Capture every customer interaction to provide real-time insights


This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Sales. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts May 1, 2022 - To be announced

Business value

Sales organizations interact with customers using different technologies: enterprises tend to have an on-premises telephony system in place while small businesses use cloud-based video-telephony providers. The sales personas also connect differently: inside sellers usually conduct 1:1 calls while account managers tend to be part of multi-participant conversations. These conversations are captured in various formats and quality, aligning with cultural or regulatory reasons. The only thing unifying all of these interactions is the need to extract business-critical insights.

Conversation intelligence will capture all interactions and provide business-critical insights to help your sales team save time, reduce manual labor, and enable your sellers to focus on winning deals.

Feature details

In this wave, teams calling will be supported in the following ways:

  • Teams calling: If you use Teams for outbound and inbound telephony:

    Full integration of Teams calling into Dynamics 365 Sales, including outbound and inbound calls, using an improved interface and allowing conversation intelligence to provide business insights on top of any type of Teams call.

  • Other Dynamics 365 apps: If you enabled the Teams integration in other Dynamics 365 apps:

    Integrating Teams calls to provide business insights on top of outbound and inbound calls made through other Dynamics 365 apps.

See also

First-run setup experience of Microsoft Teams for conversation intelligence (docs)