[Extension] How to integrate Microsoft Dynamics 365 with Blip

1. Introduction

2. Features

3. Prerequisites

4. Installation and configuration

5. How to configure the integration block in Builder

6. How to integrate Blip Desk with Dynamics 365
7. Security best practices
8. Support

Brief description: Connect your Blip bot to the Microsoft Dynamics 365 CRM to create and search for leads and save the service history directly in the conversational flow.

Introduction

The Dynamics 365 extension connects your Blip bot to the Microsoft Dynamics 365 CRM. In the Builder flow, you can search for, create, and update leads, and at the end of the human service, save the conversation transcript in Dynamics without leaving Blip. It is the bridge between service and CRM for sales and support teams.

For example, when a customer starts a conversation on your bot’s WhatsApp, the extension searches for their record in Dynamics 365 using their phone number, creates or updates the lead with the information collected, and, at the end of the service in Blip Desk, saves the conversation transcript to that lead’s timeline.

Watch the extension demonstration:

Features

• Search for a lead in Dynamics 365 using any standard or custom field, such as a phone number or email address, and use the returned data in the flow.

• Create or update leads with standard and custom fields from Dynamics 365.

• Save the conversation history as a note in a lead’s timeline.

• Save the conversation history in any Dynamics 365 entity, such as the contact entity.

• Integrate Blip Desk into Dynamics 365 so agents can provide service without switching screens.

Supported on the following channels: all channels available on the Blip platform.

Prerequisites

• A Microsoft Dynamics 365 account with an active instance whose address has the format org8bb7h2f.crm2.dynamics.com.

• A user with administrator permissions in Dynamics 365 to authenticate the extension. The integration needs to read, create, and update records, so verify the user’s security roles before getting started.

• The Wiv browser extension installed, which is used to display the Dynamics 365 integration block within Builder.

Attention: if the authenticated user does not have the appropriate permissions, the integration fails with messages such as "Access denied" or "Insufficient permissions".

Installation and configuration

Install the extension on the service bot—the same bot where you build the flow and use Blip Desk.

1. Activate Dynamics 365 in Blip Store.

2. Open the extension on the Settings tab. In the Dynamics Host field, paste your Dynamics 365 account address. It appears in the browser address bar when you are in Dynamics, starts with org, and ends with .crm2.dynamics.com.

   

   

3. Click Log in. A Dynamics 365 window opens for you to sign in with an administrator user.

4. Grant the permissions requested by Dynamics 365. When finished, the extension displays "Logged in as" followed by the connected user.

   

Note: by logging in, you agree to Wiv’s terms of use and privacy policy.

5. Install the Wiv browser extension. Without it, the Dynamics 365 integration block does not appear in Builder.

   

To change the connected account, go back to Settings and click Log in with another account.

How to configure the integration block in Builder

1. In the Builder flow, add a New Integration block.

   

2. In the block settings, select the Dynamics 365 integration.

   

3. Choose between Lead and Service history.

   

For any action, enter a Result variable to store the integration response and use it throughout the rest of the flow.

Search for, create, or update leads

Select the Lead category. You have two actions: Search for lead and Create or update lead.

In the Search for lead action, the extension displays all lead fields available in Dynamics 365 in the search selector. Some fields are standard, while others are customized in your account.

Choose the Search field and enter the value in the Search field. For example, to find a lead by phone number, select the mobilephone field and use the variable {{contact.phoneNumber}} in the search.

In the Create or update lead action, you create a new lead or update an existing one.

To update an existing lead, enter the Lead ID in the indicated field.

Enter the lead data in the customizable fields. In Custom field 1, choose which Dynamics field you want to save and enter the value.

To save more than one field, click Add new field and repeat the configuration.

Save the service history

Select the Service history category. This action depends on human service, so use the block after the Blip Desk service block. You have two options: Save history in a lead and Save history in an entity.

For the Save history in a lead option, enter the Lead ID and Ticket ID. The extension converts the service messages into a note.

The history is saved in the lead’s timeline within Dynamics 365.

For the Save history in an entity option, you define which Dynamics 365 entity the history will be saved to, such as the contact entity. Enter the Ticket ID, Entity, and Entity ID.

You can find the entity ID in the browser URL when you open the record in Dynamics 365 and use this value to fill in the block.

How to integrate Blip Desk with Dynamics 365

You can also display Blip Desk within Dynamics 365 so agents can provide service without switching screens.

1. Open the extension and access the Desk Installation tab. 

   

2. Follow the step-by-step instructions shown on the screen. The installation is manual: you download the Power App solution through the extension and import it into Power Apps, adding Blip Desk as a web resource to the Dynamics 365 app.

   

When you finish, Blip Desk is integrated with your Dynamics 365 and ready to use. The update may take a few minutes.

Security best practices

The user used to authenticate the extension has broad access to your Dynamics 365, so handle this account with care.

• Prefer a service account created for the integration instead of a personal account.

• Use secure authentication methods and do not share passwords.

• Review permissions regularly and keep only those necessary for the integration.

• If the integration is no longer used, deactivate the account to reduce risks.

Support

If you have questions about the extension, email support@wiv.com.br.

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or get your questions answered on our support channel 😃