Keep support cases current as customers reply
When a customer returns to Chatforma with information about an open issue, Notis can update the relevant Dynamics365 case with that follow-up.
Trigger
Webhook received
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Action
Update Case
Updates an existing case (incident) entity record in dynamics crm using the web api.
Why this helps
Customer updates can be missed when an open case and a later chatbot conversation live in separate places.
- Brings new customer context back to an existing case.
- Cuts the need to search chat history during support work.
- Helps keep ongoing issues from going stale.
Setup
Build it in a few focused steps.
- 1Connect Chatforma and Dynamics365 to Notis once in the portal.
- 2Start a new automation in the portal or ask Notis to create it conversationally.
- 3Give Notis one plain-language instruction to update the matching existing case when a Chatforma follow-up relates to an open support issue.
- 4Select an incoming webhook trigger and choose a reporting channel.
- 5Test with one real case follow-up and review the Dynamics365 case.
Questions about this workflow
Does this create a new case?
No, this workflow targets a matching existing case. Use a case-creation workflow for new issues.
How should I handle ambiguous case matches?
Include an instruction to skip uncertain matches and review them through your chosen reporting channel.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Chatforma to Dynamics365. A trigger fires from one place; an action lands in another.
Chatforma triggers
Dynamics365 actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Get all invoices action
Get all invoices action
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Account
Creates a new account entity record in dynamics crm using the web api.
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
Create Contact
Creates a new contact entity record in dynamics crm using the web api.
Create Invoice
Creates a new invoice entity record in dynamics crm using the web api.
Create Lead
Creates a new lead entity record in dynamics crm using the web api.
Create Opportunity
Creates a new opportunity entity record in dynamics crm using the web api.
Create Sales Order
Creates a new sales order entity record in dynamics crm using the web api.
Connect any two apps with Notis in the middle.
Chatforma and Dynamics365, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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