# Dynamics 365

## Overview

This integration is available through the [Microsoft AppSource store](https://appsource.microsoft.com/en-us/product/dynamics-365/cobrowseiollc.integration).

{% embed url="<https://vimeo.com/1095905912?share=copy>" %}
Cobrowse for Microsoft Dynamics 365 Customer Service
{% endembed %}

## Installation guide

To install and configure the Cobrowse integration with Microsoft Dynamics 365:

1. Install the app from the [Microsoft AppSource store](https://appsource.microsoft.com/en-us/product/dynamics-365/cobrowseiollc.integration).
2. *(Optional)* If you are [self-hosting](/enterprise-self-hosting/self-hosting-overview.md) your Cobrowse.io instance, follow the [self-hosted instructions](#self-hosted).
3. Sign into your Microsoft Dynamics 365 installation and assert you have a verified email address. You can verify in **Copilot Service Admin Center** > User management > Users > Manage > Your user > **Approve Email**
4. As a Microsoft Dynamics administrator, open the Cobrowse.io application from the app launcher. Under **Setup**, select the **OAuth Consent** link. This will generate a URL that must be approved by an Azure administrator.

#### Configure the API

[EU cloud](https://eu.cobrowse.io) and self hosted customers should point the API to their Cobrowse cluster.

{% tabs %}
{% tab title="EU Cloud" %}
[EU cloud](https://eu.cobrowse.io) customers should point the API to the EU cloud by following these steps:

1. Visit [make.powerapps.com](https://make.powerapps.com).
2. Select the environment where the Cobrowse application is deployed
3. Navigate to **Solutions** and open the **Default Solution**
4. Filter the object list to `Environment variables` and search for `API base`. Identify the `cobrowse_api` variable and `Edit` it.
5. Set the `Current Value` the value to `https://eu.cobrowse.io`.
   {% endtab %}

{% tab title="Self Hosting" %}
When [self-hosting](/enterprise-self-hosting/self-hosting-overview.md) the Cobrowse.io instance, there are two preliminary steps required:

1. Update the `cobrowse_api` environment variable
   1. Visit [make.powerapps.com](https://make.powerapps.com).
   2. Select the environment where the Cobrowse application is deployed
   3. Navigate to **Solutions** and open the **Default Solution**
   4. Narrow down the object list to `Environment variables`, search for `API base`. Identify the `cobrowse_api` variable and `Edit` it.
   5. Set the `Current Value` the value to your self-hosted instance URL, including protocol and hostname (e.g., `https://cobrowse.example.com`).
2. Register an OAuth application.

   1. As an azure administrator, go to the [Azure portal](https://portal.azure.com) > [Microsoft Entra ID](https://portal.azure.com/#view/Microsoft_AAD_IAM/ActiveDirectoryMenuBlade/~/Overview) > +
   2. Select **+ Add** > **App registration** and configure
      1. **Name**: `Cobrowse.io Application`
      2. **Supported account types**: `Accounts in this organizational directory only`
      3. **Redirect URI**

         **Platform**: `Web`

         **URL**: `https://<your cobrowse instance>/api/1/dynamics/auth/callback`
   3. Click **Register**
   4. After registration:
      * Note the **Application (Client) ID**.
      * Create a client secret under \*\*Certificates & secrets
   5. In your cobrowse.io deployment, set the following environment variables:

   ```
   dynamics__client_id=<your client id>
   dynamics__client_secret=<your client secret>
   ```

{% endtab %}
{% endtabs %}

### Enabling Cobrowse for live chat

To enable Cobrowse functionality for live chat channels:

1. Navigate to the **Copilot Service Admin Center** for your organization.
2. Go to **Channels > Chat > Manage**.
3. Edit your desired channel and open **User features**.
4. Toggle the **Co-browse** feature on and select **Cobrowse.io** as the provider.

Note that to use the Cobrowse user feature with the Customer Service live chat widget, you must integrate the [Cobrowse SDK](/sdk-installation/web.md) into the webpage where the widget is hosted.

### Enabling Cobrowse for other channel types

Cobrowse functionality is also available for other communication channels such as voice, WhatsApp, and more. While the agent will not automatically see the user’s device in these cases, a cobrowsing session can still be initiated using a [6-digit code](/sdk-features/6-digit-codes.md).

If your channel is already set up, follow these steps to enable Cobrowse:

1. Navigate to the **Copilot Service Admin Center** for your organization.
2. Go to **Workspaces > Session Templates > Manage**.
3. Select the session template associated with your channel and click **Edit**.
4. Under **Additional Tabs**, choose **Add Existing Application**
5. Search for **Cobrowse.io Tab** and add it to the list
6. Click **Save & Close**

Note: Default session templates cannot be edited. To work around this, create a new session template, replicate the settings from the default template, and then add the Cobrowse.io application tab.

This will add Cobrowse as a default tab when agents open an interaction.

### Add our SDKs to get started!

See [Getting started](/readme.md) to add our SDKs and begin end-to-end testing! Your license key can be found in your **Account Settings**, seen above.

## Controlling user access

The Cobrowse Microsoft Dynamics application includes two roles for managing user permissions:

1. `Cobrowse.io - Administrator`

   Grants access to the Cobrowse.io application via the app launcher. Users with this role can view active devices, sessions, and settings.
2. `Cobrowse.io - Agent`

   Grants access to the Cobrowse sidebar, allowing agents to initiate cobrowse sessions during customer interactions.

Note that in order for your users to authenticate into Cobrowse, their email address has to be verified in Microsoft Dynamics 365.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.cobrowse.io/agent-side-integrations/crm-helpdesk-integrations/microsoft-dynamics-365.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.