Blog Posts
Guide for Creating Links in FAQ Articles and Tips to Make Sure They Open in Teams Correctly
Wednesday, May 8, 2024
How to set up and configure links in FAQ Articles and some formatting notes and examples so you can make sure FAQs look good and function properly in Chime V5.
How to have a Teams Admin push the Chime V5 app to pilot groups or org-wide
Tuesday, April 30, 2024
Once you are ready to start deploying the Chime V5 app either for your small pilot testing or when pushing to it to your organization, this guide will help to lay out the steps to follow to get the app pushed as well as cover some of the customization options to consider before pushing to groups of users.
Graph API permission needed to enable Azure AD/Entra login for the Chime V5 web application
Tuesday, April 30, 2024
When initially onboarding Chime V5 you will need an Azure AD/Entra Admin to approve the use of some Graph API permissions for Chime V5 web application to enable Azure AD/Entra login. In this article we will cover the list of API permissions you will need and details of what each of them do and are used for. Below are the specific Graph API permissions Chime V5 will request when you are prompted to approve Azure AD/Entra login
Set up Chat Routing Notifications for your Agents Using a Teams Channel
Monday, April 29, 2024
When employing Chime V5 pipeline workflows, agents can now receive notifications directly on their dashboard when new chat sessions arrive. By integrating Webhooks with Teams, these V5 workflows can be linked to a designated Teams channel, providing improved accessibility through broadcast notifications.
Setting Up Real-time Agent Notifications with Teams Integration
Monday, April 29, 2024
This feature allows agents to receive instant notifications in their Teams client when a chat is routed to them, directly from the bot. In this guide, we'll walk you through the setup process to ensure a seamless integration into your workflow.
6 Steps to Customize (Apply Branding) Teams App in Teams Admin
Tuesday, April 23, 2024
Guide on how to customize the Chime V5 app for your organization from the Microsoft Teams Admin Center. This will allow you to change the logo image, naming, and icon that shows up in the left-side menu.
How to Authorize Chime V5 Teams App in Microsoft Teams Admin Center
Tuesday, April 23, 2024
Guide on how to authorize the Chime V5 app for your organization from the Microsoft Teams Admin Center. This will allow you to allow users to install the app onto their Teams clients, and also open up the option for you to later go through and set policies to auto-install the app for users, or have it pinned to their apps list.
How to Create a Markdown Link on an FAQ That Opens on a New Tab
Wednesday, April 17, 2024
Detailed guide on how to create markdown links in Chime FAQs and some advanced use cases.
Streamline Customer Support: Optimizing Agent AI Assist for Success
Monday, April 8, 2024
Discover how to optimize customer support with our comprehensive guide on configuring and utilizing the Agent AI Assist feature. Learn to set up custom Chat GPT bot parameters, leverage cognitive search for streamlined responses, and enhance the guest experience.
Configure Azure Graph API for Chime V5 SharePoint Import Integration
Wednesday, March 27, 2024
Efficiently Configure Chime v5 SharePoint Importer with Azure Graph API: Learn setup steps including SharePoint Application Permission addition, Chime Admin setup, Azure Admin consent, and essential roles.
Maximizing SharePoint Site Importer Efficiency for Chime V5 FAQs
Wednesday, March 27, 2024
Learn how to set up and utilize the SharePoint site importer in Chime V5 FAQs. Follow steps to configure Azure AD App Registration, select SharePoint sites/document libraries, and import content as FAQs.
Integrating Microsoft Teams Bot Framework into Your Webpage
Wednesday, January 24, 2024
Enhance your help desk landing page or support webpage by integrating your Microsoft Teams Bot Framework application. This guide will walk you through the process of creating an HTML button that opens your Teams bot, allowing your end users to access it without leaving your webpage.
All Metadata Values Available in Chime
Wednesday, January 17, 2024
Blog article with a table that you can use to see any available metadata variables that are usable for reporting, adaptive cards, standard replies, and outages. This is a good resource for if you want to create your own dynamic content in ChimeV5 or add in new reports.
AI Agent Translation: Bridging Communication Across Languages
Monday, January 15, 2024
This update introduces a groundbreaking feature – ChimeV5.AI.AgentTranslation, designed to facilitate seamless communication between agents and guests, breaking down language barriers in real-time.
