Using the Nimbus Nimbus Power Automate Connector, you can retrieve the internal Nimbus user (Agent) that your caller (Customer) was connected to. This use case teaches you about Trigger Events and makes use of system Fields "LastConnectedUserId" to look up data in your user directory.
- At least one productive Nimbus team must be in place so you can configure the necessary parts and retrieve team data for this use case.
- You must be the Nimbus team owner, as you need access to the team's flow connector and retrieve team data via your credentials / access permissions.
- You need a "Power Automate for Office 365" License on the same team owner account that will create / manage flows for your team.
- Ensure that you have data access to your user directory (sufficient permissions on your flow user to look up user details in your company directory).
Learning about Workflow-Related Triggers
✅ Ensure that your service's workflow has a "Queue" Workflow Activity.
- As you learn from the Trigger Events page this "Queue" activity has 3 trigger events associated to it.
- We are interested in the "Connected to User" event as we want to check on which of our service users actually took the call.
Creating a Flow to retrieve Nimbus data
- Connect to your Microsoft Power Automate account https://flow.microsoft.com and start a new "Cloud Flow"
- As first step, search for "Nimbus" and select the "GetOnUpdatedTasks" trigger.
- Select your service that will take the call
- As event, select "Connected to User" (→ see previous step on Trigger Events)
- → With the connector set up you how have access to all System Fields and Parameters handled via Nimbus.
💡 We are interested in the "LastConnectedUserId" which can be directly used by Microsoft services to identify the user in question.
Add a "Get User Profile" step next, which will retrieve user details from your tenant's user directory.
💡 Of course you can connect to any other directory, CRM or Database of choice. For this example we just keep it with O365 (Azure).
In the User (UPN) field add the "LastConnectedUserId" system parameter from the previous GetOnUpdatedTasks trigger.
- → This identifier is usually enough to clearly identify the user in question. You do not need to further narrow down the search.
✅ You can already save your flow and do a test calls at this point to check if the flow triggers correctly and returns user details as needed.
Return the retrieved user data to your system of choice
As the user data from the "Get User Profile" example step above is now available in your flow, you can continue by adding further steps to store details on the called Nimbus user or follow up with other actions.
💡 In this example below we create a new "Task" record within Salesforce and add user details as needed.
IDEAS FOR YOUR FLOW
Of course a simple storage of user details is just the beginning. You can run flows in parallel or follow-up with further actions as needed.
Some ideas could be:
- Do a switch-case based on the "Department" field of the returned user.
- Create a Teams Message with further details on the caller if a certain user was called, e.g. to discuss customer feedback with trainees.
- Send an Email to the user's superior with specific follow-up tasks.