Creating an Example Flow


  • To start with a flow, ensure you have the Microsoft Power Automate Connector installed.
  • You need at least once Nimbus service and be either Owner of that service or Admin. Also refer to Power Automate Permissions to see which user roles have access.
  • The example below also assumes that you have access to a CRM, user directory or similar database that provides caller conversation context for incoming Nimbus tasks (calls).

Example Flow

In this flow we're going to react to an incoming call, retrieve calling customer information from a user directory to show in the My Sessions view of Nimbus.

Example flow with trigger and action steps explained


  • Some Trigger Events (GetOnUpdatedTask) and Flow Actions (UpdateTask) which are available in our Power Automate Connector.
  • Available System Fields and Parameters - a list of all data properties that can be accessed during a flow, to be filled with content from your CRM or user directory 

💡 Many more Use Cases with similar examples can be found at the bottom of this page.

Create new Flow

  1. Log into your Microsoft Power Automate / Flow account
  2. Navigate to "My Flows" and "+ Create" a new Flow
  3. Name your Flow to your choice like "Nimbus User Details Connector"
  4. Add a Flow Trigger by searching for "Luware" or "Nimbus".
  5. Configure the Trigger Connection by clicking on "..." → select a user account with corresponding team owner permissions.

Configure the Trigger Properties according to the table below. 

Available Flow Triggers
Usage Scenario

🔍Automatically triggers once on "Calling" workflow event → The "Start" point of any Workflow

🔍 Workflows are configured in a Team's Workflows.

☝ Use either this trigger or GetOnUpdatedTasks as part of a Flow, not both.


🔍 Triggers multiple times on specified events, as described in Trigger Events.

🔍 Events are part of (any manually added) workflow steps, done via a specific Nimbus team's Workflows.

☝ Use either this trigger or GetOnNewTasks as part of a Flow, not both.

Add an action for data-retrieval

The next step depends on your connected System. The goal is to look up the user / UPN calling your Nimbus team and retrieve user details.

Azure Active Directory "GetUser" example:

  1. Add an "Action" item to your flow
  2. Choose "Azure AD" in the Action search field
  3. Select the "Get User" Action → The Action is now named accordingly
  4. As an example field "User ID or Principal Name" you can select “MsCallerID

💡 This is an example. You can select a user with other identifiers as needed, depending what works as a lookup ID on your database.

☝ Note that these data retrieval actions can (and should) be configured with a timeout behavior so they don't stall the system in case of an unresponsive user database.

Update the Nimbus Task Item

Now it's time to update the Nimbus task with the context retrieved from your connected database in the previous step.

Add an "UpdateTask" action to your flow

Usage Scenario

✅ Requires either GetOnNewTasks or GetOnUpdated Tasks in the same flow.

Updates the Task Item with System Fields and Parameters
🔍 Refer to the table below for the following steps.

Fill in " RequestID " by using the Dynamic Content Nimbus field of the same name,

Fill in other dynamic values as needed and provided by your CRM / external database. For each field, add "dynamic data" within the UpdateTask Nimbus Action:

🔍 Excerpt Table below. Refer to System Fields and Parameters for a full list. You can also adjust the fields shown in your service via Context Service Settings.
NoteAny input contents for Nimbus context (coming from external systems) must be of "plain text" type – or converted accordingly. Other forms of media are currently not supported.

Property Name
RequestID String

Dynamically generated

ID to identify and Update Tasks

Created  DateTime
  • Incoming
  • InIVR
  • InQueue
  • ConnectedToUser
  • Terminated
Type String

Type of the session.

Default "Incoming"

Terminated DateTime

Dynamically generated

Time when Session was terminated

ServiceLine Strings
  • Name (Team Name)
  • DisplayName
  • UPN (Team UPN)
  • PhoneNumber
Customer UPN, Phonenumber
  • UPN
  • PhoneNumber
ContextParameters Key.value pair
  • CustomerFirstName
  • CustomerLastName
  • CustomerCompany
  • CustomerTitle
  • CustomerDepartment
  • CustomerStreetAddress
  • CustomerPostcode
  • CustomerCity
  • CustomerState
  • CustomerCountry
  • CustomerPhoneNumber

🔍 Further context can be provided in custom fields

  1. Use "Customer.Customfields" to provide additional context as needed / provided by your systems.
    💡 Those custom fields will be shown throughout the Nimbus UI. For example here in the Attendant Console call hub or your "My Sessions" tab in the personal Nimbus app.

Use the "Flow Checker" to test your flow. → When everything is OK, save and close the flow and you're done. Make a test call to your service to test if the trigger events are recognized.


  • You may also access, update and manipulate connected Address Books using the dedicated Nimbus "Clear/Get/Remove Contact" flow steps. Please note that this may also affect Attendant Console users when accessing the same Address books.
  • Nimbus will not wait for Flows to complete, nor request any updates by itself as it may impact call performance. If a flow is not working as intended, the call context in a Nimbus task is simply not updated.
  • Microsoft is constantly updating Flow with new connectors and triggers. Feel free to experiment with advanced IF/THEN and switch conditions and error-handling loops in your flows.
  • Keep in mind that context takes at least 1-2s for each Flow to update, which might delay information gathering during huge call volumes. Use the "Flow Checker" history to review performance during peak hours and consider shortening your flows if necessary.
  • When creating Flows that intend to inform your team via Teams Message or Email, consider enabling the native Adaptive Cards support in a "QueueWorkflow Activity instead. Adaptive Cards may also show context if provided by a Flow.

