{"id":11539,"date":"2026-06-26T07:15:51","date_gmt":"2026-06-26T07:15:51","guid":{"rendered":"https:\/\/support.spoki.com\/?post_type=docs&#038;p=11539"},"modified":"2026-06-26T07:36:55","modified_gmt":"2026-06-26T07:36:55","password":"","slug":"microsoft-dynamics-365-integration","status":"publish","type":"docs","link":"https:\/\/support.spoki.com\/en\/docs\/integrations\/microsoft-dynamics-365-integration\/","title":{"rendered":"Microsoft Dynamics 365 Integration"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p>The Dynamics 365 integration lets your team open WhatsApp conversations directly from a Dynamics Contact record. In short, it provides:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Open Spoki Chat from any Contact<\/strong> \u2014 a single button on the Dynamics Contact form opens an embedded WhatsApp conversation, pre-filtered to that contact.<\/li>\n\n\n\n<li><strong>Embedded chat experience<\/strong> \u2014 read history and send replies inside a modal iframe, right on the Contact form, or pop the chat out into its own window.<\/li>\n\n\n\n<li><strong>Automatic contact matching<\/strong> \u2014 Dynamics contacts are matched to Spoki contacts by phone or email, so conversation history stays tied to the right person.<\/li>\n\n\n\n<li><strong>Automatic user provisioning<\/strong> \u2014 Dynamics users are mapped to Spoki chat operators on first use; no manual user setup required.<\/li>\n\n\n\n<li><strong>Optional contact sync<\/strong> \u2014 bind Dynamics marketing lists to Spoki lists for ongoing two-way contact synchronization (see Contact Sync).<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The integration is <strong>read-only<\/strong> on your Dynamics environment. Spoki can never modify, delete, or create Dynamics records \u2014 it only reads a contact&#8217;s phone, email, and name when you click the chat button.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">When to Use<\/h2>\n\n\n\n<p>Use this integration when your team works primarily inside Dynamics 365 and needs to reach contacts on WhatsApp.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Use Case<\/th><th>Example<\/th><\/tr><\/thead><tbody><tr><td><strong>Sales outreach<\/strong><\/td><td>Message a prospect on WhatsApp straight from their Contact record<\/td><\/tr><tr><td><strong>Customer support<\/strong><\/td><td>Open the existing conversation history while reviewing a contact<\/td><\/tr><tr><td><strong>Follow-ups<\/strong><\/td><td>Reply to a lead without leaving the Dynamics Sales Hub<\/td><\/tr><tr><td><strong>Account management<\/strong><\/td><td>Keep one source of truth for contacts across Dynamics and Spoki<\/td><\/tr><tr><td><strong>Field\/mobile teams<\/strong><\/td><td>Use the embedded chat from the Dynamics mobile app<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Prerequisites<\/h2>\n\n\n\n<p>Before using the Dynamics 365 integration, you need:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>A Spoki account<\/strong> with an active WhatsApp Business number.<\/li>\n\n\n\n<li><strong>A Microsoft Dynamics 365 environment<\/strong> with the <strong>Contact<\/strong> entity (Sales, Customer Service, or any model-driven app).<\/li>\n\n\n\n<li><strong>Admin rights in Dynamics<\/strong> \u2014 to install the solution, edit the Contact form, and publish changes.<\/li>\n\n\n\n<li><strong>Admin rights in Spoki<\/strong> \u2014 only the account owner can connect the integration and retrieve the signing key.<\/li>\n<\/ol>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Spoki Contacts are WhatsApp-keyed and require a phone number. A Dynamics contact must have a <strong>mobile phone<\/strong> or <strong>business phone<\/strong> populated to open a chat \u2014 email alone is not enough.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Setup<\/h2>\n\n\n\n<p>Setup is a one-time process per Dynamics tenant, in four steps.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1 \u2014 Connect your Dynamics 365 tenant<\/h3>\n\n\n\n<p>In Spoki, go to <strong>Integrations \u2192 Microsoft Dynamics 365<\/strong> and connect the integration.