Learn how to set up your Pipedrive integration with CloudTalk.
User Level:
Admin
Integration Setup
Steps from CloudTalk Dashboard
A Pipedrive admin user is required to configure this integration in order to import people or organizations from Pipedrive into CloudTalk.
After ensuring you are a Pipedrive Admin, you can start by logging into your CloudTalk Dashboard and navigating to Account > Integrations.
Hover over the Pipedrive integration and select + Add.
3. Allow and Install to grant permissions and continue.
4. After a successful authentication process, you will be redirected back to the CloudTalk Dashboard, where you can customize your integration.
5. Save to enact these changes and activate the integration.
You can set your integration to Inactive at any time using the toggle at the top.
Integration Customization
Sync CloudTalk Contacts with Pipedrive Organizations
In order to create CloudTalk contacts, Pipedrive Custom Organization fields for client phone numbers and emails must exist during the initial integration setup.
Within Pipedrive, click your Profile Picture icon and navigate to Company Settings from the dropdown list. Under the Company header, select the tab labeled Data fields.
From the Data fields page, select the header 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.
You can also click to learn more about custom fields in Pipedrive or read about the types of fields Pipedrive offers.
Customize Pipedrive Integration Settings
Choose which calls will be logged to Pipedrive. You can define which calls (inbound, outbound, missed calls and voicemails) to log into Pipedrive. The call will be logged as a Pipedrive activity.
Choose to only link activity from certain numbers to your Pipedrive integration by using the Connected numbers section. If this section is left blank, data associated with all company numbers will be synched.
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.
Specify a tag for your Pipedrive contacts in CloudTalk and import activities from Pipedrive as contact activities.
Make Calls from Pipedrive
Using Pipedrive CTI
Our recommended option for dialing a number from Pipedrive doesn't rely on the click-to-call extension.
Pipedrive's default calling app will start a call directly from the Chrome browser after you click on a number in Pipedrive. We can set our CTI soft phone as the default calling app in Pipedrive.
Admin must first add CloudTalk into Pipedrive by following the installation steps above.
Agents can change their default calling app with these steps:
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.
Using Click-to-Call Extension
For most use cases, we recommend using our CTI without Click-to-Call, explained above.
Setup
Make sure you have our Click-to-Call extension installed and set up properly. You'll also need to disable Pipedrive's default calling method, so that it's not conflicting with the extension. In fact, we recommend removing any other Chrome extensions or telco providers which may interfere with the click-to-call feature.
Steps:
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 Pipedrive Integration
In the event that you decide to stop using Pipedrive with CloudTalk, you can follow these steps to disconnect the integration.
Log in to your Dashboard and go to Account > Integrations from the left menu.
This page displays your current integrations. Next to the Pipedrive integration, select Configure.
Scroll down and select Delete Integration.
To confirm, type "DELETE" and click DELETE.
Once you have completed these steps, the integration will be deleted from your CloudTalk Dashboard.
Disconnecting and uninstalling CloudTalk will prevent information such as call data from being shared to and from Pipedrive, which will further affect any linked Pipedrive accounts and their data.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!