Pipedrive and phone.systems™ Integration

Connecting phone.systems™ with Pipedrive CRM allows you to manage customer calls and track important information. The integration includes the following features:

  • Sync contacts automatically: Keep contacts and company details updated in phone.systems™ and Pipedrive.

  • Call journaling: All incoming and outgoing calls are logged in Pipedrive for tracking and reference.

  • Create new contacts automatically: When an unknown number calls, a new contact or company is created in Pipedrive automatically.

  • Store call recordings: Call recordings are uploaded to Pipedrive for easy access and review.

  • User association for call journaling: Associating users enables call journaling between phone.systems™ and Pipedrive. Unassociated users will not receive call details in Pipedrive.


Connecting phone.systems™ with Pipedrive

This guide provides detailed steps for integrating phone.systems™ with Pipedrive using a Pipedrive developer account. Follow the instructions below to complete the setup process.

Note

To connect phone.systems™ with Pipedrive, you will need the Client ID and Client Secret, which can be obtained from the Pipedrive developer account.

Step 1: Log in or request a Pipedrive developer account

To get started, go to the Pipedrive Developer Account page and Sign In to access an existing account or create a new one.

Step 2: Create an app in Pipedrive

Once you’re logged in, click on the account settings button in the top-right corner to open the dropdown menu. Then, select Developer Hub. On the Developer Hub page, click the Create an app button.

Create an app in Pipedrive

Fig. 1. Create an app in Pipedrive

A pop-up screen will appear. Select private app type and click Create private app.

Select create private app

Fig. 2. Select create private app

Step 3: Enter app basic information

In the Basic info section, enter your App name.

Enter app name

Fig. 3. Enter app name

Step 4: Launch phone.systems™ and create Pipedrive connection

After entering the app name, you will need to enter the Callback URL, which can be retrieved from the phone.systems™ Pipedrive connection page.

  1. Open a new browser tab, log in to your DIDWW account, and launch phone.systems™ .

  2. In phone.systems™, go to Settings > CRM Integrations.

  3. Click Connect to link Pipedrive app with phone.systems™.

Create Pipedrive connection in phone.systems™

Fig. 4. Create Pipedrive connection in phone.systems™

Step 5: Copy the Redirect URL from phone.systems™ and paste it in your Pipedrive app

On the phone.systems™ Pipedrive connection page, copy the Redirect URL.

Copy the redirect URL

Fig. 5. Copy the redirect URL

Open the Pipedrive app creation page, paste the Redirect URL into the Callback URL input field, and click Save

Paste the redirect URL

Fig. 6. Paste the redirect URL

Step 6: Add the required scopes to define app permissions

After saving the basic information, the OAuth & Access Scopes section opens. Configure permissions to allow phone.systems™ read data from your Pipedrive app.

Note

This setup is essential for establishing the connection and synchronizing data between both systems.

Enable the following access scopes:

  1. Activities – Enable and select Full access.

  2. Contacts – Enable and select Full access.

  3. Read users data – Enable.

  4. Leads – Enable and select Full access.

  5. Call logs – Enable and select Full access.

  6. Webhooks – Enable and select Full access.

Enabled access scopes in Pipedrive

Fig. 7. Enabled access scopes in Pipedrive

Step 7: Copy the Client ID and Client secret from Pipedrive and paste it in phone.systems™

After you have enabled the required permissions, scroll down the page to find and copy the generated app credentials (Client ID and Client Secret).

Copy the Client ID and Client secret

Fig. 8. Copy the Client ID and Client secret

Open the phone.systems™ Pipedrive connection page, and paste the Client ID and Client secret into the corresponding fields.

Paste the Client ID and Client secret

Fig. 9. Paste the Client ID and Client secret

Step 8: Save the application and change to live mode

Note

To link the main (non-sandbox) Pipedrive account with phone.systems™, you must switch the app status to “Live”. This step establishes a connection with the main Pipedrive account and grants the necessary permissions for synchronization between Pipedrive and phone.systems™.

  1. On the Pipedrive app settings page, save the configuration by clicking Save in the top-right corner.

  2. Click Change to live to transition the draft app from Sandbox to Live mode.

    Save and change the draft app from Sandbox to Live mode

    Fig. 10. Save and change the draft app from Sandbox to Live mode

Step 9: Connect the phone.systems™ Pipedrive app

To complete the connection between phone.systems™ and Pipedrive, open the phone.systems™ page and click Connect.

When the access permissions page appears, select your main Pipedrive account and click Allow and Install.

Select Pipedrive account

Fig. 11. Select Pipedrive account

After clicking Allow and Install, access will be granted and you will return back to the phone.systems™ CRM Integrations page, where Pipedrive will appear under Active Integrations with the status Connected.

Note

phone.systems™ will automatically synchronize data and establish a connection with your main Pipedrive account. The app will also be installed in Pipedrive CRM.

Active Pipedrive connection in phone.systems™

Fig. 12. Active Pipedrive connection in phone.systems™


Configuring Pipedrive Settings

Once the integration is active, you can customize its behavior. To access these options, navigate to Settings > CRM Integrations and click the Settings icon next to your Pipedrive connection.

Pipedrive integration settings button.

Fig. 13. Pipedrive integration settings button.

Important

The following settings apply only to numbers with Call journaling enabled. Call journaling must be configured separately for each number on the Edit phone numbers page.

Pipedrive integration settings in phone.systems™

Fig. 14. Pipedrive integration settings.

Auto Contact Creation

This feature automatically creates a new contact in Pipedrive when a call is handled from a number that does not match an existing contact in your CRM.

Setting

Description

Inbound calls

When enabled, a new contact will be created in Pipedrive for all inbound calls from unknown numbers.

Outbound calls

When enabled, a new contact will be created in Pipedrive for all outbound calls to unknown numbers.

Other Settings

These settings control what additional call-related data is automatically uploaded to your Pipedrive contacts’ activity timelines.

Setting

Description

Upload call recordings to CRM

When enabled, a link to the call recording will be automatically added to the call log in Pipedrive.

Note

To utilize this feature, call recording must be enabled for your contact method.

Upload AI call insights results

When enabled, detailed analytics from our AI engine will be added to the call log. This can include:

  • Key topics: A summary of the main topics discussed.

  • Call summary: A concise, AI-generated summary of the conversation.

  • Talk to listen ratio: A breakdown of how much each party spoke.

  • Sentiment analysis: An analysis of the emotional tone of the call.

  • Transcription: A full, written transcript of the call.

Note

To utilize the AI features, AI Call Insights must be enabled.

After configuring these options, click Save to apply your changes.