Platform Updates

A powerful new workflow step type lets visitors book meetings directly inside the chat widget — powered by Microsoft 365 Calendar and Teams. No external scheduling tools required.

• Real-time availability pulled from Microsoft 365 calendars with timezone-aware slot selection
• Automatic Teams meeting links generated and delivered in-chat
• Works inside the FlowWidget workflow builder — drag-and-drop configuration, no code needed
• Built-in duplicate-booking prevention and calendar conflict detection
• OAuth 2.0 secure authentication with write-only credential storage
• Industry-ready for SaaS sales demos, healthcare consultations, education office hours, and more

We've updated the pricing page and platform overview to make it explicit that advanced rule-based chat workflows and AI–to–human handoff are included as standard on every plan — no premium tier required.

• Rule-Based Chat Flows checkmark added to Solo, Business, and Enterprise plan feature lists
• AI → Human Handoff checkmark added to all plan cards
• New "Included on Every Plan" callout box highlighting what competitors charge extra for
• Platform overview workflow section updated with the same callout

A new dedicated page explains IMSupporting's free integration assistance service in full detail — covering widget installation, workflow configuration, AI agent setup, REST API connections, webhooks, and brand theming.

• Animated hero chat demo showing an integration assistance conversation in action
• Three animated workflow examples: basic welcome flow, live ticket status API lookup, and order tracking with courier API
• What's included breakdown across six integration areas (all free)
• Full systems & APIs we've connected reference — Zendesk, Freshdesk, Jira, WooCommerce, Shopify, Salesforce and more
• How it works step-by-step process from sign-up to go-live
• Comprehensive FAQ with JSON-LD structured data for search engines

Prepared Chats are now available in the dashboard, making it easier to create and share purpose-built chat entry links for specific teams and use cases.

• Create reusable prepared chat links with configurable pre-chat fields and workflow-friendly defaults
• Choose a dedicated icon for each prepared chat so sessions are easier to identify in chat lists
• Email prepared chat links directly to end users, including a QR code for quick mobile access
• Resend prepared chat emails from the Prepared Chats table and track the "last emailed" timestamp
• Use department targeting to route incoming chats to the right team from the start

Two-factor authentication is now available across all app accounts and subscriptions by default, adding an extra layer of security to every login.

• TOTP-based MFA using any standard authenticator app (Google Authenticator, Authy, Microsoft Authenticator, etc.)
• Site administrators can enforce MFA for all operators from System Settings → Security — operators will be required to set up MFA on their next login
• When not enforced, users can optionally enable MFA from their profile at any time
• Recovery codes provided during setup for account access if a device is lost

We have published a comprehensive Workflow User Guide for the new Flow Widget system.

• Covers setup and activation from first workflow to production rollout
• Documents all current workflow nodes/modules and key configuration points
• Includes API examples for webhook, API form, and API conditional patterns
• Added to the main Help menu for easy access
• Includes screenshot placeholders for future visual walkthrough updates

We have launched a dedicated landing page for our new Hybrid AI Chat Workflows capability powered by Flow Widget.

• Explains conversational workflow automation and AI + human handoff model
• Includes detailed business use cases for councils, police 101, legal, finance, hospitality, and enterprise teams
• Added to the main website Features menu for easier discovery
• Enhanced technical SEO with dedicated metadata and structured data schema

Our main website now uses the new FlowWidget — the next-generation workflow-driven live chat experience. FlowWidget replaces the traditional ChatWidget with a modern, conversational approach that guides visitors through customisable workflows before connecting them with operators or AI agents.

• All pages on imsupporting.com now load the FlowWidget from flow.imsupporting.com
• Seamless integration with existing chat infrastructure — operators see no difference in the dashboard
• Improved pre-chat flows with visual workflow builder support
• Updated widget-examples page to showcase FlowWidget demos

• Guided Tool Setup: Updated AI tool calling platform with a new easy-to-deploy step-by-step configuration utility alongside the manual and AI-assisted wizards.
• Silent Tool Output: Added an agent option to silence output for tools that require no user interaction (e.g., logging tools).
• Custom Reporting Tags: Updated reporting to support custom categorization and tagging.
• Custom Chat Fields Reporting: Reporting now includes custom chat fields.
• Private Notes: Agents can add private notes to individual chats.
• General system improvements and stability updates.

We've deployed a military-grade security update to protect operators from advanced web-based threats.

• Zero-Trust Link Proxy: All external links are now routed through a secure, isolated "Warning Zone", creating a virtual air-gap between operators and potential threats.

We've launched a comprehensive billing information page to help you understand our transparent pricing model.

• Complete Pricing Guide: Detailed breakdown of all our plans (Solo, Business, Enterprise) with clear pricing.
• APU System Explained: In-depth explanation of how AI Processing Units (APUs) work and what consumes them.
• Real-World Examples: Usage scenarios showing typical APU consumption across different business types.
• Billing Cycle Information: Clear details on payment methods, invoicing, VAT, and subscription management.
• Fair Usage Policy: Transparent information about what happens when you exceed your APU allowance.
• Comprehensive FAQ: Answers to common billing questions including plan changes, refunds, and cancellation.

Major update rolling out advanced tools for supervisors and AI lead generation.

• Additional Reporting: New advanced filtering options and deeper insights into team performance.
• Enhanced User Banning: Expanded the banning system to support blocking via additional metrics and behavioral patterns.
• New Leads System: The AI Agent can now intelligently capture lead details and automatically raise them internally for team follow-up.
• Supervisor View: A new "Single Pane of Glass" real-time view allowing supervisors to monitor all active chats and agent statuses simultaneously.
• Various under-the-hood bug fixes and performance enhancements.

Happy New Year! We are starting 2026 with some great new additions.

• Pre-Chat Acknowledgements: A new pre-chat screen that users can create for acknowledgements, policy checks, etc.
• Enhanced Media Display: Updated chats to display Images, videos etc neater.
• Plus lots of minor fixes and changes.