HybridChat gives your customers instant, accurate answers 24/7 — and connects them with your team the moment a human touch is needed. No dead ends. No frustration. Just brilliant conversations.
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A simple, powerful loop that handles every customer conversation intelligently — from the first word to the perfect resolution.
The moment a visitor opens the chat widget, their opening message is processed by the AI. Intent is detected within milliseconds — the system already knows whether this is a product question, a complaint, or a support request before your human team even see it.
Using Retrieval-Augmented Generation, the AI searches your uploaded documents — product specs, policies, FAQs, pricing guides — and retrieves the most relevant content in real time. The response it generates comes directly from your content, not generic training data.
For 75–90% of incoming messages, the AI handles the full conversation — order status, product availability, opening hours, returns policy, technical FAQs. Customers get their answer in under a second. No waiting. No queuing. No telephony maze.
When a conversation requires judgement, empathy, or specialist knowledge, the AI gracefully escalates to a human agent — passing the full conversation history, the customer's intent, and a contextual summary. The agent picks up exactly where the AI left off, with everything they need.
A complete hybrid AI chat platform — no third-party integrations required for core functionality.
Design complex conversation logic visually — no code required. Build branching decision trees with conditional branches, webhook triggers, form capture steps, calendar booking integrations, sentiment detection nodes, and human handoff triggers. Your workflows run 24/7 automatically, handling routine flows without any agent involvement. You can create department-specific workflows so a sales lead is handled completely differently from a technical support query — each optimised for conversion or resolution.
Upload your PDFs, policies, product catalogues, and web pages. The AI retrieves and cites your own content — never fabricating facts about your business. Update documents any time; changes are reflected within minutes.
Create Sales, Support, Billing, Technical, or any custom department with its own queue and specialist agents. The AI detects intent from the opening message and routes automatically — no customer effort required.
Your UK team serves international customers without a language barrier. Messages are translated in both directions within the secure platform environment — no external translation API, no data leaving the platform.
Resolution rates, agent performance, department load, topic frequency, CSAT scores, and conversion attribution — in one dashboard.
Fine-grained permissions per agent, team lead, and administrator. PII redaction, encrypted audit trails, and multi-location backups included.
When your team goes offline, the AI stays on — fielding queries and preparing agent briefings for every conversation that arrives overnight.
See why businesses are replacing traditional chatbots — and why pure-human chat can't scale without burning out your team.
Different industries. Different pressures. One platform flexible enough to handle them all.
The AI answers stock, sizing, delivery, and returns questions from your catalogue in real time. Abandoned cart trigger workflows re-engage hesitant shoppers proactively. Complex complaints escalate to your fulfilment team with full order context already loaded.
Workflows are pre-configured to detect regulated advice triggers and route immediately to a qualified human. The AI handles only factual, general queries — policy wording, product descriptions, branch locations — staying within compliance guardrails at all times.
The AI answers availability, pricing, accessibility, and facility questions instantly — 24/7. Booking workflows capture preferences and hand off to reservations specialists with a complete brief. Multi-language support serves international guests without language barriers.
The AI manages appointment FAQs, opening times, referral procedures, and service information. Clinical questions are immediately routed to qualified practitioners. Patient communication is handled sensitively, compliantly, and with complete data residency in the UK.
The RAG system ingests your developer documentation, help articles, API guides, and release notes. Standard "how do I…" questions are resolved without engineer involvement. Genuine bugs, edge-cases, and enterprise queries reach your team with full diagnostic context.
Intake workflows qualify leads — capturing area of law, situation summary, urgency, and budget — before routing to the right solicitor or consultant. The specialist receives a complete pre-brief and can start the conversation already informed. Conversion rates improve dramatically.
Hybrid AI chat is a customer communication approach that combines an artificial intelligence layer for rapid, scalable query handling with a human agent layer for complex, sensitive, and high-value conversations. The two layers operate together seamlessly — the AI processes the first contact, resolves what it can using your knowledge base, and routes everything else to a skilled human with full conversational context.
It is importantly distinct from both a pure chatbot (which operates autonomously without human backup) and traditional live chat (where every conversation is queued to a human from the start). The hybrid model captures the best characteristics of each: the 24/7 availability and instant response speed of AI, combined with the empathy, judgement, and creative problem-solving of human agents.
The term "hybrid" also reflects a design philosophy: the AI is an enabler of human agents, not their replacement. Agents using a hybrid platform are dramatically more productive because they spend their time exclusively on conversations that genuinely require their skills, rather than answering the same ten questions repeatedly throughout the working day.
Standard large language models are trained on generic internet data. They understand language fluently, but they know nothing specific about your business — your products, your pricing, your policies, your procedures. Ask a standard LLM about your returns window and it will either admit ignorance or, worse, fabricate a confident but wrong answer.
Retrieval-Augmented Generation (RAG) solves this by giving the AI direct, real-time access to your business documents. When a customer asks a question, the RAG system searches a private, encrypted vector store built from your uploaded documents and retrieves the most semantically relevant passages. Those passages are injected as context into the AI's response generation — so every answer is grounded in your actual content.
The practical consequence is significant: the AI can answer detailed, specific questions about your business accurately and consistently, without any hallucination risk. You control the knowledge base entirely. Upload new documents at any time; the system re-indexes within minutes and the AI immediately reflects the update across all conversations.
Chat conversations frequently contain personal data: names, email addresses, phone numbers, order details, health information, and financial specifics. Under UK GDPR, businesses are responsible for how this data is stored, processed, and transferred — and transfers outside the UK require specific legal safeguards that may be difficult or impossible to satisfy with cloud AI providers hosted in the United States or EU.
The HybridChat platform stores and processes all data exclusively in UK data centres. No chat transcript, no customer record, no knowledge base document, and no agent interaction log is transmitted to offshore infrastructure. This is a hard architectural constraint, not a configurable option — it means your UK GDPR position is simple, clean, and auditable.
For regulated businesses — financial services firms under FCA supervision, healthcare providers under CQC oversight, and legal practices under SRA regulation — this distinction is not merely convenient; it is often a hard compliance requirement. The HybridChat platform was designed with UK regulatory context as a first-class concern from day one.
The economic case for hybrid chat operates on two fronts simultaneously. First, cost reduction: when the AI resolves 75–90% of incoming queries without human involvement, the human headcount required to manage a given volume of customer contacts decreases substantially. For growing businesses, this means support capacity that scales with volume without proportionate cost growth.
Second, quality improvement: human agents freed from answering repetitive tier-1 queries become significantly more effective at their actual strength — handling complex, nuanced, high-stakes conversations. Agent satisfaction typically improves because the work becomes more engaging. Customer satisfaction typically improves because complex queries receive more thoughtful, expert attention rather than tired, routine responses from an overloaded team.
Additionally, out-of-hours coverage captures customer intent that would previously have been lost. Queries submitted overnight are answered by the AI, and contact details and conversation context are captured for human follow-up the next morning. The effective service window extends from your agents' working hours to 24 hours a day, 7 days a week — without any additional staffing cost.
Grow from a single operator to an enterprise team — the platform scales with you at every stage.
1 operator account included
Up to 20 operators · +£14.99/extra operator/mo
Tailored for enterprise scale and requirements