100% UK Data Hosting
All conversation data, documents, and AI training is hosted exclusively in UK data centres. No cross-border data transfers, ever.
One Platform, Every Touchpoint
Everything your team needs, nothing it doesn’t
IMSupporting brings together a next-generation conversation widget, a powerful drag-and-drop workflow builder, an AI agent trained on your own knowledge base, and deep operator tooling into a single tightly integrated platform.
The result: your customers get fast, accurate answers 24/7. Your operators spend time on the conversations that genuinely need them. And you get complete visibility into every interaction from one dashboard.
Take the full tourPlatform at a glance
80%
of enquiries resolved by AI without human involvement
24/7
AI coverage including nights, weekends & bank holidays
100%
UK-hosted - your data never leaves UK borders
<30s
typical AI response time for customer queries
HOW IT ALL CONNECTS
A fully connected AI chat ecosystem
Visitor arrives on your site, gets greeted by the Flow Widget, flows through your AI-guided workflow, and is seamlessly escalated to a human operator when needed - all in one joined-up experience.
Customer Experience
The Frontend Flow Widget
Our next-generation Flow Widget sits elegantly on your website, greeting users with a seamless conversational interface. Fully customizable to match your brand, it engages visitors natively across desktops and mobile devices - with no impact on your page speed or SEO.
- Highly customizable colours, typography, and layout
- WCAG 2.2 AA accessible design as standard
- Zero-impact on your Core Web Vitals scores
- One line of code to embed on any website
Command Center
The Admin Dashboard
Control your entire operation from a modern, intuitive control panel. From setting up departments to managing global variables and operator permissions, the Dashboard provides absolute control with real-time visibility into every live conversation.
- Real-time visitor monitoring and live queue management
- Centralized operator and AI agent configuration
- Multi-tier permission levels and strict security controls
- Department-level routing and availability management
Human Handoff
Operator Chat Console
When the AI escalates a query, your human operators step into a powerful chat console armed with full user journey context, geolocation data, past chat histories, and synchronized typing indicators - so they can pick up exactly where the AI left off.
- Full visual history of the user's Flow Widget interaction
- Canned responses and internal private notes
- Seamless file and media sharing
- AI-suggested replies available at a single click
Flow Automation
Visual Chat Workflow Builder
Ditch the boring pre-chat forms. Design interactive customer journeys using our drag-and-drop Workflow Builder. Route users to distinct departments based on logic, integrate webhooks, capture data conversationally, or push dynamic API-driven forms - all without writing a line of code.
- Drag-and-drop visual logic canvas
- Advanced conditional branching and routing
- Automated API and webhook requests mid-conversation
- Rule-based flows included on all plans
- AI to Human handoff included as standard
Unlike other providers, advanced rule-based flows and AI-to-human handoff are included free on every plan - no premium tier required.
Advanced AI Technology
AI Agent & RAG Knowledge Base
Deploy a state-of-the-art AI agent that answers directly from your company's own knowledge base. Our custom Retrieval-Augmented Generation (RAG) technology searches your uploaded documents instantly, preventing hallucinations and ensuring every response is brand-safe and accurate.
- Ingests PDFs, websites, and text documents
- Hyper-accurate, context-grounded responses
- Fully isolated UK-hosted vector embedding storage
- Topic guardrails to keep the AI on-brand
Operator Assist
Live AI Chat Suggestions
Supercharge your human operators. While your team is chatting, our AI silently listens and suggests the perfect technical answers natively within the console. Operators can insert the AI's suggestion with a single click, drastically reducing handling time and ensuring consistent quality.
- Automatic suggestion generation based on live chat context
- One-click insert for lightning-fast replies
- Tone adjustment to match your brand language
Deep Insights
Reporting & AI Transcript Summaries
Reading 45-minute chat logs is a thing of the past. Our AI automatically digests completed conversations into concise objective summaries and actionable takeaways - available right alongside your global performance metrics.
- Instant AI summaries of long conversations
- Automatic sentiment analysis and tagging
- Quality assurance and compliance tracking
Conversion Tracking
Advanced Workflow Analytics
Understand exactly where your visitors drop off and where they convert. Our sophisticated flow analytics break down user intent step-by-step, helping you optimise conversational flow strategies and maximise qualified leads.
