Graia CCaaS CRM integration with Microsoft Dynamics 365

The integration of Graia CCaaS with Microsoft Dynamics 365 harnesses the power of the Dynamics Channel Integration Framework to seamlessly incorporate advanced contact center functionalities directly within the CRM environment. This comprehensive solution enriches Microsoft Dynamics 365 with voice, chat and email capabilities, allowing for a more streamlined and efficient agent and customer experience.

User experience

Agents can manage their entire workflow directly within Microsoft Dynamics 365, without the need for toggling between different interfaces.

This integrated approach not only simplifies the agent's workflow by consolidating all necessary functionalities into one interface but also enhances the overall efficiency of the contact center operations. By embedding these capabilities directly within Microsoft Dynamics 365, agents are afforded a more intuitive and cohesive user experience, allowing them to focus more on delivering exceptional customer service with less concern for navigating between different systems.

Inbound conversation

Upon receiving a routed call or email conversation, the CRM integration performs a contact search using the call number or email address of the sender. This can lead to three outcomes:

  • No match: Upon clicking the unknown contact in the CRM properties panel, the system will display a new contact creation form that agents must complete with all necessary details as per their workflow. Subsequently, within the Graia CCaaS CRM integration, agents must update the contact selection. Following this update, the system will generate the conversation log, be it a phone activity or a task.
  • Single match: The system will display a pop-up of the contact and the conversation log.
  • Multiple matches: Agents can choose the appropriate contact from the list, with the option to preview each contact by clicking on the contact name. After identifying the correct customer in the CRM, agents must click the select button within the integration, prompting a new phone call or task activity to appear.

The phone activity log is enriched with details including the sender, recipient, call direction, and duration of the conversation. The task log contains the related contact and the email task duration. Additional data like queue time, agent ID, and disposition code can be integrated into the conversation log entity through CRM configuration field mappings accessible on the Graia CCaaS portal (see below).

Outbound conversation

For outbound calls, agents click on the phone icon adjacent to the contact number, triggering an outbound call via the configured Graia CCaaS voice channel. If multiple agent workspaces are set up, the agent will need to select one. The subsequent flow mirrors that of an inbound call.

Closing a conversation

At the conclusion of a conversation (whether terminated by the customer or the agent), agents must select a closure code from the list and add any necessary notes in the integration window. Following this, the CRM activity will be synchronized with the closure code, notes, and the duration of the conversation (if it was configured on the Portal).

Configuring Graia CCaaS CRM Connector in Graia CCaaS

  1. Navigate to the Graia CCaaS Admin Portal and access the Integration section.
  2. Choose the CRM integration option.
  3. Click on "Create."
  4. Select Dynamics as the service provider.
  5. Decide if you want Dynamics entities (contacts, phone calls) to open in a new tab and if the conversation log should close automatically once the work item is completed.
  6. Complete the Phone Call field mapping (optional). Here, you can incorporate additional details, such as queue time, into your conversation logs. Note that these fields must first be established in Dynamics. Please consult your IT administrator to create these fields and ensure their data types match the information provided by Graia CCaaS.
  7. Complete the Task field mapping (optional).
  8. You have now completed the setup on the Graia CCaaS side!

Configuring Graia CCaaS CRM Connector for Microsoft Dynamics 365

Creating the Dynamics application

This section is optional. If you already have an application configured in Dynamics that you'd like to configure the Graia CCaaS CRM into (like Customer Service Hub), just proceed to the next chapter.

  1. Once logged into the Dynamics environment, click the Create New App button.
  2. Provide a readable name (eg. Graia CCaaS Contact Center), and a unique internal name (eg: be_cc_crm).
  3. Configure the image and description according to your needs, then click Done, you will be redirected to a designer page.
  4. In the designer section, click Entities and add Account and Contact. More entities can be added depending on the business requirement.
  5. Click Save, then click the pen icon for the Site Map entry.
  6. Click Add and select New Area, then click Add again and select Group. Provide a unique name for this newly created area and group.
  7. Click the Add button once more and select Subarea.
  8. In the right side of the screen, the Properties tab will be open. For the purpose of this document, we will use 2 specific subareas, but these can be different depending on the business case.
  9. In the Properties tab, set the Type to Entity and set the Entity to Account.
  10. Add another Subarea, but this time set the Entity to Contact.
  11. Click Save, then click Publish.
  12. Click Publish for the application as well.

Configuring the channel integration provider

  1. In Dynamics, navigate to Channel Integration Framework. If it's not present, please configure it following the official Microsoft documentation: Configure channel providers for your Dynamics 365 organization.
  2. Click the +New button.
  3. Provide a Name, such as Graia CCaaS CC.
  4. Provide a Label, such as Graia CCaaS.
  5. Set the Channel URL to https://agent.graia.ai/crm
  6. Set the Enable Outbound Communication field to Yes.
  7. Set the Channel Order field to 1, unless business requirement states otherwise.
  8. Set the Trusted Domain to https://agent.graia.ai/.
  9. Under the Select Unified Interface Apps for the channel, click the drop-down button and select an already created application. (See above for instructions if you need to create one)
  10. Additionally, roles can be configured for the channel, but we are treating it as optional in this document.
  11. Click Save & Close.

Questions and answers

How do I use the application?

Simply click the application from Dynamics home page, then click the Login button in the Graia CCaaS CRM application.

Why do I get an error when I try to login?

This usually happens when the Dynamics user is not registered in the Graia CCaaS User Manager. You can click "Sign In with a different account" and login with a valid Graia CCaaS account.

Can I manually type in phone numbers for outbound dialing?

No, there is no "lookup" mode in the Graia CCaaS CRM Connector application, we currently support click-to-dial only.

Will I get a notification if a chat arrives?

Yes. The Graia CCaaS CRM Connector application will open-up automatically, showing an unread message counter.