Answer website questions, then bring in a human
Website chat, content-grounded answers, configured human escalation, browser video and public ticket creation and lookup. Co-browsing is future scope.
Start with a team and workflow you can name.
Agencies and teams serving multiple brands
Customer-experience consultancies · Web and conversion agencies
View solutionWhat InstaSupport does.
Live chat & agent queue
Pending, active and resolved conversation states with typing indicators and an agent queue.
AI bot on your content
Crawl your site, ingest docs, PDFs and Word files. The bot answers from your content, then escalates on keyword or sentiment with a written summary.
Video, audio and screen share
One click from chat, nothing for the visitor to install. Co-browsing is not currently available. Chat, video and screen sharing are supported.
Book from the widget
Visitors can choose an Instaconnect booking slot in the page or use a configured voice-booking entry point. External calendar write-back is not promised.
QR Connect
A QR code can open a configured public entry point for general chat, booking or video workflows. Waiting-room assignment and navigation are future scope.
Tickets, visitors & feedback
One-time-passcode-validated public ticket creation and lookup, visitor notes and configurable feedback collection. Automatic chat-to-ticket conversion is future scope.
One-script embed & theming
Copy one script tag. Colours, position, logo and entry points (chat, book, call) are yours.
From website question to human help
- 01
A visitor asks a website question
Your content team owns what the widget should cover.
The embedded widget receives the question on the page where it arose.
- 02
The assistant answers from approved material
A named content owner keeps that material current.
It uses connected website content and documents and can show the source material behind an answer.
- 03
Configured rules escalate the conversation
A support lead owns the rules and staffing window.
Keyword or sentiment rules can send the conversation to the human queue with a written brief.
- 04
An available agent can move to video
The available agent decides when a visual session is appropriate.
The agent can continue in chat or offer browser video and screen sharing when showing is clearer than telling.
- 05
A human owns the next action
Your designated agent owns closure and follow-up.
The team records and completes the agreed follow-up outside any unsupported automatic ticket conversion.
What to prepare
- A named content owner and a current, approved set of website pages or documents.
- Escalation rules, queue coverage and a fallback when no agent is available.
- Widget placement, entry points, brand treatment and embed ownership.
- Decisions for video, screen sharing, recording notices and access permissions.
Plan around the current limits
- Public ticket creation and lookup use one-time-passcode validation. Automatic chat-to-ticket conversion is future scope, and OTP does not guarantee bot prevention.
- Post-chat feedback can be collected; per-agent CSAT analytics are not currently offered.
- Co-browsing, WhatsApp, SMS and telephony are future scope and excluded from the current offer.
- Chat, tickets, meetings and visitor details should not be treated as one universal inbox or unified customer record.
Questions about InstaSupport
What can the assistant answer from?
It can use configured website content and uploaded documents. Your team remains responsible for selecting, approving and maintaining those sources.
What happens when the assistant cannot answer?
Configured keyword or sentiment rules can route the conversation to an available human queue with a written brief. Your staffing and fallback plan determine what happens next.
Can an agent show the visitor what to do?
Supported browser sessions can use video and screen sharing. Co-browsing, where an agent controls or jointly navigates the visitor's page, is future scope.
Does every chat become a ticket?
No. Public ticket creation and lookup with one-time-passcode validation are supported. Automatic chat-to-ticket conversion is future scope.
How are commercial terms set?
Usage and commercial terms are agreed in a written proposal for the selected workflow; the website does not promise a per-resolution price or a self-serve plan.
Go deeper before the walkthrough.
Pairs naturally with the rest of the platform.
Review an InstaSupport workflow with your team.
Bring your current content, escalation rules and staffing model. We’ll separate supported steps from future scope and follow with a written proposal.