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OpenCX connects to Microsoft Dynamics 365 Customer Service so handoffs land where your reps already work. Chat channels (web, SMS, WhatsApp) flow into as live work items; phone and email flow into Dynamics as . Either way the rep sees the full AI transcript, channel, sentiment, and a linked contact.
Start with Azure & Dynamics Setup, then paste credentials in your OpenCX dashboard.

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What you get

Phone and email handoffs create a Dynamics incident with the full transcript, channel, classification, sentiment, and a linked contact. Reps pick up from the queue they already use — no separate inbox.
Web, SMS, and WhatsApp handoffs create an oc_liveworkitem so reps handle them as live chats inside the Omnichannel Agent app, not as incidents.
OpenCX looks up the customer by emailaddress1. If the contact exists it’s linked on the record; if not, OpenCX creates one with the name, email, and phone from the session.
Map a ticket_properties JSON object in your integration settings to write extra Dynamics fields (priority codes, case type, custom attributes) on every incident OpenCX creates.

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Supported channels

AI Chat Widget

Web chat handed off as an Omnichannel live work item.

AI WhatsApp Support

WhatsApp handed off as an Omnichannel live work item.

AI SMS Support

SMS handed off as an Omnichannel live work item.

AI Phone Support

Call transcript handed off as a Dynamics incident.

AI Email Support

Email thread handed off as a Dynamics incident.

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Observability

Every conversation OpenCX hands to Dynamics 365 is traceable from either side.
OpenCX stores dynamics365_incident_id (the Dataverse GUID) and dynamics365_ticket_number (the human-readable number Dynamics generates) on the OpenCX session. Search either value in Dynamics advanced find to jump straight to the record.
For web, SMS, and WhatsApp handoffs, OpenCX stores dynamics365_chat_id (the oc_liveworkitemid) on the session. That’s the identifier the Omnichannel Agent app routes on.
OpenCX looks up emailaddress1 before creating a contact, so a returning customer’s records stay on the same Dynamics contact row. Reps see one history, not a fork.
The incident description header contains Channel:, Classification:, and Sentiment: lines. Reps filter and search on those without leaving Dynamics.

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Pick your setup path

Azure & Dynamics Setup, then Connect

Register an Azure AD app, create the Application User, assign a security role, then paste credentials into OpenCX. One linear flow.

Azure & Dynamics Setup

App registration, client secret, Application User, security role.

Conversations in Dynamics 365

How handoff routes, what’s written on the record, defaults you can set.

AI Chat Widget in Dynamics 365

First channel to wire up — widget → Omnichannel.

Troubleshooting

Credential verify failures, missing queues, unlinked contacts.