IMsupporting Hybrid Live Chat

IMsupporting Hybrid Live Chat is a sophisticated customer engagement platform that seamlessly integrates artificial intelligence with human support agents. Designed for modern organizations, it enables businesses to deploy a powerful chat widget on their website in under five minutes, providing instant, intelligent, and scalable customer support. The platform's core value proposition lies in its hybrid model, which leverages AI to automate responses to common inquiries, guide users through complex workflows, and intelligently hand off conversations to human operators when nuanced or sensitive intervention is required. This approach is proven to drastically reduce response times, with IMsupporting citing a 260% improvement, while simultaneously improving customer satisfaction and increasing conversion rates through proactive engagement. Ideal for sectors ranging from e-commerce and finance to public services like councils and police digital contact teams, IMsupporting offers enterprise-grade security with UK-hosted, GDPR-compliant data handling. By combining a visual workflow builder, Retrieval-Augmented Generation (RAG) for accurate knowledge responses, and deep integrations, it provides a comprehensive solution for organizations aiming to deliver exceptional, efficient, and secure customer service directly from their digital front door.

Visual Hybrid Workflow Builder

This feature replaces static pre-chat forms with a dynamic, drag-and-drop canvas for designing intelligent conversation paths. Support teams can visually construct workflows incorporating data capture steps, conditional branching logic based on intent or time, AI-powered actions, and seamless handoffs to human operators. This allows for the creation of sophisticated, adaptive support journeys for scenarios like legal intake, finance queries, or technical support without requiring coding expertise, enabling rapid deployment and iteration.

RAG-Based AI Knowledge Assistant

IMsupporting's AI utilizes Retrieval-Augmented Generation (RAG), a cutting-edge technique that grounds responses in your specific company data. By uploading documents, FAQs, and knowledge base articles, the AI can provide highly accurate, context-aware answers drawn directly from your proprietary content. This ensures consistent, reliable, and brand-aligned customer support, reducing AI hallucination and improving first-contact resolution rates for complex informational queries.

Custom AI Tool & API Integration

The platform extends beyond pre-built functions by allowing businesses to connect custom tools to their AI. This enables the chat system to interact directly with internal APIs, CRMs, inventory databases, or payment gateways. Consequently, the AI can perform real-time actions like checking stock levels, retrieving order statuses, verifying account details, or even processing transactions, automating entire complex workflows within a single conversation.

Enterprise Security & Compliance

IMsupporting is built with stringent security protocols, offering bank-level encryption and advanced threat protection for all customer data. Its infrastructure is fully hosted in the UK, providing robust data sovereignty and ensuring compliance with GDPR and other global data protection standards. This makes it a trusted choice for regulated industries like finance, legal, and public sector organizations where data security and privacy are paramount.

E-Commerce Customer Support & Sales

Online retailers use IMsupporting to instantly engage visitors, answer product and shipping FAQs via AI, and capture leads. The AI can check real-time inventory and order status via integrated APIs. For complex issues or high-value sales opportunities, conversations are seamlessly routed to human agents with full context, boosting conversion rates and reducing cart abandonment through immediate, intelligent assistance.

Public Sector & Citizen Services

Government bodies, councils, and police services employ the platform to manage high-volume public inquiries. Automated workflows can triage requests, collect necessary information for service applications, and provide 24/7 answers to common policy questions. Sensitive or complex cases are then efficiently routed to the correct department or human operator, improving access to services while optimizing staff resources.

Legal & Financial Services Intake

Law firms and financial advisors utilize the visual workflow builder to create compliant client intake processes. The chat can securely collect preliminary information, verify identities, schedule consultations, and answer standard procedural questions automatically. This ensures qualified leads are captured efficiently and handed off to professionals with all necessary details, streamlining the onboarding process.

Enterprise IT & Technical Help Desks

Internal IT support teams deploy IMsupporting as a frontline service portal. AI handles common password resets, ticket creation, and FAQ resolution using the company's internal knowledge base. For advanced technical issues, the system routes chats to the appropriate specialist team based on issue type or severity, complete with chat history, ensuring faster resolution times and higher employee satisfaction.

How does the AI handoff to a human agent work?

The handoff is designed to be seamless and context-preserving. Using rules defined in the visual workflow builder—such as specific keywords, customer intent, complexity scoring, or a user request—the AI can instantly transfer the conversation to an available human operator. The entire chat history, including all previous messages and data collected by the AI, is passed on. This ensures the customer never has to repeat themselves, creating a smooth and frustration-free experience.

What is an APU and how many do I need?

An APU (AI Processing Unit) is a consumption metric used by IMsupporting for AI-powered interactions. Each AI response, including automated answers, workflow steps, and knowledge base retrievals, typically consumes one APU. The Solo plan includes 500 APUs per month, which equates to approximately 500 AI-driven chat conversations. Your required APUs depend on your website traffic and automation goals; higher-tier plans offer more APUs for busier sites.

Can I integrate IMsupporting with my existing website and CRM?

Yes, IMsupporting offers extensive integration capabilities. It provides native plugins for major platforms like WordPress, Shopify, WooCommerce, and Drupal. For custom integrations, a full REST API and webhook support are available, allowing you to connect the chat system to your CRM (like Salesforce or HubSpot), helpdesk software, inventory management systems, or any other internal business application to sync data and trigger actions.

Is my customer data secure and compliant with GDPR?

Absolutely. IMsupporting prioritizes enterprise-grade security. All data is encrypted in transit and at rest. The platform is fully hosted in the UK, ensuring data sovereignty and compliance with GDPR regulations. They implement advanced security protocols and threat protection, making it a suitable choice for organizations handling sensitive personal and financial information, as often required in legal, financial, and public sector environments.

IMsupporting offers transparent, tiered pricing based on the number of concurrent AI agents and included features, with no per-conversation charges. All plans include UK hosting, email support, mobile app access, and free integration assistance. The entry-level Solo plan is priced at £49.99 per month and is designed for small businesses, offering 1 concurrent AI agent, 1 human operator seat, 500 APUs per month (~500 AI chats), and core features like AI-assisted responses, smart suggestions, and basic reporting. Higher-tier plans (Team, Business, Enterprise) scale up the number of concurrent AI agents, human operators, and included APUs, while adding advanced features like unlimited workflow publishing, custom SLAs, priority support, and dedicated account management. A free trial is available with no credit card required.