# Dynamics 365 conversation activities Keep a Dynamics 365 conversation activity with the transcript, linked customer, ownership and closing details. *Release 3.3 · admin, operator, supervisor* **Settings › General Settings › Dynamics 365** ## What it is **Inside Conversation** stores an INSIDE conversation as a Dynamics 365 activity. It holds the transcript and available customer, operator and closing information. The supplied Dynamics form includes a transcript viewer and **Print**. ## Who uses it and why - Operators open the conversation activity from INSIDE or the customer's Dynamics record. - Supervisors review the transcript and how the conversation ended. - Administrators agree the export timing and activity setup with Powerfront. ## Where to find it In INSIDE, open the **Conversation** menu and choose **Open in Dynamics 365**. This option appears when the selected conversation has a saved Dynamics activity link. Powerfront manages export options at **Settings › General Settings › Dynamics 365**, under **Advanced**. The integration components are managed under **Tables Configurations**. ## How it works INSIDE creates or updates an activity for the conversation. When available, it includes: - The linked customer and mapped operator owner. - The transcript, channel, platform and subsite. - The disposition, start and end times, who ended the conversation and waiting-time information. - Visitor context such as IP address, browser language, browser details, referrer and location. By default, export is scheduled at conversation end. With **Create User Activity at Start of Conversation** enabled, visitor messages during an active conversation also schedule updates. INSIDE groups closely spaced updates, so the Dynamics view may lag behind the live chat. The final update includes the closing information and completes the Dynamics activity after it has been saved. The transcript viewer displays the saved messages; **Print** opens the browser's print function. ## Configure it Ask Powerfront to prepare the **Inside Conversation** components and transcript viewer in Dynamics. **Create Conversation Activity** permits export and is treated as on when no value has been saved. Ask Powerfront to enable **Create User Activity at Start of Conversation** if you need activity updates before the conversation ends. A user with the **Settings** or **Manager** role can keep operator Dynamics mappings current at **Settings › Account › Operators** so ownership can be recorded. ### Settings | Setting | Where | Applies to | Default | Who can change it | What it does | |---|---|---|---|---|---| | Create Conversation Activity | Settings › General Settings › Dynamics 365 › Advanced | website | On | Powerfront, on request | Allow INSIDE to save Dynamics conversation activities. Turning it off suppresses activity export. | | Create User Activity at Start of Conversation | Settings › General Settings › Dynamics 365 › Advanced | website | Off | Powerfront, on request | Allow activity updates during an active conversation as visitor messages arrive, followed by an update at conversation end. | ## Limits and good to know - Empty conversations do not produce an activity through this export. - Turning **Create Conversation Activity** off stops activity export even when the start option is on. - Activity links appear after a remote record identifier has been saved. - INSIDE updates the existing activity for the conversation and handles some duplicate-write conflicts. This is not a guarantee that every failed export succeeds later. - A case and a conversation activity are separate. Opening one does not imply that the other exists. - The viewer shows the saved transcript. It is not a live chat interface. ## Depends on and works with ### This feature uses - **Requires** [Starting, ending and expiring chats](CHAT-001.md): Conversation state and closing events determine activity updates. - **Requires** [Messages and rich content](CHAT-002.md): Activity export needs conversation messages because empty conversations do not produce an activity. - **Requires** [Dynamics 365 connection and customer records](CRM-015.md): Export needs the Dynamics connection and provisioned INSIDE conversation components. - **Configured in** [Operator accounts](ADM-007.md): The operator account holds the Dynamics user mapping used for conversation activity ownership. - **Works better with** [Subsites](ADM-003.md): Available subsite context is included in the activity. - **Works better with** [Dispositions](CHAT-019.md): An available conversation disposition is included in the activity. - **Works better with** [Messaging conversations](CHN-002.md): Available channel identity and platform are recorded with the conversation activity. - **Works better with** [Custom CRM integration](CRM-022.md): A custom CRM integration can replace or suppress the Dynamics conversation activity export. ### Used by - **Enhances** [INSIDE in Salesforce and Dynamics 365](CRM-021.md): Dynamics conversation forms include the saved transcript viewer. - **Enhances** [Custom CRM integration](CRM-022.md): A custom Dynamics integration can replace or suppress a conversation activity export. ## FAQ and troubleshooting ### Why is Open in Dynamics 365 missing from the Conversation menu? The selected conversation needs a saved Dynamics activity link. Ask Powerfront to check the export settings and allow time for a scheduled update. Ask Powerfront to investigate if it remains missing. ### Why does the activity appear only after the chat ends? That is the default timing. Ask Powerfront about **Create User Activity at Start of Conversation** if earlier updates are needed. ### Why are the latest messages missing? Updates are grouped before export. Refresh the Dynamics record after the update has completed. A continuing gap may indicate a connection or export failure. ### Why is the owner or customer missing? Ownership depends on the operator's Dynamics mapping. The customer association depends on a linked Dynamics customer record.