This guide will show you how to connect Intercom and Microsoft Dynamics using Highways.

Connecting Dynamics and Intercom has never been easier – it does not require a developer, but it requires System Admin rights for both Microsoft Dynamics and Intercom.

Before Installation

The installation process for our Microsoft Dynamics and Intercom integration has mandatory requirements:

  • System Admin rights are required for installation
  • The app only works with Microsoft Dynamics 365
  • Your Admin will need to create an App in Azure Active Directory
  • Your Admin will need to create an Application User in Dynamics 365

Overview of Setup

  1. Create an Application in Azure Active Directory
  2. Create an Application User
  3. Connect Intercom and Dynamics via Highways

Part 1 – Create an Application in your Azure Active Directory

Navigate to https://admin.microsoft.com and sign in using your AD credentials.

Choose Admin > Admin centers > Azure Active Directory

Top Tip: You may need to expand your menu pane to show this option.

A new window will open and you may need to log in again. Your Dashboard for Azure will show.

Click Azure Active Directory > App registrations followed by Register an Application

Enter a name for the new application that is memorable for you. In our example, we will call it Intercom by Highways (Cases) to denote this app is for the Cases functionality of MS Dynamics Customer Engagement.

You can choose the Tenant system to suit your organisation best and you do not need to enter a redirect URL.

Click Register

On the next page, click API Permissions and then Add A Permission

Choose the MS Dynamics API Type:

And permit user_impersonation, then click Add Permissions

Next, click Grant Admin Consent for your given org and authenticate with Azure if requested.

On the navigation pane, click Overview and record your Display NameApplication ID, and Directory ID values of the app registration. You will require these later.

Next, click Certificates & Secrets and click New Client Secret. Give your secret a name and expiry (We recommend never but you should adhere to your organisation’s security policy)

Click Add and safely note your new secret as it will not be displayed again!

Congrats, your application is now registered with Azure. Remember, you will shortly need your:

  • Application ID
  • Application Secret

So, write them down and have them ready for the next step.

Part 2 – Create An Application User

Navigate to your Common Data Service environment e.g https://[org].crm.dynamics.com

Top Tip: You may need to swap to the older layout by clicking Advanced Settings

Choose Settings, then Security

Click Users, and on the next page filter by Application Users.

Then click New

Enter your information, we recommend setting up an Inbox for each User as they must be unique for the App. Enter the Application ID as given to you in Azure.

Click Save & Close

Important:

  • Ensure you assign the correct roles – y default, we recommend assigning the Common Data Service User role.
  • Ensure you add appropriate permissions for your given app – for example, to view Cases, Orders and Sales Orders, you will need a Customer Service Representative role for this application user.
  • You can add roles by clicking Manage Roles, adding the required roles and then saving.

Part 3 – Connect Intercom to MS Dynamics via Highways

You are now ready to kick off the installation flow with Highways. Below are the three different Microsoft Dynamics Apps you can install:

Option 1 – Microsoft Dynamics Cases

This app is built for support teams who use Dynamics as their support hub and want to connect Intercom to pass cases and contact data between the two.

Install Dynamics Cases


Option 2 – Microsoft Dynamics Sales

This app is built for sales teams who use Dynamics as their centralised sales system and want to enable their sales reps to connect Intercom through Quotes and Contact info.

Install Dynamics Sales


Option 3 – Microsoft Dynamics Contacts

This app is the most basic Dynamics app. After connecting Dynamics and Intercom, your team will be able to create and view contact information from Dynamics in their inbox.

Install Dynamics Contacts


After you click Install

Authenticate with Intercom and you will then be redirected to enter your MS Dynamics information. Enter the information exactly as given to you by Azure and Dynamics365

Click Save.

Your MS Dynamics App is now ready to use with Intercom!

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