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How to Integrate MS Dynamics With ProProfs Live Chat

 

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!

 

Once the integration is done, basic information such as the name and email, are automatically sent to their respective standard fields in the MS Dynamics CRM. For custom field mapping, you may contact our customer care.

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:

  1. MS Dynamics CRM On-Premise integration with ProProfs Live Chat
  2. MS Dynamics CRM Online (MS Dynamics 365) integration with ProProfs Live Chat
  3. Manual lead generation with both the On-Premise/Online CRM integration with ProProfs Live Chat

 

Here's how to integrate MS Dynamics CRM On-Premise with ProProfs Live Chat:

 

Requirements For MS Dynamics On-premise integration:

  1. The server must be HTTPS enabled.
  2. To install MS Dynamics choose a domain (e.g., https://proprofs.api.crm.dynamics.com)
  3. For integration use the MS Dynamics admin account.
  4. To store contacts in the CRM, you need to add the Name and Email field in the pre-chat form.
  5. On-Premise subscription with an internet-facing deployment.

 

Step 1: From your ProProfs Live Chat dashboard, go to Settings >> Integrations >> CRM and enable Microsoft Dynamics.

 

Live Chat integration

 

Step 2: Enter the details as required below:

  • Dynamics CRM URL: Enter your MS Dynamics URL (Example: https://yoururl .dynamics.com).
  • User ID/Email: Username or email ID of the MS Dynamics account to perform the integration.
  • Password: Password of the MS Dynamics account to establish the connection.
  • Enable On-Premise to confirm that this is MS Dynamics CRM On-Premise.
  • Enable Create Contacts, Create Leads, Create Cases.
  • Enable Automatic Create if you want Leads to be created automatically. Once done, save.

 

Enable MS Dynamics integration

 

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.

 

MS Dynamics

 

Here's how to enable manual lead and case during the integration process of MS Dynamics CRM and ProProfs Live Chat:

 

Step 1: From your ProProfs Live Chat dashboard, go to Settings >> Integrations >> CRM and enable Microsoft Dynamics.

 

Live Chat integration

 

Step 2: Disable the Automatic Create option and save.

 

MS Dynamics integration 

 

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.

 

Operator chat window

 

Enter the details such as the Title, Name, Email, Type, and click Create.

 

Create leads with MS Dynamics integration with Live Chat

 

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.