IMsupporting Hybrid Live Chat

IMsupporting Hybrid Live Chat is a sophisticated customer engagement platform engineered to deliver faster, smarter support by seamlessly blending AI automation with human expertise. Designed for organisations of all sizes, from startups to large enterprises, it directly integrates into your website to engage visitors instantly. The core value proposition lies in its intelligent automation-first approach: the AI handles routine inquiries, guides users through complex workflows, and captures data, while seamlessly escalating only the necessary conversations to live human operators. This hybrid model ensures 24/7 availability, dramatically reduces response times, and allows support teams to focus on high-value interactions. Ideal for sectors like finance, legal, e-commerce, and public services, IMsupporting transforms customer support from a reactive cost centre into a proactive conversion and satisfaction engine, all while providing enterprise-grade security and compliance.

Visual Workflow Builder

This drag-and-drop canvas allows teams to design, deploy, and adapt complex chat journeys visually without coding. You can create branching logic for smart routing, set up automated data capture steps, define conditions for AI handoff or operator transfer, and trigger API actions—all within an intuitive interface. This replaces rigid pre-chat forms with dynamic, intelligent conversations that can be updated instantly as business needs evolve.

RAG-Based AI Knowledge Integration

Move beyond generic AI responses by training the system on your specific content. Upload company documents, FAQs, and knowledge base articles. The platform uses Retrieval-Augmented Generation (RAG) to provide accurate, context-aware answers sourced directly from your uploaded materials. This ensures consistent, reliable, and brand-aligned customer support, reducing AI hallucinations and improving first-contact resolution rates.

Custom AI Tool & API Integration

Extend the platform's automation capabilities by connecting it directly to your business systems. Build custom AI tools that interface with your CRM, inventory management, payment gateways, or any other API. This enables the AI to perform complex tasks autonomously, such as checking stock levels, retrieving order statuses, verifying account details, or even processing payments within the chat flow.

Enterprise-Grade Security & Compliance

IMsupporting is built with stringent security protocols, featuring bank-level encryption and advanced threat protection. It offers GDPR-friendly hosting options, with data hosted in the UK, ensuring compliance with global data protection standards. This makes it a trusted choice for regulated industries like finance, legal, and public sector organisations that handle sensitive customer information.

E-Commerce Customer Support & Sales

Automate routine pre-sale questions and post-purchase support to boost conversions and satisfaction. The AI can instantly answer FAQs on shipping and returns, retrieve order details, check product stock, and guide users through checkout. Complex issues are smoothly handed off to a human agent with full context, ensuring a seamless customer journey that reduces cart abandonment and increases sales.

Legal & Financial Services Intake

Streamline client onboarding and initial consultations with structured, compliant workflows. The chat can securely capture client information, assess case or inquiry type through conditional questioning, collect necessary documents, and schedule appointments. This automates the triage process, ensures data is gathered accurately for human experts, and maintains strict compliance with industry regulations.

Public Sector & Council Citizen Contact

Manage high-volume public inquiries efficiently with intelligent routing and 24/7 AI availability. Design workflows to direct citizens to the correct department (e.g., housing, waste, taxes) based on their intent, provide instant answers to common policy questions, and collect service requests. Human agents handle complex cases, improving public service accessibility and operational efficiency.

Enterprise IT & Internal Help Desk

Provide immediate, tier-1 support for employees by automating common IT requests. The AI can guide users through password resets, software installation steps, and FAQ knowledge bases. It can also create and log tickets automatically in your ITSM system via API integration. This frees up IT staff to focus on critical issues, drastically reducing resolution times and improving internal productivity.

IMsupporting offers simple, transparent pricing with no per-conversation charges. Plans are based on the number of concurrent AI agents (simultaneous AI chats) and human operator accounts. All plans include core features like AI-assisted responses, smart suggestions, reporting, and UK hosting. For example, the Solo plan starts at £49.99 per month and includes 1 concurrent AI agent, 1 human operator account, 500 APUs (AI Processing Units) per month (approximately 500 AI chats), and email support. Higher-tier plans offer more concurrent agents, operators, and APUs to scale with your business needs. A free trial is available with no credit card required, and you can cancel anytime.

How quickly can I set up IMsupporting on my website?

You can add the live chat widget to your website and go live in under 5 minutes. The setup involves pasting a small snippet of code into your site's header. For more advanced configurations like custom workflows or knowledge base training, additional setup time is required, but the core functionality is designed for rapid deployment.

How does the AI handoff to a human agent work?

The handoff is seamless and context-preserving. Based on rules defined in your visual workflow—such as specific keywords, user intent, or a customer request—the conversation is automatically routed to an available human operator. The agent receives the complete chat history, so the customer never has to repeat themselves, ensuring a smooth and frustration-free experience.

Can I integrate IMsupporting with my existing CRM or helpdesk?

Yes, the platform offers robust integration capabilities. It provides native plugins for popular platforms like WordPress, Shopify, and WooCommerce, as well as a comprehensive REST API and webhook support for building custom integrations with any business system, including major CRMs, helpdesk software, and internal databases.

Is my customer data secure with IMsupporting?

Absolutely. IMsupporting prioritises security with enterprise-grade measures including bank-level encryption for data in transit and at rest. It offers GDPR-compliant, UK-based hosting options and includes advanced threat protection. The platform is designed to help organisations meet strict compliance requirements for data handling and privacy.