Summary

Completed

Adatum's customer service agent can now do more than answer questions. It checks live order status from Dynamics 365, triggers a multi-step refund workflow, and retrieves real-time shipment tracking from a carrier API that has no prebuilt connector. Each capability came from connecting agent topics to external systems using three distinct integration patterns.

What you learned

• Add tools to a topic: Tools, like the connector tool, extend a topic to perform specific actions in external systems at a defined point in the conversation. The Adatum order status scenario illustrated how to map a customer's order number as a topic-level input and capture live order status in a topic variable the flow uses to route the customer.
• Call an agent flow from a topic: Agent flows handle multi-step automation that a single connector action can't coordinate. The refund scenario illustrated how a topic passes order and customer data to a flow using a Tool node, then acts on the returned status code and confirmation number to close the conversation.
• Configure the HTTP request node: The Send HTTP Request node handles integrations where no connector exists and a single API call is enough. The carrier tracking scenario illustrated how to call a REST API directly, define the response schema from sample JSON, and configure error handling so the topic responds gracefully when the API is unavailable.

Learn more

• Add tools to a custom agent
• Use connectors in Copilot Studio
• Call flows from topics
• Create an agent flow as a tool
• Use the HTTP request node
• Agent flows frequently asked questions