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.