Dynamics 365 connection and customer records
Connect INSIDE to Dynamics 365 so operators can find, link and update customer records during conversations.
What it is
The Dynamics 365 integration puts customer information beside your INSIDE conversation. You can find an existing customer, link the record to a visitor, or create and edit a contact. Powerfront sets up the connection and the Dynamics components used by INSIDE.
Who uses it and why
- Operators use customer details without leaving the conversation.
- Users with the Settings or Manager role maintain operator mappings and agree the available forms with Powerfront.
- Developers and Dynamics administrators prepare the connected application, access and customer fields.
Where to find it
Powerfront manages Settings › General Settings › Dynamics 365. Its tabs include Settings, Form Configuration, Tables Configurations and Advanced.
In a visitor conversation, use the Visitor menu for Lookup Contact, Edit Contact and Unlink Contact. The menu also provides a link to open the record in Dynamics 365.
Users with the Settings or Manager role maintain operator mappings using Dynamics 365 Email at Settings › Account › Operators.
How it works
- Use Lookup Contact to search Dynamics 365 and choose the customer record for the visitor.
- Once linked, INSIDE retrieves the customer details selected in the configured view form.
- Use Edit Contact to submit changes, or the contact creation action to add a customer.
- Open the record in Dynamics 365 for work outside the INSIDE form.
When saving a contact, INSIDE uses its linked record identifier where supplied, otherwise it can find an existing customer by email. The operator's mapped Dynamics user can become the record owner. Selected name, email and phone details also update the INSIDE contact.
Unlink Contact removes the association. It does not delete the Dynamics record.
Configure it
Ask Powerfront to configure the Dynamics environment and either client-secret or certificate authentication. INSIDE checks the connection before saving an enabled configuration.
Powerfront can create or update the INSIDE conversation components through Tables Configurations, prepare the contact forms and choose Auto Match Visitor To. A reset can replace integration components, so agree it with your Dynamics administrator.
Users with the Settings or Manager role can maintain operator mappings where their operator-administration access permits it. Dynamics 365 Email must identify the intended Dynamics user.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Dynamics 365 Integration | Settings › General Settings › Dynamics 365 › Settings | website | Off | Powerfront | Enable the website's Dynamics 365 connection. |
| Instance Url | Settings › General Settings › Dynamics 365 › Settings | website | Not set | Powerfront | Identify the Dynamics 365 environment to connect to. No environment is selected until configured. |
| Client Id | Settings › General Settings › Dynamics 365 › Settings | website | Not set | Powerfront | Identify the application used to authenticate the Dynamics 365 connection. No application is selected until configured. |
| Client Secret | Settings › General Settings › Dynamics 365 › Settings | website | Not set | Powerfront | Authenticate using a client secret when this connection method is selected. No secret is supplied by default. |
| Certificate | Settings › General Settings › Dynamics 365 › Settings | website | Not set | Powerfront | Supply the client certificate for TLS mutual authentication. No certificate is supplied by default. |
| Certificate Password | Settings › General Settings › Dynamics 365 › Settings | website | Not set | Powerfront | Unlock the client certificate when a password is needed. No password is supplied by default. |
| Auto Match Visitor To | Settings › General Settings › Dynamics 365 › Advanced | website | Not set | Powerfront | Choose the Dynamics field used for automatic visitor matching. No matching field is saved by default. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Dynamics 365 Email | Settings › Account › Operators | No | Link the operator to a Dynamics 365 user for ownership and related actions. |
| First Name | Dynamics 365 contact form | No | Set the contact's first name in the default form. |
| Last Name | Dynamics 365 contact form | Yes | Set the contact's surname in the default form. |
| Dynamics 365 contact form | Yes | Set the contact's email address in the default form. | |
| Mobile Phone | Dynamics 365 contact form | No | Set the contact's mobile number in the default form. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage permitted operator accounts and their Dynamics 365 user mapping. |
| Manager | Manage permitted operator accounts and their Dynamics 365 user mapping. |
Limits and good to know
- Your Dynamics access and configured forms determine which records and fields are available.
- The supplied contact form requires Last Name and Email. Custom forms may differ.
- Some installations use Dynamics accounts as customer records. Ask Powerfront which record type your website uses.
- New remote contact creation sets the local email and mobile opt-ins to off. Creating a contact is not permission to send marketing.
- Local and remote customer records remain separate. A successful remote write does not establish continuous synchronisation of every field.
Depends on and works with
+1 more · this feature uses
- Customer identity and conversation visibility permissionsConfigured by
Personal-data permissions affect the CRM profile details an operator can see.
+1 more · used by
- Website, channel and subsite accessEnhances
Connecting Dynamics 365 adds a website-specific Dynamics email field to operator assignments.
View all connections as a list
This feature uses
- Operator accountsConfigured by
Operator accounts hold the website-specific Dynamics 365 identity.
- Email ticket handling and statusesConflicts
The Dynamics settings screen requires native Email Management to be disabled before enabling Dynamics.
- Customer contact detailsEnhances
Remote contact edits reflect selected name, email and phone details in the INSIDE contact.
- Contact opt-in and blockingRelated
Creating a Dynamics contact leaves local email and mobile opt-ins off.
- Salesforce connection and operator setupConflicts
The Dynamics settings screen requires Salesforce integration to be disabled before enabling Dynamics.
- Zendesk connection and operator setupConflicts
The Dynamics settings screen requires Zendesk integration to be disabled before enabling Dynamics.
- CRM form field configurationConfigured by
Contact forms and provider field mappings control the fields shown and submitted.
- Custom CRM integrationEnhances
A custom CRM integration can change Dynamics customer matching and contact updates.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data permissions affect the CRM profile details an operator can see.
Used by
- Salesforce connection and operator setupConflicts
The Salesforce settings screen requires Dynamics 365 integration to be disabled first.
- Dynamics 365 casesRequires
Case operations need the Dynamics connection, customer details and mapped operator.
- Dynamics 365 conversation activitiesRequires
Export needs the Dynamics connection and provisioned INSIDE conversation components.
- Zendesk connection and operator setupConflicts
The settings screen requires Dynamics to be disabled before enabling Zendesk.
- CRM form field configurationEnhances
An enabled Dynamics connection makes Dynamics fields available for its CRM forms.
- INSIDE in Salesforce and Dynamics 365Enhances
Dynamics connection and component setup support the Dynamics workspace option.
- Custom CRM integrationEnhances
Dynamics contact matching and writes can use custom behaviour.
- Admin settings and feature switches · managed by PowerfrontRelated
Dynamics 365 must be disabled before Email Management can be enabled.
- Website, channel and subsite accessEnhances
Connecting Dynamics 365 adds a website-specific Dynamics email field to operator assignments.
FAQ and troubleshooting
Why can I not find the expected customer?
Check the search details, customer record type and automatic matching field. Ask Powerfront to check the connection and the Dynamics application's record access.
Why is ownership incorrect?
Check the operator's Dynamics 365 Email and the corresponding Dynamics user. A missing mapping prevents INSIDE from assigning that user as owner.
Why does an enabled connection fail to save?
INSIDE validates the connection before saving. Ask Powerfront to check the environment, credentials and Dynamics application permissions.
Can I change the contact form?
Ask Powerfront to change Form Configuration and agree the required fields with your Dynamics administrator.