Dialpad + Microsoft Dynamics 365
  • 13 Oct 2023
  • 10 Minutes to read
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Dialpad + Microsoft Dynamics 365

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Article Summary

Never miss a sales opportunity with Dialpad's native Microsoft Dynamics integration. You'll be able to increase productivity by auto-logging calls and easily keep tabs on your prospects and customers.  

Our Microsoft Dynamics 365 Integration allows you to:

  • Match Dialpad and Dynamics 365 contacts, leads, and account records
  • Automatically log Dialpad calls and voicemails to your Dynamics 365 contacts
  • Create new contacts and leads to or from unknown phone numbers
  • Use our CTI Chrome Extension to place Dialpad calls from within Dynamics 365 
  • Access Dialpad's Ai transcripts in your Dynamics CRM
  • Access Dialpad's Ai call recordings in your Dynamics CRM

Let's take a look at how this integration works.

Who can use this feature
Dialpad's Microsoft Dynamics 365 integration is available to Users on a Dialpad Ai VoiceContact Center, and Ai Sales plan, on the Pro and Enterprise level. It is not available on a Standard license.

Your Company must be using the Cloud edition of Dynamics 365 Sales, on a Pro, Enterprise, or Premium plan.

Enable Microsoft Dynamics 365

First things first, the Dynamics 365 integration must be enabled for your company. 

Head to your Company Settings from Dialpad.com 

  1. Navigate to Integrations
  2. Navigate to Microsoft Dynamics 
  3. Select Options
  4. Select Manage Settings
  5. Select Enable this feature
  6. Enter your Microsoft Dynamics URL 
    1. Do not note anything after the domain extension — if you enter a full resource URL (ie. www.aerolabs.com/mediaparty) you will receive a connection error.
  7. Select Save

enable_MS_dynamics.png

Configure Microsoft Dynamics

Once the Microsoft Dynamics integration is enabled, it's time to configure your settings. 

These settings can be enabled for the entire company, or per office. 

Company-wide settings

To set company-wide settings, head to your Admin Settings from Dialpad.com

  1. Select My Company
  2. Select Integrations
  3. Navigate to Microsoft Dynamics
  4. Select Options
  5. Select Manage Settings
  6. Navigate to Call Logging
  7. Select the desired preferences
    • Log calls as activities: When enabled, a ticket will automatically be created for each call.
    • Log voicemail as activities: When enabled, an activity will be created for each voicemail.
    • Post call recordings to Dynamics: When enabled, a link to the user's call recording would be posted to the Dynamics activity.
    • Post Ai transcript URL to Dynamics:  When enabled, a link to the call's Ai transcript is posted to the Dynamics activity.
    • Create Leads/Contacts: Allow Agents to create Leads or Contacts for calls with new numbers
  8. Select Save

MS_dynamics_settings.png

Office-specific settings

To set Microsoft Dynamics settings specific to an individual office, head to your Admin Settings from Dialpad.com

  1. Select the desired office
  2. Select Integrations
  3. Navigate to Microsoft Dynamics
  4. Select Options
  5. Select Manage Settings
  6. Select Customize for this office
  7. Navigate to Call Logging
  8. Select the desired preferences
  9. Select Save
    MS_dynamics_office_settings.png

First-time Microsoft Dynamics connection

Once Microsoft Dynamics has been enabled, Agents will need to connect to their account. 

  1. From any Contact Profile, select the contact menu 
  2. Navigate to Microsoft Dynamics
  3. Select Connect Dynamics 
    connect_dynamics.png
  4. Follow the two-factor authorization process
  5. Select Accept                                                                   

accept_MS_dynamics.png

That's it! Your Microsoft Dynamics account is now connected, and you are ready to use the integration. 

Contact matching

Match your Dialpad contacts with Microsoft Dynamics to easily access the contact’s call history, work notes, and ticket details from within Dialpad. 

Dialpad searches for matching contacts/leads/accounts/opportunities using the Dialpad contact’s primary email, name, and primary phone number. 

Select View Contact/View Lead/View Account to open the record details page in Dynamics.

Let’s take a look at a few common contact-matching scenarios. 

No match - connect to a record

When speaking to a client who is not already a Dynamics contact, you’ll need to create a new record or connect to an existing record. 

To connect to an existing record:

  1. Select Connect to a record
  2. Type the contact name in the text field
  3. Select Connect

No match - create record

When speaking to a client who is not already a Dynamics contact, you’ll need to create a new record or connect to an existing record. 

