Overview

The Dynamics 365/CommBox integration combines the business resources management tools of Dynamics with the communication capabilities of CommBox. With this integration, CommBox is embedded into the CRM Dashboard to provide seamless access to communicating with customers while viewing the CRM data.
The integration process involves setting CommBox as a recognized channel within the CRM, accessing and copying security keys, and configuring both platforms. Proper admin credentials for both platforms are required, and once the general settings are activated, admins need to activate the integration on each CommBox communication channel separately.

Steps for the CommBox / Dynamics 365 integration:
I. Verify that you have a fully functional Dynamics 365 environment.
II. Configure the Channel Integration Framework (CIF) to have CommBox as an iFrame.
III. Create an Applicative User.
IV. Access the secret needed for the integration.
V. Configure the CommBox module.
VI. Advanced Configuration of Dynamics.

At the Dynamics 365 Platform

Step I: Verify that you have a fully functional Dynamics 365 environment.

1. At the Dynamics 365 platform, navigate to Settings > Customization > Dynamics Marketplace, and open the Microsoft AppSource.

2. In the search box, enter Channel Integration Framework, and once the application solution appears, select GET IT NOW.

3. In the One more thing window, select Continue.

4. Read and select the check box to agree to the following:

   • Microsoft's Legal Terms and Privacy Statement.
   • Privacy Statement and Legal Terms for importing the solution into Dynamics 365.

5. Select Agree.
   The Dynamics 365 Channel Integration Framework application (solution) importing happens in the background.
   
   

Step II: Configure the Channel Integration Framework (CIF)

1. At the Dynamics 365 platform, search for and select Channel Integration Framework, or use the following link: https://quiz1.crm4.dynamics.com/apps
   
   

2. Select the +New tab at the top to create a new Channel Integration Framework v1.0 Provider record.
   

3. Configure the new CIF record for CommBox (See the screenshot below as an example).

   1. At the left pane, enter CommBox for both the Name and the Label fields.
   2. Enter your CommBox brand URL in both the Channel URL and the Trusted Domain fields.
   3. At the center pane, select the Microsoft Apps that run in Dynamics 365, which will now have an active CommBox iFrame.
      Click on the App Launcher (the button at the left of the Dynamic emblem at the top) to open a list of all applications.
   4. At the right pane, select the Organizational Roles that will have access to this integration.
      

4. Click Save & Close at the top.

5. To verify that the CommBox Manage Window appears on the right, click on the Channel Integration Framework link (to the right of the Dynamics logo) and select one of the apps listed earlier in the center pane. Make sure you have one of the permission roles listed on the right pane.
   

Step III: Creating an Applicative User.

Creating an Application User

As part of the integration, you’ll need to create an Application User – the technical component that accesses the data in your environment for the users of the application.

1. Sign in to the Power Platform admin center as a System Administrator.

2. Select Environments, and then select an environment from the list.

3. Click the Settings tab at the top.

4. Select Users + permissions > Application users and click + New app user to open the Create a new app user page.
   

5. To connect the Application User to the application, select + Add an app to choose the registered Microsoft Entra application that was created for the selected user, and then select Add.
   

6. The selected Microsoft Entra app is displayed under App. Select the Business Unit from the dropdown list.
   

7. For the Security roles, click the pencil icon and select the chosen business unit to add to the new application user. When done, click Save.
   

8. Finish the process by clicking Create.

9. When an application user is first created, the username is the same as the name of the registered Microsoft Entra application. The two names can get out of sync when the name of the Microsoft Entra application is changed. Sync the Application User’s name with the Microsoft Entra application name by clicking the Refresh icon on the Details page.
   

Configuring the Application User

1. Sign in to the Power Platform admin center as a System Administrator.

2. Navigate to Admins.powerplatform.microsoft.com/environment and select the relevant Environment.

3. At the new page, at the top tabs click Settings followed by selecting Users & permissions > Application User.
   

4. At the list of Applications Users, select the relevant item you want to edit and click the 3-dot menu.
   

5. Select Details to see the relevant information for that Application User.
   

6. Click the pencil icon opposite the security role heading to add or delete roles.
   

7. When finished, click Save.

Step IV: Accessing App ID and Secret

1. In the Microsoft Entra Admin Center, navigate to App. registration.

2. Select your application and copy the App (client) Id to your device.
   

3. Click your application to see further information.

4. Select the Certificates and secrets from the menu, and click on the Client Secrets tab.
   

5. Copy the Secret ID value to your device.
   
   
   

At the CommBox Platform

Step V: Configure the CommBox module.

Activation of this integration happens both in the general settings level, as well as direct activation for each communication channel.

General Activation

1. At the CommBox platform, navigate to Settings > Dynamics 365 integration, and click Install.

2. Enter your organizational URL with Dynamics 365.

3. Copy and paste the App ID you obtained into the Azure App ID field.

4. Copy and paste the Client Secret value into the Azure Client Secret field, and click Save.
   

5. An instant validation of the credentials will now take place. If the validation fails, a pop up notice will advise that the information entered is incorrect.
   

6. Go back to the Settings page, select the Privacy and Security module from the Settings & Tools section, and click on General.

7. Enable the iFrame for the agents by switching the toggle on.
   

8. Click Save at the bottom corner of the screen.

Activation at the Communication Channels

The integration can be customized for each channel or subchannel, catering to the unique needs of different teams within the organization. Additionally, each toggle includes a viewable JSON file, allowing for the customization of CRM fields to seamlessly work with CommBox.

1. At the CommBox console, navigate to Settings, and click a channel that needs to be used with the Dynamics 365 integration.
2. At the Settings page that opens, select the Dynamics 365 section, activate the integration (toggle to On) all of the desired aspects, and click SAVE at the bottom of the screen.

a. Main: Search the customer & Create records in Microsoft Dynamics 365 – The main server side of the integration. Contact us if you want to have it turned off while other toggles remain on.

b. Transfer the Conversation Attachments to Dynamics 365 – Note that the remarks in CommBox are clickable links.

c. Transfer the Transcript to Dynamics 365 upon conversation resolution – Note that the remarks in CommBox are clickable links.

d. Transfer the Conversation Summary to Dynamics 365 upon conversation resolution – AI summary requires toggling on that feature in the AI Assistant section. Note that the remarks in CommBox are clickable links.

Activate the AI Assistant:

Set the iFrame behavior:

Activate embedded UI integration – enables the CommBox iFrame to be seen in Dynamics CRM and activate items within it.

Maximize the iFrame on assignment to the assigned agent only – When the specific agent is assigned to the conversation, the minimized iFrame will expand.

Maximize the iFrame on new conversations for all available agents – All available agents will have the minimized iFrame expand on the CRM screen when a new conversation enters the system.

3. Repeat this process for all relevant channels.
   
   
   

At the Dynamics 365 Platform

Step VI: Advanced Configuration

Adding Case Title and Origin in Dynamics

The CommBox integration with Dynamics CRM can include the Case Title with the customer’s name and the Case Origin that includes the communication channel listed in CommBox. This enhancement enables the CRM to better reflect the information found in the CommBox platform, saving the agents the need to cross-reference between the two platforms.

1. At the Dynamics platform, navigate to Settings > Customizations and select Customize system.
   

2. At the left menu bar, navigate to Entities > Case > Fields, and double-click on caseorigincode.
   

3. At the new dialog box, navigate to the Option Set field and click Edit next to it.
   

4. The default channels are in the Options box. Using the plus sign icon, add to the list of values the different communication channels available in CommBox that are not currently in Dynamics. Make sure the Label and Value correspond to the list below.
   

5. Save and Close at the top of the screen in every open dialog box (should be 2).