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Use Case - Property Management Customer Service with Nimbus, Teams, and HubSpot

Build a properties management customer service with Nimbus, Teams, and Hubspot for various use cases.

Consider, we are a property management company. We have the following Use Cases:

When a NEW Customer calls,

... the new contact needs to be created in HubSpot
... any Agent can respond to the call
... the Agent needs to complete the contact form of the Customer

When a KNOWN Customer calls,

... and the Customer has a property viewing booked, they wants to speak to the person they will meet at the property.
... and the Customer has no active tasks in the CRM, any agency Agent can respond.
... the CRM contact page of the Customer needs to pop-up when the call gets distributed to the Agent.

PRECONDITIONS

Nimbus Power Automate Connector preconditions must be met (Licensing, User Role).
You require service owner rights to create the flow.
Ensure to set-up the following caller identification power automate flow: Use Case - Looking up caller information in HubSpot. This flow can run in parallel and ensures that your caller information is readily at hand.
- Note: You can create a developer instance for HubSpot on HubSpot Developer Site.

💡 For visualization we use HubSpot as example CRM. You can of course substitute this lookup with any other CRM of your own preference.

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💡 = A hint to signal learnings, improvements or useful information in context.	🔍 = Info points out essential notes or related page in context.
☝ = Notifies you about fallacies and tricky parts that help avoid problems.	🤔 = Asks and answers common questions and troubleshooting points.
❌ = Warns you of actions with irreversible / data-destructive consequence.	✅ = Intructs you to perform a certain (prerequired) action to complete a related step.

Build the caller identification power automate flow

Build the flow as described in Use Case - Looking up caller information in HubSpot

Extend the Nimbus configuration

First, we need to create two new Parameters in Nimbus:

Parameter 1: Name= PreferredAgent; Value=Empty
Parameter 2: Name= hasbookings; Value=false

Then we change the existing workflow to the following:

Workflow Overview

Description	Screenshot
The "Check Parameter" activity verifies if the Customer has an active property viewing booked in the CRM using the hasBookings parameter that will be set by the power Automate flow.
The "Transfer" activity will transfer to the preferred Agent if the Customer has an active property viewing booked in the CRM:

Prepare the adaptive cards

The following table summarizes the scenarios and the different Adaptive Cards to send.

