Pages in this category

• Use Case - Adding External Address Books via Power Automate

  It is possible to add an external address book to Nimbus with the use of the Nimbus Power Automate Connector. In this example,...

  November 30th, 2023 1847 views 0 likes
• Use Case - Adding Custom Data to Luware Power BI Reports

  In this Use Case we cover the following scenario: The Nimbus service workflow asks the caller for an input, we'll trigger on a Parameter...

  November 30th, 2023 1112 views 0 likes
• Use Case - Answering a Dynamics Customer Voice Survey within the IVR

  "Microsoft Customer Voice" is an easy to use customer survey tool providing text-based surveys via forms. Surveys can be sent out to...

  December 1st, 2023 1026 views 0 likes
• Use Case - Building a Priority Service in Enterprise Routing

  This use case illustrates how to distribute "priority" calls quicker than "non-priority" calls without making use of the Workflow Activities - Distribution...

  December 1st, 2023 1017 views 0 likes
• Use Case - Building a Properties Management Customer Service with Nimbus, Teams, and HubSpot

  Consider, we are a property management company. We have the following use cases: When a NEW customer calls, ... the...

  December 1st, 2023 987 views 0 likes
• Use Case - Collecting Data from Customers in an Automated IVR without Agents

  In this Use Case, Clients want to report their energy usage to their energy provider. They want to call an IVR...

  December 4th, 2023 930 views 0 likes
• Use Case - Creating a Callback Task in Dynamics 365

  This use case describes the following situation: In Nimbus, when a call comes in during the closed office hours, we...

  December 4th, 2023 1115 views 0 likes
• Use Case - Creating a Custom Settings Page for a Workflow

  The Problem: Agents are only members in a service team and - as per default permissions - cannot change the service...

  December 4th, 2023 822 views 0 likes
• Use Case - Creating a Dynamic Emergency Message Routing Scenario

  In this use case, we're going to tackle a use case where your service can enable a emergency / special announcement...

  December 4th, 2023 922 views 0 likes
• Use Case - Creating a ServiceNow Ticket Based on User Input

  🔍Related Page:  This use case is a more complex extension to Use Case - Creating an incident task in ServiceNow.   ...

  December 4th, 2023 1218 views 0 likes
• Use Case - Creating an Incident Task in ServiceNow

  We want to create an incident Record in ServiceNow based on the information the caller gives us. The flow is as follows:...

  December 4th, 2023 1460 views 0 likes
• Use Case - Creating an IVR Ticket Service with Zendesk

  In this use case, we're going to create an IVR for a helpdesk ticketing line. When a call comes in, the...

  December 4th, 2023 1069 views 0 likes
• Use Case - Creating Tasks in Planner for All Nimbus Service Calls

  In this Use Case we want to create different tasks in Microsoft Planner depending on the call outcome: Missed Calls without leaving...

  December 4th, 2023 890 views 0 likes
• Use Case - Extending the Standard Power BI Report with IVR Choices

  In this use case, we want to collect the IVR choices of callers and evaluate them in the Power BI...

  December 4th, 2023 1011 views 0 likes
• Use Case - Forwarding Voicemails Received in Nimbus to Email

  In this use case we want to tackle the following scenarios: When a voice message is received in Nimbus, we...

  December 4th, 2023 1715 views 0 likes
• Use Case - Looking Up a Caller to Open Dynamics 365 Contact Context

  In this use case, we want to look up information about a caller in Microsoft Dynamics and show it in...

  December 4th, 2023 1305 views 0 likes
• Use Case - Looking Up Caller Data From a Simple Excel List

  In this use case, we want to use the Nimbus Power Automate Connector to retrieve caller information data that has been stored...

  December 4th, 2023 1379 views 0 likes
• Use Case - Looking Up Caller Information from Zendesk

  In this use case, we're going to look up caller information in Zendesk and display it in Nimbus. We also...

