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Share a CRM record in a Teams conversation

  • Article

Copilot for Sales does even more than offer rich insights after a Teams meeting with customers. You can also use it to share a customer's record in a Teams chat or channel as an adaptive card.

With the Copilot for Sales app, you can:

  • Search for a record to share

  • Paste a link to a record that will unfurl into a rich adaptive card

Note

  • If you're using Dynamics 365 as your CRM system, and you receive an adaptive card in a Teams chat or channel, you can view data in the adaptive even if you are not signed in to the Copilot for Sales app in Outlook or if you are signed in to a different Dynamics environment, as long as you have read access for the record and Copilot for Sales privileges.
  • If you're using Salesforce as your CRM system, and you receive an adaptive card in a Teams chat or channel, you must be signed in to Salesforce in the Copilot for Sales app in Outlook to view data in the adaptive card while also having read access for the record and Copilot for Sales privileges.

Search for a CRM record to share

  1. Go to the conversation in which you want to share the contact. Select the Copilot for Sales icon under the message box.

    Screenshot showing the Copilot for Sales icon under message box.

    If the Copilot for Sales icon isn't there, select Messaging extensions (...), search for the Copilot for Sales app, and then select it.

  2. In the Copilot for Sales window, search for and select the record.

    Note

    • By default, the recently accessed records are displayed, without performing any search. You can either search for the record or use advanced search to search for a particular record type.

    • If you change the name of a record type in CRM, they are not updated in Adaptive Card or messaging extensions in Teams. For example, if you rename Account to Customer, the name in Adaptive Card and messaging extensions will show as Account.

    Screenshot showing the Copilot for Sales window.

    The record card is added to the message box.

    Screenshot showing the Copilot for Sales contact card.

    Note

    The fields on a record's card are displayed as configured by your CRM administrator.

  3. Send the message to the chat.

  1. Go to the conversation in which you want to share the contact. Select the Copilot for Sales icon under the message box.

    If the Copilot for Sales icon isn't there, select Messaging extensions (...), search for the Copilot for Sales app, and then select it.

  2. In the Copilot for Sales window, select Advanced search in the upper-right corner.

  3. In the Advanced search window, enter or select the following values:

    • Search for a record to share: Name of the record to share.

    • Filter by: Record type to search for.

      Note

      The All filter allows you to search for a record of any record type added to Copilot for Sales by your administrator. Other filters are specific to a record type and allow you to search for that record type.

      Screenshot showing the advanced search in Teams app.

  4. From the results, preview a record by selecting the down arrow next to the record name. Select a record to share it as a card on the chat.

  1. Copy the record link from the Copilot for Sales app in Outlook.

  2. Go to the conversation in which you want to share the record. Paste the link.

    The record card is added to the message box.

    Screenshot showing the Copilot for Sales contact card link.

  3. Send the message to the chat.

Note

You must copy the record link from the Copilot for Sales add-in in Outlook. If you copy the record link from the CRM system, it doesn't add the Copilot for Sales record card.