cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
MisterBates
Helper I
Helper I

Customize an "Escalate" contact list based on most recent topic viewed

I'm developing a bot for use inside an organisation that has different support teams for the different company functions (IT, HR, payroll, resourcing etc.).

The bot has a number of different topics but all of them finish up with a "more info" step that presents the user with a clickable URL for a guide, a policy or an intranet page where the topic they've been finding out about is more fully described.

And of course the bot, after presenting the "more info" step asks "did that answer your question", and if the user replies "no", redirects through Confirmed Failure to Escalate, which presents a list of the different support teams with phone and email info for each (using power automate to format as a Markdown table).

I was asked if the contact list could be shortened to show the one of two departments that the user should contact, based on the "more info" they've just been shown - for example a more info about annual leave should show the contact details for the HR team, while one for the impact of maternity on your pay might show HR and Payroll.

I can imagine that one way to do this would be to pass a "ContactDept" variable from the originating topic through More Info > End of Conversation > Confirmed Failure > Escalate, but that would mean changing the system topics to have a ContactDept question as the first node ... probably not a good idea, especially as they can be triggered directly.

 

Or I could implement a set of "shadow" topics that contained the ContactDept variable and the same logic as the system topics, leaving the system topics with their triggers and a single step redirecting to the shadow version with a "show all contacts" value for the ContactDept - my topics would use the shadow topics instead of the system topics. But would that cause an issue with any system-related actions associated with the system topic (like flagging success/failure)?

One other potential would be to use some kind of session cookie/browser storage that could be set by the originating topic and retrieved by the Escalate topic. Is that possible in PVA or with Power Automate?

1 ACCEPTED SOLUTION

Accepted Solutions
HenryJammes
Copilot Studio
Copilot Studio

Hi @MisterBates,

 

I believe you highlighted the right options to cover this requirement.

If you have context on where the 'Escalate' came from, I would pass it as a global variable and customize the Escalate topic accordingly.

 

In the unified authoring canvas, now in preview, you can set new variables without having to ask a question: Use variables (preview) - Power Virtual Agents | Microsoft Learn.

 

Henry

View solution in original post

6 REPLIES 6
HenryJammes
Copilot Studio
Copilot Studio

Hi @MisterBates,

 

I believe you highlighted the right options to cover this requirement.

If you have context on where the 'Escalate' came from, I would pass it as a global variable and customize the Escalate topic accordingly.

 

In the unified authoring canvas, now in preview, you can set new variables without having to ask a question: Use variables (preview) - Power Virtual Agents | Microsoft Learn.

 

Henry

Hi @HenryJammes,

 

Thanks for your reply.

 

I did consider using a global variable, but the drawback is that once set, it's set for the session. Which creates a constraint that the contact info will only thereafter give contact details for the *first* time the user passes through a "more info" topic. If they respond "no that didn't answer my question" then type a different question or rephrase their question and try again, they may end up passing through a "more info" a second time and the supporting team may be a different team ... a global variable won't work in that scenario.

 

If I go with my second option, build the "ghost" equivalents, redirect the system topics to the equivalent "ghost" topic and always use the "ghost" topics at the end of my conversation flows, will not passing through the system topics (as I need to pass the context along the chain) cause any issues with analytics etc.?

 

Also, good to know that the unified authoring canvas may provide a solution, but we've decided not to use it for a production solution while it's in preview - it's not a solution I can use right now 😢

You're right not to use the preview version in production - but yes, in the future it will allow you to address that challenge and updating an existing variable value easily.

In the production version, I'm not sure we can use the Bot Framework Composer dialogs to set an existing PVA variable to a new value, maybe something to explore.

 

Using 'child' topics is an option, although, as you pointed out, the native analytics dashboards focus on the triggered topics, not the redirects.

MisterBates
Helper I
Helper I

Thanks @HenryJammes.

 

Is there any way to edit or remove the trigger phrases from a system topic? If I could do that, I could add the ContactDept variable to each of the system topics and create "ghost" topics to house the trigger phrases and setup the variable prior to calling the system topics. That way, the triggered topics would record the triggering of the appropriate system topics for analytics.

@MisterBates, in the production version of PVA there is no supported way of achieving this.

 

However, there are unsupported hacks to remove trigger phrases - the issue is that as it's not officially documented, support and product teams may turn down support requests if they're caused by these customizations.


See: Solved: Re: Add Trigger Phrases to a Default System Topic - Power Platform Community (microsoft.com)

HenryJammes_0-1677253682475.png

 

 

Thanks @HenryJammes I'll wait until the unified authoring canvas is moved to production.

Helpful resources

Announcements

Exciting News for Copilot Studio Community! 🌟

Get ready to experience a whole new level of engagement with the Copilot Studio Community beginning this June! We’re thrilled to announce significant enhancements to our Community Blogs and Forums, designed to foster collaboration, creativity, and connection in the Community. 🚀💡   What’s New? 🌟 Revamped Community Blogs: Dive into a more intuitive and enriched blogging experience, where sharing knowledge and insights is easier and more enjoyable than ever. Enhanced Forums: Engage in discussions, ask questions, and connect with peers through our improved forums, now with better navigation and user-friendly features.  Why Check It Out? ✔ Stay Informed: Keep up with the latest trends, tips, and tricks from Copilot experts and fellow community members.Expand Your Network: Connect with like-minded professionals and build lasting relationships within the community.Share Your Voice: Contribute your own stories, solutions, and successes to inspire and educate others.   Stay tuned for more details as we approach the launch date. We can’t wait for you to join us in this new chapter of the Copilot Studio Community. Together, let’s make it a hub of innovation and inspiration!   

