Users can now access and update customer information directly in the Comm100 Agent Console

VANCOUVER, British Columbia, July 20, 2021– (BUSINESS WIRE) – Comm100, a global provider of omnichannel customer engagement solutions that connect brands with their customers, today announced an integration with Microsoft Dynamics 365 CRM that will allow users to view and update update customer information right in the Comm100 agent console – empowering them to deliver personalized and contextualized customer experiences. This integration allows agents to easily tailor their live chat conversations based on current customer data without having to switch between multiple apps during the chat.

With this new integration between Comm100 and Microsoft Dynamics 365 CRM, agents will benefit from:

  • Instant customer identification – When a website visitor engages in a company’s live chat, Comm100 immediately pulls their collected data from multiple channels (e.g., pre-chat form fields, custom variables, login , etc.) to identify existing customers in the Microsoft Dynamics 365 CRM portal.

  • Visitor routing and segmentation rules – Agents can create specific conditions and rules to route certain types of users to a target service (for example, route a visitor to their account manager if they’ve received an account manager in Dynamics 365). Additionally, agents can use information stored in Dynamics 365 to create segmentation rules in Comm100. If a client matches the rules for a segment, agents can view the segment to which they belong in the agent console.

  • All-in-one display – When chatting with a customer that exists in Microsoft Dynamics 365 CRM, agents can view their contact record in the Comm100 agent console next to the live chat pane.

  • Automatic lead creation – Comm100 can use visitor data collected from live chat or offline messages to automatically create new contacts in the agent’s Dynamics 365 account. Agents can also choose to manually create or update a contact in their Dynamics 365 account directly from the Comm100 agent console.

  • Follow-up tasks – Teams can create follow-up tasks in their Dynamics 365 account while chatting with customers. If a customer does not have an existing contact record, a new profile is created for the visitor and the chat transcript is automatically saved as a task.

“An organization’s customer engagement program is only successful for its agents. By giving agents the right tools to operate effectively and efficiently, businesses will foster a more positive experience for them, resulting in a lower cost of service and, most importantly, a happier one. customers, ”said Matthew Jinks, senior director of product marketing at Comm100. “We’re excited not only to partner with the leading CRM vendor, but to reach even more customer engagement teams who are looking for solutions that can help them operate more seamlessly and efficiently. “

For more information on the Microsoft Dynamic 365 CRM integration of Comm100, visit us here.


Comm100 is an award-winning global provider of omnichannel customer engagement solutions powered by automation, AI, and a fast, easy-to-use, user-friendly interface for visitors and agents. Organizations such as HomeTrust Bank, Toronto Public Health, IBM, and Canadian Blood Services use Comm100 to connect with their customers on digital channels. For more information on Comm100, visit

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Rachel Levy
V2 Communications for Comm100
[email protected]

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