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Integration · Retell AI to Microsoft Dynamics 365

Retell AI and Dynamics 365 integration

Retell AI answers and places calls with a voice agent. Dynamics 365 is your system of record for leads, customers and cases. We connect them so every AI call is saved as a phone call activity in Dynamics, on the right record, and starts the process that should follow. One-time setup, no monthly fee from us.

  • From $100, one-time setup
  • No monthly fees from us
  • Tested on your own calls before go-live
Get a written scope
Retell AI Microsoft Dynamics 365

One call ends in Retell AI. In Microsoft Dynamics 365:

  1. Retell AI handles a callInbound line or outbound list
  2. A phone call activity in DynamicsOn the lead, contact or case
  3. The next step startsOwner, queue or business process
One-time setup
From $100
Monthly fee from us
$0
Working days to a written scope
2
Working days to build and test
5–10

Get a fixed price for Retell AI + Microsoft Dynamics 365

One-time setup, no monthly fees. Tell us where to send it and we reply within 2 working days.

or

In Dynamics, a call should be an activity, not a note

Dynamics 365 has a proper phone call activity, with direction, duration, regarding record and owner. Reporting, timelines and many business processes depend on it. An AI call that arrives as a free-text note is invisible to all of that.

So we save Retell calls as real phone call activities, set "regarding" to the right lead, contact, opportunity or case, and assign an owner. The answers the agent collected go into fields, not prose. From there, your existing Power Automate flows or business process stages can take over, the same as for a call handled by a person.

  • Customer serviceFirst-line calls handled by the agent, with cases created or updated.
  • Inside salesLeads qualified by phone and routed to the right team.
  • After-hours linesCalls answered overnight, waiting as activities in the morning.

What we connect between Retell AI and Microsoft Dynamics 365

A typical setup. We adjust each line to how your team uses Retell AI and Microsoft Dynamics 365.

When this happensThis is what you get
A Retell AI call endsA phone call activity, regarding the matching record
Transcript and summaryOn the activity
Answers the agent collectedWritten to the right Dynamics fields
A qualified caller or urgent issueOwner assigned or record routed to a queue
A new callerA new lead, checked against existing numbers first

Field mapping, event by event

Each Retell AI event and exactly what it writes in Microsoft Dynamics 365. Pick an event to see its fields.

1. Trigger · Retell AI When an AI call ends Every call made or received in Retell AI
2. Action · Microsoft Dynamics 365 Log the phone call activity In Microsoft Dynamics 365, on the contact or lead — Where your team already works
Microsoft Dynamics 365 field Mapped from What happens
Activity date Start timestamp15 Sep, 4:00 pm Shown in your time zone
Call length Duration ms3 min 04 s Stored the way Microsoft Dynamics 365 expects
Recording Call recordingPlayable audio Added once the file is ready
Summary and transcript TranscriptWants a demo next week Saved as note text
Owner Agent idMaria Lopez Matched to the same person in Microsoft Dynamics 365
Contact or lead Matched by phone number+1 415 555 0142 A new contact or lead is created only if none match
1. Trigger · Retell AI When the call summary is ready Transcript and summary are finished
2. Action · Microsoft Dynamics 365 Save a note In Microsoft Dynamics 365, on the contact or lead — Readable by anyone who opens the record
Microsoft Dynamics 365 field Mapped from What happens
Transcript TranscriptAgent: Hi, this is… Below the summary
Contact or lead Same match as the call+1 415 555 0142 Linked to the same record as the call

Sample values are made up. The exact fields are agreed with you in your scope.

A one-time setup, not a monthly middleware bill

We are not a middleware. We plan the connection, set it up, test it on your calls and hand it over.

Web Repay integration setup Middleware subscription
What you pay One-time setup, from $100 (one-off) A monthly plan, often priced by tasks or operations
As call volume grows The same price, no per-task charges Costs rise with every call that syncs
Who builds and tests it We do, on your own Retell AI calls Your team builds and maintains every step
Where it runs In your own Retell AI and Microsoft Dynamics 365 accounts, documented Inside the middleware vendor’s platform
When something changes Additional support as needed, when you request it Your team fixes the broken steps

Where a small connector layer is the most reliable route, we say so in your written scope, set it up in your own account and choose the option with the lowest running cost.

Where Retell AI and Microsoft Dynamics 365 setups usually go wrong

The right "regarding" record

A caller may have a lead, a contact and an open case. We agree which one each type of call attaches to.

Security and access

Dynamics uses app registrations and security roles. We set up a dedicated app user with only the access it needs.

Phone number formats

We normalise numbers so callers match existing records.

Flows already running

A new activity can trigger existing Power Automate flows. We check them first.

How we set it up

  1. 1

    Agree records and rules

    Which records calls attach to and what each outcome does. Written scope, fixed one-time price.

  2. 2

    Access

    Admin help to create an app registration in your Microsoft tenant, and Retell AI access.

  3. 3

    Connect and test

    We test calls through each outcome in a test or sandbox environment first, where you have one.

  4. 4

    Handover

    A short note of the setup and the app user.

Two agents on headset calls in an office
Test call passedEvery field in the table checked LiveWatched for the first week

What it costs

From $100 one-time setup

Starting price for connecting Retell AI and Microsoft Dynamics 365, built and tested. Larger mappings get a fixed quote in writing before we start.

No monthly fee from us. Additional support is available as needed, whenever you request it.

Get a written scope

Tell us what should happen in Microsoft Dynamics 365 when a call ends. We reply within 2 working days.

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From the blog

Further reading

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Questions about Retell AI and Microsoft Dynamics 365

Will AI calls show in Dynamics reports?

Yes. They are saved as phone call activities, so they appear in timelines and activity reports like other calls.

Do you need a global admin?

Someone with permission to create an app registration and assign a security role. We guide them through it.

Is there a monthly fee?

Not from us. You pay once for the setup. Retell AI charges for call minutes on its own plan.

Can the agent hand over to a person?

Yes, Retell supports call transfer. We include it in the scope if you want it.

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Rather talk it through?

Thirty minutes on how your team uses Retell AI and Microsoft Dynamics 365. You leave knowing what we would build and what it would cost.

Call +91 82857 48750
Person at a desk using a laptop
Call ended03:04 · inbound Phone call activityRouted to queue Call-back taskAssigned to the contact owner