By connecting Microsoft Dynamics 365, your agent can sync leads and opportunities from your conversations with your Dataverse environment, and you gain tools so the agent can look up and write to Dynamics while chatting with a customer — for example, checking whether a contact with that email already exists before creating a duplicate one.
This integration activates two independent surfaces, explained in detail in sections 5 and 7:
- Three panel actions (section 5) — things that happen in the background when something occurs on your Platform: a new lead, a stage change, a resolved conversation.
- Eight AI agent tools (section 7) — operations the agent can invoke on its own during a conversation (search, create or update contacts and opportunities, add notes).
Both surfaces are born off until you turn them on — nothing syncs and the agent doesn’t touch Dynamics until you decide so.