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Email handoffs flow into Dynamics 365 as . Reps work them from the Customer Service app in the queue you configure.

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Pre-requisites

Set up email forwarding into OpenCX first. Dynamics handoff has nothing to route until emails reach OpenCX — see Connect Email.

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How conversations land in Dynamics 365

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Setting up

1

Confirm email forwarding passes the connection test

In your OpenCX dashboard, the email channel status should show Active. If not, revisit Connect Email.
2

Confirm Dynamics is connected

The Dynamics 365 card on your Settings → Integrations should show Active.
3

Set the default queue and priority

In the OpenCX Dynamics settings, set default_queue_id to the Dynamics queue your email team works from. Optionally set default_owner_id and default_priority.
4

Map any custom Dynamics fields

If your reps expect certain fields populated on every incident (e.g. casetypecode, customerpriority, a custom picklist), add them to ticket_properties as a JSON object. Use integer option-set values, not label text.
5

Trigger a test handoff

Email your forwarding address with a question the AI can’t resolve. After the AI hands off, the incident appears in Dynamics in the configured queue with the transcript in the description.

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What the rep sees

  • An incident in the Customer Service app, assigned to the queue you set.
  • Title: <classification> - <sender name or email>.
  • The full email thread rendered as the transcript inside the incident description, timestamped message by message.
  • A linked contact by email — OpenCX either matches the sender’s existing Dynamics contact or creates a new one.
  • Channel: email, Classification, and Sentiment in the description header.

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Channel-specific details

Every handoff creates a new incident. A single thread with multiple back-and-forth emails before handoff becomes one incident containing all those messages — reps don’t see a split.
Files the customer attached to the email are visible on the OpenCX session (via the session link) but are not re-uploaded onto the Dynamics incident. Open the OpenCX session to pull the originals.
OpenCX looks up emailaddress1 before creating a contact. A repeat customer’s history stays on one Dynamics contact record across multiple handoffs.
Once the incident lands, the conversation continues inside Dynamics. OpenCX marks the session as handed off; messages the rep sends from Dynamics don’t back-sync into the OpenCX session.

AI Email Support

Connect Email, forwarding rules, troubleshooting.

Conversations in Dynamics 365

Incident contents, defaults, ticket_properties.

Connect to OpenCX

Paste credentials and verify.

Troubleshooting

Incidents unassigned, 403 on create, ticket_properties rejected.