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246We’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.
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.
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!
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