Chaining Adaptive Cards
Introduced in DC2023.01
An Adaptive Card can now be configured to trigger follow-up Adaptive Cards are preformatted boilerplate messages that can be selected by an agent to be sent to a client. They are written using an open card exchange format that allows the developers to 'write once' and share with any compliant host application, creating a chain of adaptive cards and allowing for more complex flows. This functionality is primarily useful for the pre-dialogue phase, where a customer can go through several adaptive cards before routing to an appropriate agent without needing a single oversized form. However, they can also be sent by the agent manually, or used in the post-dialogue phase. Follow-up Adaptive Cards can be set up in the response of the first/predecessor Adaptive Card. Once the Adaptive Card has been submitted, the next configured Adaptive Card(s) in its response will be activated.
As said, Adaptive cards can be used at three moments within a dialogue; before contact with an agent, during contact with an agent and after contact with an agent.
Dialogue Behavior
| Stage | Before contact with agent | During contact with agent | After contact with agent |
|---|---|---|---|
| Before submitting. | The first configured adaptive card in the chain will be presented to the Customer. | Agent can send adaptive cards to the customer. | The first configured adaptive card in the chain will be presented to the Customer. |
| After submitting. | The next adaptive card in the chain will be presented. After submitting all adaptive cards in the chain an agent will be hunted. | The next adaptive card in the chain will be presented. After submitting all adaptive cards in the chain the conversation continues as normal. | The next adaptive card in the chain will be presented. After submitting all adaptive cards in the chain the conversation ends. |
| Skip submitting the adaptive card by sending a regular message. | An Agent will be hunted if Dialogue Studio is not used or if configured to do so in Dialogue Studio. | The normal dialogue with the agent continues. | An (new) agent will be hunted. |
How to configure chained adaptive cards in SharePoint
The chain of an Adaptive Card can be set up by adding "AdaptiveCardIds" to each action in the Response column in SharePoint:
{
"Actions": [{
"Id": "Submit",
"TargetUris": [],
"Response": {
"Content": "This is a message",
"Type": "Message"
},
"AdaptiveCardIds": ["pick-department", "register"]
}]
}
In the above example the Adaptive Cards with the ids "pick-department" and "register" will be created and sent to the client after the action with the id "Submit" is activated.
How to configure adaptive cards in WebChat
| Stage | Before contact with agent | During contact with agent | After contact with agent |
|---|---|---|---|
| Configuration | Check the "A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. available" and the "Show adaptive card" checkbox in WebChat. Insert the first adaptive card ID of the chain in the "adaptive card id" input field. | No action in WebChat required. The agent can send adaptive cards in the WebAgent. |
Check the "Post Dialogue" and the "Show adaptive card" checkbox in WebChat. Insert the first adaptive card ID of the chain in the "adaptive card id" input field. |