  December 4th, 2023 952 views 0 likes
• Use Case - Looking up caller information in BSI CRM

  In this Use Case we're going to create a BSI CRM lookup. PRECONDITIONS You require service owner rights in Nimbus to create...

  December 4th, 2023 1096 views 0 likes
• Use Case - Looking Up Caller Information in HubSpot

  In this use case, we're going to create a connection to HubSpot CRM: We want to look up the Nimbus...

  December 4th, 2023 1094 views 0 likes
• Use Case - Looking Up Phone Numbers via Search.ch API

  Local.ch and search.ch are services of the Swisscom Directories (https://www.localsearch.ch/). The platform’s core product is basically Switzerland’s phone directory and services range from...

  December 4th, 2023 1798 views 0 likes
• Use Case - Managing Caller Data in SharePoint Lists

  Using the Nimbus Power Automate Connector, you can retrieve caller data to fill in a call list for your team. This...

  December 4th, 2023 1356 views 0 likes
• Use Case - Planning After-Call Work with Teams, Office and Nimbus

  In this use case, we want to make use of the Microsoft Office 365 suite to tackle our after-call work. When...

  December 5th, 2023 1470 views 0 likes
• Use Case - Posting Interactive Custom Adaptive Cards to Agents

  In this use case, we want to show you how to implement a custom a adaptive card  ( 🔍 See: https://adaptivecards.io/ ). We...

  December 5th, 2023 1273 views 0 likes
• Use Case - Retrieving Called Agent Information from O365

  Using the Nimbus Nimbus Power Automate Connector, you can retrieve the internal Nimbus user (Agent) that your caller (Customer) was connected to. This...

  December 5th, 2023 745 views 0 likes
• Use Case - Sending SMS through ACS in Nimbus

  This use case demonstrates the capability of sending SMS to customers using Azure Communication Services. We will set up a...

  December 5th, 2023 1043 views 0 likes
• Use Case - Set Preferred Agent from CRM

  This use case provides step-by-step instructions on how to set preferred agents from a 3rd party system like a CRM...

  December 5th, 2023 1115 views 0 likes
• Use Case - Showing a Dynamic List of Ticket Links in Nimbus Assistant

  This use case describes how to build a  "CustomContextParameters"  array dynamically based on a collection of tickets of a caller. Agents...

  December 5th, 2023 790 views 0 likes
• Use Case - Storing External CRM Data in Custom Parameters

  Using the Nimbus Power Automate Connector, you can retrieve customer input, look up data (e.g. in an internal CRM) and store the...

  December 5th, 2023 1048 views 0 likes
• Use Case - Storing the Luware Recording Link in a CRM

  We want to store the Luware Recording link with the customer in the CRM. The Nimbus Power Automate Connector has access to...

  December 5th, 2023 927 views 0 likes
• Use Case - Transferring Calls to an On-Call Agent from a SharePoint List

  In this use case, we want to set up a simple logic in our service workflow to assign the correct on-call...

  December 5th, 2023 1223 views 0 likes
• Use Case - Using Save to Parameter Activity to Create Custom Triggers in the Workflow

  In this use case, we're going to show how you can create your own (additional)  Trigger Events  in a Nimbus workflow....

  December 5th, 2023 1009 views 0 likes
• Use Case - Waiting for a Parameter to be Updated via Power Automate

  This use case describes how to implement the same logic for all other modalities as a workaround to populating Nimbus...

  December 5th, 2023 732 views 0 likes
• Use Case - Working with Blacklists or Whitelists in Nimbus

  In this article, we will show how to black- or whitelist specific numbers to improve our routing decisions. Blacklisting numbers...

  December 5th, 2023 1004 views 0 likes
• Use Case - Integrating a Customer Satisfaction Survey with Nimbus

  In this use case, we explore how customers should be given the opportunity to rate the services they called. We are...

  December 5th, 2023 1086 views 0 likes
• Use Case - Caller Information from Graph

  In this use case, we're going to describe how you can set up Nimbus to look up internal user numbers...

