Nimbus treats all incoming calls, chat requests or other modalities as Task. The Power Automate connector primarily listens to Events related to changes in a task's status.
During an active call session Nimbus will send trigger events according to the steps configured in the respective service Workflow. These Events can then be followed up upon via Flow Actions accordingly.
💡 With the connector you can leverage these events and react to activities in your Nimbus service Workflows. The diagram at the right showcases when such Trigger Events occur during a call workflow.
☝ Please Note: Trigger event reaction times rely on Microsoft Power Automate and Azure infrastructure.
→ Account for delays – e.g. with announcement workflow activities while connecting to external systems – or while relying on user input, as each action in your flow can cause additional delays.
→ Workflows also allow for a Wait for Parameter activity which specifically waits for changes in your Parameters (e.g. updated by a flow).
→ We recommend to make test calls, and plan for monitoring periods to check your Flow performance in large call volume scenarios
💡 Trigger Events are available for selection within the Power Automate Connector and described in the following.
Service Session / Trigger Events relation
Service session events correlate with Power Automate Flow trigger events. The table below describes this event relationship.
| Session Event | Related Trigger Event | Supported Call Direction | Description | Related Workflow Activities |
|---|---|---|---|---|
| Created | GetOnNewTasks GetOnUpdatedTasks |
Inbound ↙ | Triggered during incoming call in a service line. 🔍 Will only be triggered once for the initial incoming call arriving at the first service. |
None, right after "Start" (only for the initial service that first receives the incoming call) |
| Outbound ↗ | Triggered when outbound service call is started. | None | ||
| Accepted by System | GetOnUpdatedTasks | Inbound ↙ | Triggered when incoming call was accepted by the service. | "Accept Conversation" |
| Parameter Updated | GetOnUpdatedTasks | Inbound ↙ | Triggered whenever a parameter is set or updated by a Workflow Activity. |
"Collect Information", "Save to Parameter", "Get Available Users", "Get Queue Position" |
| Queued | GetOnUpdatedTasks | Inbound ↙ | Triggered when the call was put into the queue. |
"Queue", "Queue Task" |
| Outbound ↗ | None | |||
| Connected to User | GetOnUpdatedTasks | Inbound ↙ | Triggered when the call was connected to a user. | As part of "Queue", "Queue Task" |
| Outbound ↗ | None | |||
| Outbound Connected to Destination | GetOnUpdatedTask | Outbound ↗ | Triggered when the call was connected to the destination. | None |
| Queue Left | GetOnUpdatedTasks |
Inbound ↙ | Triggered once the call leaves the queue (either when the caller hung up while waiting in the queue, or when the maximum queue timeout was reached). | During or right after "Queue" |
| Outbound ↗ | None | |||
| Terminated | GetOnUpdatedTasks |
Inbound ↙ | Triggered once the call is terminated (caller hung up, user hung up, or call was disconnected by the workflow). |
"Disconnect Conversation" |
| Outbound ↗ | None |
GOOD TO KNOW
- Please note that there are Legacy and Certified Connector Differences which result in naming changes on Flow Actions, Triggers and Event descriptions. Current and related pages are written with the legacy connector in mind, but will soon be updated to the new certified connector.
- Each Trigger Event can update System Fields and Parameters which are available as data fields within the Nimbus Power Automate Connector and the Nimbus UI itself.
- You can follow events with Flow Actions, e.g. to manipulate entries in Nimbus-internal Address Books, or change task details.
- Of course you can combine any Trigger Event or Flow Action with your own flow actions, e.g. reading info from external directories, triggering a MS Teams message. Refer to Power Automate Use Cases
- The User Role (RBAC) Matrix determines which Nimbus Services and related Triggers / Actions are available to the user.
Roles with Power Automate Access
Power Automate Roles
Revoked Role Limitation
If a User configures a Power Automate Flow for a service, but then loses permissions to configure such a flow (e.g. removed as Service Owner), the previously configured Power Automate Flows will still be triggered.
✅When changing service ownership we recommend you to check for leftover flows or use a global administrator to manage all your flow needs in a centralized fashion.
Power Automate Permissions
(E = Execute)Admin
Supervisor
User
Team / Service Owner
Certified Connector Custom Connector Tenant OU User Service Team Member Skill-Based Agent
Owner Owner Limited Conversation Triggers - GetOnNewTasks E E When a task changes state GetOnUpdatedTasks E E Actions Update task UpdateTask E E Add a new external task AddExternalTask E E Remove an external task RemoveExternalTask E E Address Books Actions Add a contact to an address book AddOrUpdateContact E E Update a contact in an address book - E E Empty an address book ClearContacts E E Get contact(s) from ana address book GetContacts E E Remove contact(s) from an address book RemoveContacts E E Outbound Service Calls Triggers When a scheduler entry changes state GetOnUpdated
OutboundTaskE E E Actions Schedule a new outbound call AddOrUpdate
OutboundTaskE E E Get all scheduler entries GetOutboundTasks E E E Update a scheduler entry - E E E Remove a scheduler entry Remove
OutboundTaskE E E Nimbus user roles with Power Automate access
Outbound Service Tasks
Outbound tasks occur outside (or in parallel) of a scheduled service session (workflow). They relate to a service session and can change their own status accordingly.
| Task Status | Related Trigger Event | Description |
|---|---|---|
| Scheduled | GetOnUpdatedOutboundTask | Triggers when outbound task gets successfully scheduled or new attempt is re-scheduled. |
| InProgress | GetOnUpdatedOutboundTask | Triggers when distribution attempt is started. |
| DestinationAccepted | GetOnUpdatedOutboundTask | Triggers when outbound task completes after destination (customer) is reached. |
| MaxRetriesReached | GetOnUpdatedOutboundTask | Triggers when the maximum amount of retries for the outbound task has been reached (all attempts were unsuccessful). |
| Removed | GetOnUpdatedOutboundTask | Triggers when a supervisor removes the task from the Personal Dashboards (UI controls via Outbound Tasks-type Widgets) or if the task is removed via Power Automate action. |
| Failed | GetOnUpdatedOutboundTask | Triggers when task either fails by system error or when e.g., killed by admins in the backend. |
Outbound Notes
- Certain Flow Actions ( AddOrUpdateOutboundTask, GetOutboundTasks, RemoveOutboundTasks ) can create, remove, and manipulate outbound service tasks properties e.g., Retry Count, Target Service, Priority, etc. Note that this overrides the the defaults specified in the respective Workflows.
- During an outbound Trigger Event, 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.