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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Linking Microsoft Team...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Linking Microsoft Teams Channel Communication to Cases in Dynamics 365

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Posted on by Sushma Patole 250
We’re currently using the “New Connected Chat” feature in Dynamics 365 Customer Service, which works well for personal chats linked to Cases. 
However, we’ve noticed that Teams channel conversations (especially within owner teams like country-specific or support teams) do not reflect back into the Case record.
 
We’re looking for a way to:
Capture or link Teams channel messages to the related Case record in CRM.
Ensure that communication from team collaboration is visible in the Case timeline or as a related view.
Keep a complete history of discussions tied to each Case.
Has anyone implemented this using Power Automate, Graph API, or other methods? Any guidance or ideas would be appreciated.
 
Thank you!

     
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at
    1. Microsoft Graph API + Power Automate Solution:
    • Create a Power Automate flow triggered when:
    • New message posted in Teams channel (using Graph API)
    • Message contains Case # or identifier

    1. Set Up Flow Triggers:
      
       When a new channel message is added (Graph API)
       -> Filter for messages containing Case IDs
       -> Look up related Case in Dynamics
      
    2. Create Timeline Records:
       For each matching message:
       -> Create "Teams Message" custom entity record
       -> Link to Case via relationship
       -> Display in Case timeline via subgrid

    3. Required Components:
    • Custom entity in Dynamics for Teams messages
    • Service account with Graph API permissions
    • Teams app manifest with required RSC permissions

     
  • Sushma Patole Profile Picture
    Sushma Patole 250 on at
    This is custom entity..Any other out of box implementation

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