Platform Updates

New: Safety Keywords for your AI agent. You can now decide, word by word, when your AI agent must step aside. Open AI Settings > Agent Configuration and add your own keywords. They are checked before the AI reads a visitor’s message, so they work the same way every time and do not use any of your AI allowance.

• Emergency keywords: when a visitor mentions something like a weapon or immediate danger, your emergency message (for example “call 999 now”) appears straight away, even when no one is online, and the chat is passed to your team.
• Hand-over keywords: topics that a person should always handle go straight to your team without an AI reply. Ideal for councils, police, healthcare and anyone handling sensitive conversations. Until you add your own, a sensible default list is used (words such as “urgent”, “legal” and “threatened”). Add your own keywords and they replace the default list.
• Accurate matching: whole words only, so “kill” no longer catches “skill”. Phrases such as “hurt me” work, and a keyword ending in * covers word endings, so “threaten*” catches “threatened” and “threatening”.
• Try before you save: type an example message into the new tester to see exactly what would happen, and every match is recorded in your dashboard logs.

New: the AI Integration Helper. Not sure how to get your live chat into Slack, Discord, Microsoft Teams, GitHub or Google Sheets? Open Integrations > AI Integration Helper and describe what you would like to happen, for example “post every offline message to our Discord channel”. The helper walks you through the quickest way to set it up, with example code when you need it.

• Knows our integrations inside out: webhooks, ChatFlow integration steps, installing the chat widget, Zapier, Make and n8n, and popular tools such as Slack, Discord, Microsoft Teams, GitHub, Google Sheets, CRMs and helpdesks.
• Practical answers: clear numbered steps, ready-to-copy code examples (including how to check our webhook signatures in your own code), and honest advice when a tool needs a no-code connector in between.
• Focused and private: it only answers questions about integrations and cannot see your chats, settings or secrets. If you paste something that looks like a password, token or private webhook address by mistake, we remove it before your question is sent.
• Quick to start: pick one of the suggested questions or type your own. The helper is available to Administrators on every plan, and each question uses a small amount of your account’s AI allowance.

Office hours and automatic chat availability. Your live chat can now open and close by itself: around your business hours, around who on your team is available, or both. Visitors are never left waiting in an empty chat, and your team stays in control. You will find everything in System Settings > Chat Availability.

• Office hours: set your opening hours for each day of the week in your own time zone, with up to three opening periods a day (ideal for lunch breaks). Add closed days for bank holidays and staff training. Outside office hours, visitors see your offline message, or your AI agent if it looks after out-of-hours chats. Clock changes are handled for you.
• Automatic chat availability: chat opens while at least one person on your team is Online and closes when nobody is. Busy, AFK and On break do not count, so your team can step away without leaving chat open.
• Manual is still the default: prefer to switch chat on and off yourself? Nothing changes. Turn on office hours as well and chat also switches on at opening time and off at closing time, automatically.
• New “Getting ready” status: for when you have just signed in but are not ready to take chats yet. Your team can see you are there, and chat does not open until you choose Online. Administrators can make it the status everyone starts with when they sign in.
• Departments for each team member: choose which departments someone covers when you add or edit them. With automatic availability, each department opens while someone who covers it is Online.
• Clear messages when you sign in: if signing in switches your chat on, a message shows exactly what changed and lets you pick a different status in one click. If you sign in as Getting ready, a message offers to put you Online when you are ready.
• Always know why: the settings page shows whether chat and each department are open right now, who is Online and when your office hours next open or close. Every automatic change is recorded in your logs.
• Fixes: operators can now save their own Team status, department switches work for department names that contain an ampersand (&), and messages that visitors leave through a chat flow’s “leave a message” step are saved and delivered to you reliably again.

The System Settings > Tagged Users tab is now live. It shows every visitor tag your team has created, so you can manage them in one place without using the legacy dashboard.

