This article explains how CloudTalk works with Microsoft Dynamics 365 Sales, including calling, data sync, and activity logging.

User level: Admin, Agent, Supervisor

Calling from Microsoft Dynamics 365 Sales

Make Outbound Calls

With Click-to-Call enabled, phone numbers in Microsoft Dynamics 365 Sales become clickable, allowing you to start calls with a single click.

You can initiate outbound calls directly from:

Clicking a phone number opens the CloudTalk phone and automatically fills in the selected number.

Once the call starts, you can view customer details for full context.

When receiving a call, CloudTalk identifies the caller based on their phone number.

If the contact exists in Microsoft Dynamics 365 Sales, the call will be logged and linked to the corresponding contact or lead.

You can open the related record directly from the CloudTalk app using the integration link.

CloudTalk syncs Contacts, Leads, and Accounts (Companies) from Microsoft Dynamics 365.

Contacts are automatically imported into CloudTalk and merged if they share the same phone number, email, or name.

CloudTalk Contact	MS Dynamics Contact	MS Dynamics Account (Company)
Name	First name Last name
Contact link	Link to contact profile
Phones	Imports: Business phone Mobile phone
Emails	Email
Tags	`microsoft_dynamics`
Company		Account Name
Address	Address 1: Street 1
City	Address 1: City
Zip	Address 1: Zip/Postal code
State	Address 1: State/Province
Country	🚫
Favorite agent	Owner only if owner’s email address is also a CloudTalk agent email address

Contacts are synced between CloudTalk and Microsoft Dynamics 365 using a two-way sync.

When a contact is created or updated in one system, it is automatically created or updated in the other.

CloudTalk first tries to match contacts by:

If no match is found, a new contact is created.

CloudTalk Contact	Dynamics Contact
Name	First name Characters before the first space in the CloudTalk contact name Last name Characters after the first space
Contact link	Link to contact profile
Phone numbers first and second only	Business phone Mobile phone
Email first only	Email
Address	Address 1: Street 1
City	Address 1: City
Zip	Address 1: Zip
State	Address 1: State
Country	🚫
Favorite agent	Contact Owner only if owner’s email address is also a CloudTalk agent email address

CloudTalk logs calls as Phone Call tasks in Microsoft Dynamics 365, linked to the related contact or lead.

You can control which calls are exported by selecting specific numbers in the Connected numbers settings.

CloudTalk Call	MS Dynamics Phone Call Task
Contact	Dynamics contact
Call link	Link to phone call task
Agent or Contact	Call from: `Outbound` > Dynamics user `Inbound` > Dynamics contact
Agent or Contact	Call to: `Outbound` > Dynamics contact `Inbound` > Dynamics user
Direction	Direction
Contact phone number	Phone number
Call Notes Recording URL	Description
Call Tags	Description
Talk time	Duration
Agent	Owner

SMS messages are logged as SMS tasks in Microsoft Dynamics 365.

You can limit the SMS messages which are exported by assigning specific CloudTalk numbers in the Connected numbers for SMS section.

During the initial sync, CloudTalk imports Opportunities (Deals) and displays them as activities within the contact.