How AutoPylot works with D365 CRM

Jun 23, 2022 | Blog, Documentation

The AutoPylot Mobile App (App) is designed to automatically log calls and text messages as Activities within the D365 environment. 

The App is constantly maintaining a list of the User’s active Contacts and Leads.  The App only accesses the Contact/Lead’s name, company, and both business and mobile phone numbers.

See this article on the setup and security of AutoPylot within D365.

How it works – getting started

  • The User / sales admin creates an AutoPylot Enterprise account (sign up here)
  • The Admin adds the User into the AutoPylot Enterprise account
  • The User downloads the mobile app from AppStore or Play
  • From the mobile app, the User enters their email address (User verified in AutoPylot), and then enters their Microsoft/Azure password (User authenticated in D365 environment)
  • Once authenticated, the AutoPylot mobile app GETs the User’s Contact and Lead records and displays them in the mobile app

How it works – outbound call

  • The User selects a Contact or Lead to call
  • At the conclusion of the call, a new PhoneCall record is created
  • The PhoneCall record is POSTed to D365.  It is an Activity that shows up in the Timeline, and is automatically related to the called Contact or Lead
  • Immediately after disconnecting the call, the User is prompted to create/leave a Note regarding the call (see below for more detail)
  • Here’s a video clip.

How it works – inbound call

  • Someone calls the User’s AutoPylot number,
    • If the AutoPylot app is not available, then…
      • If User’s service is set to “Forward to Mobile”, the call will forward to the Mobile Number provided in the Portal.  (this is a setting in Portal/Users/Detail)
      • If User’s service isn’t set to “Forward”, the call will forward to the AutoPylot voicemail service.
    • And the AutoPylot app is connected and available,
      • The App will try to match the called number with a phone number from the User’s list of Contacts/Leads
        • Only Business phone and Mobile phone fields
      • There are three options:
        • There is one phone number match, and the App will display the first and last name of the Contact/Lead
        • There is more than one match (e.g. calling from a company’s main number), in which case the App caller ID displays “Multiple”
        • There is no match, in which case the App caller ID displays the Called Phone Number.
      • At the conclusion of the call, the App creates a PhoneCall record.
        • If call recording is enabled, the PhoneCall record will contain a link to the audio file in the ap_recordingURL field.
      • The PhoneCall record is then attached to the called Contact or Lead.
        • If there were multiple Contact/Lead options, the User will have the opportunity to select the appropriate Contact/Lead from a list
        • If there was no match, the User has two choices:
          • Create a new Lead record in D365
          • Discard the PhoneCall record (e.g. call was spam).
        • The user is prompted to create a note (see below).

How it works – creating a note

At the conclusion of an inbound or outbound call, the User is prompted to leave a Note.

  • The Note is related to the PhoneCall record
  • The User is prompted to relate the Note to an Opportunity
  • The User can decline to leave a note by pressing the “Back” arrow
  • The User can type a Note by putting the cursor into the open text field
  • Or the User can dictate the Note by pressing the microphone icon
  • Also, the User can create/leave a Note outside of a particular phone call as well
  • Here’s a video.

Measuring sales activity

Sales efficiency and management experts believe that by achieving a specific number of customer interactions per day, salespeople will achieve higher sales success (closed/won deals).  By automatically logging call activities, a sales manager could easily monitor email and phone call activities from a single BI or dashboard view.