Setup guide · Dynamics 365
Connect Microsoft Dynamics 365 to Bloom AI
From zero to your first synced calls: prepare the account, connect Dynamics 365, then choose your rules.
Set up
Before you start
Two checks on each side, and most blockers are out of the way.
In Bloom AI
- You are an owner or an admin of the organization.
- The organization has a paid plan or an active trial.
In Dynamics 365
- You have a Microsoft work account in the environment, with the System Administrator role or a role that carries the privileges of the next step.
- The environment isn't linked to another Bloom AI organization.
Nothing to install in Dynamics 365: no solution, no column. Bloom AI only uses its standard tables: contacts, phone calls and appointments.
Set up
Prepare Dynamics 365
Done in
Dynamics 365
Bloom AI writes to Dynamics 365 with the privileges of the account that connects it. Pick that account, check its role, then note the environment address.
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Pick the account that connects
An account that can log the whole team's activity: Bloom AI assigns each activity to the rep, then reads it back or deletes it.
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Check its security role
The System Administrator role already carries the privileges shown. Otherwise, create a dedicated role with exactly these, at Organization level, and assign it to that account.
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Copy the environment address
Open Dynamics 365 and copy the full address of the page. It contains .crm, then .dynamics.com: for instance https://your-organization.crm3.dynamics.com.
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Or find it in the admin center
In the Power Platform admin center, open Environments, then your environment: the address is under Environment URL.
Everything at Organization level
A contact read privilege limited to the user or the business unit hides other people's contacts from Bloom AI: it wouldn't find them, and the “Create the contact” rule would create them twice.
Microsoft shows “Approval required”?
Your organization doesn't let users approve an app. A Global Administrator approves Bloom AI for the whole organization by ticking Consent on behalf of your organization. Then the account picked above connects again: otherwise, Bloom AI would write with the Global Administrator's privileges.
Set up
Connect Dynamics 365
Done in
Bloom AI
Dynamics 365
Nothing gets installed in Dynamics 365: you authorize Bloom AI at Microsoft, for this environment only.
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Open Integrations
Bloom AI
Dynamics 365
In your dashboard, open the Integrations section.
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Paste the environment address
Bloom AI
Dynamics 365
In the Dynamics 365 tile, paste it under Address of your Dynamics 365 environment, then click Connect Dynamics 365.
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Pick the account, then accept
Bloom AI
Dynamics 365
Microsoft asks which account to use, even if you're already signed in. Pick the one prepared above (“Use another account” if it isn't offered), review the requested access, then accept.
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Check the connection
Bloom AI
Dynamics 365
You're back in Bloom AI: the connection shows Connected and the name of the Dynamics 365 environment.
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Check your reps
Bloom AI
Dynamics 365
In Reps and Dynamics 365 users, each rep is linked to their Dynamics 365 user by email. Link the remaining ones by hand.
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Choose your rules
Bloom AI
Dynamics 365
What goes to Dynamics 365, and what happens when information is missing: that is the next step.
Only calls and meetings that happen after you connect are synced. Earlier history stays in Bloom AI.
Set up
Set your rules
Done in
Bloom AI
Five settings, in the Rules card of the Integrations section. Only owners and admins can change them.
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Sync calls
Every answered call becomes a completed phone call, with its recap.
Default On
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Sync meetings
Every meeting recorded in Bloom AI becomes a completed appointment, with its recap. A meeting with no phone number stays in Bloom AI.
Default On
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Also sync unanswered calls
Keeps a trace of every call left unanswered. Dynamics 365 has no “outcome” field, so it shows as a 0-minute call, with no recap. Only when calls are synced.
Default Off
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Rep not linked to Dynamics 365
Keep their calls on hold, or assign them to whoever connected Dynamics 365.
Default On hold
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Number not in Dynamics 365
Ask the rep to pick the contact, or create the contact in Dynamics 365.
Default The rep picks
Who can pick a contact?
Owners and admins handle the whole queue. A rep can also pick the contact for one of their own blocked calls.
Understand
How Bloom AI finds the right contact
By phone number: Bloom AI looks it up among active contacts, in their phone fields (business, home, telephone 3 and mobile), then attaches the activity to that contact and to the rep's Dynamics 365 user.
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The rep, by email
Each rep is linked to their Dynamics 365 user by email address. An admin links the ones that aren't by hand, in “Reps and Dynamics 365 users”.
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The contact, by number
Once found, a number stays linked to its contact. You can reset that link at any time, in “Numbers and contacts”.
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When in doubt, Bloom AI asks
When several contacts share a number, or a number is unknown, the conversation waits in “To handle” for a person to choose, instead of guessing.
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A merged or deactivated contact
It keeps receiving the calls of the number linked to it. Reset that link in “Numbers and contacts”: the next call finds the active contact.
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Leads, not yet
Bloom AI attaches each conversation to a contact. A number known only from a lead is treated as not in Dynamics 365.
Understand
What Bloom AI creates in Dynamics 365
Everything Bloom AI writes to your environment. Nothing else.
