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Support Inbox | Integration with Microsoft Dynamics 365

Hi there!

Would you like to store your Support Inbox conversations in your Dynamics? 

In this tutorial, you will learn how to integrate Microsoft Dynamics with Support Inbox using tyntec API. With this integration, copies of all incoming and outgoing messages will be saved in your Dynamics.

This tutorial takes the WhatsApp channel as an example, but it can be done for any other channel analogically.

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You will need

  • Activated agent access to your Support Inbox and an API key (contact tyntec support if you don't have it)
  • Your WhatsApp Business Account (WABA) number assigned to your Support Inbox by tyntec
  • A phone with WhatsApp and a working mobile number as a testing contact
  • A testing Microsoft Dynamics account
  • A Microsoft Power Apps license in your Dynamics environment
  • A Contact in your Microsoft Dynamics with the testing mobile number
  • An ngrok account with the binary installed and authorized
  • Node.js installed and your favorite text editor or IDE with JavaScript 
  • Postman

 

Step One: Extend the data model in your Dynamics

Let's start by creating a data table to hold the message records. You will create a custom table, with custom columns and one lookup column, which is used to relate your messages to specific contacts.

1. Log in to your PowerApps.

2. In the menu on the left, click on Data and then Tables.

3. Click on the + New table. This will bring up a pop-up on your right side.

Dynamics tables

4. Set the Display name to messagerecord and Name to messagerecord as well. Beware, PowerApps are case sensitive! Then click on Create.

Dynamics new table

5. Let's add more columns. In your table view, click the + New Column button to add another column to your new table.

Dynamics add column

6. Set the Display name to Messagebody and the Name to messagebody. Leave the Data type set to Text. Then click Done.

Dynamics messagebody

7. Repeat Steps 5 and 6 to create another column with the Display name set to Direction, Name to direction and Data type to Text. Then click Done.

8. Repeat Step 5 and 6 to create another column with the Display name set to Party, Name set to party, Data type set to Lookup and Related table to Contact. Then click Done.

Dynamics party

 

9. Note the full Names of your Message, Messagebody, Party, and Direction entities including the prefix (in our case it was cr1b1). You will need these names in the next step.

Congratulations, your table that will hold all new messages is now ready!

Step Two: Get your integration app ready

For your quick start with integrations, we’ve prepared a sample integration app. Look at what the code does. You will notice that the code is in several directories:

  • config/config.js manages your environment variables,
  • services/dynamicsConnector.service.js gets an authorization token for the app,
  • router/dynamics.router.js handles incoming requests and calls the Dynamics Web API,
  • server.js ties the logic together.

Let’s just quickly get your app running in the development style:

1. Clone the api-samples repository and go to the chat-integrations/ms-dynamics folder.

2. Install dependencies (and the nodemon module if you don’t have it yet):

npm install
npm install nodemon

3. Run ngrok in a terminal to expose your local server on the internet:

ngrok http 3000

4. Copy .env.example to .env and set environment variables in .env:

  • TENANT_ID – your MS tenant ID (Where do I find it?), e.g. ae70ef96-0099-420c-97ba-fa06ca9e2987
  • HOST – the domain name of your Dynamics instance, e.g. myinstance.crm4.dynamics.com
  • CLIENT_ID – the client ID of your integration app as registered in MS Azure, e.g. ed9da4c8-906d-49ab-b694-ec6c8e8f9871
  • USERNAME – your Dynamics username
  • PASSWORD – your Dynamics password

5. Modify data table and column names in the file router/dynamics.router.js.

In the constant messageEntity, rename cr1b1_message to the primary name column of your table, cr1b1_direction to your table direction column, and cr1b1_messagebody to your table messagebody column. Then set the cr1b1_party@odata.bind to the name of your lookup column@odata.bind.

In the constant messageRequest, set collection to your table name.

6. And finally, start the app in another terminal:

nodemon server.js

Note: This setup is suitable only for development. For production use, you have to deploy your app properly!

Step Three: Subscribe to your Support Inbox

Let's subscribe your integration app to events in the WhatsApp channel of your Support Inbox.

1. From the chat-integrations directory, import the CMD.postman_collection.json into Postman. 

2. Authorize Postman with your Support Inbox API key and your WABA number.Right-click the collection and select Edit. Then go to Variables and set the apiKey variable to your Support Inbox API key. Set also the wabaNumber variable to your WABA number.

3. Let’s set up the webhook! Open the Set Webhook request and change the URL in the body to the /webhook endpoint on your server.

4. Set the events to “message” and “echo”. This request will subscribe your URL to incoming and outgoing message events.Postman subscribe webhook

5. Hit the Send button. You should receive a 2xx status in the response if everything was okay.

Cool! Now your Support Inbox knows where to forward your messages.

Step Four: Try it out!

Now is the exciting time, you get to test your new integration. 

1. Grab your phone and send a message to your Support Inbox WABA. 

2. As soon as you send your message, you will see a new table record. You can view active messages in Tables > Views > Active messagerecords.

Dynamics views

Your message record should look something like this.

Dynamics record

If you don't see some values, add more columns to your view.

Dynamics add view

3. Voila! All your messages will automatically be copied to your Dynamics.

Congratulations on completing your integration!

More?

With all your messages safely saved in your Dynamics, you could think about improving this integration. Common ways to go further:

  • In your Tables > Dashboards, you can create Dashboards to see analytics of your communication.Dynamics add dashboardWe suggest creating a separate view for your new Dynamics Dashboard. Go to Tables > Views > Add View. See also the Microsoft documentation on Dashboards and Views.

  • The current integration works for accounts without 2FA. If you want to use 2FA, you need to modify the authentication in dynamicsConnector.service.js. You can find more in the Web API documentation.

  • You may subscribe to more channels in your Support Inbox and save messages from several channels. We recommend adding an additional column to your Dynamics table that will store information about the channel through which the messages are transmitted. In the code, you would also need to get the channel information from the channel JID and to add channel information to the constant messageEntity in dynamics.router.js such as:

const messageEntity = {
    cr1b1_message: messageId,
    cr1b1_messagebody: message,
    cr1b1_channel: channel,
    'cr1b1_party@odata.bind':`/contacts(${entityContactData.contactid})`,
};