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How to Integrate ProProfs Live Chat With MS Dynamics

ProProfs Live Chat Integration with MS Dynamics 365 helps proactively reach out to website visitors to drive more sales. Microsoft Dynamics 365 CRM enables you to assemble leads and cases, expand email marketing lists, and monitor sales!

Integrate ProProfs Chat with MS Dynamics, a business application platform, to improve the end-user experience using its built-in applications and tools.

Watch this quick video to learn about ProProfs Chat and MS Dynamics integration.

Or continue reading to learn it step-by-step.

Once the integration is done, basic information such as the name and email is automatically sent to their respective standard fields in the MS Dynamics CRM. For custom field mapping, you may contact our customer care.

Field mapping is required to send the data (values collected from multiple channels like pre-chat form, custom variables, chat transcripts, etc.) to their corresponding fields in the MS Dynamics CRM.

These values help in generating the three main components of this integration:

1. Case (used to track a customer request, question, or issue),

2. Contact (a customer, supplier, or colleague), and

3. Lead (a prospective customer for your product/service).

Benefits of the ProProfs Live Chat integration with MS Dynamics:

Send information between chatbot and MS Dynamics seamlessly
Use the capabilities of Enterprise Resource Planning and Customer Relationship Management via a single platform

In this article, you’ll learn:

1. How to Create an Application in Azure Active Directory

2. How to Enable ProProfs Chat and MS Dynamics Integration

3. How to Create an Application User in the Power Platform Admin Center

How to Create an Application in Azure Active Directory

Step 1: Log in to your Azure account https://portal.azure.com/ and open Azure Active Directory(Azure AD).

Microsoft Azure dashboard

Step 2: In the Azure Active Directory admin center, go to Azure Active Directory on the left panel. Then, under Manage, click App Registration > Register an application.

Step 3: In the registration window,

Enter the app name, for example, Microsoft Dynamics Cases for ProProfs Chat (you can change it later).
Select the second option (multi-tenant) in Supported account types and click Register.

Enter app details

Step 4: Go to the API permissions tab,

Click Add a permission.

Add a permission

Choose Dynamics CRM.

Choose Dynamics CRM

Step 5: Select the user_impersonation permission and click Add permissions.

Click Add Permissions

Step 6: Click on Grant admin consent for your organization and confirm it by clicking Yes. You should see: Successfully granted admin consent for the requested permissions.

Grant Admin Consent

Step 7: Go to the Overview tab and note the Application (client) ID and Directory (tenant) ID.

Save Client ID and Tenant ID

You will need those details during the setup of the ProProfs Chat integration.

Step 8: Go to Certificates & secrets and add a new client secret by clicking the button.

Add new secret

Step 9: In the Description field, enter “Microsoft Dynamics Cases for ProProfs Chat” and choose the expiration time for the client secret.

For the expiration date, we suggest choosing Never, but it all depends on your organization.

Click Add to save changes.

Enter details and click Add

Step 10: Copy and paste the newly created Value onto your system. You’ll need it during the ProProfs Chat integration setup.

Click to Copy the value and paste it for future use

Important: Client secret values cannot be viewed, except for immediately after creation. Be sure to save the secret when created before leaving the page.

How to Enable ProProfs Chat and MS Dynamics Integration

In your ProProfs Chat account,

Go to Settings > Integrations (on the left panel).
Click to enable Microsoft Dynamics. A pop-up window opens.
Under the Settings tab, enter details and allow the creation of contacts, leads, and cases.
Click Save.

ProProfs Chat Integration with MS Dynamics

You can also configure CRM field mapping. To do so,

Switch to the Configuration tab.
Select the field you want to display over the operator screen to map into your CRM.
Enter the CRM Field Name.
Click Add.

Configure CRM Field Mapping

The purpose of field mapping is to help you save time & effort while re-entering information from fields in one record into corresponding fields of another.

How to Create an Application User in the Power Platform Admin Center

Let’s say this is your app in your Azure’s Active Directory in the App Registrations. Next, you want to create an Application User in Dynamics CRM for this app.

Step 1: Go to the Power Platform Admin Center, and locate your D365 CRM/Dataverse environment in Environments.

Step 2: Under Settings, you’ll see Users, expand the same, and see Application Users.

Step 3: Your registered apps will appear here. You can add a new app using the “+ New App User” button above.

Add New App User

Step 4: Click + Add an app.

Add an app

Step 5: Select the app you created from the list of all the apps in your Azure’s Active Directory and click Add.

Select the app

Step 6: Click Create after adding the app you want for which you want to create an Application User.

Create a new app user

You can now find the app under the Application users section in your environment.

Newly created user for your app

Step 7: Decide the Security Roles based on the requirement. Select the app user, and click Edit security roles.

Add security roles

Choose as many roles as you want from the list. For instance, here, I have chosen three.

Select security roles

The assigned number of security roles will appear against the application in the Application users segment.

Indication of the number of security roles of the application user

That is all about ProProfs Chat and MS Dynamics integration.

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