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Question

Syncing contacts and call logging between GoTo Connect and Microsoft Dynamics 365

  • February 18, 2025
  • 4 replies
  • 58 views
J
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GoToMeeting recently dropped support for Microsoft D365. This has created two issues for us:

  1. When a contact’s phone number is updated in D365, the update no longer syncs to the GTM directory.
  2. Phone calls are no longer logged in the timeline of the D365 record when a call is made from the GTM interface

For the first issue, the only available action from GoTo Connect is to send an SMS. I need to update contacts in the GTM interface. Is there a way to do this using Zapier?

For the second issue, I am trying to create a Phone Call activity in D365 when an outgoing call is ended, but there is no option to create a phone call. Can this be done using Zapier? 

This post has been closed for comments. Please create a new post if you need help or have a question about this topic.

4 replies

Z
  • ZaptOut
  • New
  • February 18, 2025

I’m running into the same situation, does anyone have a solution to these issues!?

P
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For option 1
Use the GoTo Connect API to update the contact in the GoTo Connect directory. While Zapier does not natively support updating GoTo Connect contacts, you can use a Custom API Request (Beta) step in Zapier to send the updated contact details to GoTo Connect’s API endpoint. 

Refer to the docs below:
https://developer.goto.com/GoToConnect/

For Option 2

  • Trigger: Set up a Zap with the trigger "Call Ended" in GoTo Connect. This will initiate the workflow when a call ends.

  • Action: Use the "Create Record" action in Microsoft Dynamics 365 CRM to log the call as a Phone Call activity. Map the relevant fields (e.g., call duration, caller ID, timestamp) from GoTo Connect to D365.

  • Steps:

    1. Retrieve call details from GoTo Connect.

    2. Map the data to the Phone Call activity fields in D365.

    3. Create the Phone Call activity in D365.

J
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  • jdanielsonBeginner
  • Author
  • Beginner
  • February 24, 2025

​@pranayshinde Thanks for the reply! I am not familiar with APIs so I will need to do some research on that. I might need to hire a Zapier expert for assistance.

 

On Option 2, Zapier does not have an action to create a phone call. The only option that make sense is create a custom entity, but I don’t see phone call listed as an option. Am I missing something?

SamB
Community Manager
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  • SamBCommunity Manager
  • Community Manager
  • February 25, 2025

Hey there, ​@jdanielson 👋

On Option 2, Zapier does not have an action to create a phone call. The only option that make sense is create a custom entity, but I don’t see phone call listed as an option. Am I missing something?

I can see that you also reached out to our Support team and they suggested using custom actions to log the call in Microsoft Dynamics 365. I’ll share that part of their response here in case it’s helpful to others like ​@ZaptOut here, that are looking to do the same:

However, I was able to find the following link on the Microsoft forums that might help as a starting point:

You could potentially try creating a custom action. We have more information about this here:

It looks like Phone Calls aren’t a custom entity, which could explain why there’s no option to select a Phone Call in the Create Custom Entity action. I’d recommend following up with the Support team on your existing ticket to request a new action for creating phone calls, in the Microsoft Dynamics 365 app. That way, we can track interest in that action and flag it to our engineers for potential development.

In the meantime, it might help to know that custom actions have an AI-powered Copilot that can generate the necessary action for you—so you don’t have to dive too deeply into Microsoft’s API documentation!

I am not familiar with APIs so I will need to do some research on that. 

With the GoTo Connect app I’m not seeing any option to update a contact either. Custom Actions and API Request actions aren’t available for the GoTo Connect app so pranayshinde’s suggestion won’t work unfortunately. So I’d suggest also asking the Support team to put in a feature request for that as well. That said, you might be able to use a Webhooks action to make a request to GoTo Connect to update a contact (assuming their app supports basic authentication methods). If you’re interested in exploring that I’d recommend having a look through our Send webhooks in Zaps guide before you get started.

If you run into any issues setting this all up, just let us know—I’d be happy to help if you get stuck at all. 🙂 

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