Dynamics 365 integration for Dimension Labs
This brings in two kinds of Dynamics 365 Customer Service conversations. Each case becomes one conversation made of the emails tracked on it, from the customer and from your agents. Each chat or messaging conversation from Dynamics 365 Contact Center (the Omnichannel conversations) becomes one conversation made of its transcript. You run it on your side: a small script pulls from the Dataverse Web API and posts each message to the universal API.
- Platform
- Microsoft Dynamics 365 Customer Service
- Type
- Support desks
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-26, against Microsoft's documentation
Every Dynamics 365 message, in the same shape as everything else.
Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.
email description; transcript message content text The code strips the HTML from email bodies. Drafts (statuscode 1), control and system messages are skipped.
case _customerid_value userId The account or contact id, on every email of the case. Transcripts use the conversation id.
email directioncode; transcript message tags and from incoming Emails: true when directioncode is false. Transcripts: messages tagged public (agent to customer) and messages from an application (bots and the system) are outgoing; the rest are the customer's.
case incidentid; conversation id from the transcript sessionId Prefix it, for example d365-case-{id} or d365-chat-{id}.
same as sessionId conversationId email senton, else createdon; message createdDateTime dimensionlabs_timestamp Convert with toMillis. Transcript messages are kept at least 1,000 ms apart.
case ticketnumber, caseorigincode, casetypecode, prioritycode, statuscode platformJson Choice columns come back as numbers, for example caseorigincode 1 Phone, 2 Email, 3 Web.
5 steps. Then it runs on its own.
A small job on your side reads Dynamics 365 through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Rate limits, per Microsoft: by default each user gets 6,000 requests and 20 minutes of combined execution time in a five-minute sliding window, and 52 concurrent requests, per web server. Going over returns 429 with a Retry-After header in seconds (service protection API limits).
Open the full Dynamics 365 guide ›- 01Get API access in Dynamics 365
- 02Pull new emails and transcripts
- 03Map the fields
- 04Send it
- 05Run it
What you need
- A Dynamics 365 Customer Service environment, and its URL (for example https://yourorg.crm.dynamics.com).
- A Microsoft Entra ID admin, to register an app and create a client secret.
- A Power Platform admin, to add that app to the environment as an application user with a security role that can read cases (incident), emails (email), notes (annotation) and transcripts (msdyn_transcript).
- For chat transcripts: Dynamics 365 Contact Center with transcripts turned on for your channels.
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Dynamics 365 data.
- Which ticket themes come before a cancellation?
- What drives repeat contacts this month?
- Which issues take the most agent time, by reason?
Dynamics 365 integration questions
Does Dimension Labs integrate with Dynamics 365?
Yes. A small job on your side reads Dynamics 365 through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Microsoft's documentation on 2026-10-26.
What Dynamics 365 data does Dimension Labs bring in?
This brings in two kinds of Dynamics 365 Customer Service conversations. Each case becomes one conversation made of the emails tracked on it, from the customer and from your agents. Each chat or messaging conversation from Dynamics 365 Contact Center (the Omnichannel conversations) becomes one conversation made of its transcript. You run it on your side: a small script pulls from the Dataverse Web API and posts each message to the universal API.
What do I need to connect Dynamics 365?
A Dynamics 365 Customer Service environment, and its URL (for example https://yourorg.crm.dynamics.com). A Microsoft Entra ID admin, to register an app and create a client secret. A Power Platform admin, to add that app to the environment as an application user with a security role that can read cases (incident), emails (email), notes (annotation) and transcripts (msdyn_transcript). For chat transcripts: Dynamics 365 Contact Center with transcripts turned on for your channels. A Dimension Labs API key for a new Universal API source.
How often does Dynamics 365 data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Dynamics 365?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
Stop reporting. Start understanding.
Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.