CRM-Conversation Linking

Description

Creates and maintains a bi-directional link between a platform conversation record and the corresponding CRM entity — contact, case, opportunity, or account. Ensures that conversation metadata and transcripts are accessible directly from the CRM record.

Canonical use case

After a call closes, the system automatically attaches the conversation ID and summary to the open case in Dynamics 365, so the next agent who opens the case sees the full interaction history.