Microsoft Dynamics 365

Search and update contacts in Microsoft Dynamics 365.

The Microsoft Dynamics 365 integration enables your agent to search for contacts and update contact records during calls.

Connecting Microsoft Dynamics 365

Prerequisites

• A Microsoft Dynamics 365 account with appropriate permissions
• Project management permissions in PolyAI

Connection steps

1. Go to the Integrations page in Agent Studio
2. Find Microsoft Dynamics 365 and click Connect
3. Select an environment (Sandbox, Pre-release, or Live)
4. Click Connect new account
5. Authenticate with your Microsoft account via OAuth
6. You’ll be redirected back to PolyAI automatically

Available actions

Action	Category	Description
Search Records Contact	CRM	Search for contacts by name, email, or other criteria
Update Record Contact	CRM	Update contact fields after an interaction

Enabling actions

Reference Microsoft Dynamics actions in your agent’s prompts — either enable all actions or select specific ones. See the Zoom integration for detailed examples of this pattern.

Example use case

CRM lookup and update:

You are a customer service agent. When a caller provides their name or email,
search Microsoft Dynamics for their contact record. After resolving their issue,
update the contact record with a note about the interaction.

Troubleshooting

Issue	Solution
Integration not appearing	Verify the feature is enabled for your account and you have project management permissions
Agent can’t access records	Check that Dynamics 365 is connected for the correct environment and the account has CRM permissions
OAuth errors	Ensure pop-ups are not blocked, clear browser cache, or try a different browser

Support

For additional help, contact PolyAI support.