--- 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" --- > ## 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?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A32Z&se=2026-11-03T23%3A39%3A32Z&sr=c&sp=r&sig=a%2FX9YbfRpU%2F88Pnm8CSc3NnBBnt%2FGh1AZFv2T4bVcCs%3D) ## 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)