Connect Microsoft Dynamics 365 Sales

Connect Microsoft Dynamics 365 Sales to Brilo in about ten minutes. Your agent can then find callers in Dynamics during the call, create and update leads (including your own custom lead columns), log every call and save the transcript as a note on the lead, leave follow-up tasks for your team, and qualify or disqualify leads. Writing to Dynamics runs after the call ends, so the caller never waits for it.

Before you start

A Microsoft admin for about ten minutes. Approving Brilo needs a Global Administrator, Application Administrator or Cloud Application Administrator. Adding Brilo to your Sales environment needs a Power Platform administrator, a Dynamics 365 administrator, or someone with the System Administrator role in that environment. One person often has both. See Step by step for your Microsoft admin.
A Dynamics 365 Sales environment. This is where Dynamics keeps leads, contacts and their activities. Dynamics 365 Business Central is a different Microsoft product and is not supported.
A Brilo plan that includes the app store. Logging every call automatically also needs automations after a call. See Plans and what they include.
An agent to give the Dynamics actions to, even an unfinished one.

There is nothing to create in Azure and no key to copy. Brilo has its own app in Microsoft, called Brilo for Dynamics, and you approve it.

Steps

Open Microsoft Dynamics 365 Sales in the Brilo app store

In the Brilo dashboard, open App Store, choose Microsoft Dynamics 365 Sales, click Connect, then Continue.

Approve Brilo in Microsoft

Continue takes you to Microsoft. Sign in as your Microsoft admin and click Accept to approve Brilo for Dynamics for your organization. Microsoft then sends you back to Brilo, where the connection window opens again on the next step. Keep that Brilo tab open. Finish this within ten minutes of clicking Continue, in the same browser.

Add Brilo to your Sales environment

Approving Brilo lets it sign in to your organization, but Dynamics also needs to know which environment Brilo may open and what it may do there. In a new tab, open Power Platform admin center and go to Environments, then your Sales environment, then Settings, then Users + permissions, then Application users. Click New app user, add Brilo for Dynamics, choose a Business unit (your top business unit is usually right), give it the security role Salesperson, and click Create. The admin section below has every click.

Copy your Environment URL

In Power Platform admin center, open Environments, then your Sales environment. Copy the Environment URL. It looks like https://contoso.crm.dynamics.com.

Paste it, test, then install

Back in Brilo, paste it into Environment URL. Connection name is optional and helps when you connect more than one environment. Click Test connection. When the test passes, click Install App.

The Salesperson role lets Brilo read and write leads, contacts, phone calls, notes and tasks. If Qualify lead fails with a permissions message, your environment may limit what salespeople can create from a lead; add the Sales Manager role to the Brilo application user, or ask your Dynamics admin which permission is missing.

Step by step for your Microsoft admin

Send this section to whoever looks after Microsoft 365 or Dynamics 365 at your company. It has two parts: approving Brilo for your organization, then adding Brilo to your Sales environment. Together they take about ten minutes, and neither one needs code, a key or a password shared with Brilo.

Who can do it

Part	Microsoft role that can do it
1. Approve Brilo for your organization	Global Administrator, Application Administrator or Cloud Application Administrator in Microsoft Entra ID
2. Add Brilo to your Sales environment	Power Platform administrator or Dynamics 365 administrator, or the System Administrator security role in that environment

Part 1: Approve Brilo for your organization

Approval has to start from Brilo, because that is how Brilo learns which Microsoft organization belongs to your Brilo workspace. Nobody types your organization’s details into Brilo.

Start from Brilo

Sign in to the Brilo dashboard, open App Store, choose Microsoft Dynamics 365 Sales, click Connect, then Continue. Brilo sends you to a Microsoft sign in page.

Sign in to Microsoft with an account that has one of the Part 1 roles above. If Microsoft says you need an admin or admin approval, the account you signed in with is not an admin: sign out of Microsoft and sign in again with an admin account.

Review what Brilo asks for, then accept

Microsoft shows Brilo for Dynamics and the permissions it asks for, which include access to Dynamics 365 for your organization. Approving it adds Brilo to your organization as an app, so that you can then give it a role in Dynamics in Part 2. Brilo never signs in as any of your people, and on its own this approval does not open any of your Dynamics data. Click Accept.

Come back to Brilo

Microsoft sends you back to Brilo, and the connection window opens again asking for your Environment URL. Leave this tab open and do Part 2 in a new tab.

Brilo links the approval to the Brilo user who clicked Continue, in that browser, for ten minutes. If the person who manages your Brilo workspace is not a Microsoft admin, either invite the admin to your Brilo workspace so they click Continue themselves, or have the admin sign in to Microsoft on the same computer straight after Continue is clicked. Forwarding the Microsoft page to someone else does not work.