- Step-by-step funnel and drop-off analysis
- Form completion rate monitoring
- A/B testing insights for chat workflows
Endless Possibilities
Integrations & Enterprise Security
We wrap the entire ecosystem in enterprise-grade security. Push chat statuses to Slack, sync transcripts with Zendesk, or trigger Zapier automations. Every byte is hosted within the UK, guaranteeing strict GDPR adherence and complete data sovereignty.
- Native webhooks, API tools, and form relay
- Strict IP whitelisting and full audit trailing
- Role-based access controls and MFA support
EVERY FEATURE YOU NEED
Built-in features that power the whole experience
Everything your team needs to deliver exceptional customer support - included as standard, with no hidden add-ons or premium tiers.
Smart Department Routing
Route visitors to the right team automatically based on their intent, workflow selection, or AI assessment. Each department has its own queue and knowledge base.
Offline Message Capture
When your team is unavailable, the workflow automatically routes visitors to a structured offline message flow so no enquiry is ever lost.
Real-Time Analytics
Live dashboards showing visitor activity, queue depths, operator availability, AI resolution rates, and satisfaction scores - all updating in real time.
Proactive Chat Invites
Automatically invite visitors to chat based on time-on-page, scroll depth, or page URL. Trigger targeted outreach at exactly the right moment.
Post-Chat Feedback
Capture customer satisfaction automatically at the end of every conversation with customisable feedback prompts and star ratings built into the workflow.
Easy Integration
One snippet of JavaScript embeds the widget on any website - WordPress, Shopify, custom code, React, or any other platform. Full install guides available.
Enterprise Security
GDPR compliant, UK-hosted, Cyber Essentials aligned, with end-to-end encryption, IP whitelisting, role-based access, and a full immutable audit trail.
Prepared Chat Links
Generate magic links that open the chat widget pre-populated with context - perfect for email campaigns, QR codes, and targeted landing pages.
Launch On Any Stack
Install on any platform in minutes
Whether you are running WordPress, Shopify, Wix, Squarespace, Webflow, Drupal, or a custom-built React app, we have a dedicated step-by-step installation guide for your platform.
Why this matters
- Buyers get the right install answer immediately
- Mobile-friendly process for any team size
- No developer needed for standard deployments
COMMON QUESTIONS
Frequently asked questions
What is hybrid AI live chat?
Hybrid AI live chat combines an automated AI agent with human operator support in a single seamless platform. The AI handles routine, repetitive enquiries 24/7, while automatically escalating complex or sensitive conversations to your team. Customers get the speed of AI with the empathy of a human - exactly when each is needed.
How quickly can I get up and running?
Most teams are live within a single day. Install the widget snippet, create your first workflow in the builder, upload a few documents to the knowledge base, and you are ready to go. Full enterprise deployments with complex workflows and custom integrations are typically complete within a week.
Is my data safe and GDPR compliant?
Yes. All data is stored exclusively in UK data centres - there are no cross-border transfers, ever. The platform complies with UK GDPR and the Data Protection Act 2018. Data processing agreements are available and the team can support your DPIA process. All conversations are end-to-end encrypted and retained according to your configured retention policy.
Do I need technical skills to use the workflow builder?
No. The visual drag-and-drop workflow builder is designed for non-technical users. You can build complex conditional flows, AI handoffs, and data-capture forms without writing any code. Advanced users can unlock webhook triggers, API form submissions, and conditional logic for even more powerful automations.
What websites does the widget work with?
The widget works on any website that can execute JavaScript. We have dedicated install guides for WordPress, Shopify, Wix, Squarespace, Webflow, BigCommerce, Magento, Joomla, Drupal, PrestaShop, OpenCart, React, Vue, Angular, and plain HTML sites. If your platform runs JavaScript, it works.
Can the AI be trained on my own company's content?
Yes - this is one of the platform's core strengths. Upload your own PDFs, website content, knowledge base articles, and product documentation. The AI uses Retrieval-Augmented Generation (RAG) to answer questions directly from your content, dramatically reducing hallucinations and keeping responses accurate and on-brand.
Ready to transform your customer experience?
Join organisations using IMsupporting to deliver faster, smarter, and more consistent customer support through intelligent hybrid AI chat workflows.