  December 15th, 2023 1270 views 0 likes
• Use Case - Connecting to Azure Table Storage Inside a Flow

  The Problem: Iterating through Excel rows inside a Power Automate flow can become time-consuming when the sheet exceeds a certain...

  December 15th, 2023 1144 views 0 likes
• Use Case - Collecting Customer Survey Values from a Workflow

  In this Use Case we create a workflow for a customer satisfaction survey and gather the responses to be able...

  December 15th, 2023 764 views 0 likes
• Use Case - Creating a Dynamic IVR with TTS

  In this Use Case we tackle the following scenario: Your call center offers lots of options in an IVR. For...

  December 18th, 2023 799 views 0 likes
• Use Case - Scheduling a Callback Task in Nimbus for Missed Calls on Demand

  When a service misses a call, we want that the whole Nimbus service team gets a notification, and any agent...

  December 18th, 2023 1182 views 0 likes
• How to use the "Save to Parameter" Workflow Activity

  This how to explains what you can do with the Workflow Activity "Save to Parameter". We cover the following topics:  How to...

  December 18th, 2023 935 views 0 likes
• Use Case - Creating Nimbus Outbound Calls from a List of Scheduled Tasks

  In this use case, you will learn how to do outbound call campaigns and run outbound calls on a scheduled...

  December 18th, 2023 1253 views 0 likes
• Use Case - Looking Up Caller Information and Creating a Task in Salesforce

  In this use case, we want to cover the following scenario: When a call comes in, then populate the caller...

  December 4th, 2023 1257 views 0 likes
• Use Case - Connecting to OData Feed Using Excel

  INC Use Case Support Disclaimer LIMITED SUPPORT ON USE CASE SCENARIOS Use Case contents listed on this page have  LIMITED...

  February 12th, 2024 1114 views 0 likes
• Use Case - Routing WhatsApp Messages Through Nimbus

  This use case shows how to make use of Use Case - Running your Nimbus Flows From Anywhere to route...

  March 18th, 2024 653 views 0 likes
• Nimbus Power Automate Connector

  NEW CERTIFIED CONNECTOR (V1) AVAILABLE The Luware Nimbus Power Automate Connector has been certified by Microsoft and is available in...

  December 3rd, 2023 6659 views 0 likes
• Use Case - Integrating a Copilot Chatbot with Nimbus

  Contact centers want to be as performant as possible. When it comes to the Instant Messaging modality, there is a...

  July 1st, 2024 693 views 0 likes
• Use Case - Analyzing a Transcript

  After a voice call, agents might want to get insights of a transcribed call and supervisors might want to get...

  July 19th, 2024 387 views 0 likes
• Use Case - Analyzing Email Content With AI

  This use case briefly shows how to set up email AI analysis via Power Automate. Before you start A service...

  July 26th, 2024 495 views 0 likes
• Use Case - Schedule Automatic Callbacks from a Nimbus Queue

  In this scenario we demonstrate how to schedule a Callback out of a Nimbus queue, when a caller has chosen...

  August 7th, 2024 396 views 0 likes
• Use Case - Creating a Callback Task for Missed Calls in Salesforce

  In this scenario we demonstrate how to create a callback task in Salesforce for missed calls using the Nimbus Power Automate Connector. The...

  December 4th, 2023 1302 views 0 likes
• Use Case - Updating a Task for a Known Contact in Salesforce

  In this use case, we want to use the Nimbus Power Automate Connector to log a new call task in Salesforce in...

  December 5th, 2023 1328 views 0 likes
• Use Case - Triggering Power Automate Flows from anywhere

  In this Use Case, we describe how to securely run Power Automate flows from anywhere. Whether it is a custom...

  March 15th, 2024 797 views 0 likes
• Use Case - Integrating a Copilot Chatbot with Nimbus via Direct Line API

  In this use case, we describe briefly how to configure Copilot in Copilot Studio for integration with Nimbus. We describe...

  October 29th, 2024 166 views 0 likes