Emergency diversion logic
Apply first-message guardrails to identify immediate-risk language and present urgent guidance to call 999 where relevant.
Match public intent quickly and route correctly
A strong 101 live chat flow should reduce confusion, gather core details early, and transfer only when necessary.
Non-emergency triage pathways
Guide visitors through issue categories such as anti-social behaviour, neighbourhood concerns, information sharing, or follow-up requests.
Human escalation on threshold
Move high-risk, vulnerable, or sensitive chats to trained operators while retaining conversation context.
Operational outcomes for police digital contact teams
- Reduce routine inbound pressure by automating repeat non-emergency questions.
- Capture structured context before officer involvement.
- Improve continuity between web contact and human follow-up.
- Maintain clear service messaging for public expectations and response paths.
Public-facing experience improvements
- Faster first response for non-emergency contact requests.
- Clear direction on what can be handled through 101 digital routes.
- Consistent guidance using approved force information and policy language.
- More accessible online contact outside traditional call spikes.
How a robust 101 live chat journey can be designed
- Initial safety and service-type check: confirm emergency vs non-emergency context, present appropriate instruction, and continue only for relevant online routes.
- Intent capture and location details: gather core metadata early (issue type, timeframe, location context, reference numbers where applicable).
- Knowledge-assisted guidance: provide verified next steps from force-approved docs and FAQs to improve consistency.
- Officer/staff handover: transfer complex or sensitive conversations to human teams with full transcript continuity.
- Audit-ready reporting: review demand trends, escalation reasons, and workflow outcomes for continuous service improvement.
Platform capabilities aligned to law enforcement website contact journeys
Visual flow builder
Design branching conversation paths for different incident types, office-hour handling, and specialist queue routing without rigid static forms.
RAG-based knowledge responses
Use policy documents and approved public guidance to reduce inconsistent responses and improve frontline digital clarity.
Hybrid AI-human mode
Automate routine stages, then escalate to operators when risk indicators, safeguarding concerns, or complexity thresholds are met.
Reporting and trend visibility
Review common enquiry patterns, route performance, and handover rates to refine scripts and staffing priorities.
Pricing options from IMSupporting
Use these public plan levels as a baseline for pilots, multi-team deployments, or enterprise-level requirements.
Solo
£49.99 / month
For initial pilots and focused digital-contact rollouts.
- 1 concurrent AI agent
- 1 human operator
- 500 APUs/month (approx.)
- UK hosting + integration assistance
Business
£1,499 / month
For active operational teams with broader escalation workflows.
- 5 concurrent AI agents
- 20 human operator accounts
- 10,000+ APUs/month
- Priority support and advanced features
Enterprise
Bespoke
For force-wide, multi-unit, or private infrastructure requirements.
- Custom infrastructure options
- Large operator teams
- Advanced integrations and SLA support
- Regional hosting options
Frequently asked questions
Can this replace emergency reporting channels?
No. Emergency scenarios must continue to direct users to 999. The platform is aimed at structured non-emergency contact journeys and public enquiry routing.
Can a force control escalation and messaging rules?
Yes. Workflow logic can route by intent, risk indicators, or operational hours, with configurable handover to human teams.
Can this support high-volume public contact periods?
Yes. Hybrid AI handling helps absorb repeat questions and keeps human teams focused on sensitive or high-complexity cases.
What is required to begin?
Create an account with email, password, and your website URL. Then configure your first journey and install the widget.
Build a clearer digital path for 101 non-emergency public contact
Launch with a pilot workflow, then expand to additional contact types, departments, and escalation scenarios once your team validates operational fit.
Start your law enforcement live chat setup