Optimizing Incident Management with Invgate Ticketing Integration
Wednesday, December 13, 2023
The Invgate Ticket Listing Pipeline Action is a powerful feature designed to fetch open incidents for a seeker and associate them with ongoing chat sessions. This integration enhances collaboration and simplifies issue tracking for support teams.
Enhancing Content Security: A Closer Look at Role-Based Security in Chime V5
Tuesday, December 12, 2023
In today's environment, where safeguarding data is crucial, implementing effective access control for sensitive information is essential. Chime V5 offers a role-based authorization feature to address this need. This way, you make sure only the right people can access sensitive information.
Simplifying Login Domain Restrictions in Chime: A Step-by-Step Setup Guide
Monday, December 11, 2023
Chime, a powerful collaboration platform, offers robust features for user management, including the ability to set up domain restrictions for added security and control. In this step-by-step guide, we'll walk you through the process of configuring login domain restrictions in Chime.
Configuring Chime V5 for Seamless Real-time Agent Notifications and Teams Integration
Tuesday, November 21, 2023
Chime V5 introduces real-time agent notifications through Microsoft Teams integration, enabling instant notifications in Teams when a chat is routed. Agents receive notifications directly in their Teams client, optimizing responsiveness and collaboration.
Streamline Communication and Issue Resolution with Webhook-powered Teams Integration
Thursday, November 16, 2023
When employing Chime V5 pipeline workflows, agents can now receive notifications directly on their dashboard when new chat sessions arrive. By integrating Webhooks with Teams, these V5 workflows can be linked to a designated Teams channel, providing improved accessibility through broadcast notifications.
Enhancing Azure OpenAI ChatGPT with Azure Cognitive Search: A Step-by-Step Guide
Friday, November 3, 2023
Learn how to enhance Azure OpenAI ChatGPT with Azure Cognitive Search in this step-by-step guide. By integrating your own data and setting up Cognitive Search, you can empower ChatGPT to provide more informed and accurate responses, benefiting your Chime V5 platform and improving the guest experience while making your agents more efficient.
How to Choose the Right Enterprise Help Desk Solution for Your Business
Tuesday, October 31, 2023
Selecting the right help desk solution impacts both customer support and overall business operations. Learn what makes a good help desk system (includes testing checklist and onboarding checklist.)
Accessing Chime Reports with Power BI
Thursday, October 26, 2023
Learn how to seamlessly access Chime reports using Microsoft's Power BI, with insights on configuring data queries, reports, and dynamic date ranges for real-time updates. Discover the power of Chime's reporting API and enhance your data visualization capabilities.
Your Guide To Accessing ‘New Users Since Date’ Report in Chime V4
Thursday, October 26, 2023
Explore this comprehensive guide to accessing the 'New Guest Users Since Date' report in Chime, whether through its user-friendly interface or via the API. Learn the step-by-step process, API endpoints, and code examples for effortless report generation.
Harness the Power of Chime V5 Reporting API
Thursday, October 12, 2023
In today's data-driven business world, information is your secret weapon. Discover how the Chime V5 Reporting API can empower your organization. This guide covers everything you need to harness the full power of Chime's reporting capabilities, from accessing metrics and generating reports to managing API keys.
Streamlining Service Desk Incident Management with Solarwinds Ticketing Integration
Friday, September 15, 2023
Chime V5 integrates with Solarwinds for incident management. Users can fetch Solarwinds incidents in chat sessions and create or update tickets. Tickets can be assigned to advisors and include chat transcripts. Pipeline configuration and JavaScript methods allow flexible ticket management.
09-11-2023 Load Testing Report
September 11, 2023
Chime V5 conducted a load test to evaluate its capacity in handling service desk chats. The test ran for 4 hours and 40 minutes and successfully managed 1,101 chat sessions. Wait times ranged from 3 seconds to 1 minute and 53 seconds, with an average wait time of 8 seconds.
Enhance Service Desk Customer Support with ServiceNow Ticketing Integration
September 11, 2023
Chime V5 integrates with ServiceNow to manage customer support through chat sessions and open ServiceNow incidents. The integration is configurable and includes API calls for ticket management. Users receive notifications during the process for a smooth transition between stages. The feature provides a solution for incident management and customer support.
