Our enterprise chat platform includes chat FAQ lookup, Chat Q&A, integration with ChatGPT, and routing to service desk agents.

In this guide, you'll learn how to set up a workflow that automatically sends an adaptive card to a guest user after an agent marks a session as resolved. This pattern can use the chat workflow engine to monitor any chat session values and send information to the employee based on any updates to the metadata - in this case, when a service desk agents marks that as resolved using the agent UI.

Follow the steps below to create and configure this workflow in your Chime environment.

Step 1: Create a Workflow

1. Navigate to the Chime Advanced > Workflows page via the Admin menu.
2. Click the Create Workflow button in the top right corner.

3. Name the workflow and click Save.

Step 2: Add Session Metadata Updated Event

1. On the Workflow editor page, click the Add Event button.

2. In the pop-up window, scroll through or search for Session Metadata Updated.
3. Select the Add button next to the event.

4. Name the event
5. Uncheck the 'Execute on every metadata change' toggle
6. Under the 'Selected Metadata Keys' field insert: Session.Status.IsResolved

Step 3: Add If/Else Task

1. On the Workflow editor page, click the Add Task button.

2. In the pop-up window, scroll through or search for If/Else.
3. Select the Add button next to the task.

4. Name the task, input the condition expression, and click Save.

Condition Expression:

input("ChangedMetadata").find((element) => element.Key == "Session.Status.IsResolved").Value == "True"

Step 4: Add Send Adaptive Card Task

1. On the Workflow editor page, click the Add Task button.

2. In the pop-up window, scroll through or search for Send AdaptiveCard.
3. Select the Add button next to the task.

4. Name the task, input the Adaptive Card JSON, and click Save.

Adaptive Card JSON:

{
    "type": "AdaptiveCard",
    "version": "1.3",
    "$schema": "https://adaptivecards.io/schemas/adaptive-card.json",
    "body": [
        {
            "type": "TextBlock",
            "text": "Your issue is resolved: ${Session.Status.IsResolved}",
            "wrap": true
        }
    ]
}

Step 5: Connect the Event and Task Modules

1. In the Workflow editor, drag the blue dot from the event to the If/Else task to connect them.
2. Next, drag the green dot labeled 'True' from the If/Else task to the Send Adaptive Card task. This ensures the workflow proceeds correctly when the condition is met.

Step 6: Enable and Start the Event and Task Modules

1. Select each module and click the power icon to enable and start it.
2. Once all modules are enabled and displayed in green, click the Save button at the bottom of the screen to save the workflow.

Testing the Workflow

1. Start a chat session and connect with an agent.
2. Mark the session as resolved within the Agent UI.
3. Verify that the guest user receives the adaptive card indicating their issue is resolved.

By following these steps, you can set up a simple workflow that enhances the customer experience by providing automated updates through adaptive cards.