IMsupporting Hybrid Live Chat

IMsupporting Hybrid Live Chat is the game-changing platform that redefines website customer support by seamlessly blending artificial intelligence with human expertise. It's designed for forward-thinking organisations, from agile startups to established enterprises, that want to deliver instant, intelligent, and personal customer service directly on their website. The core value proposition is powerful: automate the routine to empower your team. The platform's AI instantly handles common questions, guides visitors through workflows, and retrieves information, dramatically reducing response times. When a conversation requires a human touch, it intelligently escalates to a live operator with full context, ensuring customers never have to repeat themselves. This hybrid approach isn't just about answering questions faster; it's about converting more visitors, capturing qualified leads, and building superior customer satisfaction—all from a single, powerful widget that integrates in under five minutes. IMsupporting delivers smarter support that scales with your business.

Visual Hybrid Workflow Builder

Ditch rigid scripts and build dynamic chat journeys on an intuitive drag-and-drop canvas. Design smart conversational flows that combine AI triage, conditional routing based on intent or department status, data capture steps, and seamless human handoff. This empowers you to visually create complex support operations for order checks, FAQ routing, or legal intake without any coding, and adapt your flows instantly as business needs evolve.

RAG-Based AI Knowledge Integration

Go beyond generic AI responses. Upload your company documents, help articles, and FAQs to train the platform's AI using Retrieval-Augmented Generation (RAG). This ensures the AI provides accurate, context-aware answers sourced directly from your own content, guaranteeing brand consistency and reliable information for customers, 24/7.

Custom AI Tool & API Integration

Extend your AI's capabilities far beyond chat. Connect custom tools to your CRM, inventory, payment systems, or any API. Enable the AI to perform real-world actions like checking stock levels, processing orders, verifying account details, or creating support tickets automatically, creating powerful end-to-end workflows that resolve issues without human intervention.

Enterprise-Grade Security & Analytics

Operate with confidence using bank-level encryption, GDPR-compliant UK hosting, and advanced threat protection. Alongside robust security, gain deep operational insights with a comprehensive reporting dashboard that tracks chat trends, visitor intelligence, workflow analytics, and operator performance, providing data to continuously optimize your support strategy.

E-commerce & Retail Support

Transform the online shopping experience. AI instantly handles pre-sale questions on sizing and stock, retrieves order statuses, and processes simple returns. For complex issues like damaged goods or special requests, the conversation is smoothly handed off to a human agent with all the customer's history, boosting conversion rates and post-purchase satisfaction simultaneously.

Public Sector & Citizen Contact

Efficiently manage high-volume public inquiries for councils, police digital contact, or government services. Use AI to triage common questions about bin collections, form submissions, or service eligibility, collecting necessary information upfront. Route citizens to the correct department or a human advisor only when required, drastically reducing wait times and operational pressure.

Professional Services Intake

Perfect for law firms, financial advisors, and consultancies. Implement a structured yet conversational intake process where AI qualifies leads, captures initial case details, and schedules consultations based on custom logic. This ensures only well-prepared, high-intent prospects are passed to your experts, maximizing their productivity and improving client onboarding.

Enterprise IT & Customer Support

Scale your helpdesk operations intelligently. Deploy AI as the first line of defense to resolve frequent password resets, FAQ queries, and ticket creation instantly. For complex technical issues, the system escalates to the right specialist team with a full AI-generated summary, slashing resolution times and freeing your human agents for high-value problem-solving.

How quickly can I get IMsupporting live on my website?

You can be up and running in under 5 minutes! The process involves signing up for a free account, customizing your chat widget's appearance to match your brand, and installing a simple snippet of code on your website. No credit card is required to start, and our team offers free integration assistance if needed.

How does the AI handoff to a human agent work?

The handoff is seamless and context-preserving. When a chat triggers a handoff rule (based on complexity, customer request, or workflow design), a live operator is notified and can join the conversation instantly. They see the complete chat history, including everything the AI and customer discussed, so the customer never has to repeat themselves.

Can the AI use my own company documents and knowledge base?

Absolutely. A core feature is our RAG-based AI knowledge integration. You can upload PDFs, help articles, FAQs, and other documents. The AI is trained on this specific content, allowing it to provide accurate, on-brand answers to customer questions by referencing your own trusted sources of information.

Is my customer data secure with IMsupporting?

Yes, security is a top priority. The platform features enterprise-grade security with bank-level encryption for all data in transit and at rest. It is hosted in the UK in GDPR-compliant data centers, and we implement advanced threat protection protocols to ensure your customer data remains secure and private.

IMsupporting offers simple, transparent pricing with no per-conversation charges. Plans are based on the number of concurrent AI agents (simultaneous AI chats) and included human operator seats. All plans include core features like AI-assisted responses, smart suggestions, UK hosting, and mobile app access. For example, the Solo plan starts at £49.99 per month and includes 1 concurrent AI agent, 1 human operator account, 500 AI Processing Units (APUs) per month (approx. 500 AI chats), and email support. You can start with a free trial (no credit card required), request a demo, or explore higher-tier plans for larger teams, and cancel your subscription at any time.