Part 2: Add Brilo to your Sales environment

Open your environment's application users

Go to Power Platform admin center. Open Environments and click the name of the environment where Dynamics 365 Sales keeps your leads. In the bar at the top, click Settings, then under Users + permissions click Application users.

Add Brilo

Click New app user, then Add an app. Find Brilo for Dynamics in the list, select it, and click Add. It only appears after Part 1. If it is missing, Part 1 did not finish: start it again from Brilo.

Choose a business unit

Pick the Business unit whose leads Brilo should work with. Your top business unit, named after your organization, covers everyone and is usually right.

Give it the Salesperson role

Next to Security roles, click the edit icon, select Salesperson, and save. Salesperson lets Brilo read and write leads, contacts, phone calls, notes and tasks, which is what the Brilo actions need. Do not give it System Administrator.

Create the application user

Click Create. Brilo for Dynamics now shows in the list of application users for this environment.

Copy the Environment URL

Back on Environments, open the same environment and copy its Environment URL, like https://contoso.crm.dynamics.com. Paste it into the Brilo tab from Part 1, click Test connection, then Install App.

If you have more than one Sales environment, such as a test one and a live one, do Part 2 in the one whose Environment URL you paste into Brilo.

Check it in Microsoft

In Microsoft Entra admin center, open Enterprise applications (search for it at the top if you do not see it) and search for Brilo for Dynamics. Its Permissions page shows that an admin granted consent for your organization.
In Power Platform admin center, your environment’s Application users list shows Brilo for Dynamics with the Salesperson role.

To take Brilo’s access away later, see How do I stop Brilo from accessing Dynamics 365? in the FAQ below.

You will know it worked when

Test connection passes and Brilo says Dynamics 365 is now linked to your workspace.
Microsoft Dynamics 365 Sales shows as connected in the app store.
On a test call from a number that is on a lead in Dynamics, your agent uses that lead’s first name.
After a test call with the after-call workflow on this page, a phone call and a note appear on the lead’s timeline in Dynamics.

What your agent can do in Dynamics 365

Brilo’s Dynamics 365 connection gives your agent sixteen actions. Add each one from your agent’s Actions tab with Add Actions, then Microsoft Dynamics 365 Sales. A new Dynamics action runs after the call by default, which its Trigger setting shows as After the call (post-call). See What are actions for how actions work in general. This table lists each Dynamics 365 action, what it does, and the timing it suits best.

Dynamics 365 action	What it does	Best timing
Find lead by phone	Finds the leads whose business, home or mobile number matches the caller’s number, however it was typed in Dynamics	During and after the call
Find contact by phone	Finds the contacts whose number matches, for callers who are already customers	After the call
Search leads	Finds leads by name, company or email	After the call
Get lead	Reads one lead’s details and status	After the call
Create lead	Adds a new lead with a topic, name, company, job title, email, phones and a description	After the call
Update lead	Changes those same details on a lead, leaving anything empty as it is	After the call
Update lead fields	Sets any lead columns by their Dynamics names, including your own custom columns, such as a loan amount	After the call
List lead fields	Lists your custom lead columns and their Dynamics names, so you know what to give Update lead fields	When setting up
Qualify lead	Closes the lead as Qualified and creates an account, a contact and an opportunity from it	After the call
Disqualify lead	Closes the lead as Disqualified, No Longer Interested	After the call
Log phone call on lead	Adds an incoming call and a summary to a lead’s timeline	After the call
Log outbound phone call on lead	Adds an outgoing call and a summary to a lead’s timeline	After the call
Add note to lead	Adds a note to a lead, such as the call transcript	After the call
Create follow-up task on lead	Leaves a task for your team on a lead, with a due time if the caller gave one	After the call
Log phone call on contact	Adds an incoming call and a summary to a contact’s timeline	After the call
Add note to contact	Adds a note to a contact, such as the call transcript	After the call

We recommend running only Find lead by phone during the call, so your agent knows who is calling straight away. Everything else suits the time after the call: the caller never waits for Dynamics, and the after-call workflow sees the whole conversation before it writes anything.

Know the caller during the call

Open Find lead by phone in your agent’s Actions tab and set its Trigger to During and after the call (post-call). That keeps it available to the after-call workflow as well; choose During the call if you only want the lookup. Then say when to use it in your agent’s Prompt tab, for example:

At the start of the call, look the caller up in Dynamics with Find lead by phone, using their
phone number. If you find them, greet them by first name and do not ask for details the lead
already has. If you find nobody, ask for their name and company.

