ProProfs Live Chat Integration with MS Dynamics 365 helps in reaching out to website visitors proactively to drive more sales. Use Microsoft Dynamics 365 CRM to assemble leads and cases, expand email marketing lists, and monitor sales!
Field mapping is required to send the data (values collected from multiple channels like pre-chat form, custom variables, chat transcripts, etc.) to their corresponding fields in the MS Dynamics CRM.
These values help in generating the three main components of this integration:
1. Case (used to track a customer request, question, or issue),
2. Contact (a customer, supplier, or colleague), and
3. Lead (a prospective customer for your product/service).
There are three types of integrations between MS Dynamics and ProProfs Live Chat:
Requirements For MS Dynamics On-premise integration:
Step 1: From your ProProfs Live Chat dashboard, go to Settings >> Integrations >> CRM and enable Microsoft Dynamics.
Step 2: Enter the details as required below:
The integration with MS Dynamics CRM On-Premise is now complete. When you log in to your MS Dynamics account, the user data (name, email, phone number, chat transcripts, etc.) will get added to MS Dynamics as Contacts, Cases, and Leads.
To integrate MS Dynamics Online with ProProfs Live Chat, you'll first require the organization's service URL. To get that, log in to your MS Dynamics portal and copy the highlighted part of the URL, as shown in the screenshot below. Once done, follow the above steps 1 and 2 to finish the integration process.
Step 1: From your ProProfs Live Chat dashboard, go to Settings >> Integrations >> CRM and enable Microsoft Dynamics.
Step 2: Disable the Automatic Create option and save.
Now, when you're chatting with a website visitor or a potential customer, you can click Create Lead to manually create a lead or Create Case to manually create a case.
Enter the details such as the Title, Name, Email, Type, and click Create.
Once this is done, the user data (name, email, phone number, chat transcripts, etc.) will get added to MS Dynamics as Contacts, Cases, and Leads.