---
title: "Microsoft Dynamics CRM Integration with 8x8 Work"
slug: "microsoft-dynamics-crm-integration-with-8x8-work"
updated: 2026-05-20T20:01:02Z
published: 2026-05-21T21:28:57Z
canonical: "help.8x8.com/microsoft-dynamics-crm-integration-with-8x8-work"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Microsoft Dynamics CRM Integration with 8x8 Work

## Overview

Microsoft Dynamics is a Customer Relationship Management (CRM) application, similar to Salesforce, NetSuite, or Bullhorn. **8x8 Work** and **8x8 Contact Center** users can integrate their phone service with Microsoft Dynamics.

> [!WARNING]
> IMPORTANT:
> 
> On November 2, 2023 the Microsoft Dynamics Contact Center Integration App (formerly MAPanel) will be permanently upgraded to the latest version.

> [!NOTE]
> Note:
> 
> See the online help guides linked [below](/support/docs/microsoft-dynamics-crm-integration-with-8x8-work#below) for configuration and use instructions.

![clipboard_eb0367635682ef6267c0ac44a52d9f754.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13039)

## Applies To

- 8x8 Work (formerly VO)
- 8x8 Contact Center (formerly VCC)
- Microsoft Dynamics
- Email in External CRM for Microsoft Dynamics

## Contact Center App Email-in-Case Support

On **August 31, 2023**, we updated our 8x8 Contact Center Integration for Microsoft Dynamics to **v0.3.7**, which provides support for new **Email in External CRM** functionality:

- Agents can now receive, reply to, and create new emails within the Contact Center App.
- All email interactions are handled through the Contact Center App, and are stored into Microsoft Dynamics cases.
- Each leg of an email "chain" or conversation sent to or from the Contact Center App will automatically be stored in its appropriate case.
- A new email chain will open a new case, to which all related email replies and responses will be added.

#### Requirements for Email in External CRM

To use this feature, the following are required:

- 8x8 Integration for Microsoft Dynamics **v0.3.7**: This must either be newly installed, or must be updated from a previous version if the integration is already installed.
- The latest version of the Contact Center App interface, which is available when you install integration v0.3.7.
- Installation instructions are detailed in our [**Administrator's Guide**](/documentation/docs/set-up-the-8x8-integration-for-microsoft-dynamics).
- Agent usage instructions are detailed in our [**User's Guide**](/documentation/docs/handle-emails-in-the-8x8-integration-for-microsoft-dynamics).

## Localization Support

**8x8 Integration with Microsoft Dynamics is currently available in:**

- United States
- United Kingdom
- Australia
- New Zealand (ANZ)
- Republic of Ireland
- Belgium
- Austria
- Netherlands
- Canada
- France

## Requirements and Limitations

- The integration must be installed by a Microsoft 365 service administrator.
- The required licensing level for Microsoft Dynamics is Enterprise or higher.
- Currently we support the following Dynamics services:
  - **Dynamics 365 Sales**
  - **Dynamics 365 Customer Service**
- Microsoft Dynamics CRM on-premises installations such as **Microsoft Dynamics 365 Customer Engagement** are not supported.
- Only PC web browsers are officially supported: Chrome, Firefox, Safari, and Edge
- Use of Google Chrome is highly recommended.
- Single Sign-On (SSO):
  - SSO is supported as of January 2023, although automatic login is not.
  - SSO requires configuration between Microsoft Azure and 8x8 Admin Console.
- The integration can only be launched in a floating window.
- Supported Microsoft Dynamics objects:
  - **Account**
  - **Contact**
  - **Lead** (default is Off, must be enabled by agent)
  - **Case** (default is Off, must be enabled by agent)
  - **Activity** (used for auto call log generation purposes)
- Automatic prompt for new object creation (Contact, Account, Lead) is not supported.
- The integration doesn't support finding Contacts with special characters such as a comma, hyphen, plus sign (+), minus sign (-), or spaces in the phone number.
- **Sandbox environment is supported.** There is no specific configuration required for sandbox. However, according to Microsoft you must select **Enable Dynamics 365 apps** at the time of database provisioning, or you will receive an error when attempting to install applications such as the 8x8 integration. See [**this Microsoft article**](https://docs.microsoft.com/en-us/power-platform/admin/create-environment) for details.

> [!NOTE]
> Note:
> 
> Microsoft Dynamics **Professional** licensing is currently not supported. However, we are working to implement compatibility for this licensing level. At this time there is no ETA.

## Documentation

See the following online guides for installation and use instructions:

- [8x8 Integration for Microsoft Dynamics for Administrators](/documentation/docs/integration-overview-8x8-integration-for-microsoft-dynamics) (Supports both 8x8 Contact Center and 8x8 Work)
- [8x8 Contact Center for Microsoft Dynamics for Agents](/documentation/docs/overview-8x8-integration-for-microsoft-dynamics)
- [8x8 Work for Microsoft Dynamics: Agent Guide](/documentation/docs/overview-8x8-work-for-microsoft-dynamics)