Pipedrive

Created on 2024-02-08

Last change on 2025-03-19

General information

This article covers the integration of the Pipedrive CRM system with our customer interaction software, which improves cooperation with clients. This integration allows:
  • Making calls directly from the Pipedrive interface (Click to Call)
  • Automatically creating leads for phone numbers that are absent in the system
  • Viewing customer information before answering
  • Collecting call history
  • Listening to call recordings
  • Creating tasks for missed calls
  • Uploading contacts of potential clients for automatic dialing.
To obtain information about leads by phone number, send call details to Pipedrive Notes, and set up integration module behavior for incoming calls, please, install pipedrive application from Pipedrive Marketplace and Google Chrome extension.
Here we will show how to easily connect them with your IPTel service.
Lets start from Marketplace application:

Connection ICS service to Pipedrive portal

After you have installed application from Pipedrive Marketplace, go to your IPTel cloud service. There do few steps:
  1. Go to Settings - Integrations - Pipedrive
  2. Copy API token by pressing button at top right of the window
  3. Return to your Pipedrive CRM to application`s Settings window and fill two fields. URL - your IPTel portal URL. TOKEN - just copied Dev token


If everything was done correct, Application status will change to "Connected"

Pipedrive profile

Now we can proceed with Pipedrive Profile. It needs to set application behaviour and bind ICS users to Pipedrive users.
  1. At the Pipedrive Profiles page pres "Create" button
  2. Fill all fields:
  • Name - Profile`s name
  • URL - URL of your Pipedrive CRM
  • Pipedrive Logic - logic of Pipedrive application behavior (you can create new one or use default)
  • External numbers - Choose, calls from what external numbers, you want to integrate with Pipedrive CRM
If all was done correctly, System will add new Profile and show it in the List and show announcement about that at the top of the page

 

Pipedrive and ICS users

To ensure proper functionality of the "Iptel extension" add-on and correct work of click2call function at CRM, it is necessary to pair Pipedrive and ICS users.
To do this, follow the next steps:
  1. Go to Settings - Integrations - pipedrive - User pairs. And press "Add pair" button
  2. Set accordance between you Pipedrive CRM user and IPTel ICS user
  3. Each profile has its own user pairs. To change a profile, select the appropriate option.
Each user of both Pipedrive and ICS can have only 1 pair.
 

Pipedrive logic

When creating a Pipedrive profile, choose one of the existing Pipedrive logics. To create Pipedrive logic, go to:
Settings - Integrations - Pipedrive - Pipedrive Logic - Press "Add Logic" button


Here are the available options:
  • Create a lead if it doesn't exist. If a call is made from a number not in the Pipedrive system, a new lead will be created.
  • Owner of the new lead. By default, the lead owner will be the Pipedrive administrator. You can also choose any other ICS user. If they are associated with a specific Pipedrive user, they will become the new lead owner.
  • Show the list of leads. The list of leads will be displayed on the current browser page.

 

User Synchronization

After creating all user pairs and adding new pairs or editing/deleting existing ones, synchronize Pipedrive and ICS users. To do this, press the corresponding button. Synchronization is also necessary if the profile of a user associated with a Pipedrive-ICS user pair has been changed.

Installing the Extension from Google Marketplace

To synchronize Pipedrive and ICS, a special extension called "Iptel extension" is used. To install the extension, go to the Chrome Marketplace and search for "Iptel extension."


Next, go to the extension page and click "Install." In the pop-up window, select "Add extension."

The "Iptel extension" will then appear in your list of extensions. Optionally, you can pin it to the navigation panel by clicking the corresponding button.

Extension settings

To access the extension settings, select "Iptel extension" from your list of extensions or click on the corresponding icon in the navigation panel (if you pinned the "Iptel extension").

A form will appear where you need to enter the following data:
  • CRM system– to integrate with Pipedrive, choose Pipedrive.
  • Server path. If you don't know the server path, contact IpTel technical support.
  • ICS login – the IpTel user login associated with the Pipedrive user.
  • Authorization token.

 

Where to find the authorization token

You can find the authorization token by going to the "Profile" tab in the ICS web application. The token is unique to each ICS user.



To copy the token, click on the corresponding button.


After entering all the data, click "Connect." If everything is done correctly, the connection indicator will turn green.

Browser restart or computer reboot

After restarting the browser or turning on the computer, reopen the extension.


After that, the connection between ICS telephony and Pipedrive will occur automatically (if the last user's data was entered correctly). If the user needs to be changed (or all fields are empty), enter the necessary data and click "Connect."
 

Extension usage nuances

When using the "Iptel extension," follow these rules:
  • After updating the extension, you need to restart (close and reopen) the browser.
  • The ICS user must be online.
  • Chrome browser must be open in one window.

If at the time of an incoming call the user is on the extension page or on a new Google Chrome page, a pop-up window with a link to the lead will appear on the Pipedrive page.
 

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