> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/cti-plugins/dynamics-365.md).

# Embed WebAgent in Dynamics 365

Configure the WebAgent CTI plugin for Dynamics 365.

Configure the Dynamics 365 CTI plugin when WebAgent must be available inside Dynamics 365.

## Prerequisites

* The [shared CTI licensing and plugin enablement prerequisites](/channels-integrations/cti-plugins.md#licensing-prerequisites) are confirmed.
* Shared WebAgent sign-in is configured.
* Shared WebAgent service settings are configured.
* WebAgent and the Dynamics 365 CTI plugin are enabled for the environment.
* A Dynamics 365 administrator can configure channel integration settings.
* The WebAgent URL for the environment is available.
* For Channel Integration Framework 2.0, Dynamics 365 Customer Service Enterprise is available because CIF 2.0 depends on multi-session capability.

{% hint style="warning" %}
Use Channel Integration Framework 1.0 only when product or support confirms CIF 1.0 for the customer environment.
{% endhint %}

## Choose the Dynamics 365 integration framework

| Framework                         | Use when                                                                             | Applicability                                                                      |
| --------------------------------- | ------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------- |
| Channel Integration Framework 1.0 | The customer environment is confirmed to use CIF 1.0                                 | Use only when product or support confirms CIF 1.0 for the customer environment.    |
| Channel Integration Framework 2.0 | The customer environment uses multi-session Dynamics 365 Customer Service Enterprise | Validate the current Microsoft administration labels for the customer environment. |

## Configure the Dynamics 365 integration

1. Confirm whether the environment uses CIF 1.0 or CIF 2.0.
2. Open the current Dynamics 365 administration area for channel integration configuration.
3. Add or update the WebAgent channel provider or CTI integration entry.
4. Enter the WebAgent URL supplied for the environment.
5. Configure the framework-specific values supplied for the environment.
6. Save the integration.

## Dynamics 365 configuration reference

Use Dynamics 365-specific configuration only when the environment owner confirms that the setting is required.

| Configuration area                                         | Applies to          | Detail                                                                                                                                                                         | Use                                                                                 |
| ---------------------------------------------------------- | ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------- |
| CIF 1.0 target plugin                                      | CIF 1.0             | The migration source uses `target-cti-plugin=DynamicsCTI`. Use it only when product or support confirms CIF 1.0 for the customer environment.                                  | Targets the CIF 1.0 Dynamics CTI plugin behavior.                                   |
| CIF 2.0 loader                                             | CIF 2.0             | The migration source uses `load-plugin=assets/plugins/load-dynamics-cif-v2.js` with `disableSessionSwitch`. Use these values only when confirmed for the customer environment. | Loads the CIF 2.0 integration for multi-session Customer Service Enterprise.        |
| CIF 2.0 target plugin                                      | CIF 2.0             | The migration source uses `target-cti-plugin=DynamicsV2CTI`. Append it with `&` when the URL already contains the loader parameter.                                            | Targets the CIF 2.0 Dynamics CTI plugin behavior.                                   |
| Trusted domain                                             | CIF 2.0             | The Dynamics 365 configuration may require a trusted WebAgent domain or equivalent allowlist.                                                                                  | Allows Dynamics 365 to load WebAgent in the embedded channel.                       |
| Experience profile, app tab template, and session template | CIF 2.0             | The Dynamics 365 owner must confirm current Microsoft administration labels and values.                                                                                        | Controls where WebAgent opens in multi-session Dynamics 365 workspaces.             |
| `format-correlationid`                                     | Dynamics 365        | Optional URL parameter. Append with `&` when another query parameter is already present.                                                                                       | Controls how correlation identifiers are written for Dynamics 365 activity context. |
| `phoneformat`                                              | Dynamics 365        | Optional URL parameter. Append with `&` when another query parameter is already present.                                                                                       | Controls how CRM phone-number links are formatted before WebAgent uses them.        |
| `enabled-entities`                                         | Dynamics 365        | Optional URL parameter with a comma-separated entity list.                                                                                                                     | Limits which Dynamics 365 entity types are available to the embedded integration.   |
| Activity follow-up                                         | CIF 1.0 source only | Keep this behavior visible only when CIF 1.0 is confirmed for the environment.                                                                                                 | Defines legacy CIF 1.0 follow-up behavior after WebAgent interactions.              |

{% hint style="warning" %}
Do not treat Microsoft administration labels from migration material as current. Confirm the current Dynamics 365 administration path with the Dynamics 365 owner before changing CIF configuration.
{% endhint %}

## Technical behavior reference

The Dynamics 365 CTI plugin implementations support these WebAgent record types for CIF 1.0 and CIF 2.0:

| WebAgent record type | Dynamics entity | Search fields                                              |
| -------------------- | --------------- | ---------------------------------------------------------- |
| Account              | `account`       | `telephone1`, `telephone2`, `emailaddress1`                |
| Case                 | `incident`      | `description`, `emailaddress`                              |
| Contact              | `contact`       | `telephone1`, `telephone2`, `mobilephone`, `emailaddress1` |
| Lead                 | `lead`          | `telephone1`, `telephone2`, `emailaddress1`                |
| Opportunity          | `opportunity`   | `description`, `emailaddress`                              |

For activity creation, the plugin creates these Dynamics activity records:

| WebAgent channel | Dynamics activity type | Important fields                                                                                                                       |
| ---------------- | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| Phone            | `phonecall`            | `subject`, `directioncode`, `phonenumber`, `phonecall_activity_parties`, optional `regardingobjectid_incident`                         |
| Email            | `email`                | `subject`, `description`, `directioncode`, `sender` or `torecipients`, `email_activity_parties`, optional `regardingobjectid_incident` |
| Other channels   | `task`                 | `subject`, `task_activity_parties`, `activityadditionalparams`, optional `regardingobjectid_incident`                                  |

The plugin can update activity duration, correlation ID, description, completion state, and case link. It can also pop records, pop activities, pop cases, and open create-record forms with phone, email, first name, or last name values when available.

## Validate the plugin

1. Sign in to Dynamics 365 as a test user with access to the integration.
2. Open the Dynamics 365 workspace where WebAgent should load.
3. Confirm that WebAgent opens and prompts for sign-in only when expected.
4. Place a test call or open a test interaction.
5. Confirm that CIF-version-specific URL parameters and activity behavior match the intended Dynamics 365 workflow.

## Related topics

* [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md)
* [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)
* [Use WebAgent in a CRM system](/use/handle-conversations/webagent/use-webagent-in-crm.md)


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