• See every tag: List all tagged IP addresses with their tag, colour and when they last changed. Search by tag or IP address, or filter by tag with one click.
• Add, edit and remove tags: Tag an IP address before the visitor arrives, rename a tag or change its colour inline, or remove tags you no longer need. Quick tags (Bot, Nuisance, Visitor, Client) fill in the details for you.
• Readable on any colour: Tag text automatically switches between black and white so it stays easy to read, and the page works on phones.
• Built-in safeguards: Only Administrators can use this page, it only ever shows your own account's tags, and every change is recorded in your logs.
• Fix: Tags containing an apostrophe (for example O'Brien) are no longer saved with an extra backslash.

Each department's transcript email can now be changed at any time from System Settings > Departments, without deleting and re-creating the department.

• Inline editing: Click Edit next to a department's transcript email, change it, and save. Leave it empty to stop sending that department its own copy.
• Clearer settings: The Transcripts & Emails tab now lists which departments have their own address, and explains that department copies are sent in addition to the main transcript email.
• Tighter access: Only Administrators can add, delete or edit departments, every department email change is logged, and the account owner is emailed when one changes.

You can now control chat transcript emails from System Settings > Transcripts & Emails, without using the legacy dashboard.

• Choose who gets transcripts: Send the transcript of every closed chat to up to five team addresses, such as a shared support inbox, instead of only the account email.
• Turn team transcripts on or off with a single switch. Departments with their own transcript address keep receiving their chats.
• Visitor copies: Decide whether visitors are offered a “Send me a copy” option at the end of their chat.
• Built-in safeguards: Only Administrators can change these settings, every change is recorded in your logs, and the account owner is emailed whenever the transcript recipients change. Your sign-in email is never affected.

Every AI feature in IMsupporting now runs on OpenAI's GPT-6 Luna model, replacing the GPT-4.1 nano model that OpenAI is retiring later this month.

• One model everywhere: The visitor-facing AI agent, workflow AI steps, operator reply suggestions, chat summaries, insights and reports all use the same current-generation model with a newer knowledge cutoff.
• Faster replies: Live chat and classification calls run in the model's fastest mode, with deeper reasoning reserved for background summaries and reports.
• Lower cost per conversation: Prompt caching is now used so the repeated parts of each conversation are billed at a fraction of the normal rate.
• Stronger prompt-injection protection: Visitor messages, uploaded documents and tool results are now clearly separated from the agent's instructions, so text inside them cannot change how the agent behaves or reveal its configuration.

We have rolled out a new guided Welcome Wizard for faster onboarding and a redesigned mobile operator experience focused on quicker chat handling.

• Welcome Wizard: New first-run guidance helps teams configure key setup steps more quickly, including mobile-friendly wizard access.
• Mobile Redesign: The operator mobile app now uses a cleaner chat-first home screen with better use of space and a separate live stats page.
• Consistent Controls: Mobile settings are now aligned across chat and live views so operators get the same controls everywhere.
• Faster Navigation: Header and status layout updates keep important chat state visible while preserving more room for active conversations.

We've added two focused landing pages for public sector teams looking at hybrid AI live chat as a practical digital contact channel.

• Live Chat for Councils explains resident support for council tax, waste, housing, planning and report-it services
• Live Chat for Police explains 101 and non-emergency digital contact with safeguarding escalation and human handoff
• Both pages include new visual assets, sector-specific FAQs, schema markup and direct demo CTAs

We've launched a dedicated Hybrid AI Live Chat landing page that makes our biggest differentiator crystal clear: you choose how AI and humans share the workload — Full AI, Hybrid, or 100% Human — and switch any time.

• New interactive mode selector showing all three support modes in action
• Side-by-side comparison with AI-only chatbots and human-only live chat
• Refreshed homepage hero with rotating, conversion-optimised headlines
• Built-in conversion tracking so we can pick the best-performing message

Getting your chat widget live is now easier than ever. We've published dedicated install guides for every major website platform so you can follow the exact steps for your setup and go live faster.

• Dedicated install guides for Wix, Squarespace, Shopify, Webflow, BigCommerce, Magento, Joomla, Drupal, PrestaShop, OpenCart, and custom websites
• Central hub page to quickly pick your platform and jump straight to the right instructions
• Linked from the Help menu and footer so you can find them at any time

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 covering common questions about scope, timing, and what's included

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

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.