Call	Scenario	Workflow Activity	Adaptive Card
Incoming call new Customer	A new Customer calls. The new contact needs to be created in HubSpot. An Agent needs to complete the contact form of the Customer	Queue call	We want the contact to be created automatically and send an Adaptive Card to the teams channel of the service with the following content:
Show Json of this Card JSON { "type": "AdaptiveCard", "body": [ { "type": "TextBlock", "size": "Medium", "weight": "Bolder", "text": "Contact Created" }, { "type": "ColumnSet", "columns": [ { "type": "Column", "items": [ { "type": "Image", "style": "Person", "url": "https://portal.luware.cloud/images/shared_Nimbus.png", "size": "Small" } ], "width": "auto" }, { "type": "Column", "items": [ { "type": "TextBlock", "weight": "Bolder", "text": "Nimbus Power Automate Flow", "wrap": true }, { "type": "TextBlock", "spacing": "None", "text": "Created @{formatDateTime(utcNow(),'g')} ", "isSubtle": true, "wrap": true } ], "width": "stretch" } ] }, { "type": "TextBlock", "text": "New call from unknown Customer @{triggerOutputs()?['body/microsoftCallerId']}", "wrap": true } ], "actions": [ { "type": "Action.OpenUrl", "title": "Please review contact in HubSpot", "url": "@{concat(variables('HubSpotBaseContactUrl'), body('Create_Contact')?['vid'])}" } ], "$schema": "http://adaptivecards.io/schemas/adaptive-card.json", "version": "1.3" }
Incoming call known Customer	A known Customer calls The Customer has a property viewing booked They wants to speak to the person they will meet at the property	Transfer to the Agent from the booking in HubSpot.	We want to inform the team and send an adaptive card to the teams channel of the service with the following content:
Show Json of this Card JSON { "type": "AdaptiveCard", "body": [ { "type": "TextBlock", "size": "Medium", "weight": "Bolder", "text": "Incoming Call" }, { "type": "ColumnSet", "columns": [ { "type": "Column", "items": [ { "type": "Image", "style": "Person", "url": "https://portal.luware.cloud/images/shared_Nimbus.png", "size": "Small" } ], "width": "auto" }, { "type": "Column", "items": [ { "type": "TextBlock", "weight": "Bolder", "text": "Nimbus Power Automate Flow", "wrap": true }, { "type": "TextBlock", "spacing": "None", "text": "Created @{formatDateTime(utcNow(), 'g')} ", "isSubtle": true, "wrap": true } ], "width": "stretch" } ] }, { "type": "TextBlock", "text": "Incoming call from @{concat(outputs('FirstResult')?[0]['properties']['firstname'], ' ', outputs('FirstResult')?[0]['properties']['lastname'])}, @{triggerOutputs()?['body/microsoftCallerId']}. Outstanding booking. Call will be transferred to Agent @{body('Search_Agent_of_the_booking')?['email']}", "wrap": true } ], "actions": [ { "type": "Action.OpenUrl", "title": "Open contact in HubSpot", "url": "@{concat('https://app-eu1.HubSpot.com/contacts/26074486/contact/', outputs('FirstResult')?[0]['id'])}" } ], "$schema": "http://adaptivecards.io/schemas/adaptive-card.json", "version": "1.3" }
Incoming call known Customer	The Customer has no active tasks in the CRM, any agency Agent can respond	Queue call
Show Json of this Card JSON { "type": "AdaptiveCard", "body": [ { "type": "TextBlock", "size": "Medium", "weight": "Bolder", "text": "Incoming Call" }, { "type": "ColumnSet", "columns": [ { "type": "Column", "items": [ { "type": "Image", "style": "Person", "url": "https://portal.luware.cloud/images/shared_Nimbus.png", "size": "Small" } ], "width": "auto" }, { "type": "Column", "items": [ { "type": "TextBlock", "weight": "Bolder", "text": "Nimbus Power Automate Flow", "wrap": true }, { "type": "TextBlock", "spacing": "None", "text": "Created @{formatDateTime(utcNow(), 'g')} ", "isSubtle": true, "wrap": true } ], "width": "stretch" } ] }, { "type": "TextBlock", "text": "Incoming call from @{concat(outputs('Compose')?[0]['properties']['firstname'], ' ', outputs('Compose')?[0]['properties']['lastname'])}, @{triggerOutputs()?['body/microsoftCallerId']}. No bookings found. Call enqueued.", "wrap": true } ], "actions": [ { "type": "Action.OpenUrl", "title": "Open contact in HubSpot", "url": "@{concat(variables('HubSpotBaseContactUrl'), outputs('Compose')?[0]['id'])}" } ], "$schema": "http://adaptivecards.io/schemas/adaptive-card.json", "version": "1.3" }

Extend the Power Automate flow

Here is an overview of the whole flow

Add two more Initialize variable steps after the Initialize variable 2 step:

In the editing area click to add a new action.
Search for "initialize variable" and select “Initialize variable” under the “Variable” section.
Rename the new action to Initialize variable 3.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Name	HasBooking
Type	String
Value	false

In the editing area click to add a new action.

Search for "initialize variable" and select “Initialize variable” under the “Variable” section.
Rename the new action to Initialize variable 4.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Name	AdaptiveCardJSON
Type	String
Value	leave it empty

Add a Condition step after the Compose step:

In the editing area click to add a new action.
Search for "Condition" and select “Condition” under the “Control” section.
Rename the new action to Check if Contact is known in HubSpot.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Expression	`lenght(outputs('Compose'))` is greater than 0

Add a Post card in a chat or channel step after the Condition:

In the editing area click to add a new action.
Search for "Microsoft Teams" and select “Post card in a chat or channel” under the “Microsoft Teams” section.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Post As	Flow bot
Post In	Channel
Team	Select the team in which you want to post the Adaptive Card
Channel	Select the channel within the Team in which you want to post the Adaptive Card
Adaptive Card	`@{variables('AdaptiveCardJSON')}`

Branch: Contact check in HubSpot

✅ Now we need to check the if the contact is known in HubSpot. Both cases are explored in the IF-branches below.

