# Dynamics 365 connection and customer records

Connect INSIDE to Dynamics 365 so operators can find, link and update customer records during conversations.

*Release 3.3 · admin, developer, operator*

**Settings › General Settings › Dynamics 365** · **Settings › Account › Operators**

## 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

1. Use **Lookup Contact** to search Dynamics 365 and choose the customer record for the visitor.
2. Once linked, INSIDE retrieves the customer details selected in the configured view form.
3. Use **Edit Contact** to submit changes, or the contact creation action to add a customer.
4. 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, on request | Enable the website's Dynamics 365 connection. |
| Instance Url | Settings › General Settings › Dynamics 365 › Settings | website | Not set | Powerfront, on request | 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, on request | 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, on request | 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, on request | 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, on request | 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, on request | 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. |
| Email | 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

### This feature uses

- **Configured in** [Operator accounts](ADM-007.md): Operator accounts hold the website-specific Dynamics 365 identity.
- **Configured in** [CRM form field configuration](CRM-020.md): Contact forms and provider field mappings control the fields shown and submitted.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data permissions affect the CRM profile details an operator can see.
- **Works better with** [Customer contact details](CRM-001.md): Remote contact edits reflect selected name, email and phone details in the INSIDE contact.
- **Works better with** [Custom CRM integration](CRM-022.md): A custom CRM integration can change Dynamics customer matching and contact updates.
- **Related** [Contact opt-in and blocking](CRM-007.md): Creating a Dynamics contact leaves local email and mobile opt-ins off.
- **Conflicts with** [Email ticket handling and statuses](CHN-026.md): The Dynamics settings screen requires native Email Management to be disabled before enabling Dynamics.
- **Conflicts with** [Salesforce connection and operator setup](CRM-010.md): The Dynamics settings screen requires Salesforce integration to be disabled before enabling Dynamics.
- **Conflicts with** [Zendesk connection and operator setup](CRM-018.md): The Dynamics settings screen requires Zendesk integration to be disabled before enabling Dynamics.

### Used by

- **Required by** [Dynamics 365 cases](CRM-016.md): Case operations need the Dynamics connection, customer details and mapped operator.
- **Required by** [Dynamics 365 conversation activities](CRM-017.md): Export needs the Dynamics connection and provisioned INSIDE conversation components.
- **Enhances** [CRM form field configuration](CRM-020.md): An enabled Dynamics connection makes Dynamics fields available for its CRM forms.
- **Enhances** [INSIDE in Salesforce and Dynamics 365](CRM-021.md): Dynamics connection and component setup support the Dynamics workspace option.
- **Enhances** [Custom CRM integration](CRM-022.md): Dynamics contact matching and writes can use custom behaviour.
- **Enhances** [Website, channel and subsite access](ADM-009.md): Connecting Dynamics 365 adds a website-specific Dynamics email field to operator assignments.
- **Conflicts with** [Salesforce connection and operator setup](CRM-010.md): The Salesforce settings screen requires Dynamics 365 integration to be disabled first.
- **Conflicts with** [Zendesk connection and operator setup](CRM-018.md): The settings screen requires Dynamics to be disabled before enabling Zendesk.

## 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.