Streamline Service Desk Support Operations with JIRA Ticketing Integration
Monday, September 11, 2023
Chime V5 integrates with JIRA to handle customer support tickets. The integration fetches open JIRA incidents and links them to chat sessions. Users can select incidents, which triggers the next steps in a pre-configured pipeline. API methods are available for further customization and automation, such as updating ticket titles and assigning tickets to agents. The integration also allows for the creation of new JIRA tickets or updates to existing ones.
Elevating Service Desk Customer Support with Cherwell Ticketing Integration
September 11, 2023
Chime V5 integrates with Cherwell to manage customer support tickets. The feature fetches open incidents from Cherwell and links them to chat sessions. Users select incidents from a list, which triggers the next steps in a configured pipeline. Support teams can use JavaScript API methods to update tickets. The integration includes options to create new Cherwell tickets or update existing ones.
How to Add FAQ Article Into Tenant Landing Page (a Video Guide)
September 7, 2023
In Chime V5, the tenant landing page is made up of a header and a 'Cards Container' that features selected FAQ articles. As a manager, you can easily add FAQ articles to these cards to highlight them for users. To do so, log in to your account, go to the Manager Dashboard, and navigate to the "Featured Content" section under "Content." Choose the card you want to edit, search for the desired FAQ article, and add it. Finally, publish the changes to make the update live. Checking the tenant landing page will confirm that the new FAQ article has been successfully added to the Featured Content card.
How to Create a New FAQ Article (a Video Guide)
September 7, 2023
Creating a new FAQ article in Chime V5 is simple for managers. The process begins by logging into the Chime V5 account, navigating to the "Manager Dashboard," and selecting the "FAQ" option under the "Content" tab. Users can add a title and content—formatted using Markdown—for the article, preview it for accuracy, and then publish it for public access.
Introduction to Routing Chat Sessions From One Tenant to Another
September 7, 2023
The Tenant to Tenant Transfer Pipeline Action in Chime V5 enables seamless routing of chat sessions from one department to another within a company. By configuring key settings and utilizing metadata, this feature ensures that users are directed to the appropriate specialized support or content.
Transforming Microsoft Teams into a Powerful Help Desk
Tuesday, August 29, 2023
Chime V5 integrates with Microsoft Teams to create a scalable, chat-based internal help desk. It simplifies troubleshooting, offers real-time support, and provides robust performance monitoring. The setup is user-friendly, with customizable workflows and AI assistance for efficient issue resolution.
Modernizing IT Help-Desk Management with Microsoft Teams: Innovations and Strategies
August 29, 2023
Addressing high-demand scenarios through automation and advanced routing, incorporates advanced analytics for continuous improvement, and enables user self-help through AI-powered bots. As IT support demands evolve, Microsoft Teams continues to introduce new features, ensuring a modern, efficient, and user-aligned IT help-desk experience.
Introduction to Enterprise Service Desk
August 23, 2023
Enterprise service desks serve as centralized systems for managing IT-related issues and service requests, offering features like automated workflows, multi-channel support, and advanced analytics. Key benefits include improved operational efficiency, quicker issue resolution, and enhanced user experience through features like self-service portals powered by AI solutions such as Microsoft Azure ChatGPT. Customization, scalability, and seamless integration with existing IT tools make these solutions adaptable to specific organizational needs, contributing to overall business success.
Boost Your Help Desk Efficiency With Microsoft Teams Integration
August 22, 2023
Integrating a help desk system with Microsoft Teams through Chime V5 offers seamless integration and simplified ticketing, eliminating the need for users to switch between applications. The platform allows for easy deployment by IT managers and doesn't require additional training for end users who are already familiar with Teams. Key steps for effective implementation include designing a structured workflow, connecting with your existing ticketing system, and routing users to appropriate support agents.
Introducing the Integration of AI Into Our Service Desk Agent Web Chat Client
August 21, 2023
With this integration, Support Agents can now access the power of ChatGPT AI (via Azure OpenAI) to elevate their capabilities and deliver even more efficient customer support. Agent AI Assist provides an integrated AI assistant for the service desk agent. The service desk agent can request help, using agent assist, directly from the chat UI and one, or more, suggestions will be provided to the agent.