Further Example Use Cases

By using Power Automate flows you can greatly extend the interaction range of Nimbus. Here are some example use cases that showcase the use of related Trigger Events, showcasing how to use Flow Actions to show and manipulate System Fields and Parameters within your flows:


Use Case contents listed on this page have been created as examplesPlease note: 

  • Our documentation was created within the versions of 3rd party products (e.g. Salesforce, ZenDesk or other vendors) available to us. Your personal version or licensing type of 3rd party products may vary and change over time, resulting in limited or missing functionality.
  • Luware and Nimbus Support cannot guarantee that the example scenarios will work in every (future) customer scenario. Please consult with your 3rd party manufacturer if your product version supports the functions and interfaces mentioned in our Use Cases. 
  • Luware and Nimbus Support does not cover integration setup and administrative scenarios with any external systems mentioned in the documentation (e.g. Salesforce, Zendesk, Microsoft Dynamics and other 3rd party manufacturers).
  • Luware does not provide support nor guarantee the executability of Use Cases in your environment.

→ Please ensure that you run your own internal testing before rolling out any large-scale integration into productive systems.

→ If you need further support for your Nimbus integration, please reach out to your account manager or customer success specialist.

🤔 On which topics can I get support on?


✅ Before you get started, ensure you are using MS Flow with a Nimbus user role that has Power Automate Permissions.

Name and Goal of the Use Case
Use Case - Managing Caller Data in Sharepoint Lists UC NIMB 002
Use Case - Storing external CRM data in custom parameters UC NIMB 008
Use Case - Retrieving called Agent information from O365 UC NIMB 009
Use Case - Caller Information from Graph UC NIMB 010
Use Case - Adding external Address Books via Power Automate UC NIMB 013
Use Case - Looking up phone numbers via API UC NIMB 014
Use Case - Looking up caller data from a simple Excel list UC NIMB 017
Use Case - Creating a callback task for missed calls in Salesforce UC NIMB 018
Use Case - Connecting to Azure Table Storage inside a flow UC NIMB 019
Use Case - Updating a task for a known Contact in Salesforce UC NIMB 020
Use Case - Creating and opening a Salesforce-Task as Agent accepts a call UC NIMB 021
Use Case - Waiting for a parameter to be updated via Power Automate UC NIMB 022
Use Case - Forwarding Voicemails received in Nimbus to Email UC NIMB 023
Use Case - Working with Blacklists or Whitelists in Nimbus UC NIMB 024
Use Case - Creating an incident task in ServiceNow UC NIMB 025
Use Case - Creating a ServiceNow ticket based on user input UC NIMB 027
Use Case - Looking up a caller to open Dynamics 365 contact context UC NIMB 029
Use Case - Creating a callback task in Dynamics 365 UC NIMB 031
Use Case - Connecting to OData via Postman UC NIMB 032
Use Case - Creating a custom settings page for a workflow UC NIMB 033
Use Case - Looking up caller information in HubSpot UC NIMB 035
Use Case - Looking up caller information from Zendesk UC NIMB 036
Use Case - Creating an IVR Ticket Service with Zendesk UC NIMB 037
Use Case - Creating a dynamic emergency message routing scenario UC NIMB 038
Use Case - Adding Custom Data to Luware Power BI Reports UC NIMB 039
Use Case - Planning After Call Work with Teams, Office and Nimbus UC NIMB 040
Use Case - Posting interactive custom adaptive cards to agents UC NIMB 042
Use Case - Transferring calls to an on-call agent from a SharePoint list UC NIMB 043
Use Case - Extending the standard Power BI Report with IVR Choices UC NIMB 044
Use Case - Collecting data from customers in an automated IVR without agents UC NIMB 045
Use Case - Integrating a customer satisfaction survey with Nimbus UC NIMB 046
Use Case - Creating Tasks in Planner for all Nimbus Service Calls UC NIMB 047
Use Case - Building a properties management customer service with Nimbus, Teams and HubSpot UC NIMB 051
Use Case - Building a Priority Service in Enterprise Routing UC NIMB 053
Use Case - Creating Nimbus outbound calls from a list of scheduled tasks UC NIMB 054
Use Case - Creating a Dynamic IVR with TTS UC NIMB 057
Use Case - Showing a dynamic list of ticket links in Nimbus Assistant UC NIMB 058
Use Case - Using Save to Parameter activity to create custom triggers in the workflow UC NIMB 059
Use Case - Storing the Luware Recording link in a CRM UC NIMB 060
Use Case - Looking up caller information in BSI CRM UC NIMB 061
Use Case - Set preferred agent from CRM UC NIMB 064
How to use the "Save to Parameter" workflow activity UC NIMB 066
Use Case - Creating an External Task UC NIMB 067
Use Case - Answering a Dynamics Customer Voice survey within the IVR UC NIMB 069

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