Using CloudTalk with Microsoft Dynamics 365 Sales

User level: Admin, Agent, Supervisor

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Calling from Microsoft Dynamics 365 Sales

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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:

• Contact records
• Lead records
• Account records

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.

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Receive Inbound Calls

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.

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Call logging & Data exchange

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Contact Sync

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	Owneronly if owner’s email address is also a CloudTalk agent email address

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Create and Update Contacts (Two-way Sync)

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:

1. Phone number
2. Email address

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

CloudTalk Contact	Dynamics Contact
Name	First nameCharacters before the first space in the CloudTalk contact nameLast nameCharacters after the first space
Contact link	Link to contact profile
Phone numbersfirst and second only	Business phoneMobile phone
Emailfirst only	Email
Address	Address 1: Street 1
City	Address 1: City
Zip	Address 1: Zip
State	Address 1: State
Country	🚫
Favorite agent	Contact Owneronly if owner’s email address is also a CloudTalk agent email address

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Call Logging & Export

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.

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SMS Logging

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.

CloudTalk SMS	MS Dynamics SMS Task
direction	Subject
Format as: {direction} SMS
Text	Description
Contact	Description
Agentonly for outbound SMS	Owner

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Deals Sync

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

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