Qualify leads and log every call automatically

This workflow suits a business that qualifies inbound callers, such as a lender asking about the business, how much it needs and how soon. After each call it finds or creates the lead, saves the answers, logs the call, saves the transcript and, for a qualified caller, leaves a follow-up task for your team. First, find the names of your custom lead columns. Dynamics knows each column by a name that can differ from the label you see, for example Loan Amount may be new_loanamount. Add List lead fields to your agent, open it in the Actions tab and run it from there. It lists your custom lead columns with their names. Note the ones the workflow should fill. Then add the actions. Add Find lead by phone, Create lead, Update lead, Update lead fields, Log phone call on lead, Add note to lead and Create follow-up task on lead to your agent. An after-call workflow only offers actions whose Trigger includes after the call, so leave them on After the call (post-call), and give Find lead by phone After the call (post-call) or During and after the call (post-call). Then build the workflow. Open your agent’s Post Call Workflows tab and create a workflow. Tick the seven actions under Allowed actions, paste these instructions, change the column names and the qualification rule to your own, turn on Run on real calls, and save.

- Find the caller in Dynamics with Find lead by phone, using the caller's phone number.
- If no lead is found, Create lead with a topic like "Inbound call: <company>", the caller's first and last name, company, email and phone number.
- Update lead on that lead with anything new the caller told you: name, company, job title, email, and a description of what they need in plain sentences.
- Update lead fields on the same lead for the answers that have their own columns, using these names: new_loanamount (amount requested, a number), new_useoffunds (what the money is for), new_timeinbusiness (years in business, a number), revenue (annual revenue, a number). Only include columns the caller gave you a value for.
- Log phone call on lead on the same lead, with the subject "Inbound call" and a two or three sentence summary of what was discussed and agreed.
- Add note to lead on the same lead, titled "Call transcript" with today's date, with a two line summary followed by the full transcript, each line starting with who spoke.
- If the caller is qualified (they need at least 25,000, have been in business at least one year and want to move forward in the next 90 days), Create follow-up task on lead on the same lead, with the subject "Call back about financing" and what they asked for in the details. If they asked for a time, make that the due time.

The phone call, note and task carry the time the workflow ran, a few seconds after the caller hangs up. See Automate what happens after a call for workflows in general. To close the lead from the call as well, add Qualify lead or Disqualify lead and put it on the last line of the instructions. Dynamics stops edits to a lead once it is qualified or disqualified, so it must run after every update, call log and note.

Calls with existing customers

When the caller is already a customer, Dynamics usually has them as a contact rather than a lead. Add Find contact by phone, Log phone call on contact and Add note to contact, tick them in the workflow, and add this line at the top of its instructions:

- First try Find contact by phone with the caller's number. If a contact is found, Log phone call on contact and Add note to contact on that contact instead of using the lead steps below, then stop.

Outbound calls

For a campaign that calls your leads, use Log outbound phone call on lead in place of Log phone call on lead, so the call shows in Dynamics as an outgoing call.

What is not supported

Dynamics 365 Business Central. It is a different Microsoft product, without leads. Brilo connects to Dynamics 365 Sales.
Government and China clouds. Brilo connects to environments in Microsoft’s commercial cloud, whose address ends in .dynamics.com. GCC, GCC High and Dynamics 365 operated in China are not supported.
Editing a closed lead. Dynamics does not allow changes to a lead once it is qualified or disqualified. Update lead and Update lead fields return an error on one, which shows in the workflow’s Run History.
Custom tables, such as your own loan application table. Your own columns on the lead table work through Update lead fields.
Accounts, opportunities and appointments. Qualify lead creates an account, a contact and an opportunity, but no action changes them afterwards.
Choosing an owner for a lead, call, note or task. New records belong to the Brilo application user, and your team can reassign them in Dynamics.
Sending call recordings to Dynamics. The call is logged with a summary and the transcript is saved as a note, without the audio.

Microsoft allows each app 6,000 requests to an environment every five minutes. Brilo makes a handful of requests per call, so this only matters for very large campaigns or when other apps share the environment. If Microsoft is limiting requests, wait a few minutes and try again.

If you need one of these, or another Dynamics 365 action, email support@brilo.ai with what you are trying to do. What customers ask for is how the list grows.

