This guide walks you through how to use CloudTalk effectively once your integration with Pipedrive is up and running. Whether you're logging calls, leveraging advanced contact insights, or optimizing team workflows, we’ve got you covered with practical tips and smart use cases.
User level:
Agent
💡 Haven’t connected CloudTalk with your Pipedrive account yet?
No worries - before diving in, make sure your integration is properly configured. Follow our Configuring Pipedrive guide to get started.
Once the integration is active:
All phone numbers in your Pipedrive account will become clickable (click-to-call).
The CloudTalk CTI panel will appear inside the Pipedrive interface.
Call logs, notes, tags, and recordings will sync automatically to the relevant contact or deal.
Making and Receiving Calls
Outbound Calls
You can make calls directly from Pipedrive using either of the following methods:
Click-to-Call
Once CTI is enabled, all phone numbers become clickable.
Clicking a number will open the CloudTalk CTI with the number pre-filled and ready to dial.
2. Manual Dial
Click the CloudTalk icon in the top-right of the screen to open the dialer manually.
Enter the number or copy-paste it as needed.
You can edit the outbound number before calling, if necessary.
Inbound Calls
When an incoming call arrives:
The CTI panel pops up in your active Pipedrive tab.
Agents can view the caller’s profile, including past notes, deals, and call history, before answering.
Once the call ends, it can be tagged, noted, and saved right from the same panel.
Using multiple tabs
When an agent is using multiple Pipedrive tabs at once, they are always “online” in just one of them → only one of them rings on incoming calls.
Agent is always online in the last opened CTI Enabled Tab (or the one where they last made a call).
Example 1
User opens contact A
User opens contact B
A call comes in
Contact B tab will ring
Example 2
User opens contact A
User opens contact B
User makes an outbound call from contact A.
A call comes in
Contact A tab will ring
Call Logging & Contact Sync
Once a call ends and the agent clicks Done, the call will be automatically logged in Pipedrive as an Activity under the relevant contact or deal.
Logged call details include:
Call date and time
Duration
Tags (if added)
Notes
Recording link (if enabled)
Conversation Intelligence and Pipedrive
If you're using Conversation Intelligence, CloudTalk will export AI-generated insights directly to Pipedrive.
CI data includes:
AI call summary
Speaker-separated transcript
Detected action items
Recording link
This information will appear directly in the relevant deal or contact, giving your team rich context without having to re-listen to the call.
VoiceAgent Calls in Pipedrive
CloudTalk VoiceAgent calls are also logged in Pipedrive, just like agent-handled calls. These entries are labeled "VoiceAgent call" in the activity title for easy identification.
In the call analysis prompt, you can specify what information the VoiceAgent should extract during the call. CloudTalk will then automatically capture and log the requested details, such as the customer’s issue, a summary of the conversation, or custom data like an order number or preferred subscription plan.
This extracted data is exported directly into Pipedrive and attached to the relevant contact or deal. The logged details include:
Call result (e.g. connected, failed)
Issue (what the customer called about)
Summary of the conversation
Call date and time
Duration
Caller number
CloudTalk number used
To learn more, read this article on exporting VoiceAgent call results to CRM integrations.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!