Integrating Salespeak with Microsoft Dynamics 365 is an easy task, and an important one.
Once the integration is complete, Salespeak can update Dynamics 365 with all the information gathered in the conversations (including content and specific data items), and can also use information from Dynamics 365 to make the conversations more intelligent.
We are using a standard OAuth 2.0 integration via Microsoft Azure AD to connect to Dynamics 365.
Steps to integrate Salespeak with Dynamics 365:
- Click on "Integrations" on the left side menu to go to the integration hub and click on "Connect" in the Dynamics 365 box
- You will be redirected to Microsoft's login page — enter your Microsoft / Dynamics 365 credentials and click "Sign in"
- Grant the requested permissions to allow Salespeak to access your Dynamics 365 instance
- Salespeak will automatically discover your Dynamics 365 instance and establish the connection
- Select the object to connect (by default Salespeak connects to the Contact object)
- Map properties from Salespeak to the relevant fields in Dynamics 365 (by default, First Name, Last Name, Company, and email address are mapped). You can map any information the brain extracts into fields in Dynamics 365.
- Click Save to complete the integration
Salespeak Integration with Dynamics 365 Overview
This document outlines the integration process and functionalities of Salespeak with Microsoft Dynamics 365. The integration works with Contacts, Accounts, and Tasks in Dynamics 365, enhancing the capabilities of Salespeak in managing and utilizing customer data.
Integration Features
Using existing Dynamics 365 contacts: Salespeak is capable of reading comprehensive information from Dynamics 365 contact records. This feature is particularly useful when a visitor provides their email, enabling Salespeak to gather all relevant data from the contact record to enhance customer interactions.
Contact creation: In scenarios where a visitor's contact information is not already present in Dynamics 365 (identified via email), Salespeak takes a proactive step to create a new contact record. This record includes essential fields such as First Name, Last Name, Email, and Company, ensuring that the visitor's information is captured accurately and comprehensively in Dynamics 365.
Account management: Salespeak can also create and look up Account records in Dynamics 365 by website domain. When a visitor's company information is available, Salespeak will create or associate the corresponding Account record.
Conversation tracking: Following each chat session facilitated by Salespeak, the system automatically generates a Task record within Dynamics 365. This record includes a summary of the session information, providing a concise yet thorough overview of the interaction. This automation not only saves time but also ensures consistent and detailed record-keeping of customer interactions within Dynamics 365.
Custom object support: While our primary integration is with the Contact and Account objects, Salespeak is flexible and can be configured to connect with other entities in Dynamics 365, including custom entities. Salespeak automatically discovers all available entity types in your Dynamics 365 instance.
Custom properties: You can map any free text question into a dedicated field in Dynamics 365. Go to the integration settings to edit the mapping.
Integration Process
Setting Up the Integration
Authorization: Salespeak uses Microsoft Azure AD OAuth 2.0 to securely connect to your Dynamics 365 instance. When you click "Connect", you will be redirected to Microsoft's login page to authorize the connection. Salespeak requires permissions to read and write Contacts, Accounts, and Tasks in your Dynamics 365 environment.
Instance Discovery: After authorization, Salespeak automatically discovers your Dynamics 365 instance using Microsoft's global discovery service. No manual configuration of instance URLs is required.
Configuring Connection: Set up the connection between Salespeak and your Dynamics 365 objects. Specify the primary object type (Contact, Lead, or Account) and any custom entities if needed.
Data Mapping: Define how data will be read from and written to Dynamics 365, ensuring that the correct fields are mapped for effective data transfer.
Operational Flow
Data Retrieval: Upon receiving a visitor's email, Salespeak reads all relevant information from Dynamics 365 contact records.
Data Utilization: The retrieved information is used to enhance the conversation intelligence of Salespeak, making the interaction with the visitor more informed and effective.
Data Update/Create: Post-interaction, Salespeak writes back essential details to Dynamics 365, either by updating an existing contact or creating a new one. It also creates a Task record with conversation session details including a summary, tags, and relevant metadata.
Security and Compliance
Salespeak adheres to strict security protocols to ensure that all data transferred between Dynamics 365 and Salespeak remains secure and confidential. Salespeak is SOC2 compliant.
- OAuth 2.0 tokens are securely stored and automatically refreshed
- All API communication uses HTTPS encryption
- No Dynamics 365 credentials are stored by Salespeak
Support and Troubleshooting
For any issues or queries related to the integration, please contact support@salespeak.ai