Once a ticket is created, how to generate a response using AI and send the result to Microsoft Teams

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Things to prepare in advance

Chat Plus

• Chat Plus account information (for operating the management screen)
• Access token
  • You can obtain it by issuing an API token from Chat Plus.
  • Select the 'External Integration' tab from the settings icon at the top right of Chat Plus and click 'API Input'.

When you select the API token issuance on the next screen, you will be asked for the password registered with Chat Plus.

Enter the password and click on API token issuance to generate the value.

Dify

• Dify account information (for operating the management screen)
• App (Chatbot)
  • How to create: Dify Official App Creation
• Access token
  • Obtain it from the app created in Dify.
  • Open the created app and select "Monitoring" from the left menu bar.
  • Select "API Key" for the backend and service API.
  • Select '+Create New Secret Key' from the popup of the API secret key to display the API secret key.
  • More details: Dify My App Registration Method and What You Can Do by Linking

Microsoft Teams

• Microsoft365 login information (email, phone number, Skype ID, password)
• Chat ID
  • Right-click on the chat where you want to send notifications and select "Copy Link" from the displayed menu. You can obtain it from the copied URL.

• The part written in the format "19: ～ .space" within this link is the chat ID.

Step 1: Setting up My App Integration

Here, you will set up the app information to be integrated into Yoom. Log in to the Yoom workspace and click +New Connection on the My App screen.

A list of apps that can be connected to Yoom and a search window will be displayed. Search for the app to be integrated this time from the search window and register it as My App.

Chat Plus

Click on the app name from the search results. A screen to enter the values obtained from Chat Plus will be displayed.

• Account name
  • Enter a value that is easy to identify. It is recommended to use a value that can identify the account, such as an email address.
• Access token
  • Enter the API token obtained in advance from Chat Plus.

Enter the required fields and click the "Add" button to complete the Chat Plus My App registration.

Dify

Click on the app name from the search results. A screen to enter the values necessary for integration will be displayed.

• Account name
  • Enter a value that is easy to identify. For example, an email address is suitable.
• Access token
  • Enter the value obtained in advance.

Enter the required fields and click the add button to complete the Dify My App registration.

Microsoft Teams

Select Microsoft Teams from the search results.

After transitioning to this screen, enter the Microsoft365 login information.

This completes the Microsoft Teams My App registration.

Step 2: Copy the Yoom Flow Bot Template to My Project

Click on this banner.

The template will be copied to My Project. You can access My Project from the left menu bar.

Step 3: App Trigger "When a New Ticket is Created"

Select and click the first step of the template.

Here, you will set up to retrieve ticket information issued by Chat Plus.

(1/2) Select Integration Account and Action

This item is already pre-configured.

• App Trigger Title
• App
• Account Information Integrated with Chat Plus
• Trigger Action

→ Click Next.

(2/2) App Trigger Webhook Event Reception Settings

• Enter the displayed URL into the Chat Plus settings screen.

• Click the settings icon at the top right of Chat Plus to display the menu bar on the left. From the "External Connection" tab, select "API Output". Click "+Add API Connection" on the right screen.

• Optionally enter a value in the summary. Enter the Webhook URL copied from the Yoom screen into the target. Select the event as chat start. Click "Register" at the bottom of the screen to add.
• To verify the chat start event, run a test chat.

‍

→ Click Test. → Success. The following items can be retrieved. These values will be used in later steps.

→ Click Save.

Step 4: Integrate with the App "Send Chat Message"

Click the second step of the template.

Set up the prompt (instruction) to send to Dify.

(1/2) Select Integration Account and Action

Pre-configured.

• App Trigger Title
• App
• Account Information Integrated with Dify
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

• query
  • Quote the inquiry content from the customer.
  • Click the edit field to display the output obtained from Chat Plus. The code {{detail}} is embedded in the pre-settings, but customization by quoting other codes is possible.

• user
  • Set an arbitrary identifier in alphanumeric characters.

• Variables
  • Not mandatory, but utilizing them can make prompts and notifications more flexible and efficient. For example, dynamic information like "name" or "date" can be automatically reflected in the prompt, reducing setup effort while providing tailored responses to users.

→ Click Test. → Success. You can obtain a response proposal (reply content) from Dify.

→ Click Save.

Step 5: Integrate with the App "Send Message"

Click the third step of the template.

Here, you will set up a template message to notify Microsoft Teams.

(1/2) Select Integration Account and Action

This is pre-configured.

• App Trigger Title
• App
• Account Information Integrated with Microsoft Teams
• Trigger Action

→ Click Next.

(2/2) API Connection Settings

‍

• Team ID
  • Click the edit field to open a dropdown showing the space names of the integrated Microsoft Teams. Selecting the space to send the message will retrieve the ID.

• Channel ID
  • Click the edit field to open a dropdown. Selecting from the channel candidates will automatically quote the ID.

• Message Content

• Create a template message for sending. Click the edit field to open a dropdown displaying the output obtained in the previous step.

• When selecting items to send to the channel, the embedded code is automatically quoted. Entering the item name before the quoted code makes it easier to understand when viewing.
• This time, it is set to notify the chat text from the user and the response proposal from Dify.
• In Microsoft Teams, HTML tags are supported to display notification messages in a rich and structured form. Therefore, line breaks need to be inserted with the <br/> tag.
• To set a mention, enter a value in the box that links mention values below the message editing area. Similarly, insert values for attachment information.

→ Click Test. → Success.

→ Click Save. This concludes the current step.

Step 6: Turn On the App Trigger

Once all steps are configured, a completion screen will be displayed.

Turning on the trigger will activate the flow bot. You can toggle it with the switch at the top left of the template.

<span class="mark-yellow">The flow bot setup was easily completed without programming.</span> The template used this time is here.

Make the Most of It! Three Examples of Expanded Automation Achieved through Integration of Dify and Microsoft Teams

Dify and Microsoft Teams can integrate with various business tools, including Chat Plus. This system automates tasks and enhances efficiency.

1. Speed Up Inquiry Responses in Microsoft Teams

Dify analyzes messages posted in Microsoft Teams, and AI generates appropriate response suggestions. This reduces manual response work, allowing you to focus on more important tasks. It supports overall team efficiency and improves the quality of customer service.

2. Streamline Responses to Google Form Inquiries

Automatically generate response drafts for inquiries received via Google Forms using Dify, and notify Microsoft Teams. This system reduces the time spent on drafting responses, enabling prompt customer service. It also minimizes the risks of duplicate responses and omissions.

3. Streamline Inquiry Management with HubSpot

Dify generates AI-based response drafts for inquiries received through HubSpot and notifies you via Microsoft Teams. Since the response drafts can be edited, you can ensure quick responses while maintaining quality. This also contributes to improved customer satisfaction.

Summary

By using the flowbot introduced this time, you can easily integrate Chat Plus, Dify, and Microsoft Teams. It simplifies the previously complex customer support procedures, enabling smoother interactions. Additionally, it helps provide consistent response suggestions and prevents missed responses. Since it can be easily set up without programming, you can start with confidence even without specialized knowledge. Please take advantage of this flowbot to experience the efficiency of customer support! Proceed with the introduction via the banner below.

Well, see you again!