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Use Case - Scheduling a Callback Task in Nimbus for Missed Calls on Demand

Show notification on missed calls and enable the service team to interact with adaptive cards in order to schedule a callback task.

When a service misses a call, we want that the whole Nimbus service team gets a notification, and any agent in that team can interact with an adaptive card to schedule a callback task.

PRECONDITIONS

You need to build this use case first: Use Case - Creating Nimbus outbound calls from a list of scheduled tasks.

 

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Create the Flow

Overview of the Power Automate Flow

 
 
Description
Screenshot
Start with the When a task changes state element from the Luware Nimbus Connector and set the Session event to Queue Left.

Add a Initialize Variable element to the flow.

  • Name = DisplayName
  • Type = String

 

Add a Initialize Variable element to the flow.

  • Name = CallbackListTabUrl
  • Type = String
  • Value = The Url to the list or table, holding the callback entries

In our case the Url is the shared list in Teams. We can find its url from the Teams tab "Copy link to tab"

 

Add a Condition element to the flow and check if the customer is known or not.

In our case we check on the Task Information Customer First Name dynamic content's value. If it is equal to EMPTY, then the customer is unknown as we could not map the Firstname during the caller identification flow.

Add a Set variable element to each outcome.

Set the DisplayName variable accordingly.
In the True branch of the condition we set the DisplayName via the Set variable element to Unknown Caller.

In the False branch of the condition we set the DisplayName via the Set variable element to  

 

@{triggerOutputs()?['body/taskInformation/customer/firstName']} @{triggerOutputs()?['body/taskInformation/customer/lastName']}.

After the Condition, add a Filter array element to the flow.

  • From: @{triggerOutputs()?['body/taskInformation/customContextParameters']}
  • Filter Query: 
    • @{item()['Name']}
    • is equal to
    • HubSpotUrl

☝In this step we assume that the HubSpotUrl Nimbus parameter was already set in another Power Automate flow. In this use case we are just reading its value, which we are using in our next step to open the contact's page in HubSpot in case a user clicks on the View Contact in Hubspot button in the adaptive card.

Add a Post adaptive card and wait for a response element to the flow.

We want to send the card in the Channel using the Flow bot.

Set the card content to:

{
                                                         "type": "AdaptiveCard",
                                                         "body": [
                                                         {
                                                         "type": "TextBlock",
                                                         "size": "Medium",
                                                         "weight": "Bolder",
                                                         "text": "Missed Call"
                                                         },
                                                         {
                                                         "type": "ColumnSet",
                                                         "columns": [
                                                         {
                                                         "type": "Column",
                                                         "items": [
                                                         {
                                                         "type": "Image",
                                                         "style": "Person",
                                                         "url": "https://luware.com/hs-fs/hubfs/Theme%20Luware/svgviewer-png-output.png",
                                                         "size": "Small"
                                                         }
                                                         ],
                                                         "width": "auto"
                                                         },
                                                         {
                                                         "type": "Column",
                                                         "items": [
                                                         {
                                                         "type": "TextBlock",
                                                         "weight": "Bolder",
                                                         "text": "Luware Nimbus via Power Automate",
                                                         "wrap": true
                                                         },
                                                         {
                                                         "type": "TextBlock",
                                                         "spacing": "None",
                                                         "text": "@{triggerOutputs()?['body/serviceDisplayName']}",
                                                         "isSubtle": true,
                                                         "wrap": true
                                                         }
                                                         ],
                                                         "width": "stretch"
                                                         }
                                                         ]
                                                         },
                                                         {
                                                         "type": "TextBlock",
                                                         "text": "Missed a call from @{variables('DisplayName')} (@{triggerOutputs()?['body/callerTelNumber']})",
                                                         "wrap": true
                                                         },
                                                         {
                                                         "type": "TextBlock",
                                                         "text": "Schedule a call back",
                                                         "wrap": true,
                                                         "weight": "Bolder"
                                                         },
                                                         {
                                                         "type": "Input.Date",
                                                         "id": "date"
                                                         },
                                                         {
                                                         "type": "Input.Time",
                                                         "id": "time"
                                                         }
                                                         ],
                                                         "actions": [
                                                         {
                                                         "type": "Action.OpenUrl",
                                                         "title": "View Contact in Hubspot",
                                                         "url": "@{body('Filter_array')?[0]['Value']}"
                                                         },
                                                         {
                                                         "type": "Action.Submit",
                                                         "title": "Schedule Callback"
                                                         }
                                                         ],
                                                         "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
                                                         "version": "1.4"
                                                        }

This will render the following card:

🔍 You can omit or adapt the "View Contact in Hubspot" button.

