How to Create a Response with Dify and Notify in Microsoft Teams When a Ticket is Created in Re:lation

“Are you struggling with issues like ‘taking too long to respond to inquiries, causing customers to wait’ or ‘inconsistencies in responses depending on the staff member handling the inquiry’?”
To solve these challenges, integration between applications is effective. In the integration of Re:lation, Dify, and Microsoft Teams that we introduce this time, AI (Dify) automatically generates response proposals based on customer inquiries received in Re:lation. Then, the generated response proposals are notified to Microsoft Teams. With this integration, the person in charge can proceed with the response based on the notified response proposal, reducing the effort required to create response content. As a result, you can expect improved response speed and reduced workload.
Traditionally, programming was required for app integration, but with the flowbot template provided by our company, it can be easily realized even without programming skills. In this article, we will explain in detail how to set up this template and the specific benefits of using it. Please read to the end!

Recommended for

This flowbot is recommended for those who have the following issues.

Feeling overwhelmed by the number of inquiries managed in Re:lation due to lengthy response times
Concerned about inconsistent response quality due to differences in staff handling
Wanting to use Dify to automatically generate response proposals and respond to inquiries quickly
Looking to improve team communication using Microsoft Teams due to insufficient information sharing
Wanting to prevent concentration of difficult cases on specific staff and avoid personalization

Benefits and 3 Specific Use Cases of Generating Response Proposals with Dify and Notifying Microsoft Teams When a Ticket is Created in Re:lation

From the perspective of customer service representatives and managers, we introduce the benefits of introducing flowbots.

1. A System that Enables Quick Customer Response

When the flowbot is activated, AI (Dify) quickly generates response proposals based on inquiries received in Re:lation and notifies Microsoft Teams. This process eliminates the need for the person in charge to create response proposals from scratch, allowing for reduced customer wait times.
For example, when a customer inquiry arrives, AI automatically generates a response proposal based on past history and templates and immediately notifies Microsoft Teams. This allows the person in charge to start checking and fine-tuning based on the response proposal, enabling a quick response. This time-saving effect reduces the time spent on each inquiry, allowing more inquiries to be handled. Additionally, reducing wait times leads to improved customer experience.

2. A Method to Stabilize the Quality of Response Proposals

Dify's AI can automatically generate response proposals based on the company's rules and tone & manner, ensuring consistency in response proposals. This system prevents discrepancies in responses among staff and reduces variations due to differences in experience.
For example, even when a new staff member is in charge of handling inquiries, AI generates response proposals according to the company's unique guidelines, ensuring stable quality regardless of experience. This makes it easier for quality control managers to raise the overall response quality. Even when staff with different levels of experience are involved, responses are handled with consistent standards, helping to improve the stability of the entire operation.

3. Building a Response System that Does Not Rely on Experience

Difficult inquiries tend to concentrate on a few experienced staff or managers, but with Dify's AI learning from past cases to automatically generate response proposals, standardization of responses becomes possible. This avoids concentrating tasks on specific staff and prevents personalization of responses.
For example, there may be cases where difficult inquiries concentrate on specific members. By utilizing this flowbot, the response process is standardized, allowing the team to evenly distribute the workload. As a result, it prevents excessive reliance on specific staff and contributes to creating a more comfortable working environment.

From here, we will explain the setup method of the automation of generating response proposals with Dify and notifying Microsoft Teams when a ticket is created in Re:lation using Yoom's flowbot template.

[What is Yoom]

How to Generate Response Proposals with Dify and Notify Microsoft Teams When a Ticket is Created in Re:lation

Utilize Yoom's trigger function to obtain information on newly created tickets in Re:lation. Based on this obtained information, instructions are sent to Dify, and AI generates response proposals. By notifying the relevant parties through the Microsoft Teams API, a system is realized where inquiry information can be shared and handled smoothly. Generally, programming knowledge is required to achieve this, but by using the no-code tool Yoom, it is possible even without programming knowledge.

Integration Process

Register My Apps in Yoom (Re:lation, Dify, Microsoft Teams)
Copy the template
Set up app triggers and app integration
Turn on the trigger button and start integration

Items to Prepare in Advance

Re:lation

Re:lation account information (for operating the management screen)
Access token

Click "System Settings" at the bottom left of the Re:lation management screen.
Select "API Token" from the menu within System Settings.
If there is an existing value, click the eye icon on the API token to display the value. This value is necessary.
To generate a new one, click the "+" button at the top right.

Subdomain
- Can be obtained from the URL. The Re:lation URL is in the following format:
  "https://{subdomain}.relationapp.jp/"
Inbox
- To specify the ticket inbox, it's smooth to decide the inbox to use in advance. Re:lation official site: How to Add, Edit, and Delete Inboxes

Dify

Dify account information (for operating the management screen)
App (Chatbot)
- How to create one: Dify Official App Creation
Access token
- Obtain from the Dify app.
- Open the created app and select "Monitoring" from the left menu bar.
- Click "API Key" within Backend and Service API.
- Click 'API Key' and select 'Create New Secret Key' to display the API secret key. This corresponds to the access token. More details: Dify My App Registration Method and What Can Be Done 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 "19: ～ .space" part within the link is the chat ID.

Step 1: Setting Up My App Integration

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

In Yoom, a list of connectable apps will be displayed. Search for the app to be integrated this time from the search window and proceed with My App registration.

