Including Screenshots shared via Teams Chat w/ Agent in Email Automation

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Posted on by HS-31122028-0

Hey everyone,

I'm having a hard time getting an IT Help Desk Copilot Agent to include screenshots (.png, .jpg, .jpeg) shared via Teams Chat (the channel I've deployed the agent to) in its emails that it sends to FreshService to generate tickets.

The automation is pretty simple: When the agent can't resolve the user's issue, call the flow I've titled "Submit a ticket by email" which uses the "Send an email (V2)" action. I have dynamic content inputs being dynamically filled by AI for the subject, the ticket priority, the user's email, and the body of the email. All of this works pretty flawlessly for issues without screenshots needed.

In trying to include screenshots in the body of the email, I've allowed uploading files in the Agent settings, but all it does in practice is views the file and describes it in the email rather than attaching it.

Any ideas on how to get the agent to either include the image in the email body or at least just attach it to the email?

Categories:

Autonomous agents

Building Copilot Studio chatbots in Microsoft Teams

General topics

Calling actions from Copilot Studio

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S-Venkadesh 1,152 Moderator on at

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Hi @HS-31122028-0,

How are you currently adding the attachment to the Agent?

If the screenshot is uploaded to SharePoint and indexed as a Copilot knowledge source, the agent will generate the response with citations. From those citations, you can extract the file URL.
You can then use that URL in Power Automate to:

Retrieve the file from SharePoint using Get file content using path or Get file content using ID

Attach the retrieved file in Send an email (V2) when creating the FreshService ticket

This way, the image is sent as an actual attachment, instead of being summarized or described by the agent.
Note: I haven’t tried this approach myself yet, but conceptually it should work and is definitely worth testing.

Hope this helps! If it does, please give it a 🩷 Like.
If this solved your issue, please ✅ mark it as the solution so it can help others in the community too.

Warm Regards,

S-Venkadesh

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HS-31122028-0 2 on at

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Thank you for the reply, @S-Venkadesh ,

For clarification, the screenshots would be potential error codes or error messages that a user may try to share with the Agent either in-line in the chat or with the upload file feature in chat. That said, if only one method will work, we can train our users on the best approach.

With your suggestion, would that require users upload to a specific folder in SharePoint with a link provided by the agent? Which at that point, would I need to add a "request screenshots" step in my flow?

If that is the case, we would not want those screenshots staying stored in that folder, so how would you recommend handling that?

Truthfully, I'm worried if our users can't simply paste or quickly upload the screenshot right within the chat that they will opt not to use it at all. Any further thoughts/advice on this are appreciated!

Thank you!

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S-Venkadesh 1,152 Moderator on at

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Hi @HS-31122028-0,

Thanks for clarifying. If you want to send an email with an attachment uploaded during the chat conversation, you can follow the steps below:

Access uploaded files

Use System.Activity.Attachments, which contains the files uploaded by the user in the chat.

Create a Topic

Trigger: A message is received

Add a condition:

Activity Type = Message

Check whether Activity.Attachments has a value (refer to the screenshot).

Create a temporary file

Save the attachment temporarily in OneDrive.

This helps in obtaining the file binary content.

Call Power Automate

Pass the File ID of the temporary OneDrive file to the flow.

Send the email

In Power Automate:

Use Get file content from OneDrive.

Attach the file in Send an email (V2).

Cleanup

After sending the email, delete the temporary file from OneDrive using the File ID.

Topic:

Agent Flow:

✔️ If this answered your question, please click “Does this answer your question?” so it can help others in the community too.
🩵 If it helped, please give it a Like!

Best regards,

S. Venkadesh

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