Telenow

Integration

CRMConnect with an API key

Microsoft Dynamics 365 voice AI integration

The Microsoft Dynamics 365 integration connects your AI voice and chat agents to Microsoft Dynamics 365, so they can look up a contact by phone on a live call. It's a crm connector that runs as a tool the agent calls mid-conversation — you connect with an api key, attach it to an agent, and it acts in real time without a human in the loop.

Microsoft Dynamics 365 API docs

Last updated 2026-09-06

What your agent can do with Microsoft Dynamics 365

Look up a contact by phoneLook up CRM contact

Find an existing Dynamics 365 contact by phone number, across their business, mobile and home numbers. Use this to recognise a caller and to get the contact ID that notes, tasks and call logging need.

Inputs

FieldTypeDescription
phone*stringCaller phone in full international form, e.g. +919876543210
Get a contact by IDGet a CRM contact

Fetch one Dynamics 365 contact by its ID. Use after a lookup when you need more detail than the search returned.

Inputs

FieldTypeDescription
contact_id*stringThe Dynamics contact ID (a GUID, hyphenated, no braces)
Create a CRM contactCreate CRM contact

Create a Dynamics 365 contact for the caller. Look the caller up first — Dynamics does not deduplicate on phone, so calling this for an existing customer creates a second record.

Inputs

FieldTypeDescription
emailstringEmail, if given
firstnamestringFirst name
job_titlestringJob title, if mentioned
lastnamestringLast name
phone*stringPhone in full international form, e.g. +919876543210
Update a contactUpdate a CRM contact

Update fields on an existing Dynamics 365 contact. Only the fields you supply are changed. Use when a caller corrects their details.

Inputs

FieldTypeDescription
contact_id*stringThe Dynamics contact ID (a GUID)
emailstringEmail
firstnamestringFirst name
job_titlestringJob title
lastnamestringLast name
phonestringPhone in full international form
Log a phone callLog a phone call

Record this call as a completed phone-call activity on the caller's Dynamics 365 timeline. Use near the end of a call to write down what was discussed and agreed.

Inputs

FieldTypeDescription
contact_id*stringThe Dynamics contact ID the call belongs to
duration_minutesintegerHow long the call lasted, in whole minutes
notesstringWhat was discussed, asked for and agreed. A short paragraph.
outgoingbooleantrue if we placed the call, false if the caller rang us
phone_numberstringThe number the call was on
subject*stringOne-line summary of the call, e.g. "Enquiry about annual service plan"
Add a note to a contactAdd a note to a contact

Write a note onto a Dynamics 365 contact — what the caller asked for, what was agreed, anything the next person needs. Keep it to a short paragraph.

Inputs

FieldTypeDescription
body*stringThe note text
contact_id*stringThe Dynamics contact ID
titlestringOptional short heading for the note
Create a task on a contactCreate a CRM task

Create a follow-up task against a Dynamics 365 contact. If the caller did not name a due date, use tomorrow morning in their local time.

Inputs

FieldTypeDescription
contact_id*stringThe Dynamics contact ID
descriptionstringAny detail the person doing the task will need
due_date*stringWhen the task is due, ISO 8601 with a UTC offset, e.g. 2026-09-10T09:00:00+05:30
subject*stringShort task title, e.g. "Call back about the quote"

What you'll need to connect Microsoft Dynamics 365

Connect with an API key. In Telenow, open Integrations → Microsoft Dynamics 365 and provide:

  • Directory (tenant) ID — Entra ID → Overview → Tenant ID. A GUID.
  • Application (client) ID — Entra ID → App registrations → your app → Application (client) ID.
  • Client secret — The secret VALUE (not its ID), from Certificates & secrets. Entra caps these at 24 months — the connection stops working when it expires.
  • Environment URL — Your environment URL with no trailing path — Power Platform admin centre → Environments → your environment → Environment URL.

Agent templates that use Microsoft Dynamics 365

Inbound sales concierge
Answers inbound sales calls, looks the caller up in your CRM for context, answers product questions, and books or transfers when there's intent to buy.
Order & delivery status
Looks up a caller's recent order and gives an accurate status and delivery estimate, escalating to a human for anything unusual.
Billing dispute intakeFlow
Calmly takes billing disputes, verifies the account, captures the disputed charge, and opens a billing ticket for review.
Subscription cancel & retainFlow
Handles cancellation requests with a respectful save attempt — understands the reason, offers a relevant alternative, and processes or escalates the cancellation.
B2B invoice follow-upFlow
Chases outstanding B2B invoices with accounts-payable contacts, confirms status, and logs the promised payment date to a sheet.
Insurance policy verificationFlow
Verifies a policyholder's identity, confirms policy and coverage details, and routes anything beyond verification to a licensed agent.
Return & refund intakeFlow
Handles return and refund requests: looks up the order, captures the reason, and routes to a refund or a replacement — opening a ticket and texting the next steps.
SaaS demo schedulerFlow
Qualifies B2B SaaS prospects, captures company details into your CRM, and books a live demo on your calendar.

Other CRM integrations

Zoho CRM
Create a lead in Zoho CRM from the call. Connect once with Zoho (India data centre).
HubSpot
Create or look up HubSpot contacts from the call. Uses a private app access token.
Salesforce
Create a Salesforce lead from the call. Connect once with Salesforce (uses your My Domain).
GoHighLevel
Look callers up, create and update contacts, move opportunities through a pipeline, log tasks and notes, and book, reschedule or cancel appointments — in your GoHighLevel sub-account.

Frequently asked questions

What can an AI voice agent do with Microsoft Dynamics 365?+

During a live call or chat, a Telenow agent can look up a contact by phone, get a contact by id, create a crm contact, update a contact, log a phone call, add a note to a contact, and create a task on a contact — each runs as a tool the agent calls mid-conversation, so it acts on Microsoft Dynamics 365 in real time without a human.

How do you connect Microsoft Dynamics 365 to Telenow?+

In Telenow, open Integrations, pick Microsoft Dynamics 365, and you paste a Microsoft Dynamics 365 API key into the connection, then bind it to your agent. Then add its crm tool to your agent (or install a template that already includes it) and you're live.

Which AI agent templates use Microsoft Dynamics 365?+

Inbound sales concierge, Order & delivery status, Billing dispute intake, Subscription cancel & retain, B2B invoice follow-up, Insurance policy verification, Return & refund intake, and SaaS demo scheduler all use Microsoft Dynamics 365. You can install any of them and connect your Microsoft Dynamics 365 account in a couple of clicks.

Does Microsoft Dynamics 365 work on phone calls and WhatsApp?+

Yes. Telenow agents run on phone, web, chat and WhatsApp, and Microsoft Dynamics 365 works the same across every channel — the agent calls it whenever the conversation needs it.

How much does the Microsoft Dynamics 365 integration cost?+

Connecting Microsoft Dynamics 365 is included — you only pay Telenow's transparent per-minute and per-component usage, and new accounts get free signup credit to try it.

$1.01 free credit on signup

Connect Microsoft Dynamics 365 to your AI voice agent

Sign up free and get $1.01 in credit — no card required. Connect your number, pick a template, and go live in minutes.

Sign up Talk to sales