We’re excited to introduce the latest updates in Build 3201, featuring smarter chatbot configuration, improved agent dashboard behavior, enhanced SolarWinds integration, and better workflow access to session data.
Let’s dive into what’s new:
AI Chatbot Pipeline Enhancements – Configure GPT chatbots using centralized Prompt Library items
Pipeline List View Update – New visual indicators clarify pipeline types
Agent List Summary View Enhancements – Better visibility into list composition and agent status
Agent Dashboard Session List Fixes – Prevent accidental chat accept and improve UI behavior
SolarWinds FAQ Importer – Sync knowledge base articles from SolarWinds ITSM into Chime
Agent Web Client UI Polish – Improved layout and heading sizes for better clarity
Workflow Session Access – Liquid template support for accessing full session metadata
Data Table Rendering Fix – Stable table layouts with Lombiq.DataTables helper
Security Patch – Updated ImageSharp library to resolve CVE-related build issues
We’ve introduced a new variant of the GPT chatbot pipeline that leverages Prompt Library items for configuration, making chatbot management simpler and more consistent.
What’s New:
Pipelines can now reference a Prompt Library item for GPT settings and system prompts
Centralized control improves consistency and reduces manual setup effort
Why It’s Useful:
It’s now easier to manage multiple bots with shared logic and standardized prompts.
We’ve updated the pipeline summary view to make it easier to understand which type of AI chatbot is being used.
What’s New:
Visual labels now distinguish between:
Standard AI Chatbot Pipelines (configured manually)
Prompt Library–based AI Chatbot Pipelines
Clearer indicators help developers and admins quickly identify each pipeline's configuration type
Why It’s Useful:
Improves visibility into chatbot architecture, especially when managing multiple pipeline types across teams or tenants.
The agent list summary view has been improved to surface more meaningful, real-time information for administrators.
What’s New:
Each agent list now clearly displays its type:
All Agents
Selected Agents
Tagged Agents
Lists show:
How many agents are currently online
The status of each included agent
Why It’s Useful:
Gives managers better visibility and real-time awareness of staffing levels and targeting logic.
We've improved the chat session list experience for agents using the web client.
What’s New:
Clicking on a session row no longer triggers chat acceptance
Cursor behavior now reflects expected interactivity
“Accept Chat” and “View Details” remain fully functional
Why It’s Useful:
Reduces accidental interactions and improves agent control during high-traffic support situations.
We’ve expanded our SolarWinds integration by enabling import of FAQ and Knowledge Base content directly into Chime.
What’s New:
Automatically pull solution data from SolarWinds ITSM
Imported FAQs can be accessed by agents or integrated into workflows
Why It’s Useful:
Ensures agents have easy access to updated help content without switching platforms.
We’ve polished the agent interface for better readability and usability.
What’s New:
Reduced heading size in the session details view for cleaner layout
Fixed UI overflow issues where large text could obscure other elements
Why It’s Useful:
Improves clarity and avoids layout disruptions during active chat sessions.
We’ve made workflows more powerful and improved error handling for session collisions.
What’s New:
Enhanced error messages for duplicate session ID conflicts
Improved logic for cleaning up ended sessions to reduce cache issues
Workflows now have access to session metadata through Liquid templates, including:
started in
at
isNew=
pipeline name =
Why It’s Useful:
Enables more intelligent, data-aware workflow logic and easier troubleshooting.
We’ve resolved layout issues affecting some data tables by integrating a new tag helper (Lombiq.DataTables).
Why It’s Useful:
Delivers cleaner, more stable data views across admin and dashboard pages.
We updated the ImageSharp library to resolve a security vulnerability that was impacting builds.
Why It’s Useful:
Ensures build integrity and keeps your environment secure and up to date.