# INSIDE in Salesforce and Dynamics 365

Use INSIDE within a supported CRM workspace and open the conversation associated with the selected CRM work.

*Release 3.3 · admin, operator*

**Settings › General Settings › Salesforce** · **Settings › General Settings › Dynamics 365**

## What it is

INSIDE can appear within a supported Salesforce or Dynamics 365 workspace. The CRM and INSIDE coordinate the panel size and selected conversation. Related customer, case and conversation records can also be opened from INSIDE.

## Who uses it and why

- Operators keep live engagement and CRM work in the same workspace.
- Administrators coordinate the CRM components, operator mapping and panel behaviour with Powerfront and their CRM administrator.

## Where to find it

Open INSIDE through the CRM workspace prepared for your organisation. Its position and launch control depend on that CRM setup.

In INSIDE, use the customer or case link to open the corresponding CRM record. The **Conversation** menu provides **Open in Dynamics 365** when the selected conversation has a saved activity link.

Powerfront manages related options at **Settings › General Settings › Salesforce** and **Settings › General Settings › Dynamics 365**.

## How it works

When the supported CRM workspace selects a known conversation, INSIDE opens that visitor's detail and expands the panel. If the conversation is not available in the current INSIDE session, the panel can close instead.

The panel responds to changes in the surrounding workspace size and state. Available controls allow it to open, close or use a larger view. CRM record links can navigate through the host workspace rather than opening an unrelated browser window.

In Salesforce Omni-Channel setups, closing matching work can also stop its associated INSIDE conversation. Operator status and workload components support the Salesforce workspace integration.

Dynamics conversation forms can display a saved INSIDE transcript. That viewer and the live operator session serve different tasks; the saved viewer is for review and printing.

## Configure it

Ask Powerfront and your CRM administrator to prepare the supported workspace components. A user with the **Settings** or **Manager** role can maintain operator mappings at **Settings › Account › Operators**. Confirm which CRM action selects a conversation and whether closing work should end the INSIDE chat.

Ask Powerfront about **Hide Lookup from Top Bar** and **Enable Visitor End Chat Alert in Omni-Channel** for Salesforce. **Open Salesforce in Single Window** controls record-link windows when INSIDE runs outside the embedded workspace.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Open Salesforce in Single Window | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Reuse one Salesforce window for record links opened from standalone INSIDE. Embedded navigation uses the CRM workspace. |
| Hide Lookup from Top Bar | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Hide the Salesforce lookup control from the top bar. |
| Enable Visitor End Chat Alert in Omni-Channel | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Enable the visitor-ended-chat alert in the Salesforce Omni-Channel integration. |

## Limits and good to know

- Conversation selection needs a connected INSIDE session that knows the requested conversation.
- A Salesforce work closure can end a live chat. Check your organisation's workflow before closing work.
- Embedded behaviour depends on the surrounding CRM components as well as INSIDE settings.
- Full-screen and expansion controls depend on the available panel state and size.
- This capability does not establish a general embedding contract for arbitrary applications.

## Depends on and works with

### This feature uses

- **Requires** [Console connection and recovery](CON-005.md): Opening a selected live conversation requires a connected INSIDE session.
- **Works better with** [Starting, ending and expiring chats](CHAT-001.md): Closing matching Salesforce Omni-Channel work can end the associated INSIDE conversation.
- **Works better with** [Salesforce connection and operator setup](CRM-010.md): Salesforce connection and operator setup support the Salesforce workspace option.
- **Works better with** [Salesforce conversation records and transcripts](CRM-014.md): Salesforce conversation records provide context alongside the embedded operator session.
- **Works better with** [Dynamics 365 connection and customer records](CRM-015.md): Dynamics connection and component setup support the Dynamics workspace option.
- **Works better with** [Dynamics 365 conversation activities](CRM-017.md): Dynamics conversation forms include the saved transcript viewer.

### Used by

- **Enhances** [Salesforce conversation records and transcripts](CRM-014.md): Salesforce Omni-Channel offers affect whether conversation records are exported.

## FAQ and troubleshooting

### Why does clicking a CRM conversation not open it?

Check that INSIDE is connected and the conversation is available to the current operator session. If it is unknown to the session, the panel may close.

### Why did my chat end when I closed Salesforce work?

The Omni-Channel integration can stop the associated INSIDE conversation when its work closes.

### Why do Salesforce record links open new windows?

For standalone INSIDE, ask Powerfront about **Open Salesforce in Single Window**. For embedded INSIDE, ask Powerfront to check navigation through the CRM workspace.

### Why is the Dynamics transcript not updating as I type?

It displays the saved activity transcript. Export timing and grouped updates determine when new messages appear.