Full customization

Customize the widget to match the look and feel of your brand.  

Web widget

Embed a support widget on your website. Allow customers to request help by submitting a ticket or commencing a conversation with an agent directly from the widget.

Multiple website support

Place your live chat on multiple websites at no additional charge. 

Eye-catcher

Make your chat stand out with eye-catching elements that draw customers in.

File sending

Easily send and receive files while providing customer support.

Pre-chat forms

Gather relevant client information with pre-chat forms to add context and automatically route chats to the right agent. 

Post-chat surveys

Collect feedback and use relevant client insights to improve your processes.

Dedicated phone number

With a dedicated virtual number, you can receive text messages or calls from anyone. Use the same number to send out text messages and make calls. 

International numbers

Ensure foreign customers can get in touch for free or at standard local fees with international phone numbers. 

Toll-free numbers

Make sure clients can contact you at a discounted or zero price with toll-free numbers.

Short numbers

Choose short, five-digit (16 xxx, 17 xxx, 18 xxx)  numbers that your customers will recognize.

Number porting

Keep your existing phone numbers by porting them to Touchpoint.

Cloud phone system

A complete cloud-based call center solution to meet the needs of medium and small businesses. 

Inbound and outbound calls

Make and receive calls directly from Touchpoint without any additional software or service.  

Unlimited (simultaneous) calls

Allow different agents to have multiple calls simultaneously and on the same line.

Personalized greetings & music

Create personalized greetings and play them to callers based on specific situations (outside business hours, on hold, etc.) 

IVR and call routing

Create a multi-level interactive voice response (IVR) menu to guide the caller to the correct department or agent.  

Call queuing

When all agents are busy, Touchpoint automatically arranges all your incoming calls into queues. 

Call recordings

Keep track of every call and quickly check factual information with automated call recording. 

Voice calls forwarding

Forward individual calls according to customer need or configure forwarding for all calls based on particular situations (e.g., out-of-office hours).   

Call transcripts

Call transcripts allow you to save call conversations to a text, which allows a quick overview of the content of the conversation and makes it easily searchable later.  

Missed calls tracking

Immediately follow up on missed calls by defining rules that prompt timely action. 

Block spam calls

Are you receiving spam calls from some numbers? Touchpoint allows you to block incoming calls from these numbers. 

Call notes

Create built-in notes to communicate with context or to prepare better follow-ups with your team – no need to switch tabs.

Put call on hold

Put calls on hold and resume conversations after consulting with colleagues and performing additional research.

Send and receive SMS text messages

Send SMS text messages online to your customers, partners, and staff.  

Send and receive MMS

Send and receive multimedia messages (MMS) directly from the Touchpoint dashboard.

Global SMS coverage

Reach your customers and staff worldwide with access to over 1,000 mobile networks across 150+ countries.

SMS sender ID

Display your company name as the sender of a text message, turning a simple SMS into a powerful branding tool. 

Two-way SMS chat

Send and receive instant text messages and encourage two-way communication with our online SMS chat. 

Long text messages

Include extra details in your texts: Touchpoint supports up to 918 characters in a single SMS. 

Languages and unicode SMS 

Send and receive text messages in any language: English, Arabic, Japanese, Chinese, Russian, or any other language.  

Third-party email integration

Reply from Touchpoint using your own or team email address. 

Multiple mailboxes and domains

When sending an email, you can specify the domain and email address used.  

Touchpoint integrated inbox

Want the convenience of using the @workspacename.touchpoint.com email address without managing an external email account? Send and receive your business emails directly from the Touchpoint dashboard.  

Custom email templates

Personalize communications, save time, and streamline processes using templates that include custom fields.  

Rich-text emails

Send rich-text emails (formatted text, image, file, emoji, etc.). 

Custom email signatures

Use a predefined personal or workspace email signature.

Email attachments

Attach files up to 10MB to your email tickets.

Workflow management

Build ticket workflows and define statuses, automated actions, and more with Touchpoint. 

