Skip to content
DrömlikDocs
sv

Microsoft Dynamics 365 integration

Last updated: 2026-06-15

Drömlik's Microsoft Dynamics 365 integration links your phone system to Microsoft Dynamics 365 so agents can call contacts straight from the CRM, see who's calling before they pick up, and have every conversation written back as an activity. Setup takes roughly 15 minutes.

Before you begin

  • Administrator access to your Drömlik account.
  • A Microsoft Dynamics 365 account with admin rights (needed once, to authorise the connection).
  • Each Drömlik user who needs the integration must also have a Microsoft Dynamics 365 login.

Authentication

Drömlik connects to Microsoft Dynamics 365 using OAuth 2.0 via Microsoft Entra ID. You authorise once at the tenant level; individual users sign in to Microsoft Dynamics 365 from the Drömlik App the first time they use the integration.

Set it up

  1. 1

    Open the integration page

    In the Drömlik admin console, go to Integrations → CRM → Microsoft Dynamics 365.

  2. 2

    Authorise the connection

    Click Authorise. You'll be redirected to Microsoft Dynamics 365 to sign in and approve the requested permissions. When you come back, Drömlik confirms the connection is live.

  3. 3

    Map contact types

    Choose which Microsoft Dynamics 365 record types Drömlik should match against on inbound calls (typically Contacts and Leads, sometimes Accounts).

  4. 4

    Configure call journaling

    Pick what gets written back after each call: activity type, whether to attach the recording link, and whether unanswered calls also generate an entry.

  5. 5

    Assign users

    Toggle the integration on for the extensions that need it. Each user then signs in to Microsoft Dynamics 365 from the Drömlik App once and they're done.

What users see

  • Inbound: the Drömlik App shows the matching Microsoft Dynamics 365 contact and a one-click link to open the record.
  • Outbound: click any phone number in Microsoft Dynamics 365 to dial it through Drömlik.
  • After the call: an activity appears in Microsoft Dynamics 365 with duration, direction, notes and (optionally) the recording link.

Troubleshooting

The pop-up doesn't appear. Check that the user has signed in to Microsoft Dynamics 365 from the Drömlik App and that their extension has the integration toggled on.

Activities aren't written back. The authorising admin's Microsoft Dynamics 365 token may have expired or had its scope reduced. Re-authorise from the integration page.

Wrong contact shows up. Number formatting in Microsoft Dynamics 365 doesn't match E.164. Either normalise the numbers in Microsoft Dynamics 365 or enable Drömlik's loose-match option on the integration page.