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A completed phone call
For each synced call, regarding the contact and owned by the rep's Dynamics 365 user: direction, date, duration, number, whether a voicemail was left, and the recap in the description.
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A completed appointment
For each synced meeting, regarding the contact and owned by the rep's Dynamics 365 user: title, start and end time, attendees, and the recap in the description.
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The recap, in the description
A chronological rundown (five key moments at most), key topics, next steps as text, and a “meeting booked” flag.
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A contact, if you allow it
Only when the “Number not in Dynamics 365” rule is set to Create the contact, and after looking the number up in Dynamics 365: first name, last name and business phone. It is owned by the account that connected Bloom AI.
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An id computed by Bloom AI
Each record is created under an id Bloom AI computes itself: that is what guarantees nothing is synced twice. No column and no solution are added.
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A deletion, if you delete the call
When a call is deleted by hand in Bloom AI, its activity is deleted in Dynamics 365 too. Bloom AI never deletes a contact.
Nothing else leaves Bloom AI: no recording, no transcript, no scores. Bloom AI creates no Dynamics 365 opportunities or tasks, and changes no field on your existing contacts.
Keep the role's privileges
If a privilege is removed from the connected account's role, the following conversations wait in “To handle” with their reason. Give the privilege back, at Organization level, then click Retry: nothing is lost or created twice.
Understand
Requested access
Microsoft's authorization screen lists them. Here is what each one is for.
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Dynamics 365 (access as you)
Find the contact for a number, create the activities and, if you allow it, the contacts, and read the list of users.
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Offline access
Keep syncing when nobody is signed in to Bloom AI.
This access only covers the environment whose address you gave, and Bloom AI never has more privileges there than the chosen account. To link another environment, disconnect this one first.
Fix and manage
If a call doesn't arrive in Dynamics 365
Done in
Bloom AI
A blocked call shows up in the To handle card of the Integrations section, with its reason and a button. Fix the cause, then retry: nothing is created twice, nothing gets lost. Find the message you see in the app below and open it to know what to do.
In the “To handle” card
Button in Bloom AI Find the contact
What to do Pick the contact by searching their name, or allow Bloom AI to create unknown contacts in the Rules. A number known only from a lead also lands here.
Button in Bloom AI Find the contact
What to do Pick the right contact: Bloom AI never guesses between two records.
Button in Bloom AI Find the contact
What to do Pick the contact yourself, by searching their name.
Button in Bloom AI Link the rep
What to do Link them to their Dynamics 365 user, or change the “Rep not linked to Dynamics 365” rule.
Button in Bloom AI Retry
What to do A privilege is missing from the connected account's role: give it back, at Organization level, then retry.
Button in Bloom AI Retry
What to do A rule of your environment, a plug-in for instance, refuses the activity: adjust it, then retry.
Button in Bloom AI Retry
What to do Retry. If it keeps failing, contact us with the date of the call.
Button in Bloom AI Stop watching
What to do Nothing to do: Bloom AI is checking the deletion. Only stop watching if you already deleted the activity yourself.
When connecting
Why The pasted address isn't that of a Dynamics 365 environment in Microsoft's commercial cloud.
What to do Copy the address of the Dynamics 365 page, or the Environment URL in the Power Platform admin center. Government and sovereign clouds aren't supported.
Why The connection was cancelled at Microsoft, often on the “Approval required” screen.
What to do Have a Global Administrator approve Bloom AI, then connect again with the prepared account.
Why A Dynamics 365 environment can be linked to a single Bloom AI organization.
What to do Pick another environment, or disconnect it from the other organization first.
Why An organization connects one CRM at a time.
What to do Disconnect the current CRM, then connect Dynamics 365.
Why Your role in Bloom AI can't connect a CRM.
What to do Ask an owner or an admin to do it.
Why Your organization has no active paid plan or trial, or the integration was turned off for it.
What to do Contact us.
Why Bloom AI's approval was removed, the connected account disabled or its sessions revoked, or nothing was synced for 90 days. Bloom AI also lets you know by email.
What to do Click Reconnect Dynamics 365 within 30 days, with the prepared account.
Why The reconnection didn't happen within 30 days.
What to do Connect Dynamics 365 again. Syncing restarts from that moment: calls from the gap won't be sent.
Fix and manage
Disconnect Dynamics 365
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From Bloom AI
Integrations section, then Disconnect. Bloom AI stops syncing and forgets its access. Activities already created stay in Dynamics 365, and operations still pending are dropped, including the deletions Bloom AI was still watching.
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Remove the approval too
Microsoft doesn't let an app withdraw its own approval. To remove it, an admin deletes Bloom AI from the Enterprise applications of Microsoft Entra.
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If access is removed on Microsoft's side
Approval removed, account disabled, sessions revoked or 90 days without syncing: Bloom AI shows Reconnection required and lets you know by email. Calls are kept for 30 days: reconnect before then for them to go out.
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If you reconnect later
After a disconnection, syncing restarts from the moment you reconnect. Calls and meetings from the gap are never sent.
A question about your setup?
Our team helps you connect Dynamics 365 and set your rules.