Automated greetings

Automate ticket welcoming and confirmation messages. 

SLA rules

Define the service levels within which tickets must be handled. Set escalation actions or notifications for each commitment.   

Priorities 

Prioritize your tickets and highlight urgent customer cases to organize your work better. 

Canned responses

Send predefined responses to frequent questions and save your team essential time.

Automated follow-ups

Resolve more tickets by sending automatic reminders and follow-ups to clients after a set number of days.  

Satisfaction surveys

Turn every customer interaction into relevant insights with satisfaction surveys.  

Rich-text responses

Personalize ticket replies with emojis, images, or formatted text.

Internal notes

Exchange helpful info between team members and collaborate on tickets with internal notes.

Custom fields

Add different types of data fields to tickets according to your needs. 

Collision detection

Real-time collision detection for all team members to avoid having multiple agents respond to the same ticket.

File sending

Send and receive files as email attachments directly from the Touchpoint dashboard.  

Undo send

Accidentally sent the wrong reply to a customer? Recall the response immediately after pressing “Send” and add internal annotations for other team members.  

Split tickets

Create separate workflows for each issue within a ticket and assign them to relevant teams.

Merging tickets

Combine two or more similar tickets into one and handle them together.

Signatures

Add your signature to tickets sent from Touchpoint. Define signatures for every agent or at the workspace level.  

Customizable notification templates

Send personalized communications that align with your business needs and company profile. 

Livechat, SMS, Whatsapp, and calls in same messenger

Enable customers to contact you through their preferred channel and use a universal interface to hold conversations over different channels.  

360-degree customer communication overview

Get a complete view of customer interactions and aggregate data from all client touchpoints to provide tailor-fit support. 

Conversation timeline

A detailed overview of the conversation’s messages and other events related to the conversation.  

Advanced chat routing

Set advanced chat routing rules to assign conversations to the right agent, take over a chat, or have multiple agents collaborate on the same conversation.

Chat rating and feedback

Ask customers about their experience automatically after closing a conversation, or manually initiated by an agent. Improve your service based on customer feedback. 

Rich-text messaging

Use emoticons and other text formatting to deliver more human replies to your customers.

Canned responses 

Increase team productivity with pre-written responses to common questions.    

Automatic translations

Touchpoint instantly translates messages received in foreign languages to help you provide seamless support to international clients. XX languages are supported. 

Real-time overview of waiting chats

Get a complete overview of active conversations from a single dashboard. 

Pre-built live dashboard

Get a quick overview of your customer support performance and most common KPIs.  Tailor the dashboard to your specific needs.

User and team performance reporting

Evaluate your team’s performance with custom goals and reports for agents, tickets, and more.

Conversation volume report

See exactly how many tickets your team receives and resolves with real-time reports.

Customizable reports and data exploration

Highlight important data and metrics with custom reports and advanced filters.

Lead management

Track, engage, and qualify new prospective customers. 

Lead assignment and routing

Assign potential customers to available sales reps and streamline your sales processes.

Customizable pipelines

Edit sales pipeline stages according to your company’s needs to better visualize your sales processes and identify roadblocks. 

Multiple pipelines

Create multiple pipelines and link them to specific users, teams, categories, or products.

Calendar view of deals

Gain an overview of your team’s deals in calendar view and estimate how long it will take to close them.

Drag-and-drop board view

Use drag and drop to move deals from one stage to another. 

Contact management

Easily record basic contact information and track customer interactions with your business.  

360-degree contact overview

Access the complete history of your customers’ interactions and personal info from one simple dashboard. 

Organization management

Manage your accounts and partners’ data from a dedicated dashboard to gain a complete overview of their related contacts and activities.

Segment management

Create and update segments automatically based on data points relevant to your business. 

Contact lists management

Create, view, organize, and edit contacts lists. 

Contact import from CSV, XLS

Import hundreds of contacts in a few clicks from any .CSV or .XLS file, remove duplicates, and automatically validate data fields. 

