---
title: "Set up email in external CRM: 8x8 integration for Microsoft Dynamics"
slug: "set-up-email-in-external-crm-8x8-integration-for-microsoft-dynamics"
updated: 2026-07-23T10:07:36Z
published: 2026-07-23T10:07:36Z
canonical: "help.8x8.com/set-up-email-in-external-crm-8x8-integration-for-microsoft-dynamics"
---

> ## 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.

# Set up email in external CRM: 8x8 integration for Microsoft Dynamics

> [!NOTE]
> Note:
> 
> Email in external CRM is only supported on the latest integration package (version 0.3.7).

**8x8 Work** for Microsoft Dynamics supports email routing. For agents to be able to use this feature, you must first configure it.

> [!WARNING]
> Important:
> 
> Prior to configuring email in external CRM, ensure that you have added the [users](/documentation/docs/content-add-users), configured [queues](/documentation/docs/content-create-and-configure-queues), and [set up email channels](/documentation/docs/content-set-up-email-channels) in Configuration Manager.

To set up email in external CRM:

**Step 1: Create custom case fields**

1. Log in to your **Microsoft Dynamics** account.
2. Go to **Settings ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)> Advanced Settings > Settings > Customizations > Customize the System**. The Default Solution window opens.
3. From the side navigation menu, click the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_arrow-right.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) arrow icon next to **Entities** to expand the list.
4. Scroll down to **Case** and click the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_arrow-right.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) arrow icon to expand the list.
5. Select **Fields**.
6. Click **New** from the top left corner of the window. A new window opens. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/access-case-fields.gif?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
7. In the Display Name field, type the name **MainNumber** .
8. From the Field Requirement drop-down list, select **Business Required**
9. From the Searchable drop-down list, select **Yes**.
10. From the Data Type drop-down list, select **Single Line of Text**.
11. In the Maximum Lenght field, type **255**.

> [!NOTE]
> Note:
> 
> Keep the default settings for the other fields.
12. Click **Save and Close** from the top left corner of the window. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/case-field-main-number.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
13. On the Default Solution window, under **Entities > Case > Fields**, click **New** from the top left corner. A new window opens. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-new-case-field.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
14. In the Display Name field, type the name **Lead**.
15. From the Field Requirement drop-down list, select **Optional**.
16. From the Data Type drop-down list, select **Lookup**.
17. From the Target Record Type drop-down list, select **Lead**.

> [!NOTE]
> Note:
> 
> Keep the default settings for the other fields.

1. Click **Save and Close** from the top left corner of the window.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-lead-field.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 2: Create custom email fields**

1. On the Default Solution window, from the side navigation menu, click the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_arrow-right.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) arrow icon next to **Entities** to expand the list.
2. Scroll down to **Email** and click the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_arrow-right.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) arrow icon to expand the list.
3. Select **Fields**.
4. Click **New** from the top left corner of the window. A new window opens. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-new-email-field.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
5. In the Display Name field, type the name **MainNumber**.
6. From the Field Requirement drop-down list, select **Business Required**.
7. From the Searchable drop-down list, select **Yes**.
8. From the Data Type drop-down list, select **Single Line of Text**.
9. In the Maximum Lenght field, type **255**.

> [!NOTE]
> Note:
> 
> Keep the default settings for the other fields.
10. Click **Save and Close** from the top left corner of the window. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-email-field-window.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
11. On the Default Solution window, under **Entities > Email > Fields**, click **New** from the top left corner. A new window opens. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-new-email-field.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
12. In the Display Name field, type the name **ChildNumber**.
13. From the Field Requirement drop-down list, select **Optional**.
14. From the Searchable drop-down list, select **Yes**.
15. From the Data Type drop-down list, select **Single Line of Text**.
16. In the Maximum Lenght field, type **255**.

