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[This article is prerelease documentation and is subject to change.]
The Sales Hub Dialer is an embedded softphone in Dynamics 365 Sales that lets sellers make outbound calls and receive inbound calls directly within the Sales Hub application. Built on Azure Communication Services—the same cloud telephony platform used by Dynamics 365 Contact Center—the dialer delivers enterprise-grade reliability, advanced AI-powered conversation intelligence, and seamless CRM integration so that every call is automatically logged and enriched with insights.
Key capabilities include:
- Click-to-call from any lead, contact, or opportunity record.
- Inbound call handling with automatic caller identification and screen pop.
- Full call controls including hold, resume, mute, warm transfer, and cold transfer.
- Real-time transcription and sentiment analysis powered by Conversation Intelligence.
- Spam call detection to block unwanted callers.
- Automatic call logging as Phone Call activities on record timelines.
Important
- This is a preview feature.
- Preview features aren't meant for production use and may have restricted functionality. These features are available before an official release so that customers can get early access and provide feedback.
Prerequisites
Before sellers can use the Sales Hub Dialer, the following requirements must be met:
- Licensing: An appropriate Dynamics 365 Sales license that includes access to Conversation Intelligence and Copilot features is required. Learn more in the Dynamics 365 licensing guide.
- Admin setup: An administrator must provision and configure the voice channel in your Dynamics 365 environment and enable the dialer for Sales Hub. For detailed admin setup instructions, see Enable and configure the Sales Hub Dialer (preview).
- Telephony: A calling plan or telephony provider (for example, a Microsoft Teams Calling Plan) must be configured for outbound and inbound PSTN calling. Telephony charges apply based on your provider's rates.
- Hardware: A computer with a microphone, speakers or headset, and a supported browser.
Note
Telephony costs: The Sales Hub Dialer is included with Dynamics 365 Sales, but outbound and inbound PSTN calls incur telephony charges from your calling plan or provider.
Place an outbound call
As a seller, you can start an outbound call in two ways:
To call a lead, contact, or opportunity, open the record in the Sales Hub app and select the Phone icon next to the phone number field. The dialer pane opens and automatically dials the number.
To call a number not in CRM, select the Call icon in the right pane of the Sales Hub app, enter the phone number using the keypad, and select Call.
The dialer uses your assigned phone number as the outbound caller ID.
Answer an inbound call
When a customer calls your sales phone number, a toast notification appears in Dynamics 365 Sales, regardless of where you are in the Sales Hub app.
To accept the call, select Accept on the notification. The call panel opens and connects you to the caller through your browser using voice over IP.
To decline the call, select Decline. The call routes to voicemail if voicemail is configured.
If the caller is a known contact or lead, the system automatically identifies them and links the call to their record.
Use in-call controls and features
Once connected on a call, the dialer provides the following controls and tools.
Manage the call
- To mute or unmute your microphone, select the Mute button in the call panel.
- To place the customer on hold, select Hold. Select Resume to return to the conversation.
- To end the call, select End call.
Transfer a call
You can transfer an active call to another user or external phone number.
- Select Transfer in the call panel.
- Search for a user in your organization's directory or enter an external phone number.
- Choose one of the following options:
- Warm transfer: Speak with the recipient privately before completing the transfer.
- Cold transfer: Transfer the call immediately without speaking to the recipient first.
Learn more about transferring calls in Transfer and consult on voice calls.
View live transcription and sentiment
If Conversation Intelligence is enabled for your organization, the call panel displays:
- Real-time transcription — The conversation is transcribed as it happens, converting speech to text in near real time.
- Sentiment indicator — An AI-powered meter shows the customer's sentiment (positive, neutral, or negative) as the conversation progresses.
These features help you gauge customer mood and capture details during complex discussions.
Take notes during the call
To capture key details or next steps, add the notes to the call record in the Timeline of the associated lead or contact. These notes are saved as part of the call activity and can be referenced later.
Learn more about taking notes in Take notes during conversations
Mark a call as spam
If an inbound call is unwanted, select Mark as Spam in the call panel. This labels the number and helps the system filter future calls from that number.
Learn more about blocking unwanted calls in Block phone numbers
Review post-call information
When a call ends, the Sales Hub Dialer automatically captures and enriches the call record.
Learn more about post-call information in View call recordings and transcripts
View the call log
The system saves the call as a Conversation activity in Dynamics 365 Sales. The call record includes:
- Call duration and timestamps
- Participants (customer phone number and seller)
- Notes you captured during the call
The call appears on the Timeline of the associated lead, contact, or opportunity record.
Review the call summary
If call recording is enabled, the call record includes:
- Call recording — Select the recording to play back the conversation.
- Full transcript — Read the complete text of the conversation.