Service Call Templates are HTTP data handling requests methods sent out during specific trigger events. As their name implies they trigger on incoming service calls.
Configuring Service Call Templates
An Assistant service call template consists of the following elements:
| Item | Description |
|---|---|
| Name | Name of your template as it appears in lists and selections. |
| Organization Units |
Determines where this template will be visible. 💡 Depending on how deep in the OU structure you place the template, services from different Organization Units may (not) see or use this template. 💡 You can assign multiple templates to a service, so a mixture of OU-specific templates an "general" tenant wide ones is possible. |
| Description | Description of your template, appears in the list of templates. |
Triggers
| Item | Description |
|---|---|
| Trigger Event |
|
| Call Type |
Nimbus only 💡 Option is currently locked on this default. |
| Actions | Data handling actions (HTTP requests with header and body) which get executed in order. |
Call Origin
💡 These are "OR" concatenated, meaning that only one condition will need to apply to trigger the actions.
| Inbound Internal Teams calls | Calls from within the same tenant (e.g. your company domain). |
|---|---|
| Inbound External Teams calls | Calls from outside your company domain to a UPN. 💡 This is not supported by Microsoft anymore. |
| Inbound PSTN calls | Calls made via phone number (e.g. cellular or landline). |
| Outbound Service Calls | Outbound Service Call / Call On Behalf, initiated by any Agent of that service. |
✅ To take effect, the Service Call template needs to be applied in the Service Settings > Context tab.