Microsoft Power Automate
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Power Automate in Microsoft Teams
One message. A whole process. Set up in minutes.
A keyword in the chat starts a flow in Power Automate. Data from CRM, ERP or ticketing is available as an Adaptive Card directly in the Teams thread, with no need to switch systems. The basics are set up in under 10 minutes.
- Over 1,000 connectors
- Selection and sign-in are usually enough
- Own AI optional
Getting started in three steps
In the Power Platform tab, you define the keyword that starts the flow.
You choose the system the data comes from and sign in.
The data is available as an Adaptive Card directly in the Teams thread.
Start simply: select a connector and sign in
You choose the connector, sign in and define the keyword. For many use cases, this configuration is enough. The basics are set up in under 10 minutes.
Your own AI is optional and can be activated retrospectively at any time.
Select connectors
Flow with condition
With customisation: extend flows individually
Flows can be extended, for example with an Azure Logic App for automation. You define how the agent should work.
Implement together with partners
With many systems, special integrations or several locations, Power Platform specialists support planning and implementation. Our partner network sets up workflows in your infrastructure.
Partners take care of this
Joint coordination of systems, data and processes.
Setting up the flows and integrations in your infrastructure.
Test with up to 25 channels in the Enterprise variant.
Connectors
The Power Platform comes with over 1,000 connectors
A connector links Power Automate with systems and services already in use in your company. Selection and sign-in are usually enough for the connection.
Examples
Connectors in use: examples from customer chat
A selection of systems that can be connected, and their benefit in customer chat.
FunctionReads and creates customers, contacts and leads.
Use caseA prospect gives team size and start date, the lead is created in the CRM and sales is informed.
FunctionRetrieves contacts, leads and opportunities.
Use caseAn existing customer writes, and their data appears as an Adaptive Card in the thread.
FunctionReads and updates contacts and deals.
Use caseA new enquiry is automatically created as a contact.
FunctionCreates and updates deals.
Use caseA price enquiry directly becomes a deal in the pipeline.
FunctionReads and creates leads.
Use caseContact details from the chat land in the CRM without retyping.
FunctionReads and updates customer data.
Use caseWhen replying, the team immediately sees who is writing.
FunctionCreates contacts and projects.
Use caseA project enquiry is recorded directly as an opportunity.
FunctionReads and creates contacts.
Use caseNew prospects are automatically captured and assigned.
FunctionCreates and updates tickets.
Use caseA maintenance request becomes a ticket with the complete chat history.
FunctionCreates tickets and reads the status.
Use case“What is the status?” The status appears directly in the chat.
FunctionCreates IT requests.
Use caseAn employee reports an issue, and the IT team receives it immediately.
FunctionReads and creates cases.
Use caseA service request lands in the right area, without manual forwarding.
FunctionCreates issues.
Use caseA customer requests a change, and the development team receives the issue.
FunctionCreates work items.
Use caseA feature request from the chat lands directly in the backlog.
FunctionCreates and reads cases.
Use caseCustomer service sees the customer's open cases directly in the thread.
FunctionShows free appointments and books.
Use caseThe customer chooses a consultation appointment in the chat and receives the confirmation.
FunctionReads calendars and sends invitations.
Use caseA callback request lands in the calendar of the responsible person.
FunctionShares booking links and reports bookings.
Use caseAfter the booking, a notification appears in Teams.
FunctionReads and creates appointments.
Use caseTeams with Google Calendar can also assign appointments directly from the chat.
FunctionBooks and reschedules appointments.
Use caseA customer reschedules their appointment themselves in the chat.
FunctionReads orders and delivery status.
Use case“Where is my order?” The status appears as an Adaptive Card.
FunctionReads items, prices and stock levels.
Use caseA retailer asks about availability, and the team sees the stock in the thread.
FunctionReads orders and invoices.
Use caseA customer asks about an invoice, and the team has it to hand immediately.
FunctionReads orders and products.
Use caseA customer asks about shipping and gets the information in the chat.
FunctionReads orders and customers.
Use caseOrder data appears directly in the thread when replying.
FunctionReads your own databases.
Use caseData from your own systems can also be queried in the chat.
FunctionAdds contacts to lists.
Use caseA customer wants the newsletter, and the entry runs with double opt-in.
FunctionManages contacts and campaigns.
Use caseAn enquiry from a campaign lands in the right segment.
FunctionCreates contacts and starts automations.
Use caseAfter the chat, the appropriate follow-up sequence starts automatically.
FunctionEnriches customer profiles.
Use caseInterests from the chat flow into the profile for the next campaign.
FunctionCreates and scores leads.
Use caseLeads from the chat go directly into lead scoring.
FunctionAdds subscribers.
Use caseA sign-up in the chat lands directly in the right list.
FunctionManages contact lists.
Use caseEvent prospects are automatically added to the invitation list.
FunctionCreates applications.
Use caseA female applicant asks about a position, and her data lands in Personio as an application.
FunctionReads open positions.
Use case“Are you looking for someone in sales?” The current vacancies appear in the chat.
FunctionReads the application status.
Use caseAn applicant asks about the status and gets an up-to-date answer.
FunctionReads employee and applicant data.
Use caseThe chat answers onboarding questions with the right information.
FunctionReads documents and lists.
Use caseA customer asks for a data sheet, and the PDF comes directly into the chat.
FunctionSaves and shares files.
