Microsoft Teams and Dynamics 365 are designed to work together. Within Dynamics 365 Sales, users can chat through Teams directly from records, making it easier to discuss leads and opportunities without switching between screens or tabs. Sellers can also place and receive calls within Dynamics 365 Sales while viewing relevant contact and account information. This creates a more connected experience before, during, and after a meeting. After a call, the integration can record the conversation, save the transcript and notes to the record timeline, and generate AI-based insights and follow-up tasks through Conversation Intelligence.

Licensing and availability

The integration is available across several Dynamics 365 applications, including Sales, Customer Service, Field Service, Marketing, and Project Service Automation. Users need both a Microsoft Teams license and an eligible Dynamics 365 license, such as:

• Sales Premium
• Sales Enterprise
• Sales Professional
• Team Member
• Customer Engagement

At the time of this demonstration, some of the integration features were in preview.

Enable Teams meetings in Dynamics 365 Sales

Begin in Sales Hub and open App Settings. From there, navigate to Teams Meetings preview and enable the option to show Dynamics 365 data in Teams meetings. If you want meetings created in Dynamics 365 to appear in Outlook and Teams, configure calendar synchronization in Advanced Settings and enable the option to add and join Teams meetings. Additional configuration may also be required in the Power Platform admin center.

Configure Teams calling and conversation intelligence

In the Teams calls settings, enable Teams calling, recording, real-time transcripts, and insights. Next, open Sales Insights settings. Under Productivity, select Conversation Intelligence. Available settings include:

• Enabling recordings for selected or all security roles
• Choosing manual or automatic recording
• Providing recording notifications to customers
• Configuring call-recording storage
• Tracking competitors by keyword or name
• Tracking other important keywords
• Enabling call summaries
• Managing consent, privacy, license usage, and upcoming features

Keep customer recording notifications enabled so participants know when a call is being recorded.

Use the dialer in Sales Accelerator

Sales Accelerator provides access to work items, contact information, and the Teams dialer in one place. When a Teams call comes in, a notification appears in the lower-right corner of Dynamics 365, allowing the seller to answer from within the application. A phone-call panel then opens. If the caller’s number is associated with an existing record, Dynamics 365 creates a phone-call activity on that record’s timeline. If the number is not associated with a record, an activity is still created. This automation reduces manual work such as creating activities and adding them to timelines.

Capture information during the call

During a call, users can enable recording and analysis, take notes, and view a real-time transcript. Configured keywords and competitor names can be highlighted in the transcript, helping the seller recognize important topics as they arise. Having customer and account data next to the call controls also makes it easier to stay informed without moving between applications.

Review AI-powered insights after the call

After a call ends, conversation intelligence saves the transcript and generates a call summary. The call overview can include:

• The call recording and transcript
• Notes captured from the conversation
• Suggested action items
• Mentions and tracked keywords
• Positive, neutral, and negative sentiment indicators

Selecting an action item can take the user to the relevant portion of the transcript. Users can also initiate a follow-up email from the action item, helping them move from analysis to action quickly.

Plan security permissions

An administrator must grant users permission to access the Teams integration and view Conversation Intelligence for their own calls or other sellers’ calls. Organizations can add these permissions to existing sales security roles with different levels of access. For example, administrators and sellers might receive permission to place and receive calls and use conversation intelligence, while other sales associates might receive view-only access to call insights. Another option is to create dedicated permission sets, such as:

• Teams integration full access
• Teams integration view intelligence only

These permission sets can be assigned independently of existing job-based security roles. Organizations can also create a custom role with a clear name, such as Salesperson with Teams Call, to make access easier to identify and manage.

Consider recording retention

At the time of this demonstration, recordings were saved for up to six months. Organizations should review Conversation Intelligence results and retain any needed information before the recording is removed.

Make sales calls more productive

The Teams integration helps sellers keep call controls, customer records, notes, transcripts, and insights in one place. This reduces the need to move between screens during a conversation. Conversation Intelligence can help sellers review meetings, identify highlights and important keywords, generate summaries, and create suggested tasks. After the meeting, sellers can quickly determine next steps without replaying the entire recording, while still having access to the transcript and recording when needed. By reducing manual work and keeping relevant information together, the integration can help sales teams conduct more organized calls, respond more effectively, and create a smoother customer experience.