Using Workbot for MS Teams
Workbot commands
You can perform actions in your apps (e.g. creating new ServiceNow tickets, listing Salesforce opportunities) by sending Workbot commands from within Teams.
Sending a 'newissue' command with additional parameters in Teams, then receiving a post message reply
A Workbot command is a trigger that allows you to run a Workbot command recipe.
Example 'newissue' command in a recipe
To learn more about Workbot commands, see Workbot commands.
Workbot 'help'
If you get stuck, you can always send the help command to Workbot. Workbot will respond with the list of commands available to you.
Asking Workbot for help
Invoking Workbot commands in Teams
Workbot commands can be invoked in 3 distinct ways:
- Sending the command in a direct message to Workbot or in a channel (in a channel, this requires tagging Workbot i.e. @workbot your_command)
Sending the command when a button is clicked
Submitting a task module form.
To learn more about how buttons, choices and task modules work, see Buttons, choices and task modules.
Commands can also prompt users for additional parameters. For example, to create a new ServiceNow incident, the user should provide the urgency, summary and description of the incident. In this case, you can add 3 parameters; urgency, summary & description. When the command is invoked, Workbot will open a task module and prompt the user for each parameter.
Workbot can ask users for info if you specify additional parameters in your command
Event notifications using Post message action
Workbot can also be used to notify you when any events occur in your apps. This can be done via the Post message action.
A Post message action notifying user about a closed ticket in ServiceNow
The Post message action allows you to post a message to a user or in a channel.
A recipe where a Post message action notifies the user when a ServiceNow incident is closed
To learn more about how the Post message action works, see Workbot actions.