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Enhanced Cross-Tenant Chat Transfers - Cross-tenant transfers now support returning chats to their originating tenant and continuing the original pipeline. Session metadata, transcripts, routing history, guest information, and attachments can be carried between tenant sessions, and the Target Tenant ID field now supports variable substitution for dynamic routing.
Expanded SapphireIMS Ticketing Integration - The SapphireIMS integration now supports expanded ticket creation, lookup, updates, assignment, comments, project support, filtering, and metadata handling, along with improvements to ticket pagination and validation.
AI Insights in the Chat Pipeline Editor - AI Insights is now available directly within the Chat Pipeline editor, making pipeline analysis and AI-assisted pipeline editing easier to discover and use. The interface also includes an updated chat header, improved tool controls, and refreshed action icons.
Improved Email Handling for Large Attachments - Email pipeline items now resize large image attachments when needed and can retry delivery without attachments if size limits are exceeded, providing links to the original files instead.

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Release Updates - Demo Video

VideoDocument

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Enhanced Cross-Tenant Chat Transfers

Cross-tenant chat transfers now support more complete workflows between multiple Chime tenants, including transferring a chat to another tenant for processing and eventually returning it to the originating tenant. This example begins with an EastWestBank pipeline that uses a Tenant Transfer stage to send the chat to H2.

URL https://ci-ha.imchime.com/eastwestbank/Pipelines/Edit/47zgttee1yppc12xbec2cmjvdj…

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Configure Tenant Transfer Routing

The Tenant Transfer pipeline stage controls how a chat is handed off to another Chime tenant. The stage provides configuration for the target tenant, next stage, and transfer message, allowing the EastWestBank pipeline to route the session to H2 for additional processing.

URL https://ci-ha.imchime.com/eastwestbank/Pipelines/Edit/47zgttee1yppc12xbec2cmjvdj…

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Return Chats to the Originating Tenant

Transferred chats can now be returned to their originating tenant after processing in another tenant. The H2 pipeline can handle routing and agent connection before using another Tenant Transfer stage to return control to the original EastWestBank session and continue its pipeline.

URL https://ci-ha.imchime.com/hs/Pipelines/Edit/4n83zqgw9108avppk3kv5tdpmx?returnUrl…

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Dynamic Tenant Transfer Routing

The Target Tenant ID field now supports variable substitution, removing the need to configure a fixed tenant ID for return transfers. Using Session.TransferredFrom.TenantId dynamically routes the chat back to whichever tenant originally transferred the session.

URL https://ci-ha.imchime.com/hs/Pipelines/Edit/4n83zqgw9108avppk3kv5tdpmx?returnUrl…

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Preserve Data Across Tenant Transfers

Cross-tenant transfers now carry session information between the originating and destination tenants so it remains available after the chat returns. This includes session metadata, agent routing and wait-time information, transcripts, routing history, guest information, and attachments needed for subsequent pipeline processing and reporting.

URL https://ci-ha.imchime.com/eastwestbank/Session/ec31e9e1-99f9-44c8-b134-e1a079910…

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Expanded SapphireIMS Ticketing Integration

The SapphireIMS integration has been expanded with additional ticket creation and update capabilities directly from Chime pipelines. The ticketing stage can use chat and session information to create or update SapphireIMS tickets as part of an automated support workflow.

URL https://ci-ha.imchime.com/eastwestbank/Pipelines/Edit/47zgttee1yppc12xbec2cmjvdj…

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Ticket Details in the Guest Tab

Tickets created and associated with a chat session are now surfaced directly in the Guest tab, providing the ticket number and a link to the associated ticket. These details are available from both the chat transcript and the Agent Web Client for easier access during and after a conversation.

URL https://ci-ha.imchime.com/eastwestbank/Session/ec31e9e1-99f9-44c8-b134-e1a079910…

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Ticket Metadata in Chat Sessions

Ticket information created through the ticketing workflow is stored with the Chime session for use by other pipeline stages and integrations. Available metadata includes the ticket ID, ITSM provider, ticket number, and ticket URL.

URL https://ci-ha.imchime.com/eastwestbank/Session/ec31e9e1-99f9-44c8-b134-e1a079910…

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SapphireIMS Ticket and Transcript Comments

Chime can create SapphireIMS tickets using information collected during the chat and add the conversation transcript to the ticket comments. SapphireIMS ticket comments are now formatted as HTML, providing improved formatting and readability for transferred conversation content.

URL http://support.h2software.net/ITSM/setSessionData.do?isFromOtherUrl=yes&showEdit…

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AI Insights in the Chat Pipeline Editor

AI Insights is now integrated directly into the Chat Pipeline editor, bringing AI-assisted pipeline analysis and editing alongside the visual pipeline. Users can review a pipeline, ask questions about its configuration, and request changes without leaving the editor.

URL https://instantdev.imchime.com/Pipelines/Edit/4g81wsadrxs264f8wykdzvq6dg?returnU…

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Edit Pipelines with AI Insights

AI Insights can make pipeline changes from natural-language requests using the pipeline editing capabilities available within the editor. In this example, AI Insights is asked to add timeout handling that routes an agent connection timeout to a new Send Text stage.

URL https://instantdev.imchime.com/Pipelines/Edit/4g81wsadrxs264f8wykdzvq6dg?returnU…

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AI-Assisted Pipeline Changes

AI Insights can apply requested changes directly to the pipeline and report the completed updates in the assistant chat. Here, it creates the new Send Text stage and configures the Connect to Agent stage's timeout routing to direct timed-out connections to the new message.

URL https://instantdev.imchime.com/Pipelines/Edit/4g81wsadrxs264f8wykdzvq6dg?returnU…

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Improved Email Handling for Large Attachments

Post-chat emails now handle large image attachments more reliably by automatically resizing high-resolution images before sending. In this example, a 3,090 KB image was reduced to 905 KB and successfully included as an email attachment.

URL https://outlook.office.com/mail/AAMkADlkZDEzZjFiLWI5NmUtNGJlYi05NTZhLWY0MDczNDgz…