Flow Actions

How to configure actions within your flows

Notes

  • Actions can be executed after Nimbus Trigger Events occurred within your Flow.
  • Parameters and Fields described below are written for the “Legacy” connector which will slowly be phased out. The new certified connector requires a change described on Legacy and Certified Connector differences.
 
Action Name Parameters and Fields Description / Notes

Certified:

  • Add an inbound tasks
  • Update an inbound task

 

Legacy:

AddorUpdateTask

Parameters:

  • Type (Call, Chat, Email, External Task)
  • RequestId (Task Identifier)
  • Task Object to Update 
    💡 Allows only to update Context Parameters
  • Task Object
    • Id, string
    • Created, DateTime
    • State, string
    • Type, string
      • Incoming
    • Terminated, DateTime
    • CustomContextParameters
      • string, string
    • NimbusContextParameters, key value pair
      • Nimbus Read Only
        • ServiceLineUpn, string
        • ServiceLineDisplayName, string
        • ServiceLineName, string
        • ServiceLinePhoneNumber, string
        • CallerPhoneNumber,
        • CallerId,
        • CallerIsAnonymous,
      • Nimbus Read/Write
        • CustomerFirstName, string
        • CustomerLastName, string
        • CustomerCompany, string
        • CustomerTitle, string
        • CustomerDepartment, string
        • CustomerStreetAddress, string
        • CustomerPostcode, string
        • CustomerCity, string
        • CustomerState, string
        • CustomerCountry, string
  • PreferredUsers (list, n-tuple) 🔍
    • <priority>,<user>
    • Priority, Integer
      • Lower Number has higher priority
      • Highest priority if empty
      • Min 1
      • Max 99
    • User
      • UserUpn

Updates the Caller Information of a Task.

 

PREFERRED USERS / EXTERNAL TASKS

Only applicable for Contact Center services and users.

Preferred Users:

  • Used to pool users for the "Preferred User Routing" option, enabled within Distribution Policies.
  • Preferred user lists are also updated during "GetOnUpdatedTask" and "GetOnNewTask" Trigger Events.

External Tasks: 

  • Once created via "AddExternalTask" action, the "UpdateTask" action can also update External Tasks details using the "RequestID" field as task identi
 

Outbound Tasks

Certified:

  • Add an outbound task
  • Update an outbound task

 

 

Legacy:

AddOrUpdateOutboundTask

Parameters:

  • Destination 
    either:
    • Internal O365 UPN
    • Internal O365 GUID
    • PSTN
  • DueDateTimeUTC 
    in a format like: 
    • 2023-02-09T14:40:00.0000000
    • 2023-02-09T14:40:00.0000000Z
  • ServiceUpn 
    dropdown filtered by:
  • DistributionPriority
  • MaxAttempts
    • Retries: 1-10
  • AttemptTimeoutInSeconds 
    • Default: 3600s
    • Min: 30s
    • Max: 1day
  • MaxQueueTimeInSec
    • Default: 300
    • Min: 5
    • Max: 3600
  • RONATimeoutInSec 
    • Default 20
    • Min: 5
    • Max: 30
  • OutboundTaskId
    • Nullable
    • 🔍 Used for identification and change of task properties → See Ruleset in "Notes" column on the right.
  • CustomContextParameters 
    (e.g. ExternalId can be stored here)
    • Nullable
  • Customer.CustomFields 
    • e.g. $(Customer.CustomFields 
      .<Name>
    • Stored when the call is triggered -
    • Updated when task is not accepted and rescheduled.

Adds a new Outbound Task or updates an existing one.

 

This action will be limited to Contact Center services with "Outbound Conversations" option enabled in their Modality Service Settings.

OUTBOUND FEDERATION LIMITATION

Federated outbound calls are not supported, the flow will return an error.

 

OUTBOUND TASK DATA VISIBILITY AND UPDATE BEHAVIOR

Scheduled Outbound tasks are visible in Personal Dashboards > "Service Outbound Tasks" widgetTheir task parameters can be updated according to the following ruleset:

Ruleset for updating outbound task properties
  • If OutboundTaskId is provided AND matches an existing outbound task AND is not in "In progress" already, the task properties can be updated. 
  • If the task is already "in progress" an error is returned. Properties are not updated.
  • If the OutboundTaskId doesn't match any existing task, a "not found" error is returned.
  • If the OutboundTaskId is null, a new outbound service task with the defined properties is scheduled.
 

🔍 Outbound Tasks also react to Trigger Events (→ GetOnUpdatedOutboundTask) on which System Fields and custom Parameters can be updated and made visible in the My Sessions > "Session Details" widget. The actual data shown to users can be configured via Extension Service Settings.

Certified:

Get all outbound tasks

 

Legacy:

GetOutboundTasks

Parameter: 

Get all outbound Tasks filtered by service specified. Returns task object and state.

 

Outbound task object response, filtered by service for all matching tasks including the state.

