# Microsoft Dynamics 365 CRM Integration

Source: https://insertchat.com/integration/microsoft-dynamics-365

> Create Dynamics 365 leads, contacts, and cases from customer conversations.

## From a new inquiry to a Dynamics 365 lead

A caller or website visitor asks about your services. The assistant answers, collects their details, and can create the lead in Dynamics 365, or open a case for an existing customer, using the actions you enabled. Your team sees the conversation in the InsertChat inbox and the record in Dynamics 365.

## What your assistant can do in Microsoft Dynamics 365

- Create accounts, contacts, leads, opportunities, and cases
- Update leads, opportunities, and cases
- Look up leads

Turn on only the actions you need. Each one can run automatically or wait for your team’s approval.

## Setup

1. **Connect your account.** Find Microsoft Dynamics 365 in the InsertChat app catalog and authorize the account you want to use.
2. **Choose the actions.** Select the supported actions your assistant needs and review the connection’s permissions.
3. **Test the workflow.** Try the customer flow and confirm that actions, approvals, and handoff work the way your team expects.

## Does InsertChat sync contacts with Dynamics 365?

There is no background sync. The assistant creates or updates Dynamics 365 records during a conversation, with the permissions you choose, and the contact also stays in InsertChat with its conversation history.

## Can my team review records before they are created?

Each action can run automatically or wait for review, depending on how you set it. Test the exact flow, such as a new lead from a phone call, before turning it on for customers.

## Related features

- [Contacts](https://insertchat.com/product/crm)
- [Lead capture](https://insertchat.com/product/lead-capture)
- [Actions & approvals](https://insertchat.com/product/automations)