May 28th 2025 - Build 3005 Release Notes: AI Feedback Ratings, New AI Dashboard, Reporting Enhancements, and More

We’re excited to share the latest updates in Build 3005, which introduces several powerful new features to improve AI transparency, agent insight, and operational visibility. Here’s a look at what’s new:

AI Feedback System Expansion

We’ve added a built-in feedback mechanism to make AI interactions more accountable and transparent.

• Thumbs-Up/Thumbs-Down Ratings: Users can now rate AI responses during live chats, giving admins and managers direct insight into what’s working—and what’s not.
  
  
  
  Positive Feedback (Thumbs Up Button):
  
  
  
  Negative Feedback (Thumbs Down Button):
  
  

• Web Client Feedback Form: Unlike the Teams chat interface, where feedback appears inline, the web client now opens a dedicated feedback form page when a user submits a rating
  
  

• New Feedback Pages: Two new views—AI Feedback Entries and Search AI Feedback—enable detailed review of each rated interaction.
  
  
  
  

• Automated Workflow Trigger: Feedback submissions now trigger a new event, enabling follow-up workflows or analytics triggers.
  
  

This marks a big step toward refining AI behavior and ensuring our chat support meets your expectations.

AI Dashboard

The new AI Dashboard gives Admins and Managers a unified space to:

• Track trends in AI performance

• Review cumulative feedback scores

• Identify patterns across large volumes of chat data
  
  

It’s your central hub for making informed decisions about how AI is used across your service desk.

Streamlined Navigation for AI Management

To support our growing AI features, we’ve restructured the navigation:

• New AI Submenu: All AI-related items are now organized under a clean, dedicated submenu for Admins and Managers.

• This improves usability and helps teams quickly find what they need.
  
  

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Reporting Enhancements

We’ve expanded the library of prebuilt reports to help you stay on top of agent performance and customer sentiment:

New Reports Include:

• Chats with AI Feedback Ratings (Includes separate reports for Positive and Negative feedback ratings)
  
  
  

• Chats by Agent List: Total vs Accepted vs Resolved
  
  
  

• Level 1 Chats Handled and Resolved Over Time
  
  
  

• Level 1 Chats Handled vs Escalated and Resolved Over Time
  
  
  

• Chats by Guest Job Title
  
  
  

These reports are designed to give your team actionable insight into escalation trends, AI effectiveness, and guest demographics.

JavaScript Enhancements

We’ve expanded our JavaScript capabilities to support more powerful integrations:

• Updated Method: makeHttpGetRequest now supports a timeout value and improved error handling.

• New InvGate Support Methods:

  • getInvgateAgentAssignedToTicket(ticketId)

  • getInvgateTicketComments(ticketId)

  • getInvgateTicketCategory(ticketId)

  • getInvgateTicketLastComment(ticketId)

  • getInvgateTicketGroup(ticketId)

These additions support faster, more dynamic ticket resolution within InvGate integrations.

Email System Enhancements

A new level of customization has been added to email communications:

• Custom Email Templates: Managers and Admins can now create and preview reusable email templates.
  
  
  
  

• Enhanced Email Pipeline: A new pipeline item allows for:

  • Agent list targeting

  • Specific recipient control

  • Dynamic template assignment
    
    

These updates make it easier than ever to send the right message to the right people—every time.

Related Content

• Full Release Notes Page - Chime V5 Site
• 2025 - May Release Notes - FAQ
• Build 3005 - May 28th - PowerPoint