> [!NOTE]
> Note:
> 
> Keep the default settings for the other fields.
17. Click **Save and Close** from the top left corner of the window.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-email-field-child-number.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 3: Increase character length for case fields description**

1. On the Default Solution window, under **Entities**, scroll up to **Case** and click the ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_arrow-right.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) arrow icon to expand the list.
2. Select **Fields**.
3. From the Name column, select the row titled **description**.
4. Click **Edit** from the top of the window. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/case-field-description-selected.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
5. In the Maximum Lenght field, type **32000**.

> [!NOTE]
> Note:
> 
> Keep the default settings for the other fields.
6. Click **Save and Close** from the top left corner of the window.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/case-field-description-max-length.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 4: Configure and publish the Case form**

1. On the Default Solution window, under **Entities > Case**, select **Forms**.
2. From the Name column, select the row titled **Case**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/access-case-forms-case.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
3. In the window that opens, go to the Field Explorer section, and from the **Filter** drop-down list, select **Custom Fields**.
4. Drag and drop **Lead** from the Field Explorer section to the Case Details section.
5. Drag and drop **MainNumber** from the Field Explorer section to the Case Details section.
6. Click **Save**.
7. Click **Publish**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/field-explorer-main-number-lead.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 5: Configure and publish the Case Quick Create form**

1. On the Default Solution window, under **Entities > Case**, select **Forms**.
2. From the Name column, select the row titled **Case Quick Create** . ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/access-case-forms-case-quick-create.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
3. In the window that opens, go to the Field Explorer section, and from the **Filter** drop-down list, select **Custom Fields**.
4. Drag and drop **Lead** from the Field Explorer section to the Case Details section.
5. Drag and drop **MainNumber** from the Field Explorer section to the Case Details section.
6. Click **Save**.
7. Click **Publish**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/field-explorer-main-number-to-case-details.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 6: Configure and publish the Email form**

1. On the Default Solution window, under **Entities > Email**, select **Forms**.
2. From the Name column, select the row titled **Email**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/access-email-forms-email.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
3. In the window that opens, go to the Field Explorer section, and from the **Filter** drop-down list, select **Custom Fields**.
4. Drag and drop **MainNumber** from the Field Explorer section to the Case Details section.
5. Drag and drop **ChildNumber** from the Field Explorer section to the Case Details section.
6. Click **Save**.
7. Click **Publish**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/email-child-number-main-number.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 7: Verify the settings**

1. Go to the home page of your **Microsoft Dynamics** account.
2. Open the desired app.
3. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-plus-sign_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) from the top right side of the page.
4. Select **Case** from the drop-down list. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-case.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
5. In the Quick Create: Case panel that displays, verify that the **MainNumber** field is available. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/quick-create-case.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
6. Open a Case in **Microsoft Dynamics**.
7. Verify that **MainNumber** and **Lead** are available in the details section. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/case-details-lead-main-number.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
8. Select **Activities** from the side navigation menu in **Microsoft Dynamics**.
9. Click **Email**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/activities-email.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)
10. Verify that **ChildNumber** and **MainNumber** are available in the new email window. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-email-child-number-main-number-fields.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 8: Configure ghost contact first and last name**

> [!NOTE]
> Note:
> 
> This step ensures that a case is assigned to a ghost contact if an agent doesn't create and save the new contact before ending an interaction with zero matches.

1. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-plus-sign_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D) from the top right side of the home page of your **Microsoft Dynamics** account.
2. Select **Contact**. The Quick Create: Contact panel displays.
3. In the First Name field, type **ghost_8x8**.
4. In the Last Name field, type **contact_8x8**.
5. Click **Save and Close**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ghost-contact.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)

**Step 9: Enable the email integration from **8x8 Configuration Manager****

1. Log in to your **8x8 Configuration Manager** account.
2. Go to **Home > Profile**.
3. Select the check box for **Enable full email integration in Agent Workspace (External CRM only)**.
4. Click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/enable-email-in-config-manager.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A35Z&se=2026-11-03T23%3A40%3A35Z&sr=c&sp=r&sig=pM5BfRocJrMtwT71fGHma9k0oDdeZKcCzzKTIQMKUEo%3D)