IMsupporting Hybrid Live Chat

IMsupporting Hybrid Live Chat is a powerful, collaborative platform designed to unify AI automation with human expertise, creating a seamless support experience directly on your website. It's built for teams and organisations that understand exceptional customer service is a joint effort between intelligent technology and skilled agents. The platform empowers businesses to engage visitors instantly, providing faster, smarter support that drives satisfaction and conversions. By combining AI-powered automated responses and workflows with intelligent routing to live human operators, IMsupporting ensures no query goes unanswered and complex issues receive the personal touch they require. It's ideal for support teams across sectors like finance, legal, hospitality, and public services, offering a scalable solution that grows with your operational needs. The core value proposition lies in its synergy: reducing response times by 260% while maintaining the quality and empathy of human connection, all managed through an intuitive, team-oriented dashboard.

Visual Workflow Builder

This collaborative tool allows your entire team to design and deploy sophisticated chat journeys visually. Using a drag-and-drop canvas, you can create flexible workflows with branching logic that combine AI triage, data capture steps, and conditional routing to human operators. It replaces rigid scripts, enabling teams to adapt quickly to new support scenarios and compliance requirements, ensuring everyone works from the same efficient playbook.

Hybrid AI-Human Mode

This feature fosters perfect teamwork between automation and your support staff. The AI handles routine FAQs and tasks like password resets or order checks, while seamlessly alerting and transferring context-rich conversations to human agents for complex issues. Full chat history is transferred during handoff, so customers never repeat themselves, creating a smooth, cooperative support experience that leverages the strengths of both AI and your team.

RAG-Based AI Knowledge Integration

Enhance your team's capabilities by uploading company documents, FAQs, and knowledge bases. The AI uses Retrieval-Augmented Generation (RAG) to provide accurate, context-aware responses drawn directly from your trusted content. This ensures consistent information sharing across all customer interactions, acting as a powerful support tool that empowers both the AI and your human agents with reliable, on-brand answers.

Seamless Platform & Custom Tool Integration

Designed for cooperative tech ecosystems, IMsupporting offers native integrations with platforms like WordPress, Shopify, and WooCommerce, plus a REST API for custom connections. Teams can extend AI capabilities by linking it to internal CRMs, inventory systems, or payment gateways. This allows for automated, cross-platform workflows where the AI can perform actions like checking stock or processing orders, working in synergy with your existing business tools.

Public Sector & Council Support

Government teams and councils can manage high-volume public inquiries efficiently. The AI can instantly answer common questions about bin collections, council tax, or form submissions, while intelligently routing complex, sensitive, or case-specific queries to the appropriate human department. This collaborative approach ensures public access to information 24/7 while optimizing specialist staff time.

E-commerce Customer Service

Online retail teams can provide instant, cooperative support. AI handles pre-sale questions about product details, stock levels, and return policies, and can even retrieve order status. It then seamlessly hands off high-intent shoppers or complex post-purchase issues to live sales or support agents, working together to reduce cart abandonment and increase conversion rates through timely intervention.

Legal & Financial Services Intake

For firms in regulated industries, the platform enables a secure, collaborative intake process. AI can guide potential clients through initial data capture and FAQ stages, collecting vital information and screening for conflict checks. It then routes qualified leads with full context to human paralegals or advisors, ensuring the team's expertise is focused on high-value consultations while maintaining compliance.

Hospitality & Event Management

Hotel and event teams can offer round-the-clock guest service. AI can instantly answer common queries about check-in times, amenities, or Wi-Fi access, and handle simple bookings or requests. For special requests, complaints, or complex itinerary changes, the conversation is smoothly transferred to front-desk or management staff, fostering a cooperative effort to enhance the guest experience.

How quickly can we set up IMsupporting on our website?

Setup is designed for team efficiency and can be completed in under 5 minutes. You simply install a small code snippet on your website. Our collaborative onboarding process includes free integration assistance to help your team connect with your existing platforms and start designing your first AI-human workflows immediately.

How does the handoff from AI to a human agent work?

The handoff is seamless and built for team synergy. When a conversation meets criteria you define (like complexity, intent, or customer request), the AI instantly notifies an available human operator. The entire chat history, including any data collected by the AI, is transferred so the agent has full context. The customer experiences a continuous conversation without repetition.

Is our data secure and compliant with regulations like GDPR?

Yes, security is a cornerstone of our platform's design. IMsupporting offers enterprise-grade security with bank-level encryption and is hosted on fully UK-based servers. We are built to be GDPR-friendly, providing teams with the tools and deployment options needed to manage customer data responsibly and maintain compliance with global standards.

Can we train the AI on our own company documents and knowledge?

Absolutely. Your team can upload PDFs, help articles, FAQs, and other documents directly into the platform. Our RAG-based AI then learns from this specific content to provide accurate, context-aware responses that reflect your brand's voice and information, acting as a consistent knowledge partner for your support staff.

IMsupporting offers simple, transparent pricing with no hidden fees or per-conversation charges. Plans are based on the number of concurrent AI agents (simultaneous AI chats) and human operator accounts, allowing teams to scale their collaborative support model effectively. All plans include core features like the visual workflow builder, UK hosting, and email support. For example, the Solo plan starts at £49.99 per month and includes 1 concurrent AI agent, 1 human operator account, AI-assisted responses, and 500 APUs (AI Processing Units) per month, which equates to approximately 500 AI-powered chats. You can cancel anytime, and a free start option is available with no credit card required to begin fostering synergy between your AI and human teams.