Platform Updates

Stay up to date with the latest features, improvements, and bug fixes.

08 Mar 2026

Two-Factor Authentication (2FA / MFA) Now Available

New Feature Security

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
16 Feb 2026

New Help Page: Flow Widget Workflow User Guide

New Documentation Improvement

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
Read the Workflow User Guide
16 Feb 2026

New Feature Page: Hybrid AI Chat Workflows

New Feature Improvement

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
View Hybrid AI Chat Workflows page
13 Feb 2026

FlowWidget Deployed on IMsupporting.com

New Feature Improvement

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
04 Feb 2026

AI Tooling & Reporting Enhancements

New Feature Improvement AI Powered
  • 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.
30 Jan 2026

Operator Security & "Air-Gapped" Link Proxy

New Feature Improvement

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.
28 Jan 2026

New Billing & Pricing Information Page

New Feature Improvement

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.
View Billing Information
21 Jan 2026

Q1 2026 Platform Improvements

New Feature Improvement AI Powered

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.
08 Jan 2026

New Industry Solution: Local City Councils

New Use Case

We've launched a specialized solution package for UK Local Authorities. Features include AI-trained "Bin Day" lookups, integration with "Report It" systems for fly-tipping/potholes, and specific WCAG 2.1 accessibility optimizations for public sector compliance.

Read the full breakdown
08 Jan 2026

Happy New Year & Pre-Chat Policies

New Feature Improvement

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.
18 Dec 2025

Enhanced Chat Reporting

Improvement

Updated reporting to give even more details about individual chats.

15 Dec 2025

Chat Interface & AI Enhancements

New Feature Improvement

We've introduced several user interface improvements to the chat experience and expanded AI customization options.

  • Chat Minimap: Added a new visual "minimap" to the chat window for easier navigation of long conversations.
  • Smart Scrolling: New auto-scroll blocking prevents the chat from jumping to the bottom when reviewing history while new messages arrive.
  • Robust Geolocation: Updated and hardened the geolocation functionality for more accurate visitor tracking.
  • AI Handover Customization: Added the ability to customize the message displayed when the AI agent hands over a chat to a human operator.
09 Dec 2025

AI Chat Summaries & Email Reports

New Feature AI Powered

We've introduced a powerful new AI-driven reporting feature to help you track conversation quality and outcomes effortlessly.

  • AI Chat Summaries: Automatically generates concise summaries of chat sessions using advanced AI upon closure.
  • Smart Email Reports: Sends a beautifully formatted, Outlook-compatible HTML email to administrators containing the summary, sentiment, and full transcript.
  • Sentiment Analysis: Instantly gauge customer satisfaction with color-coded sentiment indicators (Positive, Neutral, Negative).
  • Actionable Insights: The AI automatically identifies the conversation's end state and suggests follow-up actions.
  • Full Transcripts: Includes the complete, readable chat history alongside the AI insights for full context.
08 Dec 2025

Enhanced Filtering & Personalization

New Feature UX Update

We've further refined the dashboard with powerful new filtering tools and personalization options to help you work more efficiently.

  • Advanced Chat Filters: Updated live chat list with additional filters for "My Chats", "Active Chats", and "Replied Chats".
  • Profile Customization: Added new customization options for user profiles (top right), including chat bubble color settings.
  • Visual Indicators: New pulse animations and dynamic badges to highlight chats waiting for pickup or reply.
  • AI Integration: AI-handled chats are now fully integrated and visible within the "All Chats" tab.
  • Canned Replies: Refactored the Canned Replies interface for faster access and better responsiveness.
  • Performance: Optimized polling intervals and chat list rendering for a smoother experience.
07 Dec 2025

Dashboard & Chat Interface Enhancements

New Feature Improvement

We've released a significant update to improve the operator experience with new chat management features and interface improvements.

  • Copy & Paste: Added new copy and paste functionality to chat messages.
  • Dashboard: New additional Tabbed chats with status indicators.
  • Chat management: New setting within the chats interface to set the chat list as compact or expanded freeing up space as needed.
  • Export Options: Added export as plain text option.
  • Tabular Chat System: Added new tabular chat system.
  • AI Agent Integration: Updated all chats to now also include AI Agent chats below all other chats.
  • Auto-Focus: Chats now automatically focus on the text input when switching to a tabbed chat.
  • Interface Improvements: New hide sidebar (info panel) within a chat for more screen space.
  • Navigation: New minimise main menu option.
  • Chats: Foresight now shows as a different colored chat bubble for visibility.
24 Nov 2025

New WordPress Plugin Released

New Feature Integration

We are thrilled to announce the launch of our official IMsupporting Hybrid AI Chat plugin for WordPress!

This new plugin makes it easier than ever to add our powerful Hybrid AI live chat to your WordPress site. Features include:

  • One-Click Installation: Available directly from the WordPress Plugin Directory.
  • Seamless Integration: Works perfectly with the latest WordPress versions (6.x+).
  • Instant Setup: Just activate and enter your Account ID.

View Plugin Details Download from WordPress.org

21 Nov 2025

Bug Fix: Chat Status Controls

Bug Fix

We have resolved an issue where some users were not seeing the chat status controls in the dashboard.

Action Required: Please logout and login again to ensure the fix is applied to your session.
20 Nov 2025

AI Model Update & Agent Fixes

AI Update Bug Fix

AI Model Reversion: We have reverted the AI model to GPT 4.1 as the newer "5" model was experiencing latency issues, resulting in slower response times.

AI Agent Fix: Resolved an issue where some AI agent chats were not automatically closing. AI chats will now automatically resolve and close after 5 minutes of user inactivity (offline status).

19 Nov 2025

New Dashboard Release & Hybrid AI

New Feature Major Release

We are excited to announce the release of our brand new dashboard! This major update brings a modern, streamlined interface designed to improve operator efficiency.

Key Highlights:

  • Hybrid AI Integration: Seamlessly switch between AI-automated responses and human operator control. The AI suggests responses based on your knowledge base and past interactions.
  • Modern UI/UX: A completely redesigned interface for better usability and accessibility.
  • Enhanced Analytics: Deeper insights into chat performance and visitor behavior.
  • Improved Real-time Monitoring: Better visibility of active visitors and ongoing chats.
Migration Recommended: We strongly encourage users to migrate from the legacy dashboard and update their chat widget to the newer version. The new chat widget includes significant performance improvements and more customization options.

Learn more about the new dashboard

01 Oct 2025

New Website Release & HybriChat Branding

Major Release Rebranding

We have launched our new website in preparation for the upcoming dashboard and Hybrid AI features!

HybriChat: We are also introducing our new branding for HybriChat, representing our evolution towards a seamless blend of human and AI support.

01 Jan 2025

Legacy Dashboard Development Status

Announcement

We have now stopped development on the current legacy dashboard.

Security and bug fixes will continue; however, efforts are now placed on new features and our new HybriChat platform coming late 2025.