Webex Space Message to Support Ticket

Overview

This flow turns a designated Webex space into a tracked support queue. When a new message is posted in the monitored space, the flow fetches the full message (Webex omits message text from webhook payloads for privacy), validates it is a genuine support request, then logs a Dataverse case, posts an alert to a Teams support channel, and replies in the Webex space with an acknowledgement.

Why it matters: Help requests posted in a chat space scroll away and get lost. Capturing each one as a structured Dataverse record gives a trackable, reportable queue — and the in-space acknowledgement plus Teams alert close the loop so requesters and the support team both know a ticket exists.

Use Case

A team fields help requests in a shared Webex space. They want every request captured as a case, acknowledged automatically, and surfaced to the support team in Teams — without anyone manually copying messages into a ticketing tool.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Webex	shared_webex	MessagesCreated GetMessageDetails SendMessage
Microsoft Dataverse	shared_commondataserviceforapps	CreateRecord
Microsoft Teams	shared_teams	PostMessageToConversation

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Keyword gate

The built flow logs every non-bot message in the space (a 'dedicated support space' pattern). To require an explicit trigger, add a flowlibs_EscalationKeyword env var and extend the condition with contains(toLower(body('Get_Message_Details')?['text']), toLower(varKeyword)).

Create-or-append

To thread follow-ups into one open case, add a Dataverse ListRecords (filter flowlibs_webexspaceid eq '{roomId}' and flowlibs_status ne 'Closed') before the create; if a row exists, UpdateRecord instead of CreateRecord.

AI summary

Insert an Azure OpenAI ChatCompletions call after Get Message Details to summarize the request and store it in flowlibs_description.

Routing

Keyword- or sender-route to different Teams channels by parameterizing flowlibs_TeamsChannelId via a Switch.

Resolve in space

Add a second flow that closes the case when a designated reply (e.g. /resolve) is posted.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@triggerOutputs()?['body/data/id']

And( equals(body('Get_Message_Details')?['roomId'], variables('varSupportSpaceId')), not(equals(toLower(coalesce(body('Get_Message_Details')?['personEmail'],'')), toLower(variables('varBotEmail')))), not(equals(coalesce(body('Get_Message_Details')?['text'],''),'')) )

@{concat('Webex request from ', coalesce(body('Get_Message_Details')?['personEmail'],'unknown'))}

@{guid()}

@{concat('Thanks ', coalesce(body('Get_Message_Details')?['personEmail'],'there'), ' - a support ticket has been logged (ref ', variables('varCorrelationId'), '). Our team will follow up shortly.')}

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