IMsupporting Hybrid Live Chat

IMsupporting Hybrid Live Chat is a cutting-edge customer support platform engineered for speed and efficiency. It seamlessly merges powerful AI automation with real human agents directly on your website. The core mission is to eliminate customer wait times and operational bottlenecks. The AI instantly handles routine inquiries like FAQs, order status checks, and password resets, achieving resolution in seconds. When a conversation requires a personal touch or complex problem-solving, it is intelligently and instantly routed to the most suitable human operator without the customer having to repeat themselves. This hybrid model is designed for organisations of all sizes, from startups to large enterprises and public sector bodies, who demand faster response times, higher customer satisfaction scores, and increased conversion rates. By engaging visitors the moment they land on your site, IMsupporting transforms passive browsing into active support and sales opportunities, all while reducing the repetitive workload on your human team.

Visual Hybrid Workflow Builder

Design and deploy sophisticated chat journeys in minutes, not days, using an intuitive drag-and-drop canvas. Replace static forms with dynamic, branching conversations that capture data, answer questions, and route chats based on intent, department status, or custom conditions. Trigger AI actions, API calls, or seamless handoffs to human agents within a single, visual flow, allowing for rapid adaptation to any support scenario.

RAG-Powered AI Knowledge Base

Go beyond generic AI responses. Upload your company documents, FAQs, and knowledge base to train the AI using Retrieval-Augmented Generation (RAG). This ensures the AI provides lightning-fast, accurate, and context-aware answers pulled directly from your own content, guaranteeing brand consistency and reliable information for every customer query.

Custom AI Tool & API Integration

Supercharge your AI's capabilities by connecting it directly to your business systems. Build custom tools that allow the AI to execute real-time actions like checking CRM records, verifying inventory, processing payments, or creating support tickets via API. This turns your chat widget into a powerful automation hub that can complete complex workflows end-to-end without human intervention.

Enterprise-Grade Security & Analytics

Operate with confidence using bank-level encryption, GDPR-compliant UK hosting, and advanced threat protection. Monitor performance in real-time with a comprehensive dashboard that delivers instant insights into chat trends, visitor intelligence, workflow analytics, and operator efficiency, enabling data-driven decisions to continuously optimize support speed.

E-commerce & Retail Support

Deploy AI to instantly answer product questions, check stock levels, and retrieve order status 24/7. For complex issues like returns or complaints, the system instantly escalates to a live agent with full context, slashing response times and preventing cart abandonment by keeping shoppers engaged and supported throughout their journey.

Public Sector & Citizen Contact

Manage high-volume public inquiries efficiently. AI can triage common questions about services, forms, and deadlines, while intelligent routing directs citizens to the correct department based on need. This ensures fast access to information and frees human operators to handle sensitive or complex cases that require personal attention.

Legal & Financial Services Intake

Streamline client onboarding and initial consultations. Use visual workflows to securely capture case details, check availability, and schedule appointments automatically. The AI handles initial FAQ screening, ensuring only qualified leads are passed to professionals, optimizing their time and accelerating the client intake process.

Enterprise IT & Customer Helpdesk

Provide immediate first-line support for employees or customers. AI resolves common password resets and FAQ queries instantly. For technical issues, it can automatically gather system information and create a pre-populated ticket before handing off to a human technician, drastically reducing mean time to resolution (MTTR).

How quickly can I set up IMsupporting on my website?

You can add live chat to your website in under 5 minutes. The process involves a simple snippet installation or using a plugin for platforms like WordPress or Shopify. The intuitive workflow builder lets you design and launch automated chat journeys rapidly, with free integration assistance available if needed.

How does the AI handoff to a human agent work?

The handoff is seamless and instantaneous. When a chat meets predefined conditions for escalation, a human operator is notified and can join the conversation immediately. The full chat history, including everything the AI has discussed and learned, is transferred automatically, so the customer never has to repeat themselves.

Can the AI use my own company documents and data?

Absolutely. The RAG-based AI system allows you to upload your PDFs, help articles, and FAQs. The AI then uses this specific knowledge to generate accurate, on-brand responses, ensuring customers get reliable information tailored directly to your products, services, and policies.

Is my customer data secure with IMsupporting?

Yes. IMsupporting prioritizes enterprise-grade security with bank-level encryption for data in transit and at rest. The platform is hosted in the UK in compliance with GDPR, and offers advanced security features to ensure all customer interactions and data are protected to the highest standards.

IMsupporting offers simple, transparent monthly pricing with no per-conversation charges. Plans are based on the number of concurrent AI agents and human operators. The entry-level Solo plan is priced at £49.99 per month and includes 1 concurrent AI agent, 1 human operator account, AI-assisted responses, 500 AI Processing Units (APUs) per month, UK hosting, and full platform access. All plans include features like the visual workflow builder, document upload for AI training, mobile app access, and email support. You can start with a free trial and cancel anytime.