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>You&#8217;ll be redirected to <strong>Microsoft<\/strong> to authorize Spoki (OAuth 2.0 via Microsoft Entra ID).<\/li>\n\n\n\n<li>Sign in with a Dynamics admin account and approve the requested permissions.<\/li>\n\n\n\n<li>On success, you&#8217;re returned to the Spoki integration page and the connection is active.<\/li>\n<\/ol>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>&#8220;By connecting Dynamics 365, you will be able to view the Spoki chat directly in the Dynamics CRM contact form. You will be redirected to Microsoft to authorize Spoki.&#8221;<\/em><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2 \u2014 Install the Spoki solution<\/h3>\n\n\n\n<p>From the integration page, click <strong>Install Spoki Dynamics 365<\/strong> to download the managed solution package (<code>SpokiDynamicsApp.zip<\/code>).<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Import it into Dynamics via <strong>Power Apps Maker \u2192 Solutions \u2192 Import<\/strong> <em>(Soon \u21d2 from Microsoft AppSource)<\/em>.<\/li>\n\n\n\n<li>The solution adds the <strong>SpokiContactCard<\/strong> control (namespace <code>Spoki<\/code>) to your environment.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3 \u2014 Add the control to the Contact form<\/h3>\n\n\n\n<p>In the <strong>Power Apps form designer<\/strong>, edit the Contact main form:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Add the <strong>SpokiContactCard<\/strong> component to the form where you want the chat panel to appear.<\/li>\n\n\n\n<li><strong>Save<\/strong> and <strong>Publish<\/strong> the form.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Step 4 \u2014 Install the signing key<\/h3>\n\n\n\n<p>The signing key authenticates every chat request sent from your Dynamics tenant to Spoki. Copy it from Spoki and paste it into the control.<\/p>\n\n\n\n<p>On the Spoki integration page, copy the <strong>Spoki signing key<\/strong>, then in Dynamics:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>#<\/th><th>Step<\/th><th>What to do<\/th><\/tr><\/thead><tbody><tr><td>1<\/td><td><strong>Open the Contact form<\/strong><\/td><td>In Power Apps form designer, edit the Contact form where the Spoki PCF is installed.<\/td><\/tr><tr><td>2<\/td><td><strong>Select the SpokiContactCard control<\/strong><\/td><td>Click the embedded control to open its properties panel on the right.<\/td><\/tr><tr><td>3<\/td><td><strong>Paste the key<\/strong><\/td><td>On the right panel, paste the signing key value into the <code>spokiSigningKey<\/code> property.<\/td><\/tr><tr><td>4<\/td><td><strong>Save and publish<\/strong><\/td><td>Publish your changes so every user in your organization gets the update.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The signing key is <strong>per-tenant<\/strong>. It is derived from a Spoki master secret that is never exposed \u2014 so even if the key leaks, only your tenant is affected. Anyone with Spoki account-owner access can re-fetch it at any time.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Using the Embedded Chat<\/h2>\n\n\n\n<p>Once setup is complete, open any <strong>Contact<\/strong> in Dynamics 365. The Spoki card appears on the form.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Open Spoki Chat<\/h3>\n\n\n\n<p>Click <strong>Open Spoki Chat<\/strong>. What happens:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Spoki reads the contact&#8217;s phone\/email and name from the record.<\/li>\n\n\n\n<li>It matches (or creates) the corresponding Spoki contact and loads the WhatsApp conversation.<\/li>\n\n\n\n<li>The chat renders <strong>embedded<\/strong> in an iframe directly on the Contact form.<\/li>\n\n\n\n<li>The microphone permission is requested up front so WhatsApp voice calls work inside the chat.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Pop out the chat<\/h3>\n\n\n\n<p>Click <strong>WhatsApp By Spoki \u2197<\/strong> in the chat toolbar to open the same conversation in a separate, correctly-sized browser window \u2014 handy for multitasking while you browse other records.