Sales Copilot doesn't connect to Dynamics 365 with two-factor authentication enabled
This article helps you troubleshoot and resolve errors where the Sales Copilot app for Microsoft Teams doesn't connect to Dynamics 365 when two-factor authentication is enabled.
Who is affected?
|Client app||Sales Copilot Outlook add-in|
|Platform||Web and desktop clients|
|OS||Windows and Mac|
|Deployment||User managed and admin managed|
|CRM||Dynamics 365 and Salesforce|
The Sales Copilot app is unable to communicate with Dynamics 365, but a user can access Dynamics 365 directly.
Root cause and resolution
Issue 1: Two-factor authentication is enabled in Dynamics 365, but not in Microsoft Teams
If the Dynamics 365 organization has two-factor authentication enabled, but Microsoft Teams doesn't, the Sales Copilot app for Teams can't communicate with Dynamics 365. This is intended to prevent security incidents. When Dynamics 365 has two-factor authentication enabled, any communication from users that logged into an app without two-factor authentication is considered as untrusted.
To solve this problem, you must perform one of the following actions:
Enable two-factor authentication in Dynamics 365 and [Teams](/microsoft-365/admin/security-and-compliance/set-up-multi-factor-authentication?view=o365-worldwide&preserve-view=true to the URL). This is the preferred action.
Disable two-factor authentication in Dynamics 365 and Teams.
Is your issue still not resolved?
Visit the Sales Copilot - Microsoft Community Hub to engage with our experts.