Microsoft Dynamics 365 + voice agent: a real case
A company with Dynamics and Teams has all the customer information in the CRM and all the conversation on the phone, and there is nothing linking the two. The salesperson answering a call doesn’t see the history, and what is said on the call never reaches the CRM.
The short answer: yes, it can be done. Microsoft Dynamics 365 has a public API and an AI agent can connect to it today so your calls and WhatsApp conversations are handled and recorded without manual work. At Veltim we design and implement this integration: the first call is free and the quote is fixed. The rest of the article explains how.
Dynamics 365 is Microsoft's CRM and ERP suite, the natural choice for companies already working on Microsoft 365 and Teams because it shares identity, permissions and data with the rest of the environment.
What the Microsoft Dynamics 365 API allows
Its API is the Dataverse Web API, a REST service with OData on which accounts, contacts, opportunities, cases and activities are read and written. Authentication is via Microsoft Entra ID, the same one your team uses to sign into Microsoft 365, so permissions are managed where you already manage them.
That the API is public and documented matters more than it seems: it means the integration does not depend on tricks or opaque connectors, but on an official contract that the platform itself maintains. The full reference is in the Microsoft Dynamics 365 developer documentation.
How we solve it with Microsoft Dynamics 365
The agent identifies the caller by their phone number in Dataverse and starts the conversation already knowing who they are, what they have contracted and whether there is an open case. When the call ends, the call is recorded as an activity against the contact, with its summary, and if appropriate an opportunity or support case is created. The salesperson stops reconstructing by hand what happened on the phone.
The principle is always the same: the AI agent handles the conversation and Microsoft Dynamics 365 learns about it automatically. No jotting things down on paper to transfer later, no leads getting lost between the phone and the CRM.
This integration is most effective in medium-sized companies that already live in the Microsoft environment and want the phone to stop being an information black hole.
What you should know beforehand
Dynamics is highly customizable, and that is both its virtue and its complication: every deployment has its own entities and fields, so the integration is adjusted to each company’s concrete data model rather than assuming a standard one. We address this by mapping first the entities that are actually used, which are almost never all the ones that exist.
Let this be clear: none of these points prevents the integration. They are design decisions we resolve before connecting anything, and that is why the quote we give is fixed: the tool’s limits are already accounted for. The rule is design first and connect later: which records the agent creates, which it updates, and what always remains in the team’s hands.
Frequently asked questions
Does it work with our customized Dynamics installation?
Yes. The Dataverse Web API also exposes the custom entities and fields your company has created, so the agent writes into your real data model, not a generic one.
Are the agent’s permissions the same as a user’s?
An application user is assigned with its security role, just like any Dynamics integration. You can restrict it to the entities you want and review or revoke it from the same place where you manage the rest of access.
Do I have to change tools to work with Veltim?
No. The integration is built on what you already use: the advantage of tools with a public API like Microsoft Dynamics 365 is precisely that they do not force any migration.
Who does this integration and how much does it cost?
It is designed and implemented by Veltim, an AI automation agency in Madrid that works remotely across Spain. The price depends on your volume and what needs to be connected: in a free call we review your Microsoft Dynamics 365 account and give you a fixed quote with concrete timelines.
Microsoft Dynamics 365 is a registered trademark of its owner. Veltim is not affiliated with nor sponsored by the trademark: this article describes a technical integration through its public API.
Do you use Microsoft Dynamics 365 and want your calls and WhatsApp messages to be recorded automatically? Tell us about your case and we will review it on your real account. You have the full catalogue of tools we connect at integrations, and you can also see how our voice agents and chatbots work or read customer cases.
Kevin Rojas — Fundador de Veltim. Programador e ingeniero de IA: agentes de voz, chatbots de WhatsApp e integraciones con CRM para negocios reales. LinkedIn · YouTube · Sobre Veltim
Contact: veltim.com · Phone: +34 623 05 08 56 · Madrid, Spain.