Contacts import from external app

Import contacts from other tools or apps you use daily and sync data between them.

Contacts merge

Merge contacts with similar information to keep your data up-to-date and avoid creating duplicates.

Contacts timeline

Display all customer interactions in chronological order from your contacts timeline.

Contact blocking

Block messages, emails, or calls from spam contacts and focus on serving your customers.

Sales report

Gain more insights into the performance of your sales activities with custom sales reports.

New leads report

Show information about the number, source, and status of new leads. 

Sales forecast report

Based on historical data, estimate how many leads you will convert this week, month, or year. 

Losses report

See exactly how many deals got lost in your sales funnel and at which stages, so you can remove roadblocks.

Activity report

Gain a detailed look at all sales activities that your team has completed over a given period. 

Sales funnel report

Break down your sales performance based on funnel stages to optimize your sales processes. 

Custom reporting

Customize your reports to highlight data that is relevant to your sales team. 

Web-to-lead capture

Generate leads with the prospecting data from your company’s website visitors. 

Sales goals tracking

Track sales goals and activities to improve the performance of your sales team. 

Sales automation

Eliminate repetitive, manual tasks and automate them to allow your sales team to focus on closing more deals.

Tasks and activities

Align your team with shared and individual tasks and activities. 

One-click meeting scheduling

Make it easy for leads, customers, and partners to schedule time with you.  

SMS campaigns

Create, customize, and schedule SMS marketing campaigns from scratch or using templates.

Email campaigns

Design, customize, and schedule email marketing campaigns from scratch or from one of over 1,000 templates.

Unlimited contacts and messages

Pay only for the texts and emails you send, regardless of the number of contacts you have, and send as many campaigns as you want.  

Dynamic audience targeting by segments

Send targeted messages to the right clients with advanced segmentation and dynamic lists.  

Static audience targeting by lists

In addition to dynamic lists, Touchpoint allows you to manage static contact lists, where you can add contacts one by one.  

A/B testing

Create and test multiple variations for your email campaigns, define your success metrics, and choose the winning version.

Message scheduling by time zone

Reach customers when it’s more convenient for them with accurate time-zone scheduling.

Template library

Choose from over 1,000 high-quality email and SMS templates. 

Drag & drop template builder

Use our intuitive template builder to create eye-catching campaigns from scratch, import your HTML, or choose a design from our template library. 

Live preview

Adjust content as you edit with live preview and follow our quick tips to create perfect marketing campaigns.  

Personalization and mail merge

Personalize your campaigns by inserting merge data from your contact lists directly into your emails or texts. 

Conditional content

Increase engagement with content that fits with particular client segments.

Powerful automation builder

Create and set rules for automatic actions with our intuitive workflow builder. Track every automation step and optimize your workflows.

Pre-built automations and journeys

Start with predefined automation workflows that match typical use cases and adapt them to your business’s needs

Multi-channel drip campaigns

Merge multiple communication channels into one drip campaign with our no-code workflow builder. 

Split automations

Define different messaging flows depending on the customer’s profile or previous interactions.  

Campaign triggering

Automatically trigger the sending of email or SMS based on customer interactions, website events, changes made to your lists, and more.  

Real-time performance overview

Get a real-time overview of your campaign performance and adjust your campaign if necessary.

Open- and click-rate tracking 

Track click and open rates for your email marketing campaigns in real time.

GEO tracking

Switch to location-based reporting to see what works best for each region or country.

Custom reporting

Tailor reports to your specific needs and highlight the information that matters most to your team.  

Visual dashboards

Intuitive dashboards that smooth individual, team, and workspace interactions. 

Goal tracking

Keep everyone aligned and committed to shared goals and metrics.   

Internal notes and @-mentioning

Receive automatic notifications and respond faster whenever someone mentions you in tasks, tickets, deals, internal notes, or any related activity.  

Followers

Follow a ticket, contact, organization, deal, or task and receive instant notifications of every action performed on them.

Multiple projects

Manage multiple projects in parallel and have a separate dashboard for each of them.

