---
title: "Microsoft Dynamics Integration"
slug: "microsoft-dynamics-integration"
updated: 2025-12-25T13:09:07Z
published: 2025-12-25T13:09:07Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Microsoft Dynamics Integration

![Dynamics365_scalable.svg](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics365_scalable.svg)

## 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.

Reference: [https://learn.microsoft.com/en-us/entra/identity-platform/quickstart-register-app](https://learn.microsoft.com/en-us/entra/identity-platform/quickstart-register-app)

## Stage I: Dynamics 365 Platform Configuration

#### Step I: Verify Environment & Install Channel Integration Framework

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. Agree to Microsoft’s Legal Terms and Privacy Statement by checking the boxes and clicking **Agree**.

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

#### Step II: iFrame Installation (Optional)

Configure the Channel Integration Framework (CIF) to enable the CommBox inbox to open as an iFrame within Dynamics.

1. At the Dynamics 365 platform, search for and select Channel Integration Framework, or use the following link: [https://quiz1.crm4.dynamics.com/apps](https://quiz1.crm4.dynamics.com/apps) ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28204%29.png) ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28205%29.png)
2. Select the **+New** tab at the top to create a new **Channel Integration Framework v1.0 Provider record**. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28215%29.png)
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.  

![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28207%29.png)
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. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28210%29.png)

## Stage II: Service-Side Integration

This aspect of the integration will enable CommBox to create entities within Dynamics and populate different fields.

#### Step I: Register a New Azure Application

1. At the [Microsoft Entra admin center](https://entra.microsoft.com/), navigate to **Entra ID** > **App registrations** and select **New registration**.
2. Name your App. “CommBox integration”
3. For the “Supported account types” section, select "Accounts in this organizational directory only” (the first option). ![Dynamics guide - Entra ID 1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20guide%20-%20Entra%20ID%201.png)
4. Click **Register** at the bottom of the page.
5. At the new application’s **Overview** page, copy the **Application (client) ID** to your device.

#### Step II: Assign API Permissions

1. At the **Overview** page, navigate to **Manage** > **API permissions** and click the **+ Add a permission** button.
2. Add the following API Permissions to your application:
  - Dynamics CRM -> user_impersonation
  - Microsoft Graph -> User.Read

![Dynamics guide - Entra ID 2-b.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20guide%20-%20Entra%20ID%202-b.png)

#### Step III: Generate Client Secret

1. At the **App Overview** page, navigate to **Manage** > **Certificates & secrets**.
2. Click on **+ New client secret** .
3. In the new dialog box, select the lifespan of the secret (e.g., 730 days). ![Dynamics guide - stage2 step 2a.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20guide%20-%20stage2%20step%202a.png)
4. Copy the Secret **Value** immediately to your device. ![guide - stage2 step2b.webp](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/guide%20%20-%20stage2%20step2b.webp)

⚠️ Important: You can only copy the secret once. Store it securely.

## Stage III: Create and Configure Applicative 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.

#### Step I: Create Applicative User

1. Sign in to the [Power Platform admin center](https://admin.powerplatform.microsoft.com/) as a System Administrator.
2. Select **Environments**, and then select the relevant 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. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28634%29.png)
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**. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28637%29.png)
6. The selected Microsoft Entra app is displayed under **App**. Select the **Business Unit** from the dropdown list. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28638%29.png)
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**. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28639%29.png)
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. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28640%29.png)

#### Step II: Configure the Application User

1. Sign in to the [Power Platform admin center](https://admin.powerplatform.microsoft.com/) 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**. ![Dynamics Applicative user - step 3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Applicative%20user%20-%20step%203.png)
4. At the list of **Applications Users**, select the relevant item you want to edit and click the 3-dot menu. ![Dynamics Applicative user - step 4.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Applicative%20user%20-%20step%204.png)
5. Select **Details** to see the relevant information for that Application User. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28635%29.png)
6. Click the pencil icon opposite the security role heading to add or delete roles. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28636%29.png)
7. **Save** changes.

## Stage IV: CommBox Platform Configuration

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

#### Step I: 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. Paste the **App ID** you obtained into the **Azure App ID** field.
4. Paste the **Client Secret** value into the **Azure Client Secret** field. ![Dynamics CRM Integration - Setting page.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20CRM%20Integration%20-%20Setting%20page.png)
5. Click **Save**.
6. 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. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28434%29.png)
7. Navigate to **Settings** > **Privacy and Security** module and expand the **General** settings.
8. Enable the iFrame for the agents by switching the toggle on. ![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28302%29.png)
9. Click **Save** at the bottom corner of the screen.

#### Step II: Channel-Level Activation

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. Navigate to **Settings** and select the applicable communication module for this integration.
2. Select the specific channel and open the **Dynamics CRM** section.
3. Toggle on the desired features:

- **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. ![Dynamics Channel Settings - Main.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Channel%20Settings%20-%20Main.png)
- **Transfer the Conversation Attachments to Dynamics 365** – Note that the remarks in CommBox are clickable links. ![Dynamics Channel Settings - Attachments.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Channel%20Settings%20-%20Attachments.png)
- **Transfer the Transcript to Dynamics 365 upon conversation resolution** – Note that the remarks in CommBox are clickable links. ![Dynamics Channel Settings - Transcript.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Channel%20Settings%20-%20Transcript.png)
- **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. ![Dynamics Channel Settings - Summary.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Channel%20Settings%20-%20Summary.png)
- **Set the iFrame behavior:** ![Dynamics Channel Settings - iFrame behavior.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Channel%20Settings%20-%20iFrame%20behavior.png)
  - **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.

1. Click **Save**.
2. Repeat this process for all relevant channels.

## Stage V: Advanced Configuration (Optional)

#### 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**. ![Dynamics Ticket 1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Ticket%201.png)
2. At the left menu bar, navigate to **Entities** > **Case** > **Fields**, and double-click on **caseorigincode**. ![Dynamics Ticket 2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Ticket%202.png)
3. At the new dialog box, navigate to the **Option Set** field and click **Edit** next to it. ![Dynamics Ticket 3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Ticket%203.png)
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. ![Dynamics Ticket 4.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Dynamics%20Ticket%204.png)

![image.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/image%28534%29.png)

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