Celebrating the May Super User of the Month: Laurens Martens

  @LaurensM  is an exceptional contributor to the Power Platform Community. Super Users like Laurens inspire others through their example, encouragement, and active participation. We are excited to celebrated Laurens as our Super User of the Month for May 2024.   Consistent Engagement:  He consistently engages with the community by answering forum questions, sharing insights, and providing solutions. Laurens dedication helps other users find answers and overcome challenges.   Community Expertise: As a Super User, Laurens plays a crucial role in maintaining a knowledge sharing environment. Always ensuring a positive experience for everyone.   Leadership: He shares valuable insights on community growth, engagement, and future trends. Their contributions help shape the Power Platform Community.   Congratulations, Laurens Martens, for your outstanding work! Keep inspiring others and making a difference in the community!   Keep up the fantastic work!        

Check out the Copilot Studio Cookbook today!

We are excited to announce our new Copilot Cookbook Gallery in the Copilot Studio Community. We can't wait for you to share your expertise and your experience!    Join us for an amazing opportunity where you'll be one of the first to contribute to the Copilot Cookbook—your ultimate guide to mastering Microsoft Copilot. Whether you're seeking inspiration or grappling with a challenge while crafting apps, you probably already know that Copilot Cookbook is your reliable assistant, offering a wealth of tips and tricks at your fingertips--and we want you to add your expertise. What can you "cook" up?   Click this link to get started: https://aka.ms/CS_Copilot_Cookbook_Gallery   Don't miss out on this exclusive opportunity to be one of the first in the Community to share your app creation journey with Copilot. We'll be announcing a Cookbook Challenge very soon and want to make sure you one of the first "cooks" in the kitchen.   😊Don't miss your moment--start submitting in the Copilot Cookbook Gallery today!     Thank you,  Engagement Team

Announcing Power Apps Copilot Cookbook Gallery

We are excited to share that the all-new Copilot Cookbook Gallery for Power Apps is now available in the Power Apps Community, full of tips and tricks on how to best use Microsoft Copilot as you develop and create in Power Apps. The new Copilot Cookbook is your go-to resource when you need inspiration--or when you're stuck--and aren't sure how to best partner with Copilot while creating apps.   Whether you're looking for the best prompts or just want to know about responsible AI use, visit Copilot Cookbook for regular updates you can rely on--while also serving up some of your greatest tips and tricks for the Community. Check Out the new Copilot Cookbook for Power Apps today: Copilot Cookbook - Power Platform Community.  We can't wait to see what you "cook" up!      

Welcome to the Copilot Studio Community!

You are now a part of a vibrant growing group of peers and industry experts who are here to network, share knowledge, and even have a little fun!   If you have not yet registered, please visit here to learn how to register!   Now that you are a member, you can enjoy the following resources:   The Microsoft Copilot Studio Community Forums If you are looking for support with any part of Microsoft Copilot Studio, our forums are the place to go. They are titled "Forums" and there you will find technical professionals with years of experience who are ready and eager to answer your questions. You now have the ability to post, reply and give "kudos" on the Copilot Studio Community forums! Make sure you conduct a quick search before creating a new post because your question may have already been asked and answered!   Microsoft Copilot Studio Ideas Do you have an idea to improve the Microsoft Copilot Studio experience, or a feature request for future product updates? Then the "Copilot Studio Ideas" section is where you can contribute your suggestions and vote for ideas posted by other Community members. We constantly look to the most voted Ideas when planning updates, so your suggestions and votes will always make a difference.   News & Announcements The Copilot Studio Community News & Announcements is your stop to get all the latest news around Community events and announcements. This is where we share with the Community what is going on and how to participate!   Copilot Studio Samples, Learning and Video Galleries We have galleries that can assist you with information on creating a bot in our Webinars and Video Gallery,  and the ability to share the bots you have created in our Bot Sharing Gallery.  Check out the awesome content being shared there today!   Again, we are excited to welcome you to the Microsoft Copilot Studio Community family! Whether you are brand new to the world of bot creation or you are a seasoned Copilot Studio veteran, our goal is to shape the Community to be your ‘go to’ for support, networking, education, inspiration and encouragement as we enjoy this adventure together!   Let us know in the Community Feedback if you have any questions or comments about your Community experience. To learn more about the Community and your account be sure to visit our Community Support Area boards to learn more!   We look forward to seeing you in the Copilot Studio Community!The Copilot Studio Community Team

Tuesday Tip | How to Report Spam in Our Community

It's time for another TUESDAY TIPS, your weekly connection with the most insightful tips and tricks that empower both newcomers and veterans in the Power Platform Community! Every Tuesday, we bring you a curated selection of the finest advice, distilled from the resources and tools in the Community. Whether you’re a seasoned member or just getting started, Tuesday Tips are the perfect compass guiding you across the dynamic landscape of the Power Platform Community.   As our community family expands each week, we revisit our essential tools, tips, and tricks to ensure you’re well-versed in the community’s pulse. Keep an eye on the News & Announcements for your weekly Tuesday Tips—you never know what you may learn!   Today's Tip: How to Report Spam in Our Community We strive to maintain a professional and helpful community, and part of that effort involves keeping our platform free of spam. If you encounter a post that you believe is spam, please follow these steps to report it: Locate the Post: Find the post in question within the community.Kebab Menu: Click on the "Kebab" menu | 3 Dots, on the top right of the post.Report Inappropriate Content: Select "Report Inappropriate Content" from the menu.Submit Report: Fill out any necessary details on the form and submit your report.   Our community team will review the report and take appropriate action to ensure our community remains a valuable resource for everyone.   Thank you for helping us keep the community clean and useful!

Users online (3,645)