Set up Contact Creation

When a call involves a number that is not yet in Dynamics 365 (your CRM, or Customer Relationship Management system), Cloud Voice can turn that number into a new record. You decide how this happens: let the integration create records on its own for the call directions you choose, or keep control and add each unknown number yourself while you are on the call.

Choose a contact-creation method

1. Sign in to the Cloud Voice App for Dynamics 365 plugin, then click the preferences icon .

2. Open the Dynamics Integration tab.

3. Set up creation to match how you want to work:

   To have records created for you automatically:

   a. Select the Auto Create Dynamics Contact checkbox.

   b. Use the Call Type list to pick which calls trigger a new record:

   

   • Inbound: an incoming call from a number that matches no existing Account, Contact, or Lead.
   • Outbound: an outgoing call to a number that matches no existing Account, Contact, or Lead.

   Caution

   Auto creation reacts to every call that does not already match a record. With Inbound selected, that includes spam, robocalls, and wrong numbers, so your CRM can fill up with junk records over time. If unwanted calls are common, leave auto creation off and add real contacts by hand instead.

   c. Use the Contact Type list to choose the kind of record to create:

   

   • Accounts: store the unknown number as an Account.
   • Contacts: store the unknown number as a Contact.
   • Leads: store the unknown number as a Lead.

   Tip

   Pick the record type that matches how your team works the number: Leads for sales prospects you still need to qualify, Contacts for individual people, and Accounts for organizations. Choosing the wrong type means extra cleanup later.

   To review unknown numbers and add them yourself, leave Auto Create Dynamics Contact cleared.

4. Click Save.

What happens next

• With automatic creation on, any inbound or outbound call to an unrecognized number (per your Call Type choice) adds that number to Dynamics 365 as the record type you selected.

• With automatic creation off, you can save an unknown number as a new record on the fly during the call.

  

Note

Records made this way are named with an Automatic New Contact prefix followed by the phone number, so they are easy to spot and clean up later.