Chat PlusとDifyとMicrosoft Teamsの連携イメージ
How to Integrate Applications

2024/12/20

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

k.hieda

"Does it take too long to respond to inquiries?" Have you ever had such a concern? Additionally, have you ever rushed to respond only to find that the content wasn't fully communicated or mistakes were made? This makes it difficult to improve customer satisfaction, doesn't it? To solve these issues, we introduce an automated flow bot that integrates Chat Plus, Dify, and Microsoft Teams. By using this system, AI automatically generates response suggestions, significantly speeding up response times. We will introduce the setup method that doesn't require programming and specific use cases. Please read to the end!

Recommended for

This flow bot is perfect for those who have the following concerns.

  • Those who have many inquiries and find it difficult to keep up with responses
  • Those who struggle with inconsistent responses within the team and customer feedback
  • Those who want to create an environment where even new members can smoothly handle customer interactions
  • Those who want to reduce cumbersome tasks and quickly respond to inquiries
  • Those who experience insufficient information sharing during inquiry handling, leading to coordination errors

Benefits and Three Specific Use Cases of Generating Response Suggestions with Dify and Notifying Microsoft Teams When a Ticket is Created in Chat Plus

We introduce a new automation flow to solve the challenges faced by customer support representatives. This flow enhances the speed and quality of customer interactions and provides a mechanism to prevent missed responses.

1. Speeding Up Customer Interactions

When a ticket is created in Chat Plus, Dify immediately generates a response suggestion and notifies Microsoft Teams. You can consider the response content based on this suggestion, eliminating the need to think from scratch. As a result, the workflow is simplified, and response speed is expected to improve. By utilizing AI-generated response suggestions, you can quickly decide on the response content and proceed with replying to customers. This smooth process shortens the waiting time for customers and allows you to confidently move on to the next task.

2. Maintaining Consistent Response Quality

Dify's AI generation creates response suggestions based on pre-set data and models, unaffected by individual representatives' experience or skills. This ensures consistent response content and reduces variability in handling. Consequently, the quality of customer interactions improves. Even when new members join the support team, they can proceed with responses based on AI-provided suggestions, ensuring consistent customer interactions. Additionally, even if a question not covered in the FAQ arises, it's easier to adjust based on AI-suggested responses, significantly reducing research time. This system enhances both response speed and accuracy, making it easier to provide stable services.

3. Creating an Environment to Prevent Missed Responses

The notification feature to Microsoft Teams helps reduce overlooked ticket responses. When an important ticket arises, it is automatically shared with all representatives, making it easier to quickly process high-priority cases. During busy periods or when inquiries are concentrated, relying solely on individual representatives' capabilities may lead to missed responses. However, with this system, notifications are sent to Teams simultaneously with ticket creation, clarifying who should handle which response. Furthermore, by utilizing Teams' conversation thread feature, you can record comments and progress for each case. For example, by tagging or naming threads as "urgent response" or "normal response," you can visually organize priorities. This makes it easier for everyone to understand which cases require attention, helping to build a follow-up system for the entire team. Such a system is expected to prevent oversights due to coordination errors.

From here, we will explain the steps to build a flow that creates a response with Dify and notifies Microsoft Teams when a ticket is created in Chat Plus without programming.

[About Yoom]

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

Utilize Yoom's regular start trigger feature to obtain the latest ticket information from Chat Plus's API. Based on this information, instructions are sent to Dify, and the generated response results are notified through Microsoft Teams' API. This system allows for smooth realization from inquiry information acquisition to notification. Generally, programming knowledge is required to achieve this, but using the no-code tool Yoom makes it possible 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

※In the paid plan, a 2-week free trial is available. During this period, you can also use apps and AI features (operations) that have usage restrictions in the free plan.

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)
  • 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!

The person who wrote this article
k.hieda
10 years as a web planner and director. When I worked for a web production company, my main focus was on proposing modifications and operation plans to clients and proceeding with production. I'm currently a parallel worker. We produce blogs in Yoom's content division, and receive external public relations projects for companies in our individual business. Since we are starting a private lodging, we aim to thoroughly improve the efficiency of routine work!
Tags
Chat Plus
Dify
Teams
Microsoft Teams
Integration
Notification
Automatic
Automation
AI
App integration
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