Integrate Convo AI helpdesk with Microsoft Dynamics 365 to display customer records in the inbox sidebar, sync conversations to Dynamics entities, and create service cases across channels.
Channels
CRM Sync
Support
To Start
What you get with Convo AI for Microsoft Dynamics 365
View Dynamics 365 Contact, Account, Lead, and Opportunity entities directly in the Convo AI inbox sidebar. Agents see customer segments, interaction history, and Power Platform insights at a glance.
Create Dynamics 365 Customer Service cases from Convo AI conversations across WhatsApp, email, live chat, and Instagram. Map case attributes, SLA timers, and entitlements automatically.
Log every Convo AI conversation as a Dataverse Activity record on the associated Contact or Account entity. Full transcripts, channel metadata, and resolution details are captured.
Trigger Power Automate flows from Convo AI events. Automate case routing, notification chains, and CRM updates based on conversation outcomes, CSAT scores, or agent actions.
Simple setup process - connect in minutes
Benefits for your support team and customers
Display Dynamics 365 customer data and insights in the Convo AI inbox for informed support
Create and manage Dynamics 365 Customer Service cases directly from the helpdesk
Log all omnichannel conversations as Dataverse Activities for complete interaction history
Trigger Power Automate workflows from support events for end-to-end process automation
Leverage Dynamics 365 SLAs and entitlements to enforce service level standards in Convo AI
Common ways to use Convo AI with Microsoft Dynamics 365
Show Dynamics 365 Account tier and entitlement details in the sidebar so agents know the customer service level before responding
Auto-create Dynamics 365 Cases from WhatsApp support conversations with linked Contact and entitlement records
Trigger a Power Automate flow to notify the Account Manager when a high-value customer submits a support request via live chat
Log CSAT scores to Dynamics 365 Contact records and surface them in Customer Service dashboards
Route conversations to specialized queues based on Dynamics 365 Account segment or product entitlement
Lower than Intercom, Drift, Crisp
AI chatbot from ₹0/month + per conversation
Common questions about Microsoft Dynamics 365 integration
The integration works with Dynamics 365 Sales, Customer Service, and custom Dataverse entities. You can display data from any entity in the sidebar and create Cases in the Customer Service module.
Yes, cases created from Convo AI respect your Dynamics 365 SLA and entitlement configurations. SLA timers start automatically based on your existing rules, and entitlement terms are decremented accordingly.
Yes, the integration publishes events like conversation created, ticket escalated, and CSAT submitted to Dataverse. You can use these as triggers in Power Automate to build custom automation workflows.
The integration uses Azure AD OAuth 2.0 for secure authentication. An Azure AD admin grants consent for the required Dataverse API permissions. Multi-factor authentication and conditional access policies are fully supported.
Convo AI works with all major CRM platforms