The Velaro managed solution adds the Velaro Chat Panel control to Dynamics 365. On a form it shows the agent's live call: who is calling, the matching Dynamics record with an Open Record button, and a clear message when no record matches.

The solution is part of the CRM Call Pop Plugins package. Limits depend on your plan; see your plan under Billing, Usage Overview. If the package is not on your account, the setup wizard tells you which package adds it.

Before You Start

• Connect your Dynamics 365 environment to Velaro first. See Connecting Dynamics 365 to Velaro.
• You need System Administrator rights on the Dynamics 365 environment.
• When an agent's Dynamics login email differs from their Velaro email, an admin links it once under Users, then the agent, then CRM logins.

Install It

The setup wizard walks you through every step and remembers your progress. You can leave and come back at any time. Nothing that is already set up is changed unless you choose to change it.

1. In Velaro, open Integrations, then Dynamics 365, and on the Overview tab choose Open setup wizard on the Call pop plugin card.
2. Step 1, Get the solution. Download the managed solution zip.
3. Step 2, Install it. In the Power Apps maker portal for your environment, open Solutions, choose Import solution, select the zip, and finish the import. Add the Velaro Chat Panel control to the form where agents take calls, and publish the form.
4. Step 3, Verify connection. Choose Check. The wizard shows whether the plugin is connected, when it was last seen, and which version is installed.
5. Step 4, Pop style. Choose how an incoming call appears: banner, window, small notice, or no pop.

To turn the call pop off for one form, set the control's Show Call Pop property to Hide.

Update the Solution

When a newer version exists, the wizard shows an Update available banner with your installed version and the latest version.

1. Open the setup wizard and download the solution again.
2. In the Power Apps maker portal, import the new zip over the existing solution. Dynamics upgrades it in place.
3. Choose Check on the Verify connection step to confirm the new version.

Your pop style and other settings stay as they were.

Change or Undo the Pop Style

On the Pop style step, choose Change it, pick a new style and save. The wizard keeps your last few settings, so you can choose Restore next to an earlier one to put it back.