Task 01: Create a new topic

Introduction

Contoso regularly receives customer inquiries about existing service tickets, equipment status, and maintenance schedules. To improve efficiency in handling these requests, the AI-powered agent must be equipped to gather specific details directly from customers during their interactions.

Description

In this task, you’ll create a new conversational topic in Microsoft Copilot Studio. This topic will include trigger phrases customers might use to request information, as well as questions to collect necessary details such as ticket numbers.

Success criteria

You’ve created and named a new conversational topic.
You’ve defined suitable trigger phrases.
You’ve added a Question node to collect required customer information.

Key tasks

01: Create a new topic

Expand this section to view the solution

Select Topics on the top bar.

To avoid confusion with the Support Ticket topic created in a previous task, you’ll disable it here.
On the line for Support Ticket, select the toggle under the Enabled column to set it to Off.
Select Add a topic in the upper-left part of the window, then select From blank.
Select Untitled in the upper-left part of the window, and rename the topic to Check Ticket Status.
Within the Trigger node, under Phrases, select Edit.
Under Add phrases, enter the following, then select Enter or the + button for each phrase.
- What is the status of my ticket INC0008001
- Can you get me information on my ticket status
- Could you check the status of my ticket
- Status update on ticket INC0009005
- What's happening with my ticket INC1234567

Add a new Question node under the Trigger node, then enter:

 Absolutely. Could you provide me with your ticket number?

Select the entry under Identify, then select Create an Entity.
Select Regular expression (Regex)
Enter the following for the new entity:

Item Value

Name Ticket Number

Pattern INC[0-9]{7}
Select Save at the bottom of the pane.
Select the Var1 variable, then for Variable name enter TicketNumber.
Select Save in the upper-right part of the canvas to save the topic.

Item	Value
Name	`Ticket Number`
Pattern	`INC[0-9]{7}`