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.
Calling from Pipedrive
Outbound Calls
You can make calls directly from Pipedrive using either of the following methods:
CTI (Recommended)
Once CTI is installed, all phone numbers in Pipedrive become clickable.
Click a phone number.
The CloudTalk CTI opens with the number pre-filled.
Click Call to start the conversation.
You can edit the outbound number before placing the call if needed.
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 Browser Tabs
When you work with Pipedrive in more than one browser tab, CloudTalk CTI can only stay active in one tab at a time. This means only that tab will ring for incoming calls.
You are always "online" in the last CTI-enabled tab you opened or in the tab where you last made a call.
If you have multiple tabs open and aren’t sure which one is active, you may miss calls if you’re looking at a different tab.
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
Best practices
Keep one Pipedrive tab open when expecting calls, so you always know where the CTI panel will appear.
If you switch between tabs often, refresh the one you want to stay active in before handling calls.
Close unused Pipedrive tabs to avoid confusion.
This way you’ll always know exactly where your calls are coming in, and you won’t risk missing them.
Contact Sync
People as Contacts
New Contact
* = required field
CloudTalk Contact | Sync Direction | Pipedrive Person |
Full name* | ⬅➡ | Name* (does not separate first and last name) |
Phone number(s)* – all numbers | ⬅➡ | Phone – all phone numbers |
Email – all addresses | ⬅➡ | Email – all email addresses |
Favorite agent | ⬅ | Person owner (only existing CloudTalk agents by email) |
Company | 🚫 | Organization – linked organizations |
Address | 🚫 | — |
City | 🚫 | — |
Zip | 🚫 | — |
State | 🚫 | — |
Tags | 🚫 | — |
— | 🚫 | Custom fields |
Updating a Person in Pipedrive
* = required field
CloudTalk Contact | Sync Direction | Pipedrive Person |
Full name* | ⬅ | Name* (does not update first or last name separately) |
Phone* – adds another number, keeps existing numbers | ⬅ | Phone – all phone numbers |
Email – adds another email, keeps existing emails | ⬅ | Email – all email addresses |
Favorite agent | 🚫 | Person owner |
Company | 🚫 | Organization – linked organizations |
Address | 🚫 | — |
City | 🚫 | — |
Zip | 🚫 | — |
State | 🚫 | — |
Tags | 🚫 | — |
— | 🚫 | Custom fields |
Updating a Contact in CloudTalk
* = required field
CloudTalk Contact | Sync Direction | Pipedrive Person |
Full name* | ➡ | Name* (does not update first or last name separately) |
Phone* – update number or add numbers | ➡ | Phone – all phone numbers |
Email – update address or add addresses | ➡ | Email – all email addresses |
Favorite agent | 🚫 | Person owner |
Company | 🚫 | Organization – linked organizations |
Address | 🚫 | — |
City | 🚫 | — |
Zip | 🚫 | — |
State | 🚫 | — |
Tags | 🚫 | — |
— | 🚫 | Custom fields |
Organizations as Contacts
New Organization
* = required field
CloudTalk Contact | Sync Direction | Pipedrive Organization |
Full name* | ⬅➡ | Organization name |
Phone* – adds another number, keeps existing numbers | ⬅➡ | Custom field (configured in CloudTalk integration, supports 1 number) |
Email – adds another email, keeps existing emails | ⬅➡ | Email – supports 1 email address |
Favorite agent | ⬅ | Organization owner |
Address | 🚫 | Street address |
City | 🚫 | City |
Zip | 🚫 | Postal code |
State | 🚫 | State/region |
Tags | 🚫 | — |
— | 🚫 | Custom fields |
Updating an Organization in Pipedrive
* = required field
CloudTalk Contact | Sync Direction | Pipedrive Organization |
Full name* | ⬅➡ | Organization name |
Phone* – adds another number, keeps existing numbers | ⬅➡ | Custom field mapped in CloudTalk |
Email – adds another email, keeps existing emails | ⬅➡ | Email – only 1 email address |
Favorite agent | ⬅ | Organization owner |
Address | 🚫 | Street address |
City | 🚫 | City |
Zip | 🚫 | Postal code |
State | 🚫 | State/region |
Tags | 🚫 | — |
— | 🚫 | Custom fields |
Updating an Organization in CloudTalk
* = required field
CloudTalk Contact | Sync Direction | Pipedrive Organization |
Full name* | ⬅➡ | Organization name |
Phone* – adds another number, keeps existing numbers | ⬅➡ | Custom field mapped in CloudTalk (only 1 number supported) |
Email – adds another email, keeps existing emails | ⬅➡ | Email – only 1 email supported |
Favorite agent | 🚫 | Organization owner |
Address | 🚫 | Street address |
City | 🚫 | City |
Zip | 🚫 | Postal code |
State | 🚫 | State/region |
Tags | 🚫 | — |
— | 🚫 | Custom fields |
Call Logging & Export
Once a call ends and the agent clicks Done, CloudTalk automatically logs the call in Pipedrive as an Activity under the relevant contact or deal.
Logged call details include:
Call date and time
Duration
Call direction (inbound/outbound)
Tags (if added)
Notes
Recording link (if enabled)
Calls to Unassociated Numbers
If a call is made to or received from a number that does not exist in Pipedrive:
The call can still be logged.
A new contact may be created depending on your integration settings.
If no matching contact is found, the call will not be associated with a deal.
SMS Logging
CloudTalk CTI also supports SMS messaging inside Pipedrive.
You can:
Open the CTI panel
Navigate to the Messages section
View existing conversations
Send and receive SMS directly from Pipedrive
Message activities are logged under the relevant contact.
Conversation Intelligence Data Export
If Conversation Intelligence (CI) is enabled, CloudTalk exports AI-generated insights directly into Pipedrive.
Exported CI data includes:
AI call summary
Speaker-separated transcript
Detected action items
Recording link
This information appears inside the relevant contact or deal activity, giving your team full conversation context without re-listening to the call.
VoiceAgent Call Logging
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.
CloudTalk will then automatically extract and log:
Call result (connected, failed)
Issue description
Summary of the conversation
Custom fields (e.g., order number, subscription plan)
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!