Connect Dynamics 365
For workspace owners, admins and Dynamics administrators.
What you need
| Requirement | Why |
|---|---|
| Listel workspace owner or admin | Only they can connect a CRM |
| Dynamics 365 Sales | Listel writes contacts, appointments and notes |
| A Microsoft 365 admin, if your company requires approval | They approve Listel once for your organization |
| A connecting account with System Administrator or the Delegate role | Listel needs the "Act on Behalf of Another User" privilege to write as each rep |
| Read access to all appointments and users for that account | Used to show reps' appointments in Listel and to link reps |
| Enabled, licensed Dynamics users for your reps | Each rep's records are created as that user |
Connect
Start the connection
On the web, open Settings → Integrations and select Connect next to Microsoft Dynamics 365. Sign in with the connecting account.
Get admin approval, if asked
If Listel says a Microsoft 365 admin must approve it, copy the approval link and send it to your IT admin. After they approve, select Connect again. This happens once.
Choose your environment
Pick your Dynamics 365 environment and select Continue.
Check rep links
Open Settings → Members and link anyone who shows Not found. See link your reps.
Choose what to sync
In Settings → Integrations, select Manage, set up Sync settings as below, and save.
Ask reps to turn on auto-sync
Auto-sync must be on for the workspace, and each rep also turns it on under Your sync.
Sync settings
| Setting | Options |
|---|---|
| Auto-sync (workspace) | Syncs conversations linked to a Dynamics appointment once they're processed |
| People not in Dynamics | Create a contact when we have their email, or Leave for review |
| Add to the appointment | Summary note, Transcript, Recap PDF. Applies to automatic syncs and sets the starting choices in the app. Syncs from the app always add the summary note |
| Mark appointment completed | Sets the Dynamics appointment to completed after it syncs |
What Listel writes
| Listel field | Dynamics object | Dynamics field |
|---|---|---|
| Person name | Contact | First name, last name |
| Contact | Email (used for matching) | |
| Summary, key points, next steps | Note | Note on the appointment |
| Transcript, recap | Note attachment | Attached to the appointment note |
| Each other person | Note | Note on their contact |
Listel checks for updated Dynamics appointments every 15 minutes and shows them in each rep's calendar.
Troubleshooting
| Message | Cause | Fix |
|---|---|---|
| The connected Dynamics account can't act for your reps | The account lacks the "Act on Behalf of Another User" privilege | Reconnect with a System Administrator, or give the account the Delegate role |
| Listel can't read your reps' Dynamics 365 appointments | The account can't read all appointments and users | Reconnect with a Dynamics admin, or grant that read access |
| Listel can't reach the Dynamics 365 environment | The environment may be disabled or deleted, such as an expired trial | Disconnect and reconnect to pick a current environment |
| Sign-in expired | The connection needs a new sign-in | Select Reconnect |
| No Dynamics 365 environments found | The signed-in account has no environments | Sign in with an account that has access to your environment |
| A rep is asked to contact their owner | The rep isn't linked | Link them in Settings → Members |
Records written before a rep was linked stay as they are.