Microsoft Dynamics 365
Equip enterprise sales and service teams to surface Dynamics 365 records instantly inside any chat conversation.
7 min read
Updated February 2026
Overview
Enterprise teams running Dynamics 365 often deal with a frustrating loop: a customer asks about their case or opportunity, the rep Alt-Tabs to Dynamics, runs a search, copies the data, and pastes it back into chat. Multiply that by dozens of conversations a day and the lost time adds up fast.
The Dynamics 365 integration lets your AI agent query accounts, contacts, opportunities, cases, and activities on the fly. Reps stay in the conversation while the AI fetches exactly the data they need.
When to Enable This
- Your customer service team fields questions like “What's the status of my support case?” multiple times a day
- Sales reps need quick opportunity summaries while on calls or in chat
- You want the AI agent to pull account context before escalating to a live agent
Available Actions
| Action | Description |
|---|---|
| Get Account | Retrieve account name, industry, revenue, and primary contact |
| Get Contact | Look up contact details including email, phone, and job title |
| Get Opportunity | Check opportunity stage, estimated value, and close date |
| Get Case | Fetch support case status, priority, and assigned agent |
| List Activities | Show upcoming and recent activities linked to a record |
Prerequisites
Before connecting Dynamics 365, make sure you have:
- A Microsoft Dynamics 365 instance (Sales, Customer Service, or unified)
- An Azure AD app registration with Dynamics CRM API permissions
- Your instance URL (e.g.,
https://yourorg.crm.dynamics.com)
Setup Instructions
Step 1: Register an App in Azure AD
- Go to the Azure Portal → Azure Active Directory → App registrations
- Click New registration
- Name the app “ChatSpark Integration”
- Under API permissions, add Dynamics CRM →
user_impersonation - Generate a Client Secret and note your Application (client) ID
Step 2: Generate an Access Token
- Use the OAuth 2.0 client credentials flow with your Azure AD app
- Set the resource to your Dynamics instance URL
- Copy the resulting access token
Step 3: Enable in ChatSpark
- In ChatSpark, go to AI Actions
- Find Dynamics 365 in the Library and click Enable
- Select the chatbot(s) that should have access
- Enter your Instance URL and Access Token
- Click Save
Configuration Fields
| Field | Description | Example |
|---|---|---|
| Instance URL | Your Dynamics 365 organization URL | https://yourorg.crm.dynamics.com |
| Access Token | OAuth bearer token from Azure AD | eyJ0eXAi... |
Testing Your Integration
After setup, open your chatbot widget and try these realistic queries:
- Ask: “What's the status of support case CAS-10042?”
- The AI should return case priority, status, and the assigned agent from Dynamics
More test phrases:
- “Look up the account details for Northwind Traders”
- “Where does the Contoso opportunity stand right now?”
- “Show me upcoming activities for the Fabrikam account”
Troubleshooting
401 Unauthorized
Azure AD tokens expire after one hour. Regenerate the token and update it in ChatSpark. Also verify that the app registration has the correct Dynamics CRM permissions.
Entity not found
Dynamics uses internal entity names (e.g., account,incident for cases). If a lookup fails, confirm that the record exists and your user has read access to that entity.
Instance URL mismatch
Make sure the Instance URL matches your production environment exactly, including the region suffix (e.g., .crm.dynamics.com for North America, .crm4.dynamics.com for EMEA).