> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Using CloudTalk with Microsoft Dynamics 365 Sales

> Explore how calls are handled and how information is synced between CloudTalk and Microsoft Dynamics 365 Sales.

> [!NOTE]
>
> 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](/en/articles/2964244-the-click-to-call-extension) 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.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14322905/a8c29378451d-mds.webp?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=e929ef8e1cc4ce7957d9d3b4119fdbd6)

### 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.

## Call logging & Data exchange

### Contact Sync

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

Contacts are automatically imported into CloudTalk and [merged](/en/articles/5639498-contact-merging) if they share the same phone number, email, or name.

<table>
  <tbody>
    <tr>
      <td>
        **CloudTalk Contact**
      </td>

      <td>
        **MS Dynamics Contact**
      </td>

      <td>
        **MS Dynamics Account (Company)**
      </td>
    </tr>

    <tr>
      <td>
        Name
      </td>

      <td>
        First name\
        Last name
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Contact link
      </td>

      <td>
        Link to contact profile
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Phones
      </td>

      <td>
        Imports:

        * Business phone

        * Mobile phone
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Emails
      </td>

      <td>
        Email
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Tags
      </td>

      <td>
        `microsoft_dynamics`
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Company
      </td>

      <td />

      <td>
        Account Name
      </td>
    </tr>

    <tr>
      <td>
        Address
      </td>

      <td>
        Address 1: Street 1
      </td>

      <td />
    </tr>

    <tr>
      <td>
        City
      </td>

      <td>
        Address 1: City
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Zip
      </td>

      <td>
        Address 1: Zip/Postal code
      </td>

      <td />
    </tr>

    <tr>
      <td>
        State
      </td>

      <td>
        Address 1: State/Province
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Country
      </td>

      <td>
        🚫
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Favorite agent
      </td>

      <td>
        Owner

        *only if owner’s email address is also a CloudTalk agent email address*
      </td>

      <td />
    </tr>
  </tbody>
</table>

### 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.

<table>
  <tbody>
    <tr>
      <td>
        **CloudTalk Contact**
      </td>

      <td>
        **Dynamics Contact**
      </td>
    </tr>

    <tr>
      <td>
        Name
      </td>

      <td>
        First name

        *Characters before the first space in the CloudTalk contact name*

        Last name

        *Characters after the first space*
      </td>
    </tr>

    <tr>
      <td>
        Contact link
      </td>

      <td>
        Link to contact profile
      </td>
    </tr>

    <tr>
      <td>
        Phone numbers

        *first and second only*
      </td>

      <td>
        Business phone

        Mobile phone
      </td>
    </tr>

    <tr>
      <td>
        Email

        *first only*
      </td>

      <td>
        Email
      </td>
    </tr>

    <tr>
      <td>
        Address
      </td>

      <td>
        Address 1: Street 1
      </td>
    </tr>

    <tr>
      <td>
        City
      </td>

      <td>
        Address 1: City
      </td>
    </tr>

    <tr>
      <td>
        Zip
      </td>

      <td>
        Address 1: Zip
      </td>
    </tr>

    <tr>
      <td>
        State
      </td>

      <td>
        Address 1: State
      </td>
    </tr>

    <tr>
      <td>
        Country
      </td>

      <td>
        🚫
      </td>
    </tr>

    <tr>
      <td>
        Favorite agent
      </td>

      <td>
        Contact Owner

        *only if owner’s email address is also a CloudTalk agent email address*
      </td>
    </tr>
  </tbody>
</table>

### 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](/en/articles/7052011-configure-microsoft-dynamics-365-sales#:~:text=Connected%20numbers%20limits)* 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 |

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14322905/40143cb00790-screenshot-2026-03-31-at-15-05-28.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=72893e14388c10ae08206d43768df156)

### 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](/en/articles/7052011-configure-microsoft-dynamics-365-sales#:~:text=Connected%20numbers%20limits) for SMS* section.

<table>
  <tbody>
    <tr>
      <td>
        **CloudTalk SMS**
      </td>

      <td>
        **MS Dynamics SMS Task**
      </td>
    </tr>

    <tr>
      <td>
        direction
      </td>

      <td>
        Subject
      </td>
    </tr>

    <tr>
      <td>
        Format as: \{direction} SMS
      </td>

      <td />
    </tr>

    <tr>
      <td>
        Text
      </td>

      <td>
        Description
      </td>
    </tr>

    <tr>
      <td>
        Contact
      </td>

      <td>
        Description
      </td>
    </tr>

    <tr>
      <td>
        Agent

        *only for outbound SMS*
      </td>

      <td>
        Owner
      </td>
    </tr>
  </tbody>
</table>

### Deals Sync

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

| **CloudTalk Contact Activity** | **Dynamics Opportunity** |
| - | - |
| Deal | Opportunity |
| Activity link | Link to opportunity |
| Title | Name |
| Amount | Budget Amount |
| Amount currency | Currency |
| `Open`/`Closed` | Status |

> [!TIP]
>
> **Calls from unassociated numbers**
>
> When CloudTalk logs a call from a phone number that does not match any existing contact in Microsoft Dynamics 365, a new lead is automatically created with the name "Unknown lead from CloudTalk." You can then update the record with the correct details.

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Configure Microsoft Dynamics 365 Sales](/en/articles/7052011-configure-microsoft-dynamics-365-sales.md)
- [Triggering a VoiceAgent Call from Microsoft Dynamics 365](/en/articles/15479706-triggering-a-voiceagent-call-from-microsoft-dynamics-365.md)
- [Integrations guide](/en/articles/10570091-integrations-guide.md)


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