IF NO branch

FALSE - No Contact found

Overview of the branch

In the editing area click to add a new action.
Search for "HTTP" and select “HTTP” under the “HTTP” section.
Configure the action as follows:

In the editing area click to add a new action.

Search for "variable" and select “Set variable” under the “Variable” section.
Rename the new action to Set adaptive card content.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Name	AdaptiveCardJSON
Value	Paste the first JSON content from the Prepare the adaptive cards section

IF YES branch

TRUE - Contact is found

Overview of the branch

In the editing area click to add a new action.
Search for "HTTP" and select “HTTP” under the “HTTP” section.
Rename the new action to Task Search.
Configure the action as follows:

In the editing area click to add a new action.

Search for "Data operation compose" and select “Compose” under the “Data operation” section.
Rename the new action to Bookings.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Inputs	`body('Task_Search')?['results']`

Add a Condition step after the Compose step:

In the editing area click to add a new action.

Search for "Condition" and select “Condition” under the “Control” section.
Rename the new action to Check if Customer has bookings.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Expression	`lenght(outputs('Bookings'))` is greater than 0

Move your existing Update task step after the Check if Customer has bookings condition as can see it under Overview of the branch.

Branch: Booking check in HubSpot

✅ Now we need to check the if the retrieved actually has a booking. Both cases are explored in the IF-branches below.

IF NO branch

FALSE - Customer has no booking

Click here to expand...

In the editing area click to add a new action.

Search for "variable" and select “Set variable” under the “Variable” section.
Rename the new action to Set adaptive card content 2.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Name	AdaptiveCardJSON
Value	Paste the third JSON content from the Prepare the adaptive cards section

IF YES branch

TRUE - Customer has booking

Click here to expand…

In the editing area click to add a new action.

Search for "variable" and select “Set variable” under the “Variable” section.
Configure the action as follows:

Field	Value to fill in / 🌟 = Nimbus dynamic content
Name	HasBooking
Value	true

In the editing area click to add a new action.

Search for "HTTP" and select “HTTP” under the “HTTP” section.
Rename the new action to Task Search.
Configure the action as follows:

In the editing area click to add a new action.

Search for "variable" and select “Set variable” under the “Variable” section.
Rename the new action to Set adaptive card content 3.
Configure the action as follows:

Luware Knowledge

Nimbus

Recording

Resource Library

Use Case - Property Management Customer Service with Nimbus, Teams, and HubSpot

Build a properties management customer service with Nimbus, Teams, and Hubspot for various use cases.

PRECONDITIONS

INC Icon Legend Accordion

Show Icon Legend

Build the caller identification power automate flow

Extend the Nimbus configuration

Workflow Overview

Prepare the adaptive cards

Show Json of this Card

Show Json of this Card

Show Json of this Card

Extend the Power Automate flow

Here is an overview of the whole flow

Branch: Contact check in HubSpot

IF NO branch

FALSE - No Contact found

Overview of the branch

IF YES branch

TRUE - Contact is found

Overview of the branch

Branch: Booking check in HubSpot

IF NO branch

FALSE - Customer has no booking

Click here to expand...

IF YES branch

TRUE - Customer has booking

Click here to expand…

Luware Knowledge

Nimbus

Recording

Resource Library

PRECONDITIONS

INC Icon Legend Accordion

Show Icon Legend

Build the caller identification power automate flow

Extend the Nimbus configuration

Workflow Overview

Prepare the adaptive cards

Show Json of this Card

Show Json of this Card

Show Json of this Card

Extend the Power Automate flow

Here is an overview of the whole flow

Branch: Contact check in HubSpot

IF NO branch

FALSE - No Contact found

Overview of the branch

IF YES branch

TRUE - Contact is found

Overview of the branch

Branch: Booking check in HubSpot

IF NO branch

FALSE - Customer has no booking

Click here to expand...

IF YES branch

TRUE - Customer has booking

Click here to expand…

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