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Phone handoffs flow into Dynamics 365 as , not live work items. Reps pick the case up from the incident queue they already use — the call transcript is in the incident description.

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Pre-requisites

Configure your AI Phone number in OpenCX first. Dynamics handoff has nothing to route until voice is live — see Connect Phone.

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How conversations land in Dynamics 365

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Setting up

1

Confirm the AI Phone number is live

Call your OpenCX phone number and confirm the AI answers. If not, revisit Connect Phone.
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 integration settings, set default_queue_id to the Dynamics queue your voice team works from. Optionally set default_owner_id and default_priority (1–4). Without a queue or owner, incidents land unassigned and rely on Dynamics routing rules.
4

Trigger a test handoff

Call your number and ask to speak with a human. The AI hands off; the incident appears in the configured queue with the full transcript in the description.

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What the rep sees

  • An incident in the Customer Service app, in the queue you set.
  • Title formatted as <classification> - <caller name or phone>.
  • The full call transcript in the incident description, with timestamps.
  • A linked contact if the caller’s email was captured by the AI during the call; otherwise the incident arrives without a linked contact.
  • Tags via the description header: Channel: phone, Classification: …, Sentiment: ….

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Channel-specific details

OpenCX creates the incident when the AI hands off — the description contains the conversation up to that moment. Anything said after handoff (during the live human portion of the call) is not appended to the incident.
OpenCX links the Dynamics contact by emailaddress1. Phone sessions usually have no email, so the incident often arrives without a linked contact. Reps can link or create one from the incident view using the caller’s phone number.
The transcript is text only — the audio file is not attached to the Dynamics incident. If you need recordings, retrieve them from the OpenCX session via the session link.
When the AI hands off a call, OpenCX creates the Dynamics incident as a record of the conversation. The actual voice transfer to a human agent is handled by your OpenCX phone configuration, not Dynamics — see Phone Agent Config.

AI Phone Support

Connect a number, configure voice agents.

Conversations in Dynamics 365

Incident contents, defaults, observability.

Connect to OpenCX

Paste credentials and verify.

Troubleshooting

Unassigned incidents, 403 on create, missing transcript.