Learn how to setup your MS Dynamics 365 integration, and how data will be synchronized between Microsoft and CloudTalk.
User Level:
Admin
MS Dynamics 365 Integration
Dynamics 365 is a Microsoft platform offering intelligent customer management and business efficiency solutions. By integrating with CloudTalk, Microsoft Dynamics users can ensure their calling data is synchronized across both platforms for optimally informed analytics portfolios and increased customer satisfaction.
Prerequisites
Expert or Custom CloudTalk plan
CloudTalk account admin
Microsoft Dynamics 365 Sales account
MS Dynamics 365 account admin
Setup
As we are not yet listed on the Microsoft marketplace, the setup for this integration must take place through your CloudTalk legacy dashboard.
From your legacy dashboard, navigate to Account > Integrations.
Find and scroll over Microsoft Dynamics 365 to +Add a new integration instance.
Edit the Caption and give this integration instance an internal name to distinguish it from other linked 365 accounts within your company.
In the Workflow Settings section, select New authentication.
To create a new authentication, you must connect your MS Dynamics account through a URL:
In a separate browser tab, login to your Microsoft Dynamics 365 org.
Copy the main URL which contains your org name. The format will be something like:
https://orgXXXXX.crmX.dynamics.com/URL length and characters will vary
Back in your CloudTalk browser tab, paste the URL you copied from the last step into the Microsoft Dynamics 365 URL field. Create.
The authentication may take a few moments to go through. When successful, you will see a notification and the page will load with the authentication name filled in. Select Finish.
When ready, select Save to finish configuration and save changes.
You may edit your Caption or Contact's tag at any time.
Adding Connected numbers will limit the integration to only chosen numbers.
Data Mapping
Imported Contacts + Leads
Contacts will be merged when multiple imported contacts have the same phone number, email address, or name.
Currently, we do not import leads from MS Dynamics.
CloudTalk Contact | MS Dynamics Contact | MS Dynamics Account (Company) |
Name | First name |
|
Contact link | Link to contact profile |
|
Phones | Imports:
|
|
Emails |
| |
Tags |
|
|
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 |
|
Create/Update Contacts
When a contact is created or updated in one account (CloudTalk or MS Dynamics), that contact will also be created or updated in the other account. This process is known as a two-way synch.
The system will try to match the contact in the first account to an existing contact in the integrated account by phone numbers, then by email. If no matching contact is found, a new contact will be created.
CloudTalk Contact | Dynamics Contact |
Name | First name Characters before the first space in the CloudTalk contact name
Characters after the first space |
Contact link | Link to contact profile |
Phone numbers first and second only | Business phone Mobile phone |
first only | |
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 |
Import Opportunities as Deals
This takes place in the initial integration synch. All contact opportunities will be imported to CloudTalk contacts as deals.
CloudTalk Contact Activity | Dynamics Opportunity |
Deal | Opportunity |
Activity link | Link to opportunity |
Title | Name |
Amount | Budget Amount |
Amount currency | Currency |
| Status |
Create Phone Call Tasks
Phone call tasks will be created in MS Dynamics for CloudTalk calls.
You can limit the calls which are exported by assigning specific CloudTalk numbers in the Connected numbers section within Account > Integrations > {Your Microsoft Dynamics integration}.
CloudTalk Call | MS Dynamics Phone Call Task |
Contact | Dynamics contact |
Call link | Link to phone call task |
Agent or Contact | Call from: |
Agent or Contact | Call to: |
Direction | Direction |
Contact phone number | Phone number |
Call Notes | Description |
Call Tags | Description |
Talk time | Duration |
Agent | Owner |
Create SMS Task
You can limit the SMS messages which are exported by assigning specific CloudTalk numbers in the Connected numbers for SMS section within Account > Integrations > {Your Microsoft Dynamics integration}.
CloudTalk SMS | MS Dynamics SMS Task |
direction | Subject |
Format as: {direction} SMS |
|
Text | Description |
Contact | Description |
Agent only for outbound SMS | Owner |
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!