Chime V5 SaaS 5 Agent Premium Nov 2025

Chat service to connect employees with your service desk and AI solutions using Microsoft Teams

November 2025: Microsoft 365 Certified Application to solve employee problems and connect employees with your service desk directly from Microsoft Teams - using chat and a pinned application. Use chat to route employees to experts, agents, and provide self-service and KB lookups before contacting live agents all directly from Microsoft Teams

Quickly deploy an internal, or external, chat service to provide human escalation, custom AI with self-service, a ticketing service to track issues, and integration with Microsoft Teams

Build a modern service desk by providing real time chat services, access simple or complex chat workflows, and leverage FAQ and KB content to resolve common problems and questions

• Route Chats to Agents using Human Handoff: Route employees to your service desk agents, access agents with priorities, connect with agents using VIP or custom routing, or provide L1 to L2 escalation
• Create AI Chat Workflows: Deploy custom chat workflows to search FAQs, integrate with customer AI services, and track service desk workflows using live chat. Chat workflows may use adaptive cards, a custom KB and FAQs, or provide custom routing based on VIP, employee title, or other properties
• Integrated Ticketing service to track and resolve issues - assign tickets to agents or a group of agents (and agent list). Receive email updates to track ticket status and view tickets on interactive dashboard
• Full Knowledge Base (KB): Create custom FAQs and knowledge base articles to provide AI self-service options and deflect common inbound questions.
• AI Services: Leverage Azure AI and layer AI services such as keyword lookup, summary, and other Azure Open AI services as they continue to evolve.
• New MCP Server Support: Connect to common MCP servers and extend the AI chat features.
• Provide Employee Training Using 600 + Videos: New integration with KnowledgeWave (requires additional subscription to KnowledgeWave product) provides Training as a Service - all within Microsoft Teams
• Custom web clients are provided and can be custom branded with your company theme and graphics
• Enable employees to
• Find answers to frequently asked questions
• Transfer to live human agents including L1 to L2 escalation
• Use AI and your custom KB to solve common employee issues - the KB is included and enables you and your team to upload and create your own FAQs which are used by the AI service
• Ask about company policies or HR questions
• Ask about company hardware or hardware replacement policies
• Connect to subject matter experts (SME) in real time using Microsoft Teams or custom web chat clients

Note: This will provision a SaaS solution providing back end services. A Chime V5 application is available for Microsoft Teams that provides end user integration with Microsoft Teams.

A 30 day free evaluation allows a full POC prior to purchase - the POC includes support when required as well as customization and onboarding.

Please contact support@instant-tech.com for support.

Learn more about Instant Chime V5 visit https://chimev5.com.