IMSupporting

Hybrid AI Chat Workflows

Provides a visual drag-and-drop builder to design AI-driven chat flows with conditional routing, branching logic, and automation. Enables no-code creation of complex customer support journeys.

RAG-Based AI Knowledge

Allows uploading company documents and FAQs to train the AI. Uses retrieval-augmented generation for accurate, context-aware responses sourced from proprietary knowledge bases.

Custom AI Tool Integration

Connects the AI assistant to external business systems via API. Automates tasks like order checks or CRM updates directly within chat conversations for end-to-end workflow execution.

Reporting & Analytics Platform

Offers a unified dashboard for real-time chat metrics, visitor intelligence, operator performance, and workflow path analysis. Supports operational optimization with audit-ready data.

Enterprise-Grade Security

Implements bank-level encryption, GDPR compliance, and multi-factor authentication. UK hosting with advanced threat protection ensures data security and regulatory adherence for sensitive industries.

Seamless Platform Integration

Includes native integrations with platforms like WordPress, Shopify, and WooCommerce. Provides REST API and webhooks for custom connections to existing business systems and e-commerce tools.

Hybrid AI-Human Mode

Balances AI automation for routine queries with live agent support for complex issues. Transfers full chat history during handoffs to maintain context and avoid customer repetition.

• E-commerce retailers: E-commerce sites integrate AI chat to automate customer support, track orders, and recover abandoned carts.
• Healthcare providers: Healthcare organizations deploy AI-enhanced live chat for patient engagement, ensuring GDPR compliance and efficient query resolution.
• IT support teams: IT help desks leverage hybrid AI-human chat to automate ticket creation, knowledge base retrieval, and escalate complex issues.
• Educational institutions: Universities adopt live chat for student admissions support, course inquiries, and AI-driven FAQ handling.
• Local government councils: Municipal councils implement GDPR-compliant chat for citizen service requests, non-emergency reporting, and public information access.

What is live chat software and why does your website need it?

Live chat software provides real-time communication between website visitors and support teams through a chat widget. It improves customer satisfaction and conversion rates by offering instant assistance instead of email or phone delays. IMsupporting adds AI automation to handle queries 24/7, making support more efficient and responsive.

How does AI-enhanced live chat differ from traditional live chat?

Traditional live chat relies entirely on human agents available only during business hours, risking missed inquiries outside those times. AI-enhanced live chat, like IMsupporting, uses artificial intelligence to instantly answer routine questions, capture leads, and route complex issues to humans with full context, ensuring round-the-clock coverage and faster response times.

What is the best live chat software for small businesses?

Small businesses need affordable, easy-to-setup solutions without per-conversation fees. IMsupporting starts at £49.99 per month with AI and human capabilities included, flat-rate pricing, and a 5-minute setup. It scales with business growth, offering AI automation to reduce manual support burden compared to competitors charging per seat or chat.

How can I add live chat to my website, WordPress, or Shopify?

Adding IMsupporting to any website takes under 5 minutes. For WordPress, install the dedicated plugin from the plugin directory. For Shopify, use the one-click app. For other sites like WooCommerce or custom builds, paste one line of JavaScript before the closing tag. The widget appears immediately and is fully customizable.

What are the data hosting and compliance features of IMsupporting?

IMsupporting hosts all data on UK servers with bank-level encryption, ensuring GDPR compliance by default. It adheres to the UK Data Protection Act 2018 and international standards. The Enterprise plan offers dedicated private infrastructure with regional hosting options (UK, EU, US), making it suitable for regulated industries like finance, healthcare, and government.

How does live chat benefit e-commerce businesses specifically?

E-commerce sites using live chat see higher conversion rates and reduced cart abandonment. IMsupporting’s AI answers product questions, checks stock, tracks orders, and recommends items automatically. It can escalate high-intent visitors to sales agents with browsing context, directly impacting average order value and customer retention.

What is the visual workflow builder and how does it work?

The visual workflow builder is a drag-and-drop canvas for designing chat automation without coding. Users create branching logic for data capture, routing, AI actions, and human handoff. It supports conditions like office hours, department status, or custom intents, enabling complex support journeys for lead qualification, compliance, or multi-team routing.

Why choose IMSupporting over competitors like Intercom or Zendesk?

IMSupporting offers hybrid AI-human live chat at predictable flat-rate pricing with no per-conversation charges, unlike some competitors. It includes built-in AI features like RAG knowledge and workflow automation without extra costs. With over 10 years of service, UK hosting, and scalability from solo to enterprise, it provides a balanced, cost-effective solution.

How does the RAG-based AI knowledge feature work?

RAG (Retrieval-Augmented Generation) allows IMsupporting’s AI to pull accurate responses from uploaded documents, FAQs, and knowledge bases. Users upload content in various formats; the AI retrieves relevant snippets to generate context-aware answers. This reduces hallucinations and ensures responses align with company-specific information, improving reliability for customer support.

What are APUs and how do they affect pricing plans?

APUs (AI Processing Units) measure AI chat usage, where 1 APU roughly equals one AI-assisted conversation. Plans include generous APU allowances—Solo has 500/month, Business has 10,000+. Pricing remains flat regardless of chat volume; only consistent overages might require upgrading, avoiding per-conversation fees and ensuring predictable monthly costs.

Can I use my own AI API keys with IMSupporting?

Yes, the Business and Enterprise plans allow Bring Your Own (BYO) AI API keys. This lets businesses integrate their preferred AI models (e.g., OpenAI, Anthropic) into IMsupporting’s workflows, customizing AI behavior while retaining the platform’s routing, analytics, and human handoff capabilities for a tailored support experience.

How does the hybrid AI-human chat handoff function?

In hybrid mode, AI handles routine queries instantly. For complex or sensitive issues, it seamlessly transfers the chat to a human agent with full conversation history and context. This ensures continuity—customers don’t repeat information—and combines AI efficiency with human empathy for better resolution rates and satisfaction.

What platform integrations are available with IMSupporting?

IMsupporting offers native integrations with WordPress, Shopify, WooCommerce, Magento, Joomla, and Drupal. It also provides REST API and webhooks for custom connections to CRM, inventory, or payment systems. The AI can perform actions like checking stock or processing orders via these integrations, extending automation across existing tech stacks.

IMSupporting is an AI-enhanced live chat platform that automates customer support through hybrid AI-human workflows, visual routing, and RAG-based knowledge retrieval from uploaded documents.

• Create an account on the IMSupporting platform, selecting a plan based on required concurrent AI agents, operator seats, and monthly APU allowances.
• Install the chat widget by embedding JavaScript on your site or using dedicated plugins for WordPress, Shopify, or other supported platforms.
• Design automated chat paths using the visual workflow builder, defining triggers for AI responses, human handoffs, and conditional routing logic.
• Upload company documents and FAQs to train the RAG AI, enabling context-aware answers from your specific knowledge base.
• Configure human operator profiles, including availability schedules and handoff protocols for seamless AI-to-human conversation transfers.
• Integrate external systems such as CRM, e-commerce, or ticketing tools via native connections or custom API tool setups.
• Customize widget appearance, branding colors, and pre-chat forms to match your website’s design and data collection needs.
• Monitor real-time analytics in the reporting dashboard to track AI resolution rates, operator performance, and visitor engagement metrics.
• Analyze workflow path data and customer feedback to iteratively improve AI training content and routing rules for higher satisfaction.
• Scale your subscription by upgrading AI agent capacity or operator seats as chat volume increases, ensuring consistent service without interruption.