Tasks and subtasks management

Create and prioritize important tasks and deadlines at the team and individual levels. 

Drag & drop board

Manage tasks on an easy-to-use drag & drop board. To change the status of a task, drag it to the next state. 

Tasks Kanban view

Easily track task statuses, visualize progress, and zoom in on task details using Kanban boards. 

Task calendar view

Check important deadlines and project timelines using the calendar view. 

Tasks list view

Customize your task list view to your needs by adding the fields you want and filtering the tasks that especially interest you.

Tasks automation

Let the automation module perform repetitive predefined tasks, and where user intervention is required, let the automation flow create a task for the right Touchpoint user.

Associate tasks with tickets, chats, deals, campaigns

Link tasks, tickets, deals, and campaigns to improve company-level communication. 

In-app reminders

Use in-app alerts to stay on top of urgent tasks and deadlines. 

Email reminders

Subscribe to receive email notifications for important changes or updates within Touchpoint. 

SMS reminders

Get instant SMS reminders for critical events, tasks, or deadlines in Touchpoint.  

Notifications in Slack

Connect Touchpoint to Slack and receive notifications of selected events in the channel of your choice. 

Flexible management of notifications

Configure custom reminders that are relevant to your work. 

Snooze notifications

If you wish, Touchpoint allows you to snooze in-app notifications for a specified period.

Personal calendar

Add individual events and check associated activities in your personal calendar.

Shared team calendars

Get an overview of team members’ calendars by looking at one or more of their calendar items at a time.  

360 degree activities overview

Bring together all your essential workspace activities: campaigns, deals, deadlines, etc., in a single calendar view.

Flexible filtering

Filter calendar items by event or task type, priority, and assignee. 

Month, week, day view

Zoom in or out in the calendar to see the period that matters to you. 

List view of calendar activities

Get an overview of all the activities on your own and your team’s calendar in an easy-to-follow calendar item list.  

Shared files management

Share and securely organize files with your team or customers from a single dashboard.

Content preview

Easily preview the content of common file formats without downloading or opening them.

Folders and tags

Organize your files by dividing them into folders and adding tags. 

Flexible permission management

Set the access rights to files precisely as needed. Make files available to all users, share files with specific team members, or give access to only a few specific users. 

Access log

Access the complete history of who viewed, shared, or downloaded a specific file. 

Teams management

Organize your users into teams, improve coordination, and ensure that everyone has all the information they need. 

Company microsite

Create a microsite to share important information about your company and contact points.  

Business hours management

Define your business hours to let customers know your support availability and automatically adjust auto-response messages and call voice greetings.

Custom roles & permissions

Define and assign user roles and permissions to suit your organizational structure and security policies.  

Dedicated domain for workspace

When registering a Touchpoint account, you receive a dedicated subdomain for your company workspace: company.touchpoint.com. You can also use @company.touchpoint.com to create email addresses for your team.   

Full-text search over the workspace

Finding relevant information is easy. Search data across Touchpoint modules with intuitive full-text search.

Section specific search

Perform module-specific searches and find relevant tickets, contacts, chats, campaigns, etc. 

Flexible filtering options

Each Touchpoint section has flexible data filtering options to help you find relevant information according to your search criteria.  

Customizable filtered views

Save sets of filters as views, and access them easily from your dashboard. 

Custom fields

Add custom fields to tickets, contacts, organizations, deals, and tasks. 

Bulk actions for chats, tickets, tasks, contacts 

Perform bulk actions on chats, tickets, tasks, or contacts to save time.

Cloning and copying items

Duplicate or clone contact lists, segments, deals, tasks, or other items, and create modified versions based on the information therein.

Tagging

Assign tags to chats, tickets, contacts, lists, and deals to organize your data better.  

Associations

Define associations between tickets, tasks, deals, contacts, organizations, and chats to achieve a 360 overview of your customers and provide contextual support.  

Activity log

View every agent and system activity on the log.

