Gleap AI agents can work in Microsoft Dynamics 365 through Composio, for companies that run sales and customer service in Dynamics 365 and collect in-app bug reports and product feedback with Gleap. A custom agent can open and update Dynamics 365 cases from Gleap reports and look up leads and invoices when a customer asks about them.
What a Gleap agent can do in Dynamics 365
- Cases from product reports: Create Case opens a Dynamics 365 case from a Gleap bug report, so the customer service team tracks it where they already work.
- Case updates after the fix: Update Case records progress on that case once a teammate confirms in Gleap that the fix is live.
- Invoice questions: Get all invoices action and the invoice lookup show the status of an invoice when a customer asks about billing in the Gleap widget.
- Leads from feature requests: Create Lead adds a company to Dynamics 365 when a feature request comes from an organization sales does not track yet.
Example: a bug report that also needs a case
An enterprise customer reports through the Gleap widget that approvals in your app get stuck, and their contract requires every incident to be logged as a case. A teammate asks the agent on the Gleap ticket to log it. The agent creates a Dynamics 365 case with the steps, browser and page from the Gleap report and writes the case reference back into the ticket’s agent chat. Support keeps the customer updated from Gleap, and the account team decides what goes into the case record.
How to connect Dynamics 365
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use Dynamics 365, or click Create agent.
- Under Tools, click Add tool, search for “Dynamics 365” and select it.
- Click Connect Dynamics 365 and approve access in the Microsoft sign-in window.
- Open the Dynamics 365 tool and switch off every action the agent should not use, such as Create Invoice, Update Invoice or Create Sales Order.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with Dynamics 365?
Yes. Gleap AI agents use Microsoft Dynamics 365 through Composio’s Dynamics 365 toolkit, connected with a Microsoft OAuth sign-in. The agent creates or reads records when it runs; there is no background sync between Dynamics 365 and Gleap.
What can a Gleap AI agent do in Dynamics 365?
It can create and update cases, leads, opportunities, invoices and sales orders, create accounts and contacts, and read leads and invoices. The toolkit has no action for reading cases or opportunities, so plan on the agent writing those records rather than looking them up.
Which Gleap plan includes the Dynamics 365 integration?
Custom agents that use Dynamics 365 are part of the Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. Dynamics 365 security roles of the signed-in user still apply. AI usage is billed separately; see pricing.
Should support tickets live in Dynamics 365 or Gleap?
Keep the conversation, bug evidence and agents in Gleap, and create a case in Dynamics 365 where your process or contract needs one. The agent can do that step on request, so teammates do not copy reports by hand.
