Chime V5
Chime V5 is an AI-powered tool designed for handling employee issues through chat. This service desk solution employs a combination of AI, ...
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What is Chime V5?
Chime V5 is an AI-powered chat service desk platform designed to expedite the resolution of IT, Sales, and HR support issues by integrating seamlessly with Microsoft Teams and Microsoft 365 environments. It enables employees to connect with helpdesk agents using real-time chat directly from Microsoft Teams, while also offering a custom web chat client that can be deployed to websites including SharePoint. The platform combines self-service AI capabilities with human handoff, allowing users to find answers through FAQ searches and knowledge base content before contacting live agents.
Key features include route-to-agent functionality with priority-based routing, customizable chat workflows built with a user-friendly designer UI, Azure OpenAI/ChatGPT integration for AI-powered self-service, language translation between guests and agents, and comprehensive reporting with metrics, SLAs, and KPIs. The platform supports ticketing system integration with ServiceNow, JIRA, SolarWinds, BossDesk, Invgate, Cherwell, and ZohoDesk. Managers can monitor all activities through a customizable dashboard with real-time data visualization, custom charts, and reports that can be exported to CSV.
Chime V5 is ideal for IT support teams, HR departments, Sales support teams, and service desk managers in Office 365 organizations who want to improve response times and resolution rates. The platform achieved Microsoft 365 Certification in July 2025, making it one of only 4% of apps in the Teams Store to meet Microsoft's stringent security, compliance, and data handling standards. Companies report an 85% increase in first-call resolution rates and resolution times dropping from 24 hours to under 5 minutes using the chat service.
Chime V5 pricing
Pricing model: Paid
Chime V5 offers three annual plans with no free tier. Standard plan is $2,765 per year for up to 5 agents and managers, including Microsoft Teams integration, route-to-agent human handoff, simple FAQ lookup, easy chat configuration and branding, and web chat client. Premium plan is $3,250 per year for up to 5 agents and managers, including everything in Standard plus Azure OpenAI/ChatGPT, ticketing integration with features, KB and FAQ conversational AI chat, language translation, and QuickChat AI Applications. Enterprise plan includes everything in Premium plus multiple departments support, transfer chats to other departments, custom ChatGPT integration, and bring your own data for ChatGPT. Enterprise pricing requires contacting [email protected]. A 30-day free evaluation/POC is available prior to purchase with support, customization, and onboarding included.
Chime V5 pros
- Microsoft 365 Certified app with security and compliance validation
- 49-second average response time compared to 2 hours for email
- 1.3-day average resolution time compared to 2.8 days for email
- 4.8 out of 5.0 customer satisfaction rating
- Seamless Microsoft Teams integration as a pinned application
- Azure OpenAI/ChatGPT for AI-powered self-service on Premium plan
- Language translation between guests and agents built-in
- Priority-based routing directs chats to most suitable agents
- Customizable drag-and-drop Adaptive Cards designer UI
- Web chat client embeddable on SharePoint and any website
- Integration with 7+ ticketing systems including ServiceNow and JIRA
- 30 built-in reports plus custom report creation capability
- CSV export for reports enables data sharing in spreadsheet applications
- Office 365 Azure AD authentication for seamless single sign-on
- Agent AI Assist helps agents solve user issues within Agent UI
- FAQ lookup based on keywords assists with self-service deflection
- Custom chat workflows can call pipelines, send emails, create incidents
- Real-time manager dashboard monitors active chats and agent performance
- 85% increase in first-call resolution rate reported by customers
- No custom Azure configuration required as SaaS solution
Chime V5 cons
- No free tier - only paid Standard, Premium, and Enterprise plans
- Annual billing only - no monthly payment option available
- Standard plan limited to 5 agents and managers maximum
- Premium plan at $3,250/year may be expensive for small teams
- Agent AI Translation only available on Premium and Enterprise plans
- Enterprise plan pricing not公开的 - requires sales email contact
- Azure AI model required - Chime V5 does not run its own model
- Migration from V4 requires signing up for new SaaS environment
- V4 on-premise and V5 SaaS are entirely independent applications
- Ticketing Agent Extension only on Premium and Enterprise plans
Frequently asked questions about Chime V5
What is Chime V5 and how does it differ from Chime V4?
