With the tools activated (section 5), your agent can look up and write to Dynamics 365 while chatting. Two real conversation examples: > **Note — Example: search before creating** > > A customer writes over WhatsApp giving their email. The agent uses "Search contacts" to see whether a contact with that email already exists in Dynamics; if it doesn't, it uses "Create a new CRM contact" with the data it already has from the conversation — never duplicating an existing contact. > **Note — Example: noting an opportunity** > > After confirming a customer's interest in a proposal, the agent uses "Search sales opportunities" and, if it applies, "Add a CRM note" with a summary of what was discussed — your sales team sees the note in Dynamics without having to copy it by hand. Dynamics 365 doesn't have its own piece in the **flow builder** today (unlike pieces such as "Email (read)", Manual 61): its tools are available to any agent with access, within a normal conversation, not as a step in a multi-step flow. > **Notice — The agent respects Dynamics's limits for you** > > Dynamics limits how many requests it can receive per second (Microsoft's "Service protection API limits"). If that limit is ever reached, the agent tells the customer to try again in a moment — never showing a technical error or leaving the conversation unanswered.