Are you spending too much time writing responses to inquiries?
Many people struggle with responding quickly during busy periods, and rushing can lead to mistakes or missed details. But what if you could solve these problems?
By integrating Microsoft Teams and AI tools like Dify, you can automate this process of writing responses to inquiries, ensuring quick and accurate replies every time.
In this article, we'll walk you through how to set up this integration to automatically generate response suggestions with Dify and share them with Microsoft Teams whenever a ticket is created in Chat Plus. Learn how to streamline your customer support workflow by leveraging AI with Microsoft Teams and Chat Plus.
✨ Recommended for
Teams managing a high volume of daily customer inquiries and feeling overwhelmed
Anyone struggling to provide quick responses due to complex inquiries
Organizations facing inconsistent response quality based on team member experience and skills
Anyone who wants to improve the speed and accuracy of customer support
Businesses that want to improve team efficiency and make better use of available resources
Meet Yoom: No-Code Automation
Yoom is a next-generation no-code automation that lets you connect and automate tasks between your favorite apps. Connecting different apps can be challenging for non-engineers, but Yoom makes automation accessible to everyone.
🌐 Connect with apps like Microsoft Teams, Dify, ChatPlus, and more.
📖 Use automation templates - no technical setup required
📈 Boost productivity and reduce human errors
You don't need to go through a complex setup and IT jargon, you can build your automation workflows with just a few clicks :) It's designed for those who want to streamline their daily work and save hours of time and stress from repetitive work.
In this guide, you'll learn the step-by-step process of how to use Yoom to generate a response in Dify and share it via Microsoft Teams when a ticket is created in ChatPlus..
✔️ For Those Who Want to Try It Quickly
Yoom offers ready-made templates for easily setting up an automated ticket response process with Chat Plus, Dify, and Microsoft Teams. Click the "Try It" button to get started now!
We’ll also walk you through the step-by-step process of creating this automation flow in the following section of this article.
When a ticket is created in Chat Plus, generate the response content with Dify and notify Microsoft Teams.
🚀 How to Create an Automated Ticket Response Process
Let's walk through how to set up a flow that automatically creates responses with Dify for the tickets created in Chat Plus and shares them via Microsoft Teams.
⏱️ Setup time: 10 minutes
🔧 What You’ll Need
A free Yoom account
Access to Dify, Chat Plus, and Microsoft Teams
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)
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.
→ Click Test. → Success. The following items can be obtained. These values will be used in later steps.
→ Click Save.
Step 4: Integrate with 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
Preset.
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 {{details}} is embedded in the preset, but customization by quoting other codes is possible.
user
Set an arbitrary identifier in alphanumeric characters.
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.
→ Click Save.
Step 5: Integrate with App "Send Message"
Click the third step of the template.
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
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.
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.
→ 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!
Turning ON the trigger will activate the flow bot. It can be toggled with the switch at the top left of the template.
The flow bot setup was easily completed without programming! The template used this time is here.
When a ticket is created in Chat Plus, generate the response content with Dify and notify Microsoft Teams.
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.
When a message is posted on Slack, automatically generate and respond with Dify's chatbot.
■Overview Are you spending a lot of time handling inquiries on Microsoft Teams one by one? Responding to routine questions is especially time-consuming. By using this workflow, when a message is posted to Teams, Dify's AI chatbot automatically generates content and replies, reducing the burden on staff and enabling quick responses.
■Recommended for ・Those who spend a lot of time handling routine inquiries on Microsoft Teams ・Those who want to leverage AI such as Dify to streamline customer support or internal help desks ・Team leaders who want to automate manual reply tasks and create an environment that allows focus on core work
■Notes ・Please connect Yoom with both Dify and Microsoft Teams. ・Microsoft 365 (formerly Office 365) has consumer and business plans (Microsoft 365 Business). If you are not subscribed to a business plan, authentication may fail. ・You can choose trigger intervals of 5, 10, 15, 30, or 60 minutes. ・The minimum trigger interval varies by plan, so please be aware. ・Please refer to the following for how to connect Dify My Apps. https://intercom.help/yoom/en/articles/9618925
■Overview The 'Summarize Discord Post Message and Notify Microsoft Teams' workflow contributes to quicker information sharing. By summarizing the content on Discord before notifying, it improves the readability of the information.
■Recommended for ・Those who use Discord for team communication ・Those who use Discord for team information sharing but often miss important messages ・Those who want to quickly grasp necessary information by utilizing message summaries ・Companies using Microsoft Teams for internal communication ・Those who want to use Microsoft Teams for efficient information sharing ・Those who find manual forwarding tedious and aim for operational efficiency through automation
■Notes ・Please connect both Discord and Microsoft Teams with Yoom. ・You can select the trigger interval from 5, 10, 15, 30, or 60 minutes. ・Please note that the shortest trigger interval varies depending on the plan. ・Microsoft365 (formerly Office365) has plans for both home and general corporate (Microsoft365 Business). If you are not subscribed to the general corporate plan, authentication may fail.
■Overview The "Summarize Google Chat posts and notify Microsoft Teams" workflow helps speed up information sharing and reduce workload. By summarizing before notifying, the readability of information will also improve.
■Who we recommend this template for ・Those who use Google Chat for team communication ・Those who want to quickly grasp the content posted on Google Chat ・Those who use Microsoft Teams for business ・Those who use both Google Chat and Microsoft Teams but feel it takes time to share information ・Those who want to prevent transmission errors or delays and respond quickly ・Those who want to master multiple tools and build an efficient workflow
■Notes ・Please integrate Yoom with Google Chat and Microsoft Teams separately. ・You can select trigger intervals of 5, 10, 15, 30, or 60 minutes. ・The shortest trigger interval varies depending on the plan, so please be aware. ・Integration with Google Chat is only possible for Google Workspace. Please refer to the following for details. https://intercom.help/yoom/ja/articles/6647336 ・For Microsoft365 (formerly Office365), there are plans for households and general businesses (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.
This is a flow to add a new contact to the SendGrid contact list when a chat starts on Chat Plus.
■Notes ・Please connect both Chat Plus and SendGrid with Yoom. ・Please refer to the following for the Chat Plus trigger configuration method. https://intercom.help/yoom/en/articles/7911619 ・The visitor name data acquired from Chat Plus is not divided into first and last names, so it will be collectively reflected in the last name field. However, by using the AI operation extraction function, it is sometimes possible to split the name into first and last names.
This is a flow to create a contact in HubSpot when a chat is started in Chat Plus.
■Notes ・Please integrate Yoom with both Chat Plus and HubSpot. ・Refer to the following for setting triggers in Chat Plus. https://intercom.help/yoom/ja/articles/7911619 ・The visitor's name data obtained from Chat Plus is not separated into first and last names, so it will be collectively reflected in the last name field. However, you may be able to separate the name into first and last names by using the AI operation extraction function.
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!
With Yoom, you can easily build the kind of collaboration described here without programming knowledge.
With a decade of experience as a Web Planner and Director, my primary responsibilities at a web production company included proposing and managing revision and operation plans for clients. Currently, I am a parallel worker. In the Content Division at Yoom, I am involved in blog production, while also handling external PR projects for companies as an independent contractor. As I embark on a new venture in the vacation rental industry, I am committed to optimizing routine work efficiency.
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