We’re pleased to introduce the latest updates in Build 3177, featuring expanded AI integration...
We’re introducing major improvements to agent handoff, escalation, QuickChats UI, FAQs integration, and Teams UI notifications – making it easier for agents to route, escalate, and manage sessions with clarity and efficiency.
Share our latest updates with our build PowerPoint Presentation
Let’s dive into what’s new:
Overview
- Human Handoff Priority-Based Agent Lists & Routing – New agent list type with configurable priority levels, “No Chat” exclusions, and round-robin routing.
- Human Handoff L1 to L2 Escalation Enhancements – More visibility and clarity during escalations with agent comments, improved dashboards, and distinct escalation indicators.
- QuickChats / Web Client UI – Copy AI Responses – Copy button for AI-generated content in both QuickChats and the web client (including guest client).
- FAQs Integration – Script methods added to pull FAQs and SolarWinds solutions into workflows.
- Teams UI Hint for Notifications – New UI hint helps agents resolve issues when enabling Teams integration in the Manage Users section.
- MCP Error Handling Improvements – Smarter handling of tool requests that could stall chats. Prevents “server shut down unexpectedly” errors from disrupting responses.
- MCP Web Browse Tool – New browsing feature that lets the AI pull live data from websites. Works well on most pages, bypasses basic restrictions, and captures up to 40k characters per page.
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Expanded Graph API Lookup – Microsoft Teams Presence checks now work using both a user’s email address and User Principal Name (UPN)
Human Handoff Priority-Based Agent Lists & Routing
A new Priority Agent List feature enables structured routing based on configurable priority levels. Agents can be marked “No Chat” to exclude them from sessions, and routing now supports round-robin escalation from lower to higher priorities. The list UI is streamlined by removing dropdowns and consolidating fields into a single row.
Why It’s Useful: Managers get precise control over availability so sessions follow business priorities.
Human Handoff L1 to L2 Escalation Enhancements
Escalations now have clearer visibility. Agents can add comments when escalating; those notes appear with improved styling in dashboards and session details. A new escalate button simplifies requests, reporting captures both the prior pipeline stage and the agent’s comment, and escalated chats show a distinct dashboard icon for easy scanning.
Why It’s Useful: Smoother handoffs with complete context for faster follow-up.
QuickChats / Web Client UI – Copy AI Responses
Both QuickChats and the web client (including the guest client) now include a copy button on AI responses, making it effortless to reuse polished content. (Not available in Teams.)
Why It’s Useful: Cuts repetitive copy/paste and speeds up agent workflows.
FAQs Integration
Workflows can call SolarWinds solutions directly using getSolarwindsSolutions() and getSolarwindsSolutionById(id).
Why It’s Useful: Faster knowledge retrieval and more consistent responses inside automated flows.
Teams UI Hint for Notifications
In Manage Users, a hint now appears next to the Teams integration toggle: “If you turn this on, you will need to start a chat.” This nudge helps agents quickly resolve notification issues in Teams.
Why It’s Useful: Reduces confusion and shortens time-to-fix for missed notifications.
New MCP Web Browse Tool
A new MCP web browse tool lets the chatbot pull live data directly from webpages to ground its responses in real-time information. It works well with most standard sites (non-SPA pages) and leverages the same trusted headers as our FAQ feature to get around basic anti-scraping barriers. Content is trimmed at 40k characters to balance performance with detail.
Why It’s Useful: Gives employees access to fresher, more accurate responses by allowing the AI to reference current information from external websites.
Enhanced MCP Error Handling
We’ve improved how Chime handles unexpected errors when MCP servers shut down. Requests to list available tools now have proper timeouts, preventing them from stalling sessions. The chatbot also stays responsive during pipeline transitions, even if an MCP client is disposed in the background.
Why It’s Useful: Provides a more stable, reliable chat experience by ensuring conversations continue smoothly, even when underlying MCP servers encounter issues.
Microsoft Teams Presence Enhancements
Microsoft Teams presence integration now supports Graph API lookups using both User Principal Name (UPN) and email address. This improves accuracy when identifying users across different environments, ensuring presence data is more consistent and reliable.
Why It’s Useful: More dependable presence detection means smoother chat routing, better agent visibility, and fewer missed connections in Teams.