To create a new record:

  • Select Create Contact or Create Lead from the Dynamics section of your right sidebar
    • Whether you see Create Contact or Create Lead is based on your company/office  Dynamics integration settings
Note:

To ensure your call does not remain unlogged in your Dynamics CRM, you can only create a contact or lead during an active call.

  1. Select Connect to a record                                                                            
  2. Select Create New                                                                  
  3. Enter the contact information
  4. Select Save
    MS_dynamics_create_contact.jpg

Confirmed match

Once a client record has already been created, you’ll see the confirmed match in the ServiceNow section of the contact’s profile.  Ms_dynamics_matched_contact.jpg

Here, you can:

  • View open activities 
  • View call history 
  • Log the call
  • Update the contact
  • View the contact in Dynamics

Rematch existing match

People change roles and contacts sometimes need to be rematched. 

To rematch a contact:

  1. Open the conversation sidebar and open Dynamics
  2. Click the Gear Icon to access the More Menu
  3. Select Rematch record
    dynamics_rematch_contact.png                                                         
  4. Enter the contact name in the text field
  5. Select Connect

Wrong match

If a contact match is incorrect, simply select Wrong Match? from the Dynamics section of your right-hand sidebar and choose the correct match.

wrong_match.png

Multiple matches

If there are multiple contact matches, Dialpad will display the variable contacts and ask you to select the correct one. The call will not be logged to any contact until you select the correct contact. 

From the Dynamics sidebar:

  1. Select the hyperlink informing you of the multiple matches
    dynamics_multiple_matches_available.png
  2. Select the correct contact
  3. Select Connect
    dynamics_correct_contact.png

Log a call

Once the Dynamics CRM record has matched to a Dialpad contact, calls to and from that contact will automatically be logged to the matched Dynamics record.

Agents can add and update a subject and call description in the call activity.

Simply open the Dynamics sidebar during the call, enter the details, and select Log Call

dynamics_log_cal.jpg

Note:
  • Calls made to Users in the same company are not logged to Dynamics CRM
  • Call activity created in Dynamics CRM will not contain the Dialpad Call recording URL if the calls are recorded based on Office Admin settings

SMS logging

SMS messages can be manually and automatically logged.

Completely customizable, Admins can determine if messages will be logged at the account, contact, or lead level.

Admins can:

  • Designate which Users can use SMS logging 
    • Logging settings are available at the office level 
    • Exceptions can be created for specific users, Contact Centers, etc. within the office
  • Automatically log external SMS between reps and prospects/customers
  • Access all interactions (calls & SMS) from one central platform

What is logged:

  • Subject — message description, including the sender and receiver details
  • SMS Sent From — displays the sender's number 
  • SMS Sent To — displays the number of the message receiver
  • Department — displays the Department of the Agent that sent or received the message
    • It also includes Call center, Coaching Teams and/or Department details
  • Time Stamp — date and time the message was sent/received
  • Content of the message — message content
  • MMS - if a photo is sent, the link to the photo will be logged

SMS logging also includes 2-way texting capabilities, allowing Users to initiate outbound texts and receive inbound texts (including simple text and photos). Group SMS and the ability to attach a photo when receiving an SMS is also included.

Outbound SMS is available directly from within the Dynamics app,  just like the click-to-call feature. Users can click on a number and select send a text, (and even attach a photo directly from the message). You can also browse the location where the photo will be stored.

Tracking and storing of text messages in CRM at the Account level, including details of simple text or photo is also included.

Task creation

SMS logging creates tasks for the following scenarios:

  • 1:1 SMS - A single Agent sends a message to a single contact, account, or lead
    • A task is created in the contact, account, or lead's Dynamics timeline
  • Call center - Multiple Agents are masked behind a call center and send a message to a single contact, account, or lead
    • A task is created in the contact, account, or lead's Dynamics timeline
  • Group SMS - Multiple Agents send a message to a group of contacts, accounts, or leads
    • Tasks are logged to each of the involved contacts, accounts, or lead's Dynamics timeline 

Note:
SMS logs can be grouped as 1 single daily activity.

Automatic SMS logging

Automatic SMS logging is available for Contacts, Accounts, and Leads on both inbound and outbound messages.

When automatic contact creation for SMS is enabled, Dialpad checks for a match in Microsoft Dynamics before creating a new lead or contact record for an unmatched contact. This ensures that all customer interactions and data are kept in one place and prevents the creation of duplicate records.