Data export (PDF, CSV, XLSX)

Export complete data lists and detailed data views (e.g., the content of a single ticket or chat) to Excel, CSV, or PDF.  

Data import

Import your contacts and leads with unlimited custom fields using Excel and .CSV files.

Migration from other CRMs

Migrate data from popular platforms, such as SalesForce, Pipedrive, Zendesk, Hubspot, Intercom, etc. Please get in touch with us if you are using any other platform, and we will outline your data import options. 

File and data storage

Secure and reliable data storage for up to 2GB per user. 

24/7/365 Data backup

In the unlikely event of a problem with one of our secure servers, none of your data will be lost, and your business will not be affected.  

Secure billing & payments

Touchpoint does not store credit or debit card details on the website. A third-party, PCI-compliant payment gateway securely stores all payment data.  

Regional data hosting

Control your data storage location – choose your preferred data center location. 

Dedicated instance

On special request, we allow enterprise customers to use an isolated, dedicated Touchpoint instance, which means separate virtual servers and a client-based custom configuration. 

Simple API for integrations

Pull and feed various data to your Touchpoint via the REST API, which allows for creating custom integrations.  

Zapier

Connect Touchpoint with 2,000+ apps using Zapier.  

Google Meet

Seamlessly integrate Google Meet into Touchpoint. 

Gmail

Connect one or more Gmail business accounts to Touchpoint. 

Slack

Communicate with your team, organize huddles, and send notifications directly to your preferred channels.  

Zoom

Have meetings directly from your sales dashboard by connecting to Zoom. 

MS Teams

Communicate with prospects or clients and organize meetings via MS Teams. 

MS Exchange

Connect your Microsoft Exchange mailbox to Touchpoint. 

Jira

Unify your support and engineering teams by forwarding tickets to Jira.  

TeamViewer

Create and join remote support sessions with your customers.   

2-factor authentication (2FA)

Improve your security using Google authenticator or mobile 2-step verification when logging in.  

Log in with Google or Microsoft

Easily manage user authentication using your Google or Microsoft Account to access Touchpoint. 

Single Sign-On (SSO)

Touchpoint supports enterprise-grade or cloud SSO solutions (based on SAML 2.0). 

Access restriction

You can restrict access to your Touchpoint instance to a limited number of IPs.  

256-bit SSL secure connection

Keep your data safe with the SSL encryption protocol. 

Custom security policies

Apply safety measures that align with your organization’s security policies (Force 2FA, location-based restrictions on logins, define session length, etc.).

Security dashboard

Get a complete overview of all critical security events related to the workspace – see all login attempts, repeated password attempts, etc.  

Build-in anti spam protection

Protect your Touchpoint inbox from spam or malware with advanced security filters.

Security alerts

Receive prompt alerts of potential security events to minimize risk.  

Audit logs

Keep track of all changes made in the settings and data. 

GDPR compliance

Touchpoint has dedicated considerable resources to fully complying with the EU data protection requirements set forth by the General Data Protection Regulation (“GDPR”)

SOC2 compliance

Textmagic is SOC 2 Type II certified. This confirms that our company information security practices, policies, procedures, and operations meet the highest security standard.

Chat support

Contact the Touchpoint support team via live chat and get your problem solved in minutes.  

Email support

Do you prefer to communicate with customer support by email? Contact us at [email protected], and we’ll find a solution to your problem. 

Phone support

You want to talk to customer support instead of writing. Call us! 

Touchpoint help center

Online self-serve resources to help you successfully set up and efficiently use Touchpoint.

Webinars

Join our quarterly webinars to be the first to find out about new product features and to learn how to use Touchpoint better. 

Tutorial videos

Check out our short video tutorials to quickly onboard Touchpoint and learn how to use every feature.  

Dedicated account manager

Our dedicated account managers will help you personalize your Touchpoint experience, receive support from a single point of contact, and learn how to take full advantage of our software.

Dedicated customization

Want to customize Touchpoint to your specific needs? Contact us, and our product team will analyze your request and develop possible solutions.