What else you can do here

If it did not work

Brilo says “Approve Brilo in Microsoft first”. Nobody has approved Brilo for your organization yet, or the approval was made by someone who is not an admin. Close the connection window, open Microsoft Dynamics 365 Sales in the app store again, click Connect, then Continue, and sign in to Microsoft with an admin account. See Part 1. You approved Brilo in Microsoft, but Brilo did not open the connection window. The approval took more than ten minutes, finished in a different browser, or finished while a different person was signed in to Brilo. Start again from Continue in the same browser. If your workspace already has a Dynamics connection to another Microsoft organization, remove it first. Brilo says “Brilo is approved, but cannot open this environment”. The approval worked, but Brilo is not yet an application user in this environment. Do the Add Brilo to your Sales environment step above, and check that the Environment URL you pasted is the same environment you added Brilo to. Then click Test connection again. Brilo says “That is not a Dynamics 365 address”. Paste the Environment URL from Power Platform admin center, like https://contoso.crm.dynamics.com, not the address of a page inside Dynamics. Brilo says “Microsoft refused the sign in”. The approval was removed in Microsoft, or never finished. Start again from Continue and sign in as an admin. Your agent did not find a caller who is a lead in Dynamics. Find lead by phone checks the lead’s business, home and mobile numbers. Make sure the lead has the number in one of them, and that the action’s Trigger includes during the call and your Prompt tells your agent to look the caller up at the start. Nothing appeared on the lead after a call. Check that Run on real calls is on, then open the workflow’s Run History. A lead that was already qualified or disqualified cannot be changed. Anything else: An action did not run.

FAQ

Does Brilo work with Microsoft Dynamics 365?

Yes, with Dynamics 365 Sales. Connect it from the app store: a Microsoft admin approves Brilo, adds it as an application user in your Sales environment and pastes the environment URL. Your agent can then find callers, create, update, qualify and disqualify leads, log calls, save transcripts as notes and leave follow-up tasks. Business Central is not supported.

Is my Dynamics data shared with anyone?

No. Brilo reads and writes only what your agent’s Dynamics actions need, in the one environment you connected, and only as the Brilo application user with the role you gave it. Your Dynamics data is not shared with other Brilo customers. To limit Brilo further, give its application user a security role with fewer permissions.

How do I stop Brilo from accessing Dynamics 365?

There are three ways, and any one is enough. In the Brilo app store, open Microsoft Dynamics 365 Sales, click Connected and remove the connection. In Power Platform admin center, open your environment’s Application users and remove Brilo for Dynamics. Or, in Microsoft Entra admin center, remove Brilo for Dynamics from your Enterprise applications, which stops it for every environment at once. The Dynamics actions stop working straight away.

Does Brilo work with Dynamics 365 Business Central?

Not yet. Business Central is a separate Microsoft product for accounting and operations, and it has no leads. Brilo connects to Dynamics 365 Sales. If your team uses Business Central, email support@brilo.ai with what you want your agent to do there.

Can Brilo fill my own custom lead columns?

Yes. Update lead fields sets any column on the lead table, including ones your team added, such as a loan amount or the use of funds. List lead fields shows each custom column’s Dynamics name, which is what the after-call workflow uses.

Can Brilo save the call transcript in Dynamics 365?

Yes. In the after-call workflow, Add note to lead saves a short summary and the full transcript as a note on the lead, and Log phone call on lead records the call itself with a summary. Very long calls may be shortened in the note.

Will Brilo create duplicate leads in Dynamics 365?

Not when the workflow looks the caller up first. Find lead by phone checks Dynamics before anything is written, and the workflow creates a lead only when nobody matches. If your environment has duplicate detection on, Dynamics can also refuse a new lead that looks like an existing one.

Who at my company needs to approve Brilo in Microsoft?

A Microsoft admin, in two places. A Global Administrator, Application Administrator or Cloud Application Administrator approves Brilo for your organization, starting from Continue in the Brilo app store. Then a Power Platform or Dynamics 365 administrator adds Brilo for Dynamics as an application user with the Salesperson role in your Sales environment. The admin section of this page has every click.

Do I need a developer to connect Dynamics 365 to Brilo?

No. There is no code and no key to copy. You need a Microsoft 365 or Dynamics admin for about ten minutes, to approve Brilo, add it as an application user and paste the environment URL.

Update your CRM for what is worth writing after a call
What are actions for how a connected app gets used on a call
Automate what happens after a call for after-call workflows
Supported integrations for everything else Brilo connects to
An action did not run when nothing reaches Dynamics

​Before you start

​Steps

​Step by step for your Microsoft admin

​Who can do it

​Part 1: Approve Brilo for your organization

​Part 2: Add Brilo to your Sales environment

​Check it in Microsoft

​You will know it worked when

​What your agent can do in Dynamics 365

​Know the caller during the call

​Qualify leads and log every call automatically

​Calls with existing customers

​Outbound calls

​What is not supported

​What else you can do here

​If it did not work

​FAQ

​Related

Before you start

Steps

Step by step for your Microsoft admin

Who can do it

Part 1: Approve Brilo for your organization

Part 2: Add Brilo to your Sales environment

Check it in Microsoft

You will know it worked when

What your agent can do in Dynamics 365

Know the caller during the call

Qualify leads and log every call automatically

Calls with existing customers

Outbound calls

What is not supported

What else you can do here

If it did not work

FAQ

Related