Connect Microsoft Dynamics 365 to Docket Marketing Agents

Connect Dynamics 365 at the workspace level, then choose which CRM records each Marketing Agent can update after a conversation ends.

Use the Microsoft Dynamics 365 integration to carry visitor and conversation context into your CRM. Docket can create a Lead when no active Lead or Contact matches the visitor's email, update matching records, and optionally add Phone Call and Appointment activities.

In Docket, this integration appears as MS Dynamics CRM. This article uses Dynamics 365 when referring to the Microsoft product.

What the Integration Can Do

A visitor email is required for CRM matching. If both an active Lead and an active Contact use the same email, Docket can update both records when their write settings are enabled.

Before You Start

• Docket access: You need the Admin role to connect a workspace integration.

• Dynamics environment: Use a cloud Dynamics 365 Sales environment. On-premises deployments are not supported.

• Dynamics access: Use a Microsoft work account that can approve the requested access and make changes in the target Dataverse environment.

• Tenant ID: Have the Microsoft tenant ID for the Dynamics environment ready.

• Dynamics domain: From the environment URL, copy the part between https:// and .dynamics.com. For example, use contoso.crm4 from https://contoso.crm4.dynamics.com. You can find the URL in the environment details in the Power Platform admin center.

1. Connect Microsoft Dynamics 365

1. In Docket, open Settings.

2. Select the Integrations tab. The page is titled Apps and Integrations.

3. Find MS Dynamics CRM and select Connect.

4. Enter the Microsoft tenant ID and Dynamics domain when prompted.

5. Continue to Microsoft sign-in. Review the permissions requested for your organization, then approve access using an authorized account. Your tenant's consent policy determines whether an administrator must approve the request. See Microsoft's permissions and consent overview.

6. Return to Docket and wait for the integration card to show that it is connected.

The connected status confirms Microsoft authorization. Docket then completes the required Dynamics setup in the background. You do not need to import a managed solution file.

Note: The custom Docket fields created during setup are not automatically visible in the Dynamics 365 interface. A Dynamics administrator must open the appropriate solution in Power Apps, add the fields to the relevant form or view, then save and publish the customization. Until this step is complete, the fields exist in the underlying Dataverse schema but do not appear to CRM users.

2. Review Workspace Data Access

The connected Dynamics integration includes workspace Data Access settings for Lead, Contact, Account, and Opportunity. These are separate from the writeback settings configured for each Marketing Agent.

1. On the connected Dynamics card, select the settings icon.

2. Select Settings.

3. Under Data Access, review the Read setting for Lead, Contact, Account, and Opportunity.

4. Select Save.

3. Enable Sync for a Marketing Agent

1. Open Marketing Agents and select the agent you want to configure.

2. Open Analysis and Actions.

3. Under Post Call Actions, expand Sync to Dynamics 365.

4. Turn on Sync to Dynamics 365 for the agent.

The workspace connection makes Dynamics available. The agent-level switch determines whether this specific agent can run the Dynamics writeback workflow.

4. Choose Records and Map Fields

Expand a record type to review its saved field mappings and choose how each Dynamics field is updated.

1. Enable Lead if the agent should update matching Leads or create a Lead when no active Contact or Lead matches.

2. Enable any other record types this agent should update.

3. Expand a record type to review its field mappings.

4. Select a Docket Field and the corresponding Dynamics Field.

5. Choose the mapping Behavior:

   • Fill if empty writes the Docket value only when the Dynamics field has no value.

   • Overwrite replaces the existing Dynamics value with the Docket value.

6. Add or remove mappings as needed.

7. Select Save.

8. Reopen the section and confirm the intended write controls and mapping behaviors persisted.

5. Add Conversation and Meeting Activities

Docket creates activities related to each Lead or Contact updated during the writeback.

Expand Docket Activity to configure optional Dynamics activities:

• Phone Call: Creates a Phone Call activity after a conversation. Its description includes conversation details and the transcript when available.

• Appointment: Creates an Appointment when the conversation includes a Docket meeting booking. Docket adds the matching Dynamics user when the meeting owner's email belongs to an active Dynamics user.

Enable the activities you need, then select Save.

Troubleshooting

Contact Docket Support

If you need help with your Microsoft Dynamics 365 integration, contact Docket Support.