Returned task state can be: 

  • Scheduled
  • InProgress
  • DestinationAccepted
  • MaxRetriesReached
  • Removed (by Supervisors on Personal Dashboards or via RemoveOutboundTasks)
  • Failed (e.g. task removed by admin)

Certified:

Remove an outbound task

 

Legacy:

RemoveOutboundTask

Parameters:

  • OutboundTaskId

 

Removes an existing Outbound Task

 

Does only remove a task when not "In Progress".

External Task

Certified:

  • Add an external task
  • Update an external task

 

Legacy:

AddExternalTask

Parameters:

  • PreferredUsers (list, n-tuple) 🔍
    • <priority>,<user>
    • Priority, Integer
      • Lower Number has higher priority
      • Highest priority if empty
      • Min 1
      • Max 99
  • ServiceUPN
  • DistributionPriority
  • Customer Identifier (System Parameter
    • Editbox (optional), "Anonynmous" when left empty.
    • max 255 characters.
    • Will be saved to CallerIdentifier.id in DB for reporting purposes.
    • Can be used in Workflow Activities (e.g. Voice Message, Announcement, Save to Parameter)

 

Allows to add External Tasks and configure Preferred Users.

 

Contact Center -  This feature is only available for Contact Center licensed services and users with the "External Task" modality activated. 

  • Creates a new task, immediately adding PreferredUsers to the list. If a call immediately starts with a "Queue" Workflow Activity and the preferred users are used for task distribution.
  • Past their creation, External Tasks are treated like any other task in Nimbus and can be updated via "UpdateTask" action accordingly, using the "RequestID" field as task identifier.

LAST / PREFERRED USER NOTES

✅ Used to pool users for the "Preferred User Routing" option, enabled within Distribution Policies.

  • "Last Users" routing is ignored for the External Task modality, even if enabled in the Distribution Policy.
  • Once created, the preferred user list can can be overridden with → "UpdateTask" action.
  • Preferred user lists are also updated during "GetOnUpdatedTask" and "GetOnNewTask" Trigger Events.
 

EXTERNAL TASK - KNOWN LIMITATIONS

  • Flow "RequestID" limitation - When a new External Task (ET) is created via Power Automate Flow Action, the "RequestId" value will not be returned. This means that you can't create and update an ET within the same flow. → You need configure an additional flow – based on one of the Nimbus Trigger Events – and update the ET via "UpdateTask" action.
  • External Tasks visbility - External Tasks are currently visible in the Nimbus UI, including Assistant, but only My Sessions and Attendant Console allow to control External Tasks for now.
 

Certified:

 

 

Legacy:

RemoveExternalTask

Parameters:

  • ExternalTaskID (mandatory)

Removes External Tasks (with specified ID)

 

Can only remove a task before the "Connected" state. "Ongoing" tasks are not removable anymore.

Address Book Contacts

Certified:

  • Add a contact in an Address Book
  • Update a contact in an Address Book

 

Legacy:

AddOrUpdateContact

Parameters

  • Address Book
  • External ID of User

Fields of contact to add or update:

  • FirstName
  • LastName
  • Displayname
  • Initials
  • Company
  • Department
  • JobTitle
  • UserPrincipalname (UPN)
  • IM Address
  • EMail Address
  • Business Phones
  • Mobile Phone
  • Home Phome
  • Address Street
  • Address City
  • Address County
  • Address State
  • Address PostalCode
  • + Allows Custom Fields

Add or update a contact in an Address Book

 

  • The visibility of Nimbus is limited by the Organization Units of the currently signed-in flow-user.
  • Only Tenant Administrators have the possibility to see the available Address Books in the dropdown.
  • If the External ID already exists in the address book, then the current contact will be replaced with the updated data.
  • If the External ID doesn't already exist, a new contact will be created.

Legacy:

RemoveContacts

 

Certified:

Empty an Address Book

Parameters

  • Address Book
  • External IDs of Users to remove

Remove selected contacts from an Address Books by providing their external IDs

 

Removes contacts within Address Books

  • The visibility of Nimbus is limited by the Organization Units of the currently signed-in flow-user.
  • Only Tenant Administrators have the possibility to see the available Address Books in the dropdown.
  • Note that removing contacts will also remove any notes that have already been added for them by your users through the Attendant Console

Legacy:

ClearContacts

 

Certified: 

Empty an Address Book

Parameter: Address Book

Clears all contacts from an Address Book.

💡 To remove a single contact, use "RemoveContacts" action. 

 

  • The visibility of Nimbus is limited by the Organization Units of the currently signed-in flow-user.
  • Only Tenant Administrators have the possibility to see the available Address Books in the dropdown.
  • ☝ Note that removing contacts will also remove any notes added for them by your users through Attendant Console.

Legacy:

GetContacts

 

Certified:

Get all exisitng contacts in an Address Book

Parameter: Address Book

Get all existing contacts in an Address Book.

 

Retrieves contacts within Address Books

  • The visibility of Nimbus is limited by the Organization Units of the currently signed-in flow-user.
  • Only Tenant Administrators have the possibility to see the available Address Books in the dropdown.
  • Returns an array of contacts with their ExternalID and the fields seen above.
Actions in the Nimbus Power Automate Connector

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