This article explains how to connect Pipedrive to CloudTalk, configure syncing and logging settings, set up CloudTalk calling inside Pipedrive (CTI or Click-to-Call), and disconnect the integration if needed.
User Level:
Admin
Before You Start
Requirements
Active CloudTalk account
Active Pipedrive account
Permissions needed
Pipedrive Admin permissions are required to complete setup and (if applicable) configure fields used for syncing.
Access requirements
Access to CloudTalk Dashboard
Ability to authorize apps in Pipedrive
Connect Pipedrive to CloudTalk
In CloudTalk Dashboard, go to to Account > Integrations.
Hover over the Pipedrive integration and select
+ Add.
3. In the Pipedrive authorization window, click Allow and Install to grant permissions..
4. After successful authentication, you’ll be redirected back to CloudTalk.
5. Click Save to activate the integration.
The email address you use in CloudTalk must match exactly with the email address in your Pipedrive account. If the emails do not match, synchronization will not work correctly.
After activation, the initial sync starts.
Integration Customization
Contact Sync with Pipedrive Organizations (Required for organization-based sync)
To create CloudTalk contacts from Pipedrive Organizations, Pipedrive must have organization fields available for phone numbers and emails during the initial setup.
In Pipedrive, click your profile picture and go to Company settings.
From the Data fields page, select Organization.
Select
Add custom field.Within the box that pops up, choose your settings and name for a custom phone field, choosing Phone for Field type (required).
Save.
Set up an email field by clicking the green button to add another Organization field, and this time set the field type to Text.
Save.
Open your CloudTalk Dashboard in a new tab. From Account > Integrations, select Proceed within your Pipedrive integration page if you have not yet done so.
Under General Settings, you will see Contact Sync, Contact Phone Number, and Contact Email Address with dropdown box options. Here, you can select the Pipedrive Organization fields where the Phone Number & Email Address are stored.
Save the integration settings.
Learn more about custom fields in Pipedrive, or see an overview of the field types available.
Call Logging Settings
In the Workflow Settings section of the Pipedrive integration, you can define how different call types are logged as activities in Pipedrive.
For each call type (such as outbound answered or outbound unanswered), you can:
Enable or disable logging
Choose how the call should be logged (for example, as a completed activity)
Select the activity type that should be assigned in Pipedrive
These settings determine how calls appear and are categorized inside Pipedrive.
You can decide whether you want to log all calls or only calls made during business hours, and where to assign missed calls and customize how new contacts are created for unassociated numbers.
Enable VoiceAgent call logging to export VoiceAgent calls and captured data (like order numbers or selected plans) to Pipedrive. These calls will be labeled "Voice Agent Call".
Install CloudTalk calling in Pipedrive
Pipedrive supports calling via:
CloudTalk CTI (recommended) as the default calling app in Pipedrive, or
CloudTalk Click-to-Call extension (alternative)
For end-user calling instructions, see: How to Use CloudTalk with Pipedrive.
Option A: Use Pipedrive CTI (recommended)
Pipedrive can start calls from the browser when users click a phone number. You can set CloudTalk as the Default calling app.
Agent setup:
Navigate to Tools and apps by clicking your profile icon. Under Tools, select Phone calls.
In the Personal tab, you can choose your Default calling app. Expand the dropdown and select CloudTalk.
Click Save settings to confirm changes.
CTI Behavior for Inbound Calls
When an inbound call rings, CloudTalk’s CTI can automatically open either the Pipedrive person (contact) or their most recently updated open deal, so agents can immediately access relevant context.
In CTI Settings, the user can choose which page is opened for inbound calls:
Contact Profile (default)
Latest Open Deal
Do not open a new page
CTI will match the CloudTalk contact based on the Pipedrive contact ID or the most recently updated open deal.
If a match is found, CTI opens the selected page type (contact or deal).
If the CloudTalk contact has no associated Pipedrive contact ID, no page is opened.
If a deal cannot be identified but a contact match exists, the contact page is opened, even if "deal" is selected.
If neither a deal nor a contact can be matched, no page is opened.
Option B: Use Click-to-Call extension (alternative)
If you use Click-to-Call, install and configure the CloudTalk Click-to-Call extension. To avoid conflicts, disable Pipedrive’s default calling method.
Steps:
In Pipedrive, go to Tools and apps > Phone calls.
For Default calling app, select Custom, setting the value to a pound sign (#) followed by the desired number pattern.
Example:
#555555555.
Click on the Save settings button to confirm changes.
Disconnect or Remove the Integration
Removing Pipedrive from CloudTalk
In CloudTalk Dashboard, go to Account > Integrations.
Find Pipedrive and click Configure.
Scroll down and click Delete integration.
Type DELETE to confirm.
After removal:
Contact sync stops
Call and message export stops
Previously exported data remains in Pipedrive
Existing CloudTalk contacts are not deleted
Uninstall CloudTalk CTI / calling setup in Pipedrive
If users set CloudTalk as the Default calling app in Pipedrive, switch it back in:
Tools and apps > Phone calls > Default calling app
.
If you used Click-to-Call, remove/disable the CloudTalk Click-to-Call extension in Chrome and revert the Pipedrive calling app setting.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!