Using the library

Every dialogue needs a flow which defines what the steps in the communications flow are. You can create the flows manually, or choose predefined flows from the library. When selecting a flow from the library a wizard will guide you trough a few steps. After finalizing them the flow will be created and, if you like, you can make some manual modifications.Currently the following flows are available:

Webchat

Webchat to Microsoft Teams

• A flow which sends the webchat user a welcome message and sends the message to the selected Microsoft Teams Channel.

Webchat to Microsoft Teams + Sentiment Analysis

• A flow which sends the webchat user a welcome message and sends the message to the selected Microsoft Teams Channel including sentiment analysis of the webchat user.

Webchat to Teams + Pageviews

• A flow which sends the webchat user a welcome message and sends the message to the selected Microsoft Teams Channel including which webpages the user visited.

Webchat to Teams + Sentiment + Pageviews

• A flow which sends the webchat user a welcome message and sends the message to the selected Microsoft Teams Channel including sentiment analysis and webpages visited of the webchat user.

Webchat with Chatbot

Webchat to Chatbot (FAQ)

• A flow which connects the webchat user to a chatbot

Webchat to Chatbot (FAQ) escalate to Teams + pageviews + transcript

• A flow which connects the webchat user to a chatbot, and shows which webpages the user visited and the questions asked to the chatbot.

Webchat to Chatbot (FAQ) escalate to Teams + pageviews + transcript + sentiment

• A flow which connects the webchat user to a chatbot, and shows which webpages the user visited and the questions asked to the chatbot including sentiment analysis of the webchat user.

Webchat with Copilot

Webchat to Copilot

• A flow which enables a conversation between the webchat user and a Copilot agent without the option to escalate to a human agent. Requires a Closure Message configured in the ‘End of Conversation’ system topic in Copilot Studio portal.

Webchat to Copilot ➝ Teams Escalation

• A flow which enables a conversation between the webchat user and a Copilot agent, with the option to hand off the conversation to a human agent. Requires an Escalation Message configured in the ‘Escalate’ system topic in Copilot Studio portal.
• For more details regarding Copilot integration, refer to the Copilot TouchPoint documentation.

WhatsApp

WhatsApp to Teams

• A flow which sends the messages from a WhatsApp user to the selected Microsoft Teams Channel.

WhatsApp to Teams + Sentiment

• A flow which sends the messages from a WhatsApp user to the selected Microsoft Teams Channel including sentiment analysis of the messages

WhatsApp to Teams + Powerhook  

• A flow which sends the messages from a WhatsApp user to the selected Microsoft Teams Channel and sends a Webhook ant the start and end of a conversation

WhatsApp with Copilot

WhatsApp to Copilot

• A flow which enables a conversation between the WhatsApp user and a Copilot agent without the option to escalate to a human agent. Requires a Closure Message configured in the ‘End of Conversation’ system topic in Copilot Studio portal.

WhatsApp to Copilot ➝ Teams Escalation

• A flow which enables a conversation between the WhatsApp user and a Copilot agent, with the option to hand off the conversation to a human agent. Requires an Escalation Message configured in the ‘Escalate’ system topic in Copilot Studio portal.
• For more details regarding Copilot integration, refer to the Copilot TouchPoint documentation.

Facebook

Facebook to Teams

• A flow which sends the messages from a Facebook user to the selected Microsoft Teams Channel.

Facebook to Teams + Sentiment

• A flow which sends the messages from a Facebook user to the selected Microsoft Teams Channel including sentiment analysis of the messages

Facebook to Teams + Powerhook  

• A flow which sends the messages from a Facebook user to the selected Microsoft Teams Channel and sends a Webhook ant the start and end of a conversation

Facebook with Chatbot

Facebook to Chatbot

• A flow which connects the facebook user to a chatbot

Facebook to Chatbot ➝ Teams

• A flow which connects the facebook user to a chatbot and is able to route te user to a Teams Channel

Facebook to Chatbot ➝ Teams + Sentiment

• A flow which connects the facebook user to a chatbot and is able to route te user to a Teams Channel and shows the sentiment of the conversation

SMS

Sms to Teams

• A flow which sends the messages from an sms user to the selected Microsoft Teams Channel.

Sms to Teams + Sentiment

• A flow which sends the messages from an sms user user to the selected Microsoft Teams Channel including sentiment analysis of the messages

Sms to Teams + Powerhook  

• A flow which sends the messages from an sms user user to the selected Microsoft Teams Channel and sends a Webhook ant the start and end of a conversation

Email

‍Email to Teams

• A flow which sends the messages from specified mailbox to the selected Microsoft Teams Channel.

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