Properties

QuickChat in the Agent Web Client – QuickChat has been added directly to the Agent Web Client context panel. Agents can access available QuickChat collections and start QuickChat conversations while handling a chat.
AI Insights Chat Pipeline Analysis – New AI Insights tools allow AI to retrieve and understand chat pipeline configurations, analyze their structure, identify potential issues, and recommend improvements. Pipeline diagrams can also be generated as Mermaid flowcharts and rendered visually within AI Insights.
Mermaid Diagrams in FAQ Content – FAQ content now supports rendering Mermaid diagrams, allowing generated or published FAQs to display flowcharts and other supported diagrams directly.
Agent Chat Reconnection After Server/Tenant Restarts – Active agent chats can now recover more gracefully after server restarts, tenant reloads, deployments, or similar interruptions. Agent connections, routing timers, and escalation sessions are restored so conversations can resume without agents manually rejoining in most cases.
ServiceNow Interaction Data – Added ServiceNow API support for retrieving a user's most recent interaction record, providing groundwork for accessing ServiceNow bot conversation information.
InvGate Ticket Transcript Formatting – InvGate ticket creation now preserves line breaks in ticket descriptions and posts chat transcripts as ticket comments. Transcript comments are also sanitized to maintain proper formatting and skip empty entries.

Properties

QuickChat in the Agent Web Client

A new QuickChat tab in the Agent Web Client context panel gives agents direct access to QuickChat while handling an active customer conversation.

URL https://instantdev.imchime.com/Session/d6478824-c70c-4b25-b218-2c273f257fb9?conn…

Properties

QuickChat – Available Pipelines

Agents can browse QuickChat collections and select from assigned pipelines without leaving the active customer chat. This provides access to additional workflows, bots, agents, departments, or service queue levels from the same Agent Web Client window.

URL https://instantdev.imchime.com/Session/d6478824-c70c-4b25-b218-2c273f257fb9?conn…

Properties

QuickChat – Available Pipelines (Updated 9/4/2026)

Agents can browse QuickChat collections and select from assigned pipelines without leaving the active customer chat. This provides access to additional workflows, bots, agents, departments, or service queue levels from the same Agent Web Client window.

Properties

QuickChat – Active Conversation

Agents can run a QuickChat conversation alongside the active customer chat within the context panel, allowing them to use another pipeline or resource while continuing to assist the customer.

URL https://instantdev.imchime.com/Session/d6478824-c70c-4b25-b218-2c273f257fb9?conn…

Properties

QuickChat – Active Conversation (Updated 9/4/2026)

Agents can run a QuickChat conversation alongside the active customer chat within the context panel, allowing them to use another pipeline or resource while continuing to assist the customer.

Properties

AI Insights Pipeline Analysis

AI Insights can now analyze chat pipelines to provide a comprehensive review of their structure, stages, configurations, and overall flow. The analysis can identify potential issues and risks, recommend improvements, and generate visual pipeline diagrams to help evaluate and optimize pipeline design.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

AI Insights Pipeline Analysis - Pipeline Structure

The pipeline analysis can provide a structured stage-by-stage breakdown, including each stage type, its purpose within the chat flow, and the next stage in the pipeline.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

AI Insights Pipeline Analysis - Mermaid Diagram

AI Insights can display the pipeline's Mermaid flowchart to visualize the analyzed pipeline, providing an easy-to-follow view of how chats progress between stages.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

AI Insights Pipeline Analysis - Detailed Observations

Detailed observations provide a deeper review of individual pipeline stages, including their configuration, behavior, and role within the overall chat flow.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

AI Insights Pipeline Analysis - Agent Routing Details

Pipeline analysis can examine agent routing stages and their assigned agent lists, including current availability, waiting chats, and connected chats to provide additional context around routing behavior.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

AI Insights Pipeline Analysis - Pipeline Issues & Risks

AI Insights can identify potential issues and risks within the pipeline and organize the findings into a clear summary for review.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

AI Insights Pipeline Analysis - Recommended Pipeline Improvements

AI Insights can recommend an improved pipeline flow and configuration changes to address identified risks and improve the overall chat experience.

URL https://instantdev.imchime.com/ChimeV5.AI.Insights/Insights/ManagerInsights?mana…

Properties

Mermaid Diagrams in FAQ Content

FAQ content now supports Mermaid diagrams, allowing flowcharts and other supported diagrams to render visually within published FAQ content.

URL https://instantdev.imchime.com/faq/ai-insights-pipeline-analysis-outage-welcome-…

Properties

Agent Chat Reconnection After Server/Tenant Restarts

Active agent conversations can now recover across server or tenant restarts with minimal disruption. The chat shown continues from pre-restart to post-restart without requiring the agent to manually rejoin, aside from a brief delay during the restart.

URL https://instantdev.imchime.com/Session/32a18073-7172-4602-af56-9d85e253c343?conn…