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Microsoft Dynamics 365 Integration

In this article, we'll cover the basics of our integration with Dynamics 365. From what it does, to how to get started, and even frequently asked questions.

Integration Basics

What does the integration do? 

Pull Contacts: Each night at 3 am EST, Hatch will make sure that Contacts, Leads, Accounts, and Opportunities from Dynamics 365 are pulled into your Hatch account and updated with the most recent information.

Push Communications: Anytime a communication such as a call, text, or email takes place within Hatch, we’ll send that information back to Dynamics's Contacts, Leads, Accounts or Opportunities.  

This integration does not offer Edit your Contacts at this time. If you update the First and Last Name, Email, or Phone Number in Hatch, that change will not be reflected in your CRM. Update any contact information in the CRM, and wait for it to sync back to Hatch. 

What information do you pull into Hatch?

We pull in any contact information such as Name, Phone Number, and Email from the Contact Record. This is what we'll use to launch a contact into campaign. 

We also pull in Leads, Accounts, and Opportunities. Those are added to the Contact Details in Hatch as opportunities.

How often does the integration sync?

Our integration will sync every night at 3 AM EST. Any contacts that were updated or created within the previous day in Dynamics 365 will be pulled into Hatch.


A sync can always be performed from the Contacts Page in Hatch if needed.

Where do Hatch communications show in Dynamics 365?

When communications are sent back to Dynamics 365, we have the option to send this information to the Contacts, Leads, Accounts or Opportunities Record. 


The following activites are sent back to Dynamics:

  • Hatch Inbound Call
  • Hatch Outbound Call
  • Hatch Inbound SMS
  • Hatch Outbound SMS
  • Hatch Inbound MMS
  • Hatch Outbound MMS
  • Hatch Inbound Email
  • Hatch Outbound Email
  • Hatch Inbound Voicemail
  • Hatch Inbound Missed Call

Setting Up the Integration

Here’s what we need to get started:

  1. In order to set up this integration, you will need the following: Application (Client) ID, Client Secret Key, Directory (Tenant) ID. We recommend working with your customer success manager to gather this information together. 
  2. We’ll confirm with you the details of your integration, and then turn on the integration for you. 

Creating Audiences to Add to Campaigns

After getting a CRM integration set up, the next step is to start working on creating custom audiences with your data, and then adding those contacts to campaigns.  

Here’s a couple of examples of what we’ll talk about...

  • Correctly defining contacts statuses in your CRM
  • Identify any custom fields that could be used in Campaigns
  • Deciding what contact details to use in campaign language

At this time, you can ask any outstanding questions you have about the CRM set-up.

Frequently Asked Questions

Will Hatch change contact’s statuses in Dynamics 365?

We do not update any status in Dynamics 365 through the integration. However, if you change the status in Dynamics 365, Hatch will update that contact’s information next time we sync (manually or at 3am EST).

We recommend syncing before running campaigns just in case any status changes occurred during business hours.

How often is does the CRM sync?

We sync Hatch with your CRM every night. However, at any time, you can use the Sync Button on the contacts page to make sure you are up to date before launching contacts into the campaign.

What information is pushed back to Dynamics 365?

The only thing we push back to Dynamics 365 is the communications that occurred in Hatch. This can include texts, emails, or calls. These will populate in Dynamics 365's Contacts, Leads, Accounts or Opportunities depending on how the integration is configured. 

Does this integration pull in custom objects or custom fields?

In Dynamics, companies have the option to add custom objects in addition to Contacts, Leads, Accounts or Opportunities. Our standard integration does not pull customer objects. However, our integration does pull in custom fields that are on Contacts, Leads, Accounts and Opportunities Records.

Does this integration offer Sold Auditing?

Sold Auditing allows Hatch to automatically record Sold Entries for you within Contacts. This is very handy for showing Sales in Reports. At this time, this integration does not support sold auditing.