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Close the chat<\/h3>\n\n\n\n<p>Click <strong>Close<\/strong> to collapse the chat and return the card to its initial state.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The conversation is the <strong>same<\/strong> whether viewed embedded, popped out, or inside the main Spoki app. All three share one history.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Contact Matching &amp; Data<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">What Spoki reads from Dynamics<\/h3>\n\n\n\n<p>When you click <strong>Open Spoki Chat<\/strong>, Spoki reads only these fields from the Contact record:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Dynamics field<\/th><th>Used for<\/th><th>Required<\/th><\/tr><\/thead><tbody><tr><td><code>mobilephone<\/code><\/td><td>Primary phone for WhatsApp matching<\/td><td>One phone required<\/td><\/tr><tr><td><code>telephone1<\/code><\/td><td>Fallback business phone<\/td><td>\u2014<\/td><\/tr><tr><td><code>emailaddress1<\/code><\/td><td>Email matching (secondary)<\/td><td>No<\/td><\/tr><tr><td><code>firstname<\/code><\/td><td>Contact&#8217;s first name<\/td><td>No<\/td><\/tr><tr><td><code>lastname<\/code><\/td><td>Contact&#8217;s last name<\/td><td>No<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Spoki also reads the <strong>email\/username of the Dynamics user<\/strong> who clicked the button (for access control and audit). <strong>No other Dynamics field or entity<\/strong> (Opportunities, Cases, Accounts, etc.) is ever read.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How matching works<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Phone takes priority<\/strong>: <code>mobilephone<\/code> is used first, then <code>telephone1<\/code>.<\/li>\n\n\n\n<li>The phone is normalized (whitespace, parentheses, and dashes removed) before matching against your Spoki contacts.<\/li>\n\n\n\n<li>If no Spoki contact exists, one is <strong>created<\/strong> from the Dynamics data (phone, email, first\/last name).<\/li>\n\n\n\n<li>If the contact has <strong>no phone<\/strong>, the chat cannot open \u2014 add <code>mobilephone<\/code> or <code>telephone1<\/code> in Dynamics and try again.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">User Access &amp; Provisioning<\/h2>\n\n\n\n<p>The Dynamics user who clicks the button is mapped to a Spoki user automatically.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Existing Spoki users<\/strong> (matched by email within the account) keep their existing role and permissions.<\/li>\n\n\n\n<li><strong>New users<\/strong> are auto-provisioned as a <strong>Chat Operator<\/strong> \u2014 never an admin.<\/li>\n\n\n\n<li><strong>Cross-account safety<\/strong>: a real Spoki user belonging to a <em>different<\/em> account is never silently linked. Cross-account access remains invitation-only.<\/li>\n\n\n\n<li><strong>Deactivation is respected<\/strong>: if an admin deactivates a Dynamics-provisioned user, that user cannot regain access by clicking the button again.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>To grant a Dynamics user more than chat-operator access, invite them in Spoki (<strong>Users &amp; Roles<\/strong>) using the same email they use in Dynamics.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Security &amp; Privacy<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>OAuth 2.0 via Microsoft Entra ID<\/strong> \u2014 Spoki never sees your Microsoft password. Access and refresh tokens are stored encrypted and never exposed to the browser.<\/li>\n\n\n\n<li><strong>Per-tenant HMAC signing<\/strong> \u2014 every chat request is signed; the backend verifies it against your tenant&#8217;s key, with a short timestamp window to block replay attacks. As an alternative, the control can authenticate with a Dataverse bearer token, validated server-side against your organization.