How to notify Microsoft Teams with a response created in Dify when a ticket is created in Chat Plus

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From here, we will explain the steps to build a flow to create a response in Dify and notify Microsoft Teams when a ticket is created in Chat Plus, all without programming.

How to Create a Flow to Generate a Response in Dify and Notify Microsoft Teams When a Ticket is Created in Chat Plus

Utilize Yoom's regular trigger feature to obtain the latest ticket information from Chat Plus's API.
Based on this information, you can instruct Dify and notify the generated response result through Microsoft Teams' API!
This mechanism allows for smooth realization from acquiring inquiry information to notification.
Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be adopted without programming knowledge.

Integration Process

• Register My Apps in Yoom (Chat Plus, Dify, and Microsoft Teams)
• Copy the template
• Set up app triggers and integrate apps
• Turn on the trigger button and start integration

※ A two-week free trial is available with the paid plan. During the period, apps and AI features (operations) with usage restrictions in the free plan are also available.

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 to issue an API token on the next screen, you will be asked for the password registered in Chat Plus.

Enter the password and click issue API token 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" in the backend and service API
  • Select '＋Create New Secret Key' in the API secret key popup to display the API secret key.
  • More details: Dify My App Registration Method and What Can Be Done with Integration

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" in this link is the chat ID.

Step 1: Set Up My App Integration

Here, we will set up the registration of app information to be integrated into Yoom. Log in to Yoom's workspace and click ＋New Connection on the My Apps screen.

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

Chat Plus

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

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

After entering the required items, click the "Add" button to complete the registration of Chat Plus in My Apps!

Dify

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

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• 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.

After entering the required items, click the Add button to complete the registration of Dify in My Apps!

Microsoft Teams

Select Microsoft Teams from the search results.

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

This completes the registration of Microsoft Teams in My Apps!

Step 2: Copy Yoom's Flow Bot Template to My Project

Let's click on this banner right away.

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.

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

(1/2) Select Integration Account and Action

This item is already preset.

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

→ Click Next.

(2/2) App Trigger Webhook Event Reception Settings

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• Enter the displayed URL in 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.

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

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

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→ Click Save.

Step 4: Integrate with App "Send Chat Message"

Click the second step of the template.

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

(1/2) Select Integration Account and Action

Preset.

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

→ Click Next.

(2/2) API Connection Settings

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

• user
  • Set an arbitrary identifier in alphanumeric characters.

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• Variables
  • Not mandatory, but utilizing them allows for more flexible and efficient prompt and notification settings. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort while enabling tailored responses for users.

→ Click Test. → Success. A response proposal (reply content) can be obtained from Dify.

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→ Click Save.

Step 5: Integrate with App "Send Message"

Click the third step of the template.

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Here, set up the template message to notify Microsoft Teams.

(1/2) Select Integration Account and Action

This is preset.

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

→ Click Next.

(2/2) API Connection Settings

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• 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 to will obtain 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.

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• Selecting an item to send to the channel will automatically quote the embedded code. 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 tag <br/>.
• To set a mention, enter a value in the box to link the mention value below the message edit area. Insert values for attachment information in the same way.

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→ Click Test. → Success

→ Click Save.

Step 6: Turn ON the App Trigger

Once all steps are set, a complete screen indicating the setup is complete will be displayed!

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Turning ON the trigger will activate the flow bot. It can be toggled 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.

Other Automation Examples Using Chat Plus, Dify, and Microsoft Teams

In addition to the flow introduced this time, you can achieve various business automations by utilizing the APIs of Chat Plus, Dify, and Microsoft Teams.
All of them can be used with simple settings, so if you find something interesting, please give it a try!

Automation Example Using Dify

Automatically Generate and Respond with Dify Chatbot When a Message is Posted

Dify automatically analyzes the received message and generates an appropriate response, which may eliminate the need for manual input.

Create a response with Dify and notify when an inquiry email is received in Outlook

By being notified through a communication tool after a prompt response draft is created, the speed of handling inquiries can be improved.

Automation Example Using Microsoft Teams

Translate Messages Posted in Microsoft Teams and Post the Translated Version

By posting the translated version, all team members can communicate smoothly across language barriers.

Upload files received by email and notify Microsoft Teams

By integrating tools, you can centralize your work environment and aim to improve work efficiency.

Automation Example Using Chat Plus

Add Ticket Information When a Ticket is Created in Chat Plus

This facilitates smooth tracking of new tickets and data analysis. It also helps prevent transcription errors and omissions in registration.

Create a Contact When a Chat is Started in Chat Plus

This reduces the risk of human errors such as transcription mistakes or omissions, enabling quick and highly accurate follow-ups.

Benefits of Generating Response Proposals with Dify and Notifying Microsoft Teams When a Ticket is Created in Chat Plus

1. Speeding Up Customer Support

When a ticket is created in Chat Plus, Dify immediately generates a response proposal and notifies Microsoft Teams.
This allows you to consider the response based on the proposal, eliminating the need to think from scratch.
As a result, the workflow is simplified, and an improvement in response speed can be expected.
By utilizing AI-generated response proposals, you can quickly decide on the response content and proceed with replying to customers more easily!
With this process becoming smoother, the waiting time for customers is reduced, and you may gain the confidence to tackle the next task.

2. Maintaining Consistent Quality of Responses

Dify's AI generation creates response proposals based on pre-set data and models, so it is not influenced by the individual experience or skills of the staff.
This ensures that the response content is unified, reducing variations in handling.
As a result, the quality of customer support may improve!
Even when new members join the support team, they can proceed with responses based on the AI-provided proposals, allowing for consistent customer interactions.
The speed and accuracy of responses improve, making it easier to provide stable service.

3. Creating an Environment to Prevent Overlooked Responses

The notification feature to Microsoft Teams helps establish a system to reduce overlooked ticket responses.
When an important ticket arises, it is automatically shared with all responsible parties, making it easier to create a system to quickly handle high-priority cases.
During busy periods or when inquiries are concentrated, there is a possibility of overlooked responses, but the automated flow makes it easier to clarify who should handle which response.
For example, by classifying cases with tags or thread names like "urgent response" or "normal response," you can visually organize priorities.
This makes it easier for everyone to understand the cases that need attention, helping to build a follow-up system across the team.

Conclusion

By using the flow bot introduced here, you can easily integrate Chat Plus, Dify, and Microsoft Teams.
This should simplify the previously complex customer support procedures and enable smoother responses!
It will also lead to consistent response proposals and prevent overlooked responses.
It can be easily set up without programming, so you can start with confidence even without specialized knowledge.
Be sure to utilize this flow bot to experience the efficiency of customer support!

See you next time!