Home > How to integrate SnapEngage with Microsoft Dynamics CRM online
Categories: Featured Article
(Last Updated On: August 29, 2017)
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive transcripts and messages in Microsoft Dynamics CRM 365 (online), then follow the steps below.
1. Log into your Admin Dashboard, go to your Settings.
2. Select the Integrations tab.
3. Click on the Microsoft Dynamics Icon.
4. Input your Microsoft Dynamics CRM server on its field
Click on “Connect to Dynamics”
**Please be aware that this is a pop-up, if the pop-up blocker is turned on on your browser you will need to allow pop-ups
If your connection credentials are correct, you will see ‘Connected’
The next step is to choose the workflow SnapEngage will integrate with Microsoft Dynamics.
After a chat ends or an offline message is sent, SnapEngage will attempt to create a “Contact” entity from your website visitor’s email address. (The Contact will be created if this Contact does not already exist in your CRM system.) After creating a Contact, we will then create a “Case” with the chat transcript or offline message; the visitor will be the Contact for this Case entity.
After the chat ends or an offline message is sent, SnapEngage will create a “Lead” entity from your website visitor’s email address. (The Lead will be created if this Lead does not already exist in your CRM system.) After creating the Lead, a Note will be attached to the Lead with the chat transcript or offline message.
After the chat ends or an offline message is sent, SnapEngage will create an “Account” entity from your website visitor’s email address. (The Account will be created if this Account does not already exist in your CRM system.) After creating an Account, we will create a “Case” with the chat transcript or offline message; the visitor will be the Account for this Case entity.
Choose one and Save.
Next, select how you want the cases updated in the system
- Create a new case for each chat
- Update and overwrite existing cases, will create new cases for new visitors
- Update and append details without overwriting existing data
Now, select how you want the transcripts sent – Automatically, only with a valid visitor email, or do not send
Pick where you want additional copies of the transcript to send as well as offline messages. Also pick how it is sent to your integration.
**Please be aware that in MS Dynamics, a configuration (adding a new field for example) should be published to make them available for use.
Every Object has a list of Standard fields and also Custom Fields. You can find your Custom Field names in Microsoft Dynamics > Settings > Customize the system > Select an Object, then go to Fields. Select Custom fields and the name of each Custom Field should be the first column. (As pictured below.)
Now, enter the Source Value you want to send to Microsoft Dynamics
The next 3 items will be where they go into your MS Dynamics. This will need to be determined by you as to where you want to see the data.
Note : If you are mapping a SnapEngage field onto a picklist on MS Dynamics, you will need to use this workaround :
- Configure the field on the Design Studio and take a note of the variable name. For example my_dropdown. Save and close.
- Then add a custom mapping for the Dynamics integration where
- Source value = dropdown variable (my_dropdown)
- Object = MS Dynamics entity which contains the pick list (Lead, Account, Contact, Case, etc.)
- Type = custom (if standard just type the field name on the following field)
- Dynamics field you will need to use the dynamics field schema name (the name you will find on the schema name section on dynamics) and add :enum at the end – in this case my_dropdown:enum
Published August 1, 2017