Integrations
Pipedrive integration with telephony and your contact center
We connect Pipedrive to CONTACT.WORK through the Pipedrive API during implementation. When someone calls, the agent sees the person, their organization, and open deals with their stages; when the call ends, it is logged in Pipedrive as a call activity with the outcome, a recording link, and an AI summary.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with Pipedrive
Options
Three ways to run calls with Pipedrive
Pipedrive teams are usually sales teams, but many also run an inbound line or a support desk. Pick a setup for each group based on where they work.
Pipedrive opens on the right person
When a call starts, the salesperson's browser opens the Pipedrive person that matches the number, with their deals in view. An unknown number opens a new person or lead with the phone number filled in, so nothing gets lost between the call and the pipeline.
- Lookup across persons by phone
- A new lead or person for unknown numbers
- The person opens for a colleague on transfer
Pipedrive context in the agent form
Inbound agents and SDRs work from CONTACT.WORK queues and call lists. The agent form shows the person, organization, deal value, and stage from Pipedrive. After the call, the platform logs a call activity, schedules the next activity if the agent sets one, and moves the deal stage when your rules say so.
- Pipedrive fields in the agent form
- The next activity scheduled from the call
- Deal stage updates by your rules
- Deal "Order #1024" created
- Owner: sales manager Oleg
Calling from inside Pipedrive
When your reps never leave Pipedrive, we build a CONTACT.WORK panel for it as a private Pipedrive app, using the extension points Pipedrive offers to app developers. Reps answer and dial from Pipedrive, while routing, queues, and recording run on the platform. This is a separate development project.
- Answer and dial in Pipedrive
- Call activities logged from the panel
- Queues and recording in CONTACT.WORK
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We'll pick the setup together after discovery.
How it works
What each setup includes
Deal history
Every call in the deal's history
Open a deal or a person in Pipedrive and the history lists every call, what came of it, and the audio, next to chats and email from CONTACT.WORK. A missed call from a known person can create a call activity for the deal owner, so the callback shows up in their activity list.
- Recordings linked from the activity
- A missed call becomes a to-do, if enabled
- An AI summary in the activity note
- Call 3:12 · Anna · recording
- WhatsApp: "When will it arrive?"
- Missed call → task "Call back"
- Deal #1024 moved to "Contract"
Owner routing
Customers reach the salesperson who owns the deal
Pipedrive assigns an owner to every person and deal. The platform reads the owner and rings them first; when the owner is unavailable, the call moves to the team queue. Sales managers see in CONTACT.WORK who answered and how fast.
- Owner taken from Pipedrive
- The team queue as a fallback
- Answer times per salesperson
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How a Pipedrive project runs
- 01DiscoveryWe go through your pipelines and stages, custom fields, activity types, and how leads move from the Leads Inbox to deals.
- 02AccessA Pipedrive admin authorizes API access for the integration with the permissions we agree on.
- 03DevelopmentWe build the exchange through the Pipedrive API for persons, organizations, deals, and activities. An in-Pipedrive panel, if you choose it, comes as a separate stage.
- 04MappingEach agent is linked to a Pipedrive user, phone lines are matched to pipelines, and we decide which activity type and fields a call fills in.
- 05TestingTest calls cover a new caller, a known person with an open deal, a transfer, an unanswered call, and one placed after business hours.
- 06Go-liveThe sales team switches over after training, and for week one we reconcile CONTACT.WORK reports with Pipedrive activities.
Requirements
What you need on the Pipedrive side
- Pipedrive plan
- The plan you use now, with API access to the objects in scope
- Access
- A Pipedrive admin who can authorize the integration
- Pipelines and fields
- A list of the pipelines, stages, and custom fields involved in calls
- Telephony
- Your existing numbers and carriers, connected over SIP
- Where the platform runs
- In the CONTACT.WORK cloud or on servers you run
- Cost
- Billed per hour: $60 on Pro (8 hours a month minimum) or from Maxi's included hours; Pipedrive charges for Pipedrive seats
Preparation
What to prepare for a Pipedrive meeting
Q&A
Frequently asked questions
How is Pipedrive connected to CONTACT.WORK?
Through the Pipedrive API. There's no off-the-shelf connector: our team builds the integration around your pipelines and fields during implementation and tests it with you.
How do calls appear in Pipedrive?
As call activities linked to the person, organization, and deal. Each one carries the outcome, call length, the rep, the recording, and an AI summary of what was said.
Can outbound campaigns use Pipedrive filters?
Persons from a Pipedrive filter can be loaded into a CONTACT.WORK auto dialer campaign, and each result goes back as an activity. Calls are made with consent, respect do-not-call lists, and stay inside the hours you set for each time zone.
Can a call move a deal to the next stage?
When the outcome is clear – a meeting booked, a quote requested – the platform can move the deal to the stage you choose. We agree on these rules during discovery.
Does Pipedrive replace our phone system?
Calls run through CONTACT.WORK: IVR, queues, routing, recording, and reports. Pipedrive receives the results, and your numbers stay with your carrier, connected over SIP.
Do we need to tell callers about recording?
In all-party consent states, such as California, Massachusetts, and Pennsylvania, everyone on the call has to agree. CONTACT.WORK can announce the recording to the caller before the conversation starts. This isn't legal advice.
What does a sales manager see?
In CONTACT.WORK: who is on a call, the queue, missed calls, and how fast each rep answers, with live listening and whisper coaching. In Pipedrive: call activities on each person and deal, which Insights reports can group by owner or pipeline.
Will the team lose selling time during the switch?
Pipedrive stays as it is – the integration adds call activities and updates only the fields we agreed on. Lines move to CONTACT.WORK one team at a time, and the current phone setup keeps working until test calls pass.
What if we replace Pipedrive?
Your numbers, IVR menus, queues, recordings, and reports belong to the CONTACT.WORK side. With a new CRM, we rebuild the data exchange and leave the phone setup alone.
How much does the Pipedrive integration cost?
Two invoices, for two different things. Your plan pays for the platform, and the Pipedrive build is a separate line. We charge for the Pipedrive integration in developer hours, $60 each on Pro with 8 hours a month as the minimum order, or drawn from the 40 hours that come with Maxi. Once discovery is done we estimate the hours, and we begin when you sign off. You pay CONTACT.WORK nothing for licenses or agent seats, and our prices don't include applicable taxes. