Build a workflow in Microsoft Foundry

In this exercise, you’ll use the Microsoft Foundry portal to create a workflow. Workflows are UI-based tools that allow you to define sequences of actions involving AI agents. For this exercise, you’ll create a workflow that helps resolve customer support requests.

Workflow overview

Collect incoming support tickets

The workflow starts with a predefined array of customer support issues. Each item in the array represents an individual support ticket submitted to ContosoPay.
Process tickets one at a time

A for-each loop iterates over the array, ensuring each support ticket is handled independently while using the same workflow logic.
Classify each ticket with an AI agent

For each ticket, the workflow invokes a Triage Agent to classify the issue as Billing, Technical, or General, along with a confidence score.
Handle uncertainty with conditional logic

If the confidence score is below a defined threshold, the workflow recommends additional info for that ticket.
Route based on issue category

Billing issues are flagged for escalation and removed from the automated resolution path. Technical and General issues continue through automated handling.
Generate a recommended response

For non-billing tickets, the workflow invokes a Resolution Agent to draft a category-appropriate support response.

This exercise should take approximately 30 minutes to complete.

Note: The workflow builder in Microsoft Foundry is currently in preview. You may experience some unexpected behavior, warnings, or errors.

Create a Foundry project

Let’s start by creating a Foundry project.

In a web browser, open the Foundry portal at https://ai.azure.com and sign in using your Azure credentials.
Ensure the New Foundry toggle is set to On.
You may be prompted to create a new project before continuing to the New Foundry experience. Select Create a new project.

If you’re not prompted, select the projects drop down menu on the upper left, and then select Create new project.
Enter a name for your Foundry project in the textbox and select Create.

Wait a few moments for the project to be created. The new Foundry portal home page should appear with your project selected.

Create a customer support triage workflow

In this section, you’ll create a workflow that helps triage and respond to customer support requests for a fictional company called ContosoPay. The workflow uses two AI agents that classify and respond to support tickets.

On the Foundry portal home page, select Build from the toolbar menu.
On the left-hand menu, select Workflows.
In the upper right corner, select Create > Blank workflow to create a new blank workflow.

The type of workflow you’ll create in this exercise is a sequential workflow. However, starting with a blank workflow will simplify the process of adding the necessary nodes.
Select Save in the visualizer to save your new workflow. In the dialog box, enter a name for your workflow, such as ContosoPay-Customer-Support-Triage, and then select Save.

Create a ticket array variable

In the workflow visualizer, select the + (plus) icon to add a new node.
In the workflow actions menu, under Data transformation, select Set variable to add a node that initializes an array of support tickets.
In the Set variable node editor, create a new variable by selecting Create new variable. Enter a name such as SupportTickets.

The new variable should appear as Local.SupportTickets.

In the To value field, enter the following array that contains sample support tickets:

[ 
 "The API returns a 403 error when creating invoices, but our API key hasn't changed.", 
 "Is there a way to export all invoices as a CSV?", 
 "I was charged twice for the same invoice last Friday and my customer is also seeing two receipts. Can someone fix this?"]

Select Done to save the node.

Add a for-each loop to process tickets

Select the + (plus) icon below the Set variable and create a For each node to process each support ticket in the array.
In the For each node editor, set the Select the items to loop for each field to the variable you created earlier: Local.SupportTickets.
In the Loop Value Variable field, create a new variable named CurrentTicket.
Select Done to save the node.

Invoke an agent to classify the ticket

Select the + (plus) icon within the For each node to add a new node that classifies the current support ticket.
In the workflow actions menu, under Invoke, select Invoke Agent to add an agent node.
In the Invoke agent node editor, under Select an agent, select Create new agent.
Enter an agent name such as Triage-Agent and select Create.

Configure the agent settings

In the editor, under Details, select the Parameters button near the model name.
In the Parameters pane, next to Text format, select JSON Schema.

In the Add response format pane, enter the following definition and select Save:

 {
 "name": "category_response",
 "schema": {
     "type": "object",
     "properties": {
         "customer_issue": {
             "type": "string"
         },
         "category": {
             "type": "string"
         },
         "confidence": {
             "type": "number"
         }
     },
     "additionalProperties": false,
     "required": [
         "customer_issue",
         "category",
         "confidence"
     ]
 },
 "strict": true
 }

In the Invoke Agent Details pane, set the Instructions field to the following prompt:

 Classify the user's problem description into exactly ONE category from the list below. Provide a confidence score from 0 to 1.

 Billing
 - Charges, refunds, duplicate payments
 - Missing or incorrect payouts
 - Subscription pricing or invoices being charged

 Technical
 - API errors, integrations, webhooks
 - Platform bugs or unexpected behavior

 General
 - How-to questions
 - Feature availability
 - Data exports, reports, or UI navigation

 Important rules
 - Questions about exporting, viewing, or downloading invoices are General, not Billing
 - Billing ONLY applies when money was charged, refunded, or paid incorrectly

Select Action settings to configure the input and output of the agent.
Set the Input message field to the Local.CurrentTicket variable.
Under Save agent output message as, create a new variable named TriageOutputText.
Under Save the output json_object as, create a new variable named TriageOutputJson.
Select Done to save the node.

Handle low-confidence classifications

Select the + (plus) icon below the Invoke agent node to add a new node that handles low-confidence classifications.
In the workflow actions menu, under Flow, select If/Else to add a conditional logic node.
In the If/Else node editor, select the pencil icon to edit the If branch condition.
Set the Condition field to the following expression to check if the confidence score is above 0.6:
```
Local.TriageOutputJson.confidence > 0.6
```
Select Done to save the node.

In the visualizer, under the Else branch of the If/Else condition node, select the + (plus) icon to add a new node that recommends additional information for low-confidence tickets.
In the workflow actions menu, under Basics, select Send message to add a send message activity.

In the Send message node editor, set the Message to send field to the following response:

The support ticket classification has low confidence. Requesting more details about the issue: "{Local.CurrentTicket}"

Route the ticket based on category

In this section, you’ll add conditional logic to route the ticket based on its classified category if the confidence score is high enough.

In the visualizer, under the If branch of the If/Else condition node, select the + (plus) icon to add a new node that routes the ticket based on its category.
In the workflow actions menu, under Flow, select If/Else to add another conditional logic node.
In the If/Else node editor, set the If Condition to the following expression to check if the ticket category is “Billing”:
```
 Local.TriageOutputJson.category = "Billing"
```
Select the + (plus) icon under the If branch of the If/Else node to add a new node that drafts a response for non-billing tickets.
In the workflow actions menu, under Basics, select Send message to add a send message activity.
In the Send message node editor, set the Message to send to the following response:
```
Escalate billing issue to human support team.
```
Select Done to save the node.

Generate a recommended response

In the visualizer, select the + (plus) icon under the Else branch of the second If/Else node to add a new node that drafts a response for non-billing tickets.
In the workflow actions menu, under Agent, select Invoke agent to add an agent node.
In the Invoke agent node editor, select Create new agent.
Enter an agent name such as Resolution-Agent and select Create.

In the agent editor, set the Instructions field to the following prompt:

 You are a customer support resolution assistant for ContosoPay, a B2B payments and invoicing platform.

 Your task is to draft a clear, professional, and friendly support response based on the issue category and customer message.

 Guidelines:
 If the issue category is Technical:
 Suggest 1–2 common troubleshooting steps at a high level.

 Avoid asking for logs, credentials, or sensitive data.

 Do not imply fault by the customer.
 If the issue category is General:
 Provide a concise, helpful explanation or guidance.
 Keep the response under 5 sentences.

 Tone:
 Professional, calm, and supportive
 Clear and concise
 No emojis

 Output:
 Return only the drafted response text.
 Do not include internal reasoning or analysis.

Select Action settings to configure the input and output of the agent.
Set the Input message field to the Local.TriageOutputText variable.
Under Save agent output message as, create a new variable named ResolutionOutputText.
Select Done to save the node.

Run and test the workflow

Select the Save button to save all changes to your workflow.
Select the Preview button to start the workflow.
In the chat window that appears, enter some text to trigger the workflow, such as Start processing support tickets.

Observe the workflow as it processes each support ticket in sequence. Review the messages generated by the workflow in the chat window.

You should see some output indicating that billing issues are being escalated, while technical and general issues receive drafted responses. For example:

 Current Ticket:
 The API returns a 403 error when creating invoices, but our API key hasn't changed.


 Copilot said:
 Thank you for reaching out about the 403 error when creating invoices. This error typically indicates a permissions or access issue. 
 Please ensure that your API key has the necessary permissions for invoice creation and that your request is being sent to the correct endpoint. 
 If the issue persists, try regenerating your API key and updating it in your integration to see if that resolves the problem.

Summary

In this exercise, you created a sequential workflow in Microsoft Foundry that processes customer support tickets. You used conditional logic and configured AI agents to produce JSON-formatted outputs. Your workflow classified each ticket using an AI agent, handled low-confidence classifications with conditional logic, and generated recommended responses for non-billing issues. Great job!

Clean up

If you’ve finished exploring workflows in Microsoft Foundry, you should delete the resources you have created in this exercise to avoid incurring unnecessary Azure costs.

Navigate to the Azure portal at https://portal.azure.com and view the contents of the resource group where your Foundry project was deployed.
On the toolbar, select Delete resource group.
Enter the resource group name and confirm that you want to delete it.