Chime V5 is an enhanced AI-enabled chat service desk with advanced features compared to Chime for Teams (V4), including AI capabilities, customizable dashboards, customizable web client, customizable reporting, and customizable chat workflows. V5 is a SaaS solution hosted by Instant, while V4 is on-premise. They are entirely independent applications that can coexist and both be active in production at the same time.
How do I migrate from Chime V4 to Chime V5?
To migrate from Chime V4 to Chime V5, simply sign up for Chime V5 through the evaluation page on ChimeV5.com. The Chime V5 team will set up your new SaaS-based Chime V5 environment with no modifications needed to your existing on-premise Chime V4 setup. Your V4 data and services remain unaltered during migration.
What AI model does Chime V5 use?
Chime V5 uses Azure AI for its AI features such as the Agent Assist Tool and self-service chat. At the moment, Chime V5 does not run its own model. The platform leverages Azure OpenAI services and Azure Cognitive Services including language translation, entities extraction, FAQ/knowledge base lookup, key phrase extraction, and AI automatic conversation summarization and analysis.
Which ticketing systems does Chime V5 integrate with?
Chime V5 integrates with ServiceNow, JIRA, SolarWinds, BossDesk, Invgate, Cherwell, and ZohoDesk ticketing systems. Integration features include creating tickets from chat, listing existing tickets, getting current ticket status, and automating ticket creation through web chat client workflows. Ticketing Agent Extension is available on Premium and Enterprise plans.
How do I install Chime V5 in Microsoft Teams?
Open Microsoft Teams, click on the Apps menu on the left side navigation, type 'Service desk' in the search input, scroll down to find 'Chime V5' in the search results, click on it, and click Add. Right-click on the Chime V5 app icon and click Pin to pin it to your Teams left side navigation. Registration for evaluation is necessary to access all features, and you'll receive a tenant environment account details via email after signing up.
What authentication does Chime V5 use?
Chime V5 uses Microsoft Azure AD Account Authentication for Office 365, providing secure access with Azure AD Office 365 authentication for seamless and reliable single sign-on. Employees can access the help desk web chat client using their existing Office 365 accounts without needing extra authentication, leveraging Azure AD and Office 365 tenant credentials.
What reporting capabilities does Chime V5 offer?
Chime V5 offers 30 built-in reports plus custom report creation with metrics, SLAs, and KPIs. Reports visualize data in bar, line, or pie charts, can be exported to CSV format for spreadsheet analysis, and can be categorized for streamlined organization. The Reporting API enables integration with Power BI for advanced data visualization. Managers can access custom dashboards with widgets, reporting, live status, and roles through the Admin Dashboard.
Can I customize the web chat client appearance?
Yes, Chime V5 offers advanced customization including custom JavaScript and CSS injection, drag-and-drop Adaptive Cards elements, custom form and actions design, access to chat and system variables, and a collection of customized web client themes. You can create custom themes for web clients and build custom web chat workflows with automated processes to meet SLA requirements using the user-friendly Designer UI.
How does AI chat deflection work in Chime V5?
If a user's issue is resolved through AI and Azure Cognitive Services, the conversation is marked as deflected (resolved). The AI-powered self-service allows employees to quickly find help through FAQ searches and knowledge base content before contacting agents. If not resolved, users seamlessly connect with a live agent on Microsoft Teams continuing the same conversation, with all conversation logs stored for analysis and insights.
Is there a free trial or evaluation available?
Yes, Chime V5 offers a 30-day free evaluation/POC prior to purchase that includes support when required as well as customization and onboarding. There is no charge for an evaluation tenant or evaluation tenant license. To start, navigate to the evaluation page on ChimeV5.com, fill out the evaluation form, click submit, await a confirmation email, respond to questions in the email, and receive your tenant environment account details via email.