Platform Updates

New Industry Solution: Local City Councils

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.

Happy New Year & Pre-Chat Policies

Enhanced Chat Reporting

Updated reporting to give even more details about individual chats.

Chat Interface & AI Enhancements

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.

AI Chat Summaries & Email Reports

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.

Enhanced Filtering & Personalization

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.

Dashboard & Chat Interface Enhancements

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.

New WordPress Plugin Released

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

Bug Fix: Chat Status Controls

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

AI Model Update & Agent Fixes

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).

New Dashboard Release & Hybrid AI

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.

Learn more about the new dashboard

New Website Release & HybriChat Branding

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.

Legacy Dashboard Development Status

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.