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September 11th 2025 - Release Notes: Manager Dashboard Enhancements, SolarWinds Ticketing Updates, and Teams Presence Controls

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We’re rolling out new Manager Dashboard styling, expanded SolarWinds ticketing options, transcript access through the Reporting API, and enhanced Teams Presence controls — giving agents and managers better visibility, faster workflows, and proactive credential monitoring.

Let’s dive into what’s new:

Overview

  • Manager Dashboard Active Chats Enhancements – Updated styling with consistent dashboard decorations.
  • AI Sandbox & Prompt Library Usability Updates – Multi-line entry and improved readability.
  • SolarWinds Ticketing Lookup & Assignment Options – Look up tickets by ID or number, assign to first/last accepting agent.
  • SolarWinds Ticketing Guest History Search – Search guest chat history sessions.
  • Reporting API Session Details & Transcript Access – Retrieve session info and transcripts via API.
  • Teams Presence Integration Availability Controls – Configure which Teams states route chats.
  • Graph API Presence Credential Monitoring – Background task warns before credential expiration.

Manager Dashboard Active Chats Enhancements

The Manager Dashboard active chats area now uses improved styling with the same visual decorations as the Agent Dashboard, giving managers consistent visibility into active sessions.

Why It’s Useful: Provides clearer, consistent visibility into live chats, helping managers supervise more effectively.

AI Sandbox & Prompt Library Usability Updates

We’ve made improvements to both the Sandbox and Prompt Library:

  • AI Sandbox – Shift+Enter now creates a new line, while Enter still submits the message.
  • Prompt Library – Input fields now support multi-line entries for longer prompts.

Why It’s Useful: Makes it easier to work with longer prompts and draft more detailed AI test inputs.

SolarWinds MCP Ticketing Lookup & Ticket Creation Assignment Options

We’ve expanded SolarWinds ticketing integration to include:

  • MCP Lookup by Ticket ID or Ticket Number – Faster searches across both identifiers.
  • Ticket Assignment Options – Assign tickets to either the first or last agent who accepted the chat.

Why It’s Useful: Provides flexibility in how tickets are created and tracked, reducing manual hand-offs.

Agent Webclient - Guest Chat History Search

Agents can now search directly within guest chat history sessions, making it easier to find past conversations tied to a customer.

Why It’s Useful: Saves time by keeping ticket and chat history in one view, without switching systems.

Reporting API Session Details & Transcript Access

A new Reporting API endpoint lets you pull full session details, including transcripts, using the same API key system as existing reports.

Why It’s Useful: Makes it easier for admins to analyze individual chats and extract transcripts for training or compliance.

Teams Presence Integration Availability Controls

Admins can now configure which Teams presence states count as “Available” in Chime. This includes options like “Busy” or “In a Call,” depending on how you want routing to behave.

Why It’s Useful: Gives admins control over how presence is mapped, aligning routing with each team’s workflow.

Graph API Presence Credential Monitoring

Chime now automatically checks Graph API app secret expiration for Teams Presence and will notify administrators two weeks before credentials expire.

Why It’s Useful: Prevents unexpected downtime by warning admins before credentials need renewal.