  • If there are no matching contacts or leads in Dynamics, we create a new lead or contact record for the message sender.
    • When a new Lead is created via automatic contact creation, the Topic will be General Inquiry.
    • If there is no name for the contact, the record's Last Name is noted as the phone number.
  • If there is only one matching contact or lead in Dynamics, we associate the message with that existing record. This helps keep all of the customer's interactions and data in one place and avoids creating duplicate records.
  • If there are multiple matches, a record will not be created. This prevents duplicate records and ensures that customer data is accurate.
Note:
If you have more than 2 Admins in a group chat, you'll need to ensure that each Admin has connected to Microsoft Dynamics in order for the group message to log. For group chats containing 2 (or less) Admins, at least one Admin must connect to Microsoft Dynamics.

Once enabled on the Integration settings page, a message will be logged if there is a corresponding entity to associate it with.

Manual SMS logging

Manually logging SMS messages allows you to create a new contact or lead record for every incoming SMS message from an unknown contact.

To create a new record for an incoming SMS message:

  1. Navigate to the appropriate contact or lead list
  2. Select Create New
  3. Enter all relevant information 

That's it! A new record is created.

Screen pop

Use our Screen Pop feature to automatically open matching records from Dynamics CRM in a new browser when you receive a call. 

Admins are able to enable screen pop for Shared Lines, including Main LinesDepartments, and Contact Centers, which allows Operators and Agents to immediately gain access to customer-related information.

Learn how to configure Screen Pop in this Help Center article.

Dialpad CTI to call via Microsoft Dynamics

If you spend a lot of time working inside the Dynamics CRM environment and wish to use Dialpad to receive/ place calls from inside Dynamics, please request your Dialpad Customer Success Manager to enroll you in our Early Adopter Program for our new CTI Chrome Extension.

We'll help you configure your Dynamics 365 domain to embed our Chrome Extension CTI in your Dynamics instance, eliminating the need to navigate between different apps and windows. 

Frequently asked questions 

What number formats are accepted?

Dialpad stores numbers in +E. 164 format. This. means we may fail to discover a match if Microsoft Dynamics contacts/records/leads are created in a different format.

I am getting a message saying, “An error occurred while fetching msdynamics data”. 

Please make a note of the date and time that this error happened and then do a hard reset of the Dialpad client by pressing Ctrl + shift + R.  Verify that you can get into the MS Dynamic instance by visiting https://dialpad.crm.dynamics.com/ and logging in with your Microsoft credentials that end in @dialpadinc.onmicrosoft.com and try to connect the integration again.

If the issue persists, please reach out to your Customer Success Manager for assistance. 

Are there privacy settings on Call Summary links?

Call Summary links are sharable URLs, meaning they can be viewed by anyone who has access to the link. Access to call recordings, however, requires specific permissions. 

Can anyone access call recordings stored in Dynamics, or are their privacy settings governed by my retention policy?

The call summary recording can be accessed by:

  • Agent who logged the call
  • Office Admin belonging to the same office as that of the Agent who logged the call
  • Company Admin

Is it possible to log SMS messages before linking Dialpad with Dynamics?

No, you can’t log SMS messages until you connect Dialpad with your Dynamics instance.

Should we only create an entity for inbound messages or for both inbound and outbound messages?

When setting up automatic contact creation, the best practice is to create new contact entities only for inbound messages. This is because inbound messages typically come from new or existing contacts, whereas outbound messages are usually sent to existing contacts.

If we receive a message from an unmatched contact, should we look for a match in Dynamics before creating a lead/contact? 

Yes. Always look for a match in Microsoft Dynamics before creating a new lead/contact for a message from an unmatched contact. 

Can Offices within the same company connect to different MS Dynamic instances?

Yes, absolutely. 

Do group SMS messages automatically log to MS Dynamics?

Not at this time. You'll need to manually log group messages. 

Is it possible to automatically create records for group messages in MS Dynamics?

No. We don't automatically create records for group messages.

Are call dispositions logged to MS Dynamics?

Call dispositions are not currently logged to MS Dynamics, but we're working on it — stay tuned!

I don't use the Cloud edition of MS Dynamics. Can I still use this integration?

Unfortunately not. The Dialpad + Microsoft Dynamics 365 integration is only available for MS Dynamics cloud users and does not support the on-premise application. 





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