BEFORE YOU START
- 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.
THE FOLLOWING STEPS MAKE USE OF THE FOLLOWING CONCEPTS
- 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
- Log into your Microsoft Power Automate / Flow https://emea.flow.microsoft.com account
- Navigate to "My Flows" and "+ Create" a new Flow
- Name your Flow to your choice like "Nimbus User Details Connector"
- Add a Flow Trigger by searching for "Luware" or "Nimbus".
- 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.
Name |
Usage Scenario |
|---|---|
| GetOnNewTasks |
🔍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. |
| GetOnUpdatedTasks |
🔍 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:
- Add an "Action" item to your flow
- Choose "Azure AD" in the Action search field
- Select the "Get User" Action → The Action is now named accordingly
- 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
Name |
Usage Scenario |
|---|---|
| UpdateTask |
✅ Requires either GetOnNewTasks or GetOnUpdated Tasks in the same flow. Updates the Task Item with System Fields and Parameters |
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.
☝ Note: Any 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 |
Type |
Contents |
|---|---|---|
| RequestID | String |
Dynamically generated ID to identify and Update Tasks |
| Created | DateTime |
|
| Type | String |
Type of the session. Default "Incoming" |
| Terminated | DateTime |
Dynamically generated Time when Session was terminated |
| ServiceLine | Strings |
|
| Customer | UPN, Phonenumber |
|
| ContextParameters | Key.value pair |
🔍 Further context can be provided in custom fields |
-
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.
GOOD TO KNOW
- 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 "Queue" Workflow 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:
LIMITED SUPPORT ON USE CASE SCENARIOS
Use Case contents listed on this page have been created as examples. Please 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?
- Nimbus MS Power Automate Connector troubleshooting
- Troubleshooting on retrieval of and integration with Nimbus data fields (call context) and system parameters
- Inquiries on improvements and feature requests
- Feedback on our documentation (e.g corrections and updates)
✅ Before you get started, ensure you are using MS Flow with a Nimbus user role that has Power Automate Permissions.