<\/li>\n\n\n\n<li><strong>Read-only on Dynamics<\/strong> \u2014 Spoki cannot modify, delete, or create Dynamics records.<\/li>\n\n\n\n<li><strong>EU data residency<\/strong> \u2014 all processing for this integration happens on Spoki&#8217;s EU infrastructure (AWS Frankfurt, <code>eu-central-1<\/code>).<\/li>\n\n\n\n<li><strong>Audit logging<\/strong> \u2014 each chat-open request (timestamp, organization, user, hashed phone) is logged for security forensics and retained for 90 days.<\/li>\n<\/ul>\n\n\n\n<p>For full data-flow and disclosure details, see the Privacy paragraph for the Dynamics integration and <code>https:\/\/spoki.com\/en\/security<\/code>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Examples<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Example 1 \u2014 Sales rep reaching a prospect<\/h3>\n\n\n\n<p><strong>Scenario<\/strong>: A rep opens a lead&#8217;s Contact record in the Dynamics Sales Hub and wants to send a WhatsApp message.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the Contact \u2192 the Spoki card shows <strong>Open Spoki Chat<\/strong>.<\/li>\n\n\n\n<li>Click it \u2192 the embedded chat loads, filtered to the contact&#8217;s mobile number.<\/li>\n\n\n\n<li>Type and send the message \u2014 it&#8217;s delivered via WhatsApp Business and the conversation is saved in Spoki.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Example 2 \u2014 Support agent reviewing history<\/h3>\n\n\n\n<p><strong>Scenario<\/strong>: A support agent wants the full WhatsApp history while reviewing a contact.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the Contact \u2192 click <strong>Open Spoki Chat<\/strong>.<\/li>\n\n\n\n<li>Click <strong>WhatsApp By Spoki \u2197<\/strong> to pop the chat into its own window.<\/li>\n\n\n\n<li>Browse other Dynamics records side-by-side while keeping the conversation open.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Example 3 \u2014 New contact created on first chat<\/h3>\n\n\n\n<p><strong>Scenario<\/strong>: A Dynamics contact exists but has no Spoki counterpart yet.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Click <strong>Open Spoki Chat<\/strong> on the Contact record.<\/li>\n\n\n\n<li>Spoki creates a matching contact from the Dynamics <code>mobilephone<\/code>, <code>email<\/code>, and name.<\/li>\n\n\n\n<li>The conversation opens; future chats reuse the same Spoki contact.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Best Practices<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Populate a phone number on every contact.<\/strong> WhatsApp needs a phone. Standardize on <code>mobilephone<\/code> (or <code>telephone1<\/code>) in your Dynamics data hygiene rules so reps never hit the &#8220;no phone&#8221; message.<\/li>\n\n\n\n<li><strong>Use international phone format.<\/strong> Store phones in full international format (e.g. <code>+39 333 1234567<\/code>). Spoki normalizes formatting, but the country code must be present to match the right WhatsApp number.<\/li>\n\n\n\n<li><strong>Keep emails consistent for user mapping.<\/strong> Auto-provisioning matches Dynamics users to Spoki users by email. Use the same primary email in both systems so roles and permissions line up.<\/li>\n\n\n\n<li><strong>Publish after every form change.<\/strong> Adding the control or pasting the signing key only takes effect after you <strong>Save and Publish<\/strong> the Contact form in Power Apps.<\/li>\n\n\n\n<li><strong>Grant roles deliberately.<\/strong> Auto-provisioned users get <strong>Chat Operator<\/strong> only. For team leads or admins, invite them explicitly in Spoki <strong>Users &amp; Roles<\/strong> before they use the chat.<\/li>\n\n\n\n<li><strong>Re-fetch the key if chats stop authenticating.<\/strong> If chats suddenly fail to open with an auth error, re-copy the signing key from the Spoki integration page, re-paste it into the control, and publish.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">FAQ<\/h2>\n\n\n\n<p><strong>Where does the chat appear?