Smart Hybrid AI Chat
Workflows for Every Business

Replace rigid pre-chat forms with intelligent conversational workflows. Route visitors with AI, collect details naturally, hand off to humans seamlessly, and connect to your existing systems — all from one visual drag-and-drop builder.

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What Makes Smart Chat Workflows Different?

A modern workflow engine built for real business operations — not rigid form wizards

Conversational Journey

Every step appears naturally in chat bubbles — detail capture, consent, FAQ answers, routing, and handoff feel like a real conversation.

Intelligent Branching

Use conditions, buttons, and API data to route visitors by intent, department, office hours, language, or real-time system lookups.

Human + AI Hybrid

Start with AI for speed and scale, then escalate to live operators seamlessly when empathy, authority, or expertise is needed.

Measurable Outcomes

Track completion rates, drop-off points, and handoff metrics to continuously improve customer experience and team efficiency.

Visual Drag-and-Drop Workflow Builder

Design, test, and deploy smart chat workflows without writing code. Click to zoom.

IMSupporting visual drag-and-drop workflow builder showing conditional branches, collect-info steps, and AI-to-human handoff routing paths
The visual workflow canvas — drag steps, connect branches, and deploy in minutes.
Complex hybrid AI chat workflow with API calls, webhooks, conditional branching, AI handoff and human escalation paths in the IMSupporting workflow builder
Enterprise-ready workflows with API calls, webhooks, conditions, and multi-path routing.

5 Smart Chat Workflow Examples for Business

Real-world workflow patterns you can build today with the visual editor

1

Customer Support with FAQ & Human Handoff

Deflect common questions with FAQ, then connect to a live agent or capture an offline message

START
Welcome Message
Greet the visitor#welcome_1
Collect Info
Name & Email (required)#collect_info_2
Button Group
“Check our FAQ first?”#faq_check_3
View FAQ
Message
Show FAQ articles#show_faq_4
Button Group
“Still need help?”#still_help_5
No thanks
Talk to someone
Conditional
Office hours check#online_chk_7
Skip to agent
Conditional
Office hours check#online_chk_7
Online
Human Chat
Live agent handoff#human_chat_8
Offline
Offline Message
Leave a message#offline_msg_9

How It Works

  1. Welcome & Details: Greet the visitor and collect their name and email conversationally.
  2. FAQ Deflection: Offer FAQ articles first — many queries are answered without an agent.
  3. Still Need Help? If the FAQ didn’t resolve it, ask if they want to connect to a person.
  4. Online Check: A conditional step checks office hours or agent availability in real time.
  5. Live Chat or Offline: Route online visitors to a live agent. Offline visitors leave a structured message for follow-up.
  6. Feedback: Capture satisfaction ratings to improve the workflow over time.

Ideal for: General customer support, helpdesks, service teams, councils, and any business that receives high volumes of repeat questions.

2

Ticket Raising & Ticket Status Lookup

Let visitors raise new support tickets or check the status of existing ones via API

START
Message
“How can we help?”#welcome_1
Button Group
Choose action#choose_2
Raise Ticket
Collect Info
Name, email, category#details_3
Collect Info
Describe the issue#describe_4
API Form
POST to ticketing API#api_post_5
Message
Ticket #1234 created!#confirm_6
Webhook
Notify Slack / Discord#webhook_7
Check Status
Collect Info
Enter Ticket ID#ticket_id_8
API Branch
Lookup ticket status#api_chk_9
Found
Message
Show status & details#status_10
Not Found
Message
Ticket not found#notfound_11

How It Works

  1. Intent Selection: Visitors choose between raising a new ticket or checking an existing one.
  2. Ticket Creation: Conversationally collect name, email, category, and issue description, then POST to your ticketing API. The response (ticket ID, confirmation) is shown in chat.
  3. Ticket Lookup: The visitor enters their ticket ID. An API Conditional step queries your system and either shows the current status or a helpful “not found” message.
  4. Webhook Notification: Optionally notify Slack, Discord, or Teams whenever a new ticket is raised.
  5. Close & Feedback: Capture satisfaction after the interaction.

Ideal for: IT helpdesks, SaaS platforms, managed service providers, councils, and any business with a ticketing or case management system.

