Before You Sign Up
Straight Answers to the Questions That Matter
No marketing waffle. Direct answers about how the platform works, what's included, and why it's different.
How does Hybrid AI live chat actually work on my website?
A lightweight JavaScript snippet is added to your website — before the </body> tag or via the WordPress plugin. When a visitor starts a chat, the Hybrid AI engine takes over immediately: pulling answers from your uploaded knowledge base using RAG, following your custom workflows, and escalating to a human operator with full conversation history when the complexity warrants it. The experience is seamless and branded to your site.
What is RAG and why does it matter for live chat quality?
RAG stands for Retrieval-Augmented Generation. Instead of your AI guessing or fabricating answers from generic training data, it performs a live search of your actual uploaded documents at query time — PDFs, policy files, product sheets, employee handbooks — and generates an answer grounded in your verified content. This eliminates hallucination risk and ensures on-brand, accurate responses every time.
Can I build conversation flows without any coding knowledge?
Yes — that's a core design principle. The visual workflow builder uses a drag-and-drop canvas. You add message steps, AI query actions, conditional branches, human handoff nodes, webhook triggers, and scheduling conditions by dropping them onto the canvas and connecting them. No code required. Workflows are deployed live instantly when you publish from the dashboard.
Where is my customer data stored?
All data — chat transcripts, knowledge base documents, operator accounts, and analytics — is hosted on UK-based servers operated by IMSupporting. Data does not leave UK infrastructure. This makes the platform well-suited for UK GDPR compliance, public sector procurement requirements, NHS digital standards, and organisations with strict data residency policies.
How long does setup actually take?
Most websites are live with fully configured Hybrid AI chat within 15–20 minutes. You sign up, install the snippet (or WordPress plugin), upload a few documents to the knowledge base, build a basic workflow on the canvas, and publish. A free setup call is included with every plan if you want expert guidance during configuration.
Can I bring my own OpenAI or other AI provider keys?
Yes, on Business and Enterprise plans. You can connect your own API keys from OpenAI, Anthropic, or other supported AI providers. This gives you control over model selection, cost management, and AI data processing boundaries — useful for organisations with strict policies around third-party AI usage.
Is there a minimum contract or long-term commitment?
No minimum contract on Solo or Business plans. Both are billed monthly — cancel from your dashboard at any time with no penalty. Enterprise plans can optionally include SLA-backed agreements where required for procurement or compliance approval processes.
What's the difference between AI Agents and human operator accounts?
AI Agents are simultaneous automated chat threads handled by the platform's AI — they run 24/7 without human involvement. Human Operator Accounts are login credentials for your real team members who monitor the dashboard, respond to escalated chats, and manage workflows. The two work together: AI handles volume, humans handle complexity. The Solo plan includes 1 of each; Business includes 5 AI agents and 20 operators.