Add a Compose element to the flow to store the adaptive card response to.

  • Inputs = @{outputs('Post_adaptive_card_and_wait_for_a_response')?['body/data']}

Rename the element to Submitted Data

 

In SharePoint, time values are stored in UTC and displayed according to the timezone regional settings. You can find them in the Site Settings of your SharePoint instance:

 

When someone interacts with an adaptive card in Teams and sets the date time, we need to convert the input to UTC before storing the values into the list or table.

To do so, add a Convert time zone element to the flow and set the values to

  • Base time = @{outputs('Submitted_Data')?['date']}T@{outputs('Submitted_Data')?['time']}:00.0000000+01:00
  • Source Time zone = The timezone regional settings in SharePoint
  • Destination time zone = UTC

Add a Create Item element to the flow. Set the values to

  • Site Address = Your SharePoint site
  • List Name = Your List
  • Title = Callback scheduled via Missed Call Adaptive Card - @{formatDateTime(utcNow(), 'dd-MM-yyyy')}
  • Number = @{triggerOutputs()?['body/callerTelNumber']}
  • Customer Name = @{variables('DisplayName')}
  • Datetime = @{body('Convert_time_zone')}
  • Status = No
  • Comments = Call back for missed call

 

Finally, add a "Reply with adaptive card in channel" element to the flow. Post as Flow bot in a Channel and set the other values to

  • Message Id = @{outputs('Post_adaptive_card_and_wait_for_a_response')?['body/messageid']}
  • Team = Your Team Name
  • Channel = Selected channel

With the following content for the adaptive card:

Adaptive Card content

{
                                                         "type": "AdaptiveCard",
                                                         "body": [
                                                         {
                                                         "type": "TextBlock",
                                                         "size": "Medium",
                                                         "weight": "Bolder",
                                                         "text": "Missed Call - scheduled callback"
                                                         },
                                                         {
                                                         "type": "ColumnSet",
                                                         "columns": [
                                                         {
                                                         "type": "Column",
                                                         "items": [
                                                         {
                                                         "type": "Image",
                                                         "style": "Person",
                                                         "url": "https://luware.com/hs-fs/hubfs/Theme%20Luware/svgviewer-png-output.png",
                                                         "size": "Small"
                                                         }
                                                         ],
                                                         "width": "auto"
                                                         },
                                                         {
                                                         "type": "Column",
                                                         "items": [
                                                         {
                                                         "type": "TextBlock",
                                                         "weight": "Bolder",
                                                         "text": "Luware Nimbus via Automate",
                                                         "wrap": true
                                                         },
                                                         {
                                                         "type": "TextBlock",
                                                         "spacing": "None",
                                                         "text": "Created @{formatDateTime(utcNow(), 'g')} ",
                                                         "isSubtle": true,
                                                         "wrap": true
                                                         }
                                                         ],
                                                         "width": "stretch"
                                                         }
                                                         ]
                                                         },
                                                         {
                                                         "type": "TextBlock",
                                                         "text": "Callback scheduled to @{variables('DisplayName')} (@{triggerOutputs()?['body/callerTelNumber']})",
                                                         "wrap": true
                                                         }
                                                         ],
                                                         "actions": [
                                                         {
                                                         "type": "Action.OpenUrl",
                                                         "title": "View Contact in Hubspot",
                                                         "url": "@{body('Filter_array')?[0]['Value']}"
                                                         },
                                                         {
                                                         "type": "Action.OpenUrl",
                                                         "title": "View Scheduled Callback",
                                                         "url": "@{variables('CallbackListTabUrl')}"
                                                         }
                                                         ],
                                                         "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
                                                         "version": "1.4"
                                                        }

This will render a reply to the initial message when the agent interacted with it:
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