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Overview

Connect your Apten account with Microsoft Dynamics 365 to sync information about leads and conversations in Apten with your Dynamics 365 CRM. Currently, we support syncing:
  • Tags: sync tags into a custom multi-select field in Dynamics 365.
  • Default Tags: sync built-in tags (Hot, Qualified, Has Replied, Unsubscribed SMS, Unsubscribed Email) as individual boolean fields.
  • Summaries: sync lead conversation summaries into a custom text field in Dynamics 365.
  • Variables: map variables to Dynamics 365 fields, which will sync in real-time.
Dynamics 365 syncing works with AI conversations over SMS, voice, and email.

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Prerequisites

The Microsoft account used to connect must have a System Administrator or System Customizer security role in Dynamics 365. This is required because Apten creates custom fields on your selected entity to sync tags, summaries, and variables.

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Step 1: Connect Apten to Dynamics 365

  1. In Apten, go to Integrations
  2. Click Connect on the Microsoft Dynamics 365 card
  3. Enter your Dynamics 365 environment name (the prefix from your Dynamics URL, e.g. if your URL is yourorg.crm.dynamics.com, enter yourorg)
  4. Click Connect and authorize with your Microsoft account
  5. Click Manage to go to the settings page
  6. Select the Dynamics 365 object that you want to sync with (Lead, Contact, or Account), and click Save
The object selection and environment URL cannot be changed once saved. Choose carefully.
  1. If you’d like to sync Tags, click Set up Tag Syncing. This will create the following custom fields on your selected Dynamics 365 object:
    • new_aptentags (multi-select picklist with your tags as options)
    • new_aptenishot (boolean)
    • new_aptenisqualified (boolean)
    • new_aptenhasreplied (boolean)
    • new_aptenisunsubscribed (boolean)
    • new_aptenisunsubscribedemail (boolean)
  2. If you’d like to sync Summaries, click Set up Summary Syncing. This will create:
    • new_aptensummary (multi-line text, max 10,000 characters)

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Step 2: Map Variables (Optional)

When setting up variables in customer profiles in Build & Test, you can map them to Dynamics 365 fields. These fields will automatically sync to Dynamics 365 in real-time when Apten talks to a lead. Dynamics Variables

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Step 3: Import Leads with Dynamics IDs

When importing leads into Apten, you must set the following fields:
  • integrationSource: Set this to 'dynamics' to indicate the lead is from Dynamics 365
  • dynamicsId: Set this to the Dynamics 365 record GUID (e.g. 'a1b2c3d4-e5f6-7890-abcd-ef1234567890')
Example payload: 
{
  "firstName": "John",
  "lastName": "Doe",
  "phone": "1234567890",
  "customerProfile": "Test Profile",
  "integrationSource": "dynamics", // Required for Sync
  "dynamicsId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890" // Required for Sync
}