Use caseFiles from the chat are automatically stored in the right folder.
FunctionWrites and reads spreadsheets.
Use caseEvery enquiry is recorded automatically in a list.
FunctionCreates documents from templates.
Use caseA pre-filled quote is created automatically from the chat details.
FunctionCreates tasks.
Use caseAn enquiry becomes a task for the responsible team.
FunctionStarts approvals.
Use caseA special request goes for approval, and the answer comes back into the chat.
FunctionReads form responses.
Use caseDetails from a form are already available in the chat.
FunctionSends documents for signature.
Use caseThe customer agrees, and the contract is sent for digital signature.
FunctionSends documents for signature.
Use caseOrder confirmations are signed directly from the chat.
FunctionSave and share files.
Use caseEven outside Microsoft 365, files end up in the right place.
This is a selection. Microsoft shows which connectors exist in the connector directory. Some of them are premium connectors and require a suitable Power Automate licence.
Flow example · Hot lead
Purchase signal detected, sales joins immediately
The agent replies to the customer and at the same moment brings the sales team into Microsoft Teams.
New enquiry with purchase interest, who is taking it?
I'll take it, I'll contact the customer shortly.
- The customer asks their question, in the chat as usual.
- The agent internally detects a purchase signal. The customer notices nothing.
- The customer continues to receive their reply as usual.
- The agent creates the lead in the CRM, marked as a hot lead.
- The sales team is brought in via @ mention in Microsoft Teams.
Nothing changes for the customer: the classification as a hot lead happens internally while the agent continues to help as usual.
Flow example · Create a lead
Every enquiry becomes a lead, without duplicate questions
Name, email and phone come from the start form. The agent uses them directly.
or
Powered by WebChat · Data in your own Microsoft tenant
- The customer completes the start form and asks their question.
- The agent creates the lead in the CRM with the form data, without asking again.
- If the same contact writes again via the same channel, the existing lead is updated instead of a new one being created.
- The conversation summary is stored as an activity on the lead.
- For a hot lead, the agent hands over to a human and mentions the responsible team member in Microsoft Teams.
Flow example · Support ticket
A chat message becomes a ticket
The agent captures the request and creates the ticket directly in the ticketing system.
Information unverified, customer reports: login has been failing since this morning.
Created from the chat · Channel: Website widget- The customer describes their problem in the chat.
- The agent creates a ticket with the form data, clearly marked as an unverified customer statement.
- Later, the customer asks for the status: after a brief verification, the agent shows only their own tickets.
Creating a ticket is possible without verification; the status of existing tickets is only available after verification. The label is always at the start of the description, so a ticket created by the agent never looks like a verified statement.
Flow example · Book an appointment
From chat to appointment in one message
The agent shows free slots from Microsoft Bookings and books directly.
Calendar: Microsoft Bookings
Confirmation email has been sent.
- The customer asks for a demo.
- The agent offers free slots, in the customer's time zone.
- Slot chosen, booked: the form data is enough, a confirmation email follows.
- To reschedule, the agent briefly verifies by one-time code.
- The agent shows the customer's own upcoming appointments.
- If rescheduling exceptionally does not work, the agent says so openly and immediately offers new appointments.
The code goes to the channel stored in the CRM, never to an address newly given in the chat.
Flow example · Handover to the team
The AI knows when to hand over
In the case of a complaint or a sensitive matter, the chatbot steps back and the team takes over in Microsoft Teams.
Only the team replies in this conversation.
Reactivate chatbotHandover awaiting takeover.
- The chatbot answers the routine question as usual.
- An annoyed message triggers the handover.
- The fixed handover message goes to the customer.
- The chatbot pauses for this conversation.
- The team is mentioned and reminded in the channel.
- The team replies, and the chatbot can be reactivated at any time.
The handover message is fixed; the chatbot does not improvise during an escalation.
AI of your choice
Integrate the AI of your choice and simply extend it with individual processes.
Use Microsoft 365 Copilot or Microsoft Foundry for this.
Create and debug your agents
| Name | Model | Tools |
|---|---|---|
| Sales | gpt-4.1-mini | Grounding |
| Support | grok-4 | Grounding |
| HR | Gemini 2.5 Pro | Grounding |
Good to know
Questions about Power Automate
How much setup effort is involved?
The effort is low. The basics are set up in under 10 minutes, and for many integrations, selecting the connector and signing in is enough. Larger projects are supported by Power Platform specialists.
How many connectors are there?
The Power Platform comes with over 1,000 connectors to CRM, ERP, ticketing, Office and many other systems.
What prerequisites apply in addition to WebChat?
For AI operation, Power Automate Premium and Azure pay-as-you-go are required. Some connectors are premium connectors and require a suitable Power Automate licence.
Who sets up the flows?
Your own team or, if needed, a partner from the partner network. The initial conversation can be booked directly.
Can an employee take over the conversation?
Yes. The bot can be deactivated per conversation, and the team then replies itself.
Is integration with AI possible?
Yes. Your own AI via Foundry or Copilot Studio can be connected. It is optional and can be activated retrospectively at any time.
Start with one flow.
See in a demo how a keyword in the chat starts a flow and the data is available in the thread.
- Basics in under 10 minutes
- Over 1,000 connectors
- Own AI optional
Questions about setup?
Our partner network supports you with planning and setting up the workflows in your infrastructure.