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Set up the conversation intelligence app

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Important

Starting June 2024, Conversation intelligence will use Microsoft Azure OpenAI Service to process call data and transcripts. If your Dynamics 365 Sales organization is in a region where Azure OpenAI Service isn't available, your call data and transcripts will be processed in the nearest region where Azure OpenAI Service is available.

As an administrator, connect the conversation intelligent app to your Dynamics 365 Sales organization to fetch call data and enable sellers to view call insights.

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 System Administrator
More information: Predefined security roles for Sales

Prerequisites

Before you can set up the Conversation intelligence app, set up conversation intelligence from the Sales Hub app and configure storage, app permissions, and tracked keywords and competitors. This setup is mandatory to use conversation intelligence in the Sales Hub app and Conversation intelligence app. For more information, see Set up conversation intelligence from the Sales Hub app.

Configure conversation intelligence

  1. Sign in to the Conversation intelligence app as an administrator.

  2. Select Connect your data and then select the Power Platform environment that hosts Dynamics 365 Sales, to connect with the application.

    Select the environment.

    The application detects your environment.

  3. In the Terms and conditions dialog, carefully read the Microsoft privacy statement, and and select the checkbox for the terms and conditions. Select Next.

    The application takes a few minutes to connect to your environment and data, during which a progress dialog is displayed.

  4. Select Finish to complete the setup.

The Conversation intelligence app is now ready to use. Managers and sellers can use it to view call insights.

Can't find the options in your app?

There are three possibilities:

  • You don't have the necessary license or role. Check the License and role requirements section at the top of this page.
  • 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 Sales Hub and Sales Professional apps.

Introduction to administering conversation intelligence
Conversation Intelligence FAQs