Re:lation

Click the app name from the search results. A screen will be displayed to enter the values obtained from Re:lation.

Account Name
- Enter an easily identifiable value. Use a value that can identify the account, such as an email address.
Access Token
- Enter the API token.

Enter the required fields and click "Add" to complete the registration of Re:lation's My App.

Dify

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

Account Name
- Enter any value. It is recommended to use a value that can identify the account, such as an email address.
Access Token
- Enter the value obtained in advance.

Enter the required fields and click "Add" to complete the registration of Dify's My App.

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' My App.

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

Click 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"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued by Re:lation.

(1/2) Select Integration Account and Action

This item is already pre-configured.

App Trigger Title
App
Account Information Integrated with Re:lation
Trigger Action

→ Click Next.

(2/2) API Detailed Settings for App Trigger

Trigger Activation Interval
- Set the activation interval for the flow bot.
- You can choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. *The shortest activation interval varies depending on your plan.
Subdomain
- Can be obtained from the URL. "https://{subdomain}.relationapp.jp/"
Inbox ID
- Click the edit field to display options. When you select the inbox to use, the ID will be quoted.

→ Click Test. → Successful. The following items can be retrieved. These values will be used in the next operation.

→ Click Save.

Step 4: Integrate with the App "Retrieve Ticket Details"

Click on the second step of the template. In this step, you will retrieve the inquiry content from the ticket ID obtained in the previous stage.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Re:lation
Action

→ Click Next.

(2/2) API Connection Settings

Subdomain
- Enter the same value as before. "https://{subdomain}.relationapp.jp/"
Inbox ID
- Click the edit field and select the inbox to use from the displayed options. Please select the same inbox as in the previous operation.
Ticket ID
- Click the edit field to display the output obtained in the previous step. Select the ticket ID from them, and the quoted code will be embedded.

→ Click Test. → Successful. You can obtain inquiry content from customers, which will be used in the next operation.

→ Click Save.

Step 5: Integrate with the App "Send Chat Message"

Click on the third step of the template.

Here, you will set up the instruction text to be sent to Dify.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Dify
Action

→ Click Next.

(2/2) API Connection Settings

query
- Please quote the inquiry content from the customer.
- Click the edit field to display the output obtained in the previous operation. From this, create instructions to be read by Dify.

user
- Set an arbitrary identifier in alphanumeric characters.
Variables
- Not required, 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 and enabling optimal responses to users.

→ Click Test. → Successful. You can obtain Dify's response proposal (response content), which will be used in the next operation.

→ Click Save.

Step 6: Integrate with the App "Send Message"

Click on the fourth step of the template.

Here, you will set up the template message to be notified to Microsoft Teams.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Microsoft Teams
Action

→ Click Next.

(2/2) API Connection Settings

Team ID
- Click the edit field to open a dropdown, displaying the space names of the integrated Microsoft Teams. When you select the space to send the message to, the ID will be obtained.

Channel ID
- Click the edit field to open a dropdown. Select from the channel options, and the ID will be automatically quoted.

Message Content
- Create a template message to be notified. You can also mention specific members.

Click the edit field to quote and embed the values obtained in the previous operation (Send Chat Message to Dify). By quoting the subject and body code of Re:lation, you can check the consistency with Dify's response content.

The output obtained in each step is divided into tabs, so please check them thoroughly.

This time, we created a template message to notify the chat content from the user and Dify's response proposal.
In Microsoft Teams, HTML tags are supported to display notification messages in a rich and structured format. Therefore, you need to insert the tag for line breaks.
When setting up mentions, enter the value in the box to link mention values below the message editing area. Similarly, insert values for attachment information.

→ Click Test. → Successful

→ Click Save. This concludes the steps.

Step 7: Turn ON the App Trigger

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

After turning ON the trigger, activate the flow bot with the toggle at the top left of the template.

The flow bot setup was easily completed without programming. The template used this time is here.

Make the Most of It! 3 Automations Using Dify and Microsoft Teams

Dify and Microsoft Teams can integrate with other apps. With the same mechanism, they can generate response proposals based on inquiries and send notifications, improving the speed of customer service.

1. Streamline Inquiry Handling in Outlook

Based on inquiry emails received in Outlook, Dify creates response proposals and notifies Microsoft Teams. This mechanism eliminates the hassle of drafting responses, allows for quick sharing, and facilitates easier handling.

2. Simplify Inquiry Responses in Gmail

Dify automatically generates response drafts from inquiry emails received in Gmail and notifies Microsoft Teams. This allows the person in charge to create replies based on the shared response drafts, improving work efficiency.

3. Progressing Freshdesk Ticket Handling as a Team

Based on the tickets created in Freshdesk, Dify generates response proposals and notifies Microsoft Teams. This process makes it easier for the entire team to share response proposals and proceed with handling them promptly.

Summary

By integrating Re:lation, Dify, and Microsoft Teams, AI automatically generates response drafts. This reduces the effort required for staff to create responses from scratch, streamlining response procedures and speeding up customer service. Additionally, AI learns from past cases to standardize response drafts, preventing difficult inquiries from concentrating on specific staff members and enabling a team-wide response distribution system.
With Yoom's flow bot template, you can implement this system immediately without programming skills. The setup is intuitive and can be applied to operations right away. You can start a trial from the banner below!

See you again!