Microsoft Dynamics CRM

We're taking a deeper look at some of our integrations, including this one. In the meantime, some of the functionality described here may not work as expected. Thank you for your patience.

Sync leads, contacts, and conversation activity between Microsoft Dynamics (MS Dynamics) and Acquire, making it easier to maintain accurate customer data in your system of record. This integration will allow you to:

• Automatically sync customer details and conversations to MS Dynamics
• Keep existing contacts, leads, accounts, cases, and other objects up to date with details captured in Acquire
• Automatically sync chat transcripts configured to the contacts, leads, or accounts of your choosing 

Once set up, you'll be able to sync customer details and conversations to MS Dynamics. 

In this article:

• Connecting Microsoft Dynamics with Acquire
• Mapping Fields Between MS Dynamics and Acquire

Connecting Microsoft Dynamics with Acquire

Begin integrating MS Dynamics with Acquire by heading to the App Store > CRM and click ‘Install App’ under Microsoft Dynamics CRM.

A pop-up window will appear, click the 'Install' button.

On the following page, review the app permissions and click 'Authorize Access'.

You’ll be redirected back into Acquire to complete setup.

Next, enter your MS Dynamics Organization Service URL. You can get your URL by logging into MS Dynamics and navigating to Settings. Click on ‘Customization’ and select ‘Developer Resources’. Your URL will be displayed under ‘Organization Service’. Copy this to your clipboard, head back into Acquire, and paste it into the corresponding field. Click ‘Save’.

Next, you’ll be redirected to the Dynamics OAuth login page. Enter your credentials to confirm the connection. The page will redirect you back to Acquire once you’ve logged in.

Mapping Fields Between MS Dynamics and Acquire

After connecting your MS Dynamics account with Acquire, you’ll be prompted to map the fields to sync data between each system. Acquire will automatically recommend fields or you can manually select the mappings you want.

There are three MS Dynamics objects that fields can be mapped to:

Contacts

Map fields like name, email, and phone number to MS Dynamics contact records.

Adding Chat Transcripts & Case Attributes to a Contact Record

Using Contact Mapping in Acquire, the custom field ‘ChatTranscript’ and other case attributes from the contact profile can be mapped to the notes or case field. These fields are populated when a conversation is closed in Acquire.

Leads

Just like with contact records, Acquire contact profiles can be mapped to lead records in MS Dynamics.

Adding Chat Transcripts & Case Attributes to a Lead Record

The custom field ‘ChatTranscript’ and other case attributes from the contact profile in Acquire can be mapped to the notes or task field in MS Dynamics, These fields are populated when a conversation is closed in Acquire.

Accounts

Account details captured in Acquire can be mapped to the corresponding field in MS Dynamics.

Adding Chat Transcripts & Case Attributes to an Account

The custom field ‘ChatTranscript’ and other case attributes from the contact profile in Acquire can be mapped to the account notes or case field in MS Dynamics. When a conversation is closed in Acquire, the data is added to these fields in MS Dynamics.

Syncing Records Between Acquire and MS Dynamics

From a contact profile, click the MS Dynamics logo. Next, click on the field you want to sync to MS Dynamics by selecting the arrow button and clicking 'Sync'.

Conversation view

Profile view

 Contact details will automatically save to their mapped fields in MS Dynamics.

Have questions? Reach out to support@acquire.io