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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Teams Dialer in Sales ...
Customer experience | Sales, Customer Insights,...
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Teams Dialer in Sales Hub

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Posted on by RD-07051301-0 14
Hi - we have Teams dialer in Sales Hub being used to call, record and transcribe calls when calling contacts directly from our dynamics CRM. 
 
However, we have to prearrange a lot of calls with contacts and end up creating them as Teams appointments ahead of the call. With this scenario its not clear how we can log into the call appointment (eg via the Teams link in the call appointment) and end up with the call recording and transcription against the contact record (or appointment record) in the CRM in a similar manner to what happens automatically when we call the contact directly. 
 
It would be great if someone could enlighten us on how to do this.
 
Thanks
 
Categories:
Microsoft Dynamics CRM
I have the same question (0)
  • Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,375 Most Valuable Professional on at
    You're right—calls initiated directly via the Teams dialer in Sales Hub are automatically recorded, transcribed, and linked to the contact or activity in Dynamics 365. However, Teams meetings scheduled as appointments behave differently and do not automatically sync recordings/transcripts back to Dynamics CRM. Here’s the correct and to-the-point guidance:
    Why it doesn’t work automatically:
    • Teams appointments (i.e., scheduled meetings) are not initiated from the Sales Hub dialer, so Dynamics doesn’t track them as phone calls.
    • Even though the meeting is on the calendar and includes the contact, call metadata (recording, transcript, participants) remains in Microsoft Teams/Exchange, not CRM.
    1: Use Conversation Intelligence (Sales Premium License Required)
    • Enable Sales Conversation Intelligence.
    • This captures Teams meeting recordings and transcripts if the meeting is organized by a licensed seller and recording is enabled.
    • After the meeting, insights (transcript, summary, sentiment) are auto-linked to the contact/lead/opportunity.
    Requirements:
    • Sales Premium or Viva Sales
    • Meeting must be recorded and transcription enabled
    • Organizer must have proper licenses
    2: Manually Upload & Link
    • After the meeting, download the recording/transcript from Teams.
    • Create a Phone Call or update the Appointment activity in CRM and attach the file/transcript manually.

     
  • RD-07051301-0 Profile Picture
    RD-07051301-0 14 on at
    Thanks Muhammed for this - just revisiting as it still doesn't work for our team. To clarify they have Conversation Intelligence. They have the meeting options set to record and the conversation intgelligence teams recording policy is set to record all participants. Is there another setting they need to enable. Plus stripping it all back do they, when joining an appointment, click the Teams link for the appointment in outlook, or click it direct within the CRM appointment? Thanks!   
  • Suggested answer
    Rishabh Kanaskar Profile Picture
    Rishabh Kanaskar 6,219 Super User 2026 Season 1 on at
    Hi,
     
    With Conversation Intelligence enabled and meeting recording turned on, there’s no additional setting in CRM needed.
    > Users can join the meeting either via the Teams link in Outlook or the link in the CRM appointment, both work.
    > However, recordings and transcripts are not automatically linked to CRM; they must be manually attached or handled via a Power Automate flow to associate them with the appointment or contact.
     
    Thanks
    Rishabh

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