<\/strong> Embedded directly on the Dynamics Contact form, inside the SpokiContactCard control. You can also pop it out into its own browser window.<\/p>\n\n\n\n<p><strong>Can Spoki change my Dynamics data?<\/strong> No. The integration is strictly read-only \u2014 it reads phone, email, and name when you click the button, and nothing else. It cannot create, update, or delete any Dynamics record.<\/p>\n\n\n\n<p><strong>What if a contact has no phone number?<\/strong> The chat won&#8217;t open. Spoki contacts require a phone for WhatsApp. Add <code>mobilephone<\/code> or <code>telephone1<\/code> to the Dynamics contact, then click the button again.<\/p>\n\n\n\n<p><strong>A contact has both a mobile and a business phone \u2014 which is used?<\/strong> <code>mobilephone<\/code> first, then <code>telephone1<\/code> as a fallback.<\/p>\n\n\n\n<p><strong>Do I need to create Spoki users for everyone in Dynamics?<\/strong> No. Users are auto-provisioned as Chat Operators on first use. Only create\/invite users manually when you need to grant a higher role.<\/p>\n\n\n\n<p><strong>Which permissions does the integration request?<\/strong> OAuth scopes to read your Dynamics organization (Dataverse) and to identify the signed-in user. No write scopes are requested.<\/p>\n\n\n\n<p><strong>What happens when I disconnect?<\/strong> The connection and its keys are removed on the Spoki side. You&#8217;ll also need to <strong>remove the installed solution from Dynamics<\/strong> manually. To reconnect later, you&#8217;ll repeat the full setup.<\/p>\n\n\n\n<p><strong>Is my data sent outside the EU?<\/strong> No. All processing for the Dynamics integration happens on Spoki&#8217;s EU infrastructure (AWS Frankfurt). WhatsApp message transport itself is handled by Meta&#8217;s WhatsApp Business API under Meta&#8217;s terms.<\/p>\n\n\n\n<p><strong>Why does the chat ask for microphone access?<\/strong> So WhatsApp voice calls work inside the embedded chat. The prompt rides your click on <strong>Open Spoki Chat<\/strong>. Denying it does not block messaging.<\/p>\n\n\n\n<p><strong>Can I also sync contacts between Dynamics and Spoki?<\/strong> Yes. Beyond the embedded chat, the integration supports binding Dynamics marketing lists to Spoki lists for scheduled, two-way contact synchronization with configurable direction and conflict resolution. Configure this from the integration&#8217;s sync settings.<\/p>\n\n\n\n<p><strong>The chat fails with an authentication error \u2014 what do I check?<\/strong><\/p>\n\n\n\n<p>The contact has a valid <strong>phone number<\/strong>.<\/p>\n\n\n\n<p>The <strong>signing key<\/strong> in the control matches the current key on the Spoki integration page (re-copy and re-publish if unsure).<\/p>\n\n\n\n<p>The Dynamics tenant is still <strong>connected<\/strong> in Spoki (re-run OAuth if it was disconnected).<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Overview The Dynamics 365 integration lets your team open WhatsApp conversations directly from a Dynamics Contact record. In short, it [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[47],"doc_tag":[],"class_list":["post-11539","docs","type-docs","status-publish","hentry","doc_category-integrations"],"year_month":"2026-07","word_count":1890,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Daniele Intermite","author_nicename":"daniele-intermite","author_url":"https:\/\/support.spoki.com\/en\/author\/daniele-intermite\/"},"doc_category_info":[{"term_name":"Integrations","term_url":"https:\/\/support.spoki.com\/en\/docs-category\/integrations\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Microsoft Dynamics 365 Integration - Supporto Spoki<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.spoki.com\/en\/docs\/integrations\/microsoft-dynamics-365-integration\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Microsoft Dynamics 365 Integration - Supporto Spoki\" \/>\n<meta property=\"og:description\" content=\"Overview The Dynamics 365 integration lets your team open WhatsApp conversations directly from a Dynamics Contact record. 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