Conversica - Microsoft Dynamics CRM Setup Guide

Supported Versions

Conversica integrates with the following versions of Microsoft Dynamics CRM:

• Dynamics 2013
• Dynamics 2015
• Dynamics 2016
• Dynamics 365

All versions must be cloud-hosted OR utilize internet facing deployment due to current OAuth requirements.

Before beginning installation, please ensure that:

• Your Conversica account is provisioned and ready for use
• You have established contact with your Technical Account Manager
• You have Admin level permissions in MS Dynamics and Azure

A. Azure AD 

In order for Conversica to connect to the MS Dynamics API, you are required to set up a New Registered App in Azure AD. Please follow the instructions listed in this article.

Once all steps within the instruction are complete, you will need to provide your TAM with the following data points:

1. Object Type (Leads or Contacts)
   1. 1. Note: Conversica supports either Lead- or Contact-based Lists for an account,
         not both

B. Create Custom Lead Fields

As your Conversica Assistant engages with your leads, Conversica will update these custom fields to provide the lead’s status during the conversation.

• To create the necessary custom lead fields, navigate to Settings > Customizations  
  
  
   
• From the Customization page, select Customize the System (this will open a new window).
• In the left menu of the new page, navigate to Entities > Lead > Fields or Entities > Contact > Fields.
  
  
   
• Select New and create the following custom fields:

The following fields are only required for customers who are using Conversica Chat. The lead information and context captured during the chat session on the website will be stored in these fields.

• Additional details for custom fields:
  • For Date and Time, set the Format to Date and Time
  • For Two Options, set the two values to "true" and "false" (with “false” as the Default value)
  • For Multiple Lines of Text, set the Maximum Length to “10,000”
  • For Conversica Lead Profile you can utilize the Format type "URL" to make the Conversica Lead Profile hyperlinked for your Sales Reps.
  • If your system requires a different field prefix than "new", please alert the TAM of your field requirements

Once these fields are created, they need to be added to your page layouts.

C. Add Leads to Static Lists

Leads or Contacts are synced with Conversica through Static Lists in Dynamics CRM. Adding a Lead or Contact to a Static List sends that lead to Conversica for a specific form of engagement. As such, you’ll want to create Static List(s) for messaging leads on each of your Conversica Conversations.

Some customers use MS - Dynamics "Account" entity to track leads. In this case, the static list as mentioned above may contain an "Account" object. The name, email and phone number associated with the Account inside MS-Dynamics will be used to sync information into Conversica. Just like Leads/Contacts, a static list of accounts will be created in MS-Dynamics and mapped to an RDA conversation. As and when new members are added into that static list they will be processed by RDA and updates will be sent back to the Account object. In this case, it may be useful to create two additional fields - first name and last name so it can be used to personalized Conversica conversations. Exact name of these fields should be provided to your Conversica TAM. 

Provide all relevant List IDs to your Conversica Technical Account Manager so they can be connected to the appropriate Conversations in Conversica. You can also “map” Static Lists to a specific Conversation from your dashboard’s Conversations tab.

• To find a Static List’s ID, navigate to Marketing > Marketing Lists
• Select the specific Marketing List from this page
• Click the “pop out” icon near the top-right corner of the Marketing List window (see below):

• The Marketing List ID can be found in the URL of the newly opened page

D. Connect MS Dynamics CRM to Conversica

At this point, notify your Conversica Technical Account Manager you are ready to connect the two systems. They will help you complete this final step.

Should you have any questions or issues, don’t hesitate to connect with your Conversica Technical Account Manager. Email support@conversica.com or call (888) 633-7738.