Skip to main content
Connecting Microsoft Dynamics 365 takes your environment URL and a Microsoft sign-in. One connection covers both contact sync and agent functions: your agents work your Contacts, Tasks, and Notes live, and Retell keeps the records current. This page covers what you need on the Microsoft side and how to connect.

​
When to use it

Connect Dynamics 365 when it’s your system of record and you want your agents working from it without anyone copying data between tools. It’s the right choice when you want to:
  • Call or text people who already exist in Dynamics. Contacts sync into Retell automatically, so your agent greets callers by name and knows their details instead of asking.
  • Keep Dynamics current without manual data entry. Analysis results from each conversation write back to fields on the Contact record.
  • Give your team call history where they already work. Each call lands on the Contact’s timeline as a completed Phone Call activity; each chat lands as a Task.
Your agents can also look up and manage Contacts, Tasks, and Notes through integration tools. For example, a home-services company syncs its Dynamics Contacts into Retell. Its outbound reminder agent greets each customer by name, confirms tomorrow’s appointment window, writes the confirmed time back to the Contact, and the call lands on the timeline as a completed Phone Call activity.

​
Prerequisites

  • A Dynamics 365 environment on Dataverse (Retell talks to its Web API, /api/data/v9.2).
  • A Microsoft work account with access to that environment, holding a security role that can read and write Contacts, Tasks, Phone Calls, and Notes.
  • Retell acts as whoever signs in, so tasks and activities it creates are attributed to that account. Use a dedicated integration user rather than a person’s account, so the connection doesn’t break when someone changes roles or leaves.

​
Step 1: Find your environment URL

Retell needs the environment’s Dataverse URL, which looks like https://your-org.crm.dynamics.com (the region segment varies, for example crm4 or crm11).
  • The easiest place to read it is your browser’s address bar while you’re using the Dynamics app — everything up to and including .dynamics.com.
  • Admins can also find it in the Power Platform admin center under Environments, as the environment’s Environment URL.
A Dynamics 365 Customer Service Hub dashboard open in a browser. The address bar is highlighted with a blue ring, showing an environment URL ending in .crm.dynamics.com with the organization's subdomain redacted. The dashboard's case data is also redacted.

Reading the environment URL from the browser's address bar.

Enter just the origin, with no path after .dynamics.com.

​
Step 2: Connect Dynamics 365 in Retell

1

Add the connection

In the Retell Dashboard, open Integrations, select the Available tab, find Microsoft Dynamics 365, and click Connect (Add Account if a connection already exists).
2

Enter the environment URL and sign in

Fill in the fields:
Retell's Microsoft Dynamics 365 connection dialog on its Connect tab, with a Functions tab beside it. It has a Connection name field prefilled with Microsoft Dynamics 365 - OAuth and a Dynamics environment URL field with the placeholder https://your-org.crm.dynamics.com, above a Need help finding your credentials link and Cancel and Add Account buttons.

The Microsoft Dynamics 365 connection dialog: environment URL, then an OAuth sign-in.

Click Connect (Add Account if a connection already exists). A Microsoft sign-in window opens; sign in with the integration account and accept the requested access. Retell stores a refresh token, so nobody has to sign in again.
If your organization restricts which apps users may consent to, Microsoft shows an approval-required message instead of the consent screen. A Microsoft Entra admin then has to grant consent for Retell before the connection can complete.
3

Verify it worked

Retell tests the connection by calling the environment’s WhoAmI endpoint as the signed-in user. On success the connection appears on the Connected tab and the dialog offers Set up contact sync — see Dynamics 365 contact sync to import your Contacts, or start using agent functions right away.

​
Troubleshooting

The signed-in account can authenticate against Microsoft without having access to the environment you entered. Confirm the account can open that environment in a browser, and that the URL is the environment’s own Dataverse origin with nothing after .dynamics.com.
Your organization requires admin consent for new apps. Ask a Microsoft Entra admin to grant consent for Retell, then connect again. Separately, Power Platform admins can restrict which client apps may access a specific environment — if consent is granted but calls are still refused, check the environment’s app access controls in the Power Platform admin center.
Retell flags a connection as errored when Microsoft rejects the stored token — typically because the integration account’s password was reset, the account was disabled, or an admin revoked the app’s access. Open the connection’s settings and click Reconnect to sign in again with a working account.

​
FAQ

Everything Retell creates is owned by the account that signed in when connecting. That’s why a dedicated integration user is worth setting up: the timeline then reads “Retell integration” rather than a teammate’s name.
Yes, add one connection per environment. Only one CRM connection in your workspace can drive contact sync at a time, across every provider — the Contact sync toggle in a connection’s settings decides which one. Integration tools work on every connection.

​
Next steps

Dynamics 365 contact sync

Import your Dynamics Contacts, write analysis results back, and log calls on the Contact’s timeline.

Dynamics 365 agent functions

Look up callers, update Contacts, and create Tasks and Notes mid-conversation.

Integrations overview

See every provider Retell connects to and how integration tools work.

CRM integrations

How contact sync, analysis mapping, and activity logging work across CRM providers.