte, YouTube, TikTok
- Audio and video calls plus remote assistance
- Custom roles, Open API, webhooks, third-party integrations
- Unlimited website widgets, long-term record retention
- 500 MB file transfer and channel integration guidance
- Engineering support and a dedicated account manager
Trial, discount and billing
Every new project opens with a 14-day trial of the full Pro feature set, and the site is clear that no credit card is needed to start. When the trial ends you either subscribe or move down to Free. The promo code TWTCHAT007 takes 20 percent off and goes into the coupon field at the payment step.
Payments run through third-party payment providers, so TWT does not hold full card numbers or CVV codes. Checkout shows the payment method, the order summary and the amount payable, subscriptions renew by cycle with auto-renewal disclosed on the confirmation page, and prices exclude applicable taxes. Auto-renewal can be switched off in account settings or through support at any time, and cancellation takes effect at the end of the cycle you have already paid for.
Reseller and affiliate programme
A separate reseller track is open to technology service providers, digital marketing, SEO and social agencies, web build and Shopify shops, content creators and community owners. Three tiers are published.
Basic
Exclusive promotional link, promotional material, order source tracking, earnings records and payout applications.
Advanced
Custom domain, custom brand and logo, exclusive coupon codes and custom sales pricing, on top of everything in Basic.
Strategic
Dedicated account manager and API access, custom brand support, joint channel campaigns, priority support and a bespoke cooperation policy.
Apps, security and developer surface
Where agents work
Everything syncs in real time across devices, and the PWA option puts the workspace on a desktop without an install. A custom domain can be configured so the widget and the chat page reach visitors under your own name.
Control and compliance
Preset admin and agent roles sit next to custom role permissions and advanced permission management, with a blocklist, sensitive-word filtering and trusted domains on the visitor side. Transfer is HTTPS and SSL encrypted, the platform states that it follows GDPR data-protection principles and Singapore PDPA obligations, its security compliance system is built to the ISO 27001 standard, and enterprises keep ownership and control of their own data.
For developers there is an Open API, webhooks, third-party system integration, an app SDK, developer docs and a public product-updates changelog kept current through August 2026.
Who it suits
SaaS and B2B teams
Remote assistance with screen sharing and voice, live markers on the customer screen and Copilot suggestions, with support and internal collaboration in the same workspace.
E-commerce and D2C brands
Quick replies and live chat cut waiting time, built-in auto-translation serves buyers in their own language, and post-sale group chats keep orders traceable through peaks.
Education and course teams
Screen sharing turns a complicated process into visualised steps with live markers, while Copilot standardises the answers to the questions every cohort asks.
Financial and investment teams
Encrypted chat and remote help for sensitive exchanges, centralised inquiry management, and group chat when a client issue needs more than one specialist.
Smaller teams are an explicit target too, and the platform is positioned as simple enough that a handful of people can serve customers without a dedicated support operation behind them.
Support reaches you, PROXIES.SX reaches your markets
Teams that run TWT Chat are usually selling across borders, which is exactly where a mobile proxy network earns its place. The support desk answers in the buyer language; the network decides which country the page was loaded from. Put the two together and you can check what a customer in a given market actually sees before they ask about it.
TWT handles
The conversation layer: widget, inbox, tickets, calls, remote assistance, translation and the AI that triages it all before an agent looks.
PROXIES.SX handles
The network layer: real 4G/5G mobile IPs across 90+ countries, so QA can open the widget, the chat page and the localised storefront from the market being served.
The same pool sits behind the social accounts that feed the TWT inbox. Instagram, TikTok Business, WhatsApp and Messenger all judge where a session comes from, and carrier IPs keep those accounts on steady ground while the conversations they generate land in one workspace.
See PROXIES.SX pricing →The short version
TWT Chat covers more ground than a chat widget usually does. Screen sharing with live markers, voice and video, an agent-side Copilot and a customer-side Autopilot, and translation running in both directions add up to a support desk that can handle a technical problem and a language gap in the same conversation. Unlimited conversations on every tier make the cost predictable as volume climbs.
A 14-day Pro trial with no card up front is the natural way in, and the Free edition stays available afterwards if the team is small. Teams selling internationally get the most out of it, and pairing it with PROXIES.SX 4G/5G mobile proxies means the markets you support are also the markets you can see from.
Explore TWT →Frequently asked questions
What is TWT Chat?
The customer service product on the TWT platform, operated by HIGHSOON PTE. LTD. in Singapore. It brings a website live chat widget, conversation and ticket management, group chat, voice and video calls and remote assistance with screen sharing into one agent workspace, next to sibling products Link, Community, Domins and Mail.
How much does it cost?
Per agent seat with unlimited conversations on every tier. Free is $0 for one seat, Basic is $6.9 per agent a month billed yearly or $9.9 monthly, and Pro is $12.9 per agent a month billed yearly or $19.9 monthly. The code TWTCHAT007 takes 20 percent off at the payment step.
Is there a free trial?
Yes. Every new project opens with a 14-day trial of the full Pro feature set and no credit card is required to start. Afterwards you can subscribe or move to the Free edition, which is usable long term.
Which channels can it connect?
Website widgets, a standalone chat page and custom chat links, an app SDK, email and Telegram bots, and on Pro also WhatsApp API, Facebook Messenger, Instagram, LINE, Slack, VKontakte, YouTube comments and TikTok Business accounts.
How does it pair with PROXIES.SX mobile proxies?
TWT Chat runs the support layer for teams selling across borders, and PROXIES.SX supplies 4G/5G mobile IPs in the markets they sell into. Support and QA can load the widget, the chat page and the localised storefront from a real carrier IP in each country, and the same pool backs the social accounts that feed the inbox.
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PROXIES.SX may earn a commission from partner links on this page. Features, plans and terms change over time, so confirm the current details with TWT directly.