> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Phone Support in Dynamics 365

> Hand off phone conversations from OpenCX into Dynamics 365 as incidents with the full call transcript and linked contact.

Phone handoffs flow into Dynamics 365 as <Tooltip tip="A Dataverse case record (entity: incident). Holds transcript, priority, owner, queue, and a linked contact.">incidents</Tooltip>, not live work items. Reps pick the case up from the incident queue they already use — the call transcript is in the incident description.

## Pre-requisites

<Warning>
  **Configure your AI Phone number in OpenCX first.** Dynamics handoff has nothing to route until voice is live — see [Connect Phone](/phone/inbound-calls).
</Warning>

* **AI Phone number live** — see [Connect Phone](/phone/inbound-calls).
* **Dynamics 365 credentials saved** — see [Connect to OpenCX](/integrations/dynamics-365/connect).

## How conversations land in Dynamics 365

```mermaid theme={"dark"}
flowchart LR
  A[Customer calls your number] --> B[AI answers]
  B --> C{AI can resolve?}
  C -- Yes --> D[Call ends]
  C -- No --> E[Handoff triggers]
  E --> F[Incident created with transcript]
  F --> G[Rep picks up from queue]
```

## Setting up

<Steps>
  <Step title="Confirm the AI Phone number is live">
    Call your OpenCX phone number and confirm the AI answers. If not, revisit [Connect Phone](/phone/inbound-calls).
  </Step>

  <Step title="Confirm Dynamics is connected">
    The **Dynamics 365** card on your [Settings → Integrations](https://platform.open.cx/settings/integrations) should show **Active**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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: …`.

## Channel-specific details

<AccordionGroup>
  <Accordion title="Transcript is posted once at handoff, not streamed" icon="clock">
    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.
  </Accordion>

  <Accordion title="Caller identity is phone-first" icon="address-card">
    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.
  </Accordion>

  <Accordion title="Call recordings and audio don't land on the incident" icon="microphone-lines">
    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.
  </Accordion>

  <Accordion title="Live call transfer is not done through Dynamics" icon="phone-arrow-up-right">
    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](/phone/agent-config).
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI Phone Support" icon="phone" href="/phone/introduction">
    Connect a number, configure voice agents.
  </Card>

  <Card title="Conversations in Dynamics 365" icon="diagram-project" href="/integrations/dynamics-365/conversations">
    Incident contents, defaults, observability.
  </Card>

  <Card title="Connect to OpenCX" icon="plug" href="/integrations/dynamics-365/connect">
    Paste credentials and verify.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/dynamics-365/troubleshooting">
    Unassigned incidents, 403 on create, missing transcript.
  </Card>
</CardGroup>