JHC Chatbot

Get a Teams Incoming Webhook URL (sends escalation notifications):
In Teams → open your target channel → Manage channel → Connectors → search Incoming Webhook → Configure → give it a name (e.g. "JHC Support") → Create → copy the URL → paste it in the form below and click Add Connection.
✓ Done — agents now receive a notification message in Teams every time a user requests human support.

Create a Power Automate flow to forward agent replies back to the user:
Go to make.powerautomate.com → New flow → Automated cloud flow.

Trigger: "When a message is replied to" (Microsoft Teams connector) → select your team and channel.

Add a Condition: Parent message body content → contains → New Escalation (filters out unrelated replies).

If yes — add two actions:
  1. Compose — extract the Session ID from the parent message using the expression:
    substring(triggerBody()?['parentMessageBody']?['content'], indexOf(...'Session ID'...) + 12, 32)
    (or use a Compose + regex — the Session ID is the 32-character hex string on the "Session ID" line)

  2. HTTP action:
    Method: POST
    URI: https://<your-func-url>/api/pa/reply
    Headers: X-PA-Secret → your PA_CALLBACK_SECRET value
    Body: {"session_id": "@{outputs('Compose')}", "content": "@{triggerBody()?['body']?['content']}", "agent_name": "@{triggerBody()?['from']?['user']?['displayName']}"}

✓ Done — agents reply naturally in the Teams thread and the user sees the reply in their chat window within 3 seconds.