Integrations
Microsoft Dynamics 365
How your agents look up customer and policy records in Dynamics 365 during a conversation, and write the outcome, cases and next steps back.
On this page
Many organisations in the Gulf run their customer operations on Microsoft Dynamics 365. Your agents work from it during every conversation: they look up the customer, their account and the records your business runs on, such as a policy, a reservation or a unit. When the conversation ends, the agent writes back what happened and opens the work that follows, so Dynamics 365 reflects every conversation without anyone typing it in.
Dynamics 365 stays your system of record for customer and account data. The Telonic record is the system of record for conversation history.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Look up records | The agent finds the customer and the records it needs while the conversation is happening | A policyholder's cover, excess and renewal date |
| Write back the outcome | The summary, outcome and next steps are written to the customer's record | A timeline note: "Asked about roadside assistance. Answered from policy wording." |
| Create cases and tasks | Work that follows from a conversation is opened for your team, with the context attached | A case opened for a windscreen claim |
| Update fields you permit | Named fields are kept current, such as contact preferences | A customer's preferred language set to Arabic |
| Deliver the handover brief | When a conversation goes to a person, the brief is available in Dynamics 365 | A claims handler opens the case and sees what was discussed |
Amounts and dates in the agent's answers are inserted directly from the record, not retyped by the model.
How it connects
The connection uses Dynamics 365's standard API (application programming interface: the documented way other software exchanges data with it). Your administrators register the connection in Microsoft Entra ID, Microsoft's identity service, and create a dedicated application user in Dynamics 365. Access is granted with OAuth (the standard way to give an application limited access without sharing a password), and the security role you assign to that user decides which tables and fields the agent can read or change.
Each connection is mapped to your configuration during implementation: your tables, including custom tables, your fields and your processes. Credentials are stored encrypted in your deployment, every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit), and the connection runs from your deployment in your chosen region.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read contacts and accounts | Recognising the customer | Only the tables and fields mapped with you |
| Read business records (policies, bookings, units) | Answering from your data | Only the tables and fields mapped with you |
| Create notes, tasks and cases | Writing back and opening follow-up work | On for the record types you choose |
| Update named fields | Keeping status and preferences current | Only the fields you list |
| Delete records | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Wadi Assurance keeps its policyholders and policies in Dynamics 365.
- Khalid messages on WhatsApp to say a stone has cracked his windscreen. The agent matches his number to his contact and confirms his identity.
- It reads his motor policy and tells him, from the approved wording, that windscreen damage is covered and what his excess is.
- It opens a case with the details he gives, including the photo he sends, and tells him what happens next.
- The summary and outcome are written to his record. The claims team picks up the case in Dynamics 365.
What your team controls
- Which tables and fields the agent can read and write.
- Which record types it can create.
- The application user's security role, which your administrators can change or withdraw at any time.
Related
- CRM and ERPIntegrations
- How integrations workIntegrations
- PermissionsIntegrations
- The customer recordCustomer record
- InsuranceIndustry guides
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