3

AI-Powered Instant Support

Let AI handle the entire conversation using your knowledge base, FAQs, and custom tools

START
Message
Welcome greeting#welcome_1
Conditional
AI pre-chat bypass enabled?#ai_bypass_2
Yes — skip
AI Agent Chat
RAG-powered AI assistant#ai_chat_3
No — collect
Collect Info
Name & Email (required)#collect_info_4
AI Agent Chat
RAG-powered AI assistant#ai_chat_5

How It Works

  1. Welcome: A friendly greeting sets expectations that the visitor will be speaking with an AI assistant.
  2. Smart Bypass: Optionally skip pre-chat forms entirely — let the AI collect details naturally during the conversation using tool calling.
  3. AI Agent Chat: The AI uses your knowledge base (RAG), FAQ documents, and custom tools to answer questions, look up orders, reset passwords, and more.
  4. Always Available: Works 24/7 without staff. Perfect for after-hours support and global audiences.
  5. Feedback: Capture ratings to monitor AI quality and improve training data.

Ideal for: SaaS companies, e-commerce, knowledge-heavy products, after-hours support, and businesses wanting to offer instant 24/7 responses.

4

AI-First with Human Escalation

Start every chat with AI, then seamlessly hand off to a live agent when needed

START
Message
Welcome greeting#welcome_1
Collect Info
Name & Email (required)#collect_info_2
Dept Select
Choose department#dept_select_3
AI Agent Chat
RAG + custom tools#ai_chat_4
Message
User requests human or AI can’t resolve#escalate_5
Conditional
Agent available?#avail_chk_6
Online
Human Chat
Live agent handoff#human_chat_7
Offline
Offline Message
Leave a message#offline_msg_9
Webhook
Notify team#webhook_10

How It Works

  1. Collect & Route: Gather visitor details and let them pick a department upfront.
  2. AI Triage: The AI answers questions, looks up data, and resolves common issues using your knowledge base and custom tools.
  3. Escalation Trigger: When the visitor asks for a human — or the AI recognises it cannot help — the workflow progresses automatically.
  4. Availability Check: A conditional step checks if agents are online in that department.
  5. Seamless Handoff: Online agents receive the full AI transcript and captured data. Offline visitors leave a message and the team is notified via webhook.

Ideal for: Any team that wants AI efficiency but needs human fallback — law firms, finance, healthcare, enterprise support, and sales teams.

5

E-Commerce Order Lookup & Returns

Look up orders in real time, initiate returns, and connect to agents for complex issues

START
Message
Welcome! What can we help with?#welcome_1
Button Group
Choose topic#choose_2
Track Order
Collect Info
Enter order number#order_num_3
API Branch
Order lookup#api_chk_4
Found
Message
Show tracking info#tracking_5
Not Found
Message
Order not found#notfound_6
Start Return
Collect Info
Enter order number#order_ret_7
Collect Info
Return reason#reason_8
API Form
POST return request#return_api_9
Message
Return #R-567 initiated!#confirm_10
Something Else
AI Agent Chat
Knowledge base search#ai_chat_11

How It Works

  1. Topic Selection: Visitors choose whether they want to track an order, start a return, or get general help.
  2. Order Tracking: The visitor enters their order number and an API Conditional step queries your backend. Results are displayed instantly in chat.
  3. Returns: Collect the order number and reason conversationally, then POST to your returns API. The visitor sees a return confirmation ID immediately.
  4. General Help: For anything else, seamlessly route into an AI agent conversation that can search your knowledge base.
  5. Close: Capture feedback to track customer satisfaction across different paths.

Ideal for: E-commerce shops, subscription services, retail, logistics companies, and any business where customers frequently check order status.

Build your own workflow in minutes

These are just starting points. Combine any steps in any order — the visual builder makes it easy.

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Everything You Need for Smart Chat Workflows

14+ step types purpose-built for operations, support, sales, and compliance teams

Visual Workflow Builder

Design flows with drag-and-drop logic, reusable steps, and clear routing paths — no code required.

AI Agent Chat

RAG-powered AI that answers from your knowledge base, uses custom tools, and resolves FAQs instantly.

Live Agent Handoff

Transfer active conversations with full context so customers never repeat themselves.

API Form & Webhooks

Collect data conversationally, POST to external systems, and return templated responses in chat.

Conditional Branching

Route by office hours, department availability, captured data, or API response values.

Department Routing

Let visitors pick a team or route silently when intent is already clear. Offline departments greyed out.

Office Hours Logic

Automatically switch between live support and offline message capture based on time and availability.

Policy & Consent Steps

Add GDPR-friendly pre-chat acknowledgements and compliance checks before users proceed.

Offline Messages

Capture structured messages when nobody is available, with email validation and confirmation.

Feedback Collection

Capture post-chat satisfaction ratings and comments to improve workflows continuously.

Image Carousels

Show product images, screenshots, or visual guides in a swipeable carousel within chat.

Workflow Analytics

Track completion rates, step-level drop-off, average times, and handoff success metrics.

Industry Use Cases for Chat Workflows

Smart hybrid AI workflows for public services and high-expectation private sector teams

Local Councils

Automate service requests, route residents to the right team, and collect complete case details in one chat flow.

Law Firms

Standardise legal intake with conflict checks, practice-area routing, and secure handoff to fee earners.

Finance & Insurance

Capture suitability details, direct clients to appropriate teams, and create audit-friendly contact journeys.

E-Commerce

Check order status, recover abandoned carts, process returns, and trigger discount logic via API calls.

Hotels & Hospitality

Handle booking, check-in, concierge, and service requests with contextual department routing.

SaaS & Tech

Reduce repetitive workload by automating FAQs, qualification, and internal workflow triggers through APIs.

Education

Guide prospects through course discovery, collect eligibility details, and route to admissions by programme type.

Healthcare

Direct patient enquiries, gather intake fields, and route urgent paths to priority channels safely.

Estate Agents

Qualify buyers and sellers, book viewings, and push lead data into CRM systems instantly.

Automotive

Qualify buyers, book test drives, and send lead details to CRM while handing hot leads to sales instantly.

Telecom & Utilities

Authenticate customers, check outage or account status via API, and escalate priority faults to agents.

Charity & Non-Profit

Triage beneficiaries, volunteers, and donors with dedicated journeys that collect compliant data at every step.

Ready to turn chat into a conversion engine?

Build and deploy smart hybrid AI chat workflows without complex development work.

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Business Benefits of Smart Chat Workflows

Why hybrid AI workflows deliver better results than static chat forms or basic chatbots

  • Higher conversion from first contact to qualified enquiry through guided journeys.
  • Faster first response through AI-assisted triage and instant knowledge base answers.
  • Lower operator workload by deflecting repetitive conversations with AI and FAQ steps.
  • More consistent service quality across teams, shifts, and channels.
  • Better data quality captured at source for downstream CRM, ticketing, and analytics.
  • 24/7 availability through AI-only paths that work while your team sleeps.

Frequently Asked Questions About Chat Workflows

Quick answers for operations, IT, and leadership teams evaluating smart chat workflows

What is a hybrid AI chat workflow?

A hybrid AI chat workflow is a conversational journey that combines AI automation with human support. Visitors interact through a guided flow — answering questions, viewing FAQs, submitting forms — with AI handling what it can and live agents stepping in when needed. Everything is designed in a visual drag-and-drop builder.

Can I start with AI and still use human agents?

Yes. The AI-first with human escalation pattern is one of the most popular workflows. AI handles initial triage and common questions, then seamlessly hands off to live agents when the visitor needs human assistance.

How do I build a chat workflow?

Use the visual workflow builder in your dashboard. Drag step types (messages, forms, buttons, conditions, AI chat, handoff) onto the canvas, connect them, configure each step, and activate. No coding required — changes go live instantly.

Can workflows be customised by department or use case?

Yes. Create separate workflows for sales, support, legal intake, admissions, or any department. Each workflow has its own steps, routing logic, and handoff rules.

Does it support offline and out-of-hours scenarios?

Yes. Office-hours conditional steps detect availability in real time. Online visitors get live chat; offline visitors see a structured message form. You can also route to AI-only paths during off-hours.

Can workflow data be sent to external systems (CRM, ticketing, Slack)?

Yes. API Form steps POST captured data to any endpoint and show the response in chat. Webhook steps send notifications to Slack, Discord, Teams, or any webhook receiver. API Conditional steps query external APIs and branch on the response.

Can visitors check ticket or order status in the chat?

Yes. Use API Conditional branching to query your ticketing or order management system with a reference number. The workflow branches on whether data was found and displays the result directly in chat.

Is the workflow widget GDPR compliant?

Yes. All data is hosted in the UK. You can add consent and policy acknowledgement steps before collecting personal information. Data captured is isolated by tenant and follows strict access controls.

Can I track workflow performance and drop-off?

Yes. Built-in workflow analytics track completion rates, step-level drop-off, average time per step, and handoff metrics. Use this data to optimise your workflows continuously.

Does it work on any website?

Yes. Add a single embed script to any website — WordPress, Shopify, Wix, custom-built, or any platform. The widget handles cross-domain communication automatically and works on desktop and mobile.

Can I use images, carousels, and rich media in workflows?

Yes. Image carousel steps, rich messages, and dynamic content blocks let you show product images, screenshots, and visual guides directly in the chat flow.

How does it compare to other chat workflow tools?

IMSupporting combines a true visual workflow builder with AI-powered chat, API integration, webhook automation, and live agent handoff in one platform. Most alternatives offer only basic chatbot flows or require separate tools for AI, ticketing, and routing.

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