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Teams Channel Integration - Asking Bot to assist

Posted on by 19

We have a support channel where end users post questions about their bank accounts for which they have to provide a bank account number for the bot to respond. Is there a way I can respond to a conversation in our teams support channel and ask a bot to assist with something? 

 

Example:

Customer: I have a problem with my bank account #ABCD1234

Me: <BotName>, Can you find out if there is a problem with bank account #ABCD1234

Bot: I found 2 issues with bank account #ABCD1234 and they are ..  

 

Thanks for your help! 

  • SurajGuptha Profile Picture
    SurajGuptha 19 on at
    Re: Teams Channel Integration - Asking Bot to assist

    Hi, I edited my question to make my scenario clearer. Hope it is better. 

     

    When I try to create an entity, I only have two options 1) Closed List and 2) Regex. There is no option for synonyms or smart matching. 

  • renatoromao Profile Picture
    renatoromao 6,459 on at
    Re: Teams Channel Integration - Asking Bot to assist

    @SurajGuptha ,

     

    You can create an entity (PVA Studio >> Entities (left menu)) using some entities names like "ABCD" or your entities names. And use Synonymous and Smart matching.

    After that, you can go to your first topic, and create a question using that entity and display all options. When the user types the entity name within your topic, your question will automatically recognize the entry. 

     

    You can pass your question variable as an input within the Power Automate action.

  • SurajGuptha Profile Picture
    SurajGuptha 19 on at
    Re: Teams Channel Integration - Asking Bot to assist

    Thanks for your response! I have already written Power Automate actions to fetch the issues. I am not sure how to extract the entity name from the customer's first message. I use trigger words to trigger a Topic but how can I parse customer's first input, find entity ABCD to pass to the action? 

  • renatoromao Profile Picture
    renatoromao 6,459 on at
    Re: Teams Channel Integration - Asking Bot to assist

    Hi @SurajGuptha ,

     

    Where the issues are stored? Which type of issues are they?

    The bot only can get data from an existing place using Power Automate actions or Bot Framework skills.

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