Connect with customers through your work list or the Up next widget

As a seller using Dynamics 365 Sales, you can connect with your customers daily by phone, email, and in Teams meetings. You don't lose context or need to switch among multiple applications.

When a sequence contains a customer contact activity, your work list and the Up next widget display the corresponding icon (phone, email, or Teams meeting). After you make the phone call, send the email, or attend the meeting, you'll mark the activity complete and continue with the next activity in the sequence. If an activity doesn't need to be completed or you can't connect with a customer, you can skip or snooze the activity. You can add notes to activities to help you remember important information.

License and role requirements

Requirement type You must have
License Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise
More information: Dynamics 365 Sales pricing
Security roles Any primary sales role, such as salesperson or sales manager
More information: Primary sales roles

Call a customer

You can make a phone call to your customer from the record in the My work list or an activity in the Up next widget. The app calls the contact's business phone number if there is one. If no business phone number is available, the app calls the contact's mobile phone number. If both a business and a mobile phone number aren't available, the app displays the softphone dialer for you to dial a phone number manually. If the contact has indicated they don't want to be contacted by phone, the app displays a warning message before you make the call.

To make a call from your work list, select the phone icon in the My work list record.

Screenshot of making a phone call from the My work list.

To make a call from the Up next widget, select Call in the activity. After you've successfully made the phone call, mark the Phone Call activity complete.

Screenshot of making a phone call from the Up next widget.

When you make a phone call, the app creates a Phone Call activity and links it to the lead or opportunity. The Phone Call activity captures the following information:

  • Subject: The name of the activity in the Up next widget
  • Call From: The name of the person who made the call
  • Call To: The name of the person who was called
  • Phone Number: The phone number of the person who was called
  • Direction: The direction of the call; always Outgoing

Screenshot of a Phone Call activity.

Send an email to a customer

You can send an email to your customer from the record in the My work list or an activity in the Up next widget. If the email address of a contact isn't available, the app displays a warning message. When you send an email, the app creates an Email activity and links it to the lead or opportunity.

If you try to navigate to another record or send an email from another lead or opportunity while you're composing an email, the app warns you to save the email first.

To send an email from your work list, select the email icon in the My work list record.

Screenshot of sending email from the My work list.

To send an email from the Up next widget immediately, select Email in the activity.

Screenshot of an Email activity in the Up next widget, with Email and Suggested send time highlighted.

You can also compose an email from the Up next widget and send it later.

  1. Select Suggested send time.

    Note

    If email suggestions don't appear, ask your administrator to turn on email engagement for your organization.

  2. The app suggests when the recipient is likely to read the email. To accept the suggestion or send the email at a different time, select Schedule email.

    Screenshot of the email schedule suggestion.

  3. The Schedule email box fills with the suggested time. Select a different time if you like, and then select Schedule email.

    The email task closes and the app adds it to the timeline. The status of the email task remains Pending until the email is sent at the scheduled time. Then the status changes to Complete.

Join a Teams meeting or view appointment details

You can create an appointment in Dynamics 365 or create one in Outlook and track it in Dynamics 365. In both cases, the appointment is associated with a record and appears in your work list. If you created the appointment as a Teams meeting, the work list and Up next widget display the Teams meeting icon, and you can join the meeting by selecting it. If the appointment isn't associated with a Teams meeting, you can view the appointment details, such as participants, scheduled time, and description.

To join a Teams meeting from your work list, select the Teams meeting icon in the My work list record.

Screenshot of joining a Teams meeting from the My work list.

To join a Teams meeting from the Up next widget, select Join in the activity.

Screenshot of joining a Teams meeting from the Up next widget.

To open an appointment from your work list, select the Event icon in the My work list record.

Screenshot of opening an appointment from the My work list.

To open an appointment from the Up next widget, select Open in the activity.

Screenshot of opening an appointment from the Up next widget.

Add a note to an activity

Notes that you add to an activity appear on the record's timeline.

Note

If you're using custom forms and the timeline doesn't appear on a form, add it. Learn how to add, configure, move, or delete sections on a form.

You can add a note when an activity is in progress.

  1. In the activity in the Up next widget, select More options (...) > + Note.

    Screenshot of adding a note to an activity.

  2. Enter your note, and then select Save.

    Screenshot of entering and saving a note.

You can add a note when you mark an activity complete, too.

  1. In the activity, select Mark complete.

  2. Enter your note, and then select Got it.

    Screenshot of entering a note while marking an activity complete.

Skip or snooze an activity

You can skip an activity if it doesn't need to be completed. The next activity in the sequence takes the place of the skipped activity in the work list, and the skipped activity is moved to the completed list. If you skip a manual task that isn't part of a sequence, it's marked as canceled.

To skip an activity, in the Up next widget, select More actions (...) > Skip.

Screenshot of skipping an activity.

If you can't connect with a customer by the due date and want to follow up later, you can snooze the activity and select a new date and time to connect. You can't snooze a manual task.

  1. In the Up next widget, select More actions (...) > Snooze.

    Screenshot of snoozing an activity.

  2. Select a new date and time by which the activity should be completed, and then select Save.

    Screenshot of selecting a snooze date and time.

Can't find the options in your app?

There are three possibilities:

  • You don't have the necessary license or role.

  • Your administrator hasn't turned on the feature.

  • Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box apps such as, the Sales Hub or Sales Professional app.

See also

Prioritize your sales pipeline by using the work list
Use Outlook category to track appointments and emails Track Outlook appointments in Dynamics 365 for Outlook
Integrate a sample softphone dialer with Dynamics 365 Sales
Microsoft Teams integration with customer engagement apps in Dynamics 365