Conversations in Dynamics 365

Every handoff to Dynamics 365 takes one of two paths: a real-time live work item in Omnichannel for Customer Service, or a case incident in the core Customer Service app. OpenCX picks the path automatically from the OpenCX channel.

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How handoff routes

The routing rule is fixed: web, sms, and whatsapp flow into Omnichannel; everything else flows into an incident. You can’t override it per session — the channel of the OpenCX session decides.

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Incident contents

When a handoff lands as an incident, OpenCX writes these fields on the incident record:

• title — <classification> - <customer name or email> (falls back to Support - Anonymous if neither is set).
• description — header lines for Channel, Summary, Classification, Sentiment, Customer Details (name, email, phone), followed by the full AI-to-customer transcript with timestamps.
• prioritycode — the default_priority you set in settings (1–4). Defaults to 2 (Medium).
• [email protected] — the linked contact (see below).
• [email protected] — the default_owner_id you set, if any.
• [email protected] — the default_queue_id you set, if any.
• Your ticket_properties — any extra Dynamics fields you want populated, spread onto the payload as-is.

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Contact handling

OpenCX keeps one Dynamics contact per customer email:

• Lookup — OpenCX queries contacts?$filter=emailaddress1 eq '<email>'. If a match comes back, OpenCX links the incident to that contact.
• Create — If no match, OpenCX creates a new contact with firstname/lastname split from the session name, emailaddress1, mobilephone from the session, and description: Created from chat session <session_id>.
• No email — If the session has no email at all (anonymous widget visitor, SMS-only session with no captured email), the incident is created without a linked contact. Reps can link one manually after the fact.

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Defaults you can set per org

These live in the Dynamics integration row and are applied on every incident: Incidents already exist in Dynamics — OpenCX doesn’t invent new fields. Every key in ticket_properties must be a real column or lookup the Application User can write.

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Omnichannel live work items

For web, SMS, and WhatsApp handoffs, OpenCX POSTs an oc_liveworkitem with:

• name and customerInfo.name — the session name (or Anonymous).
• email / customerInfo.email — the session email, if any.
• subject — the AI’s session summary.
• workstreamId — your default_queue_id from settings (used as the workstream).
• contextVariables — sessionId and channel, so the Omnichannel routing rules on your side can branch on them.

The returned oc_liveworkitemid is stored as dynamics365_chat_id on the OpenCX session.

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Observability fields

Search either dynamics365_incident_id or dynamics365_ticket_number in Dynamics advanced find to jump to the record from an OpenCX session.

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Closing the case

When the OpenCX session resolves, OpenCX PATCHes the incident with statecode: 1 (Resolved) and statuscode: 5 (Problem Solved). Reps can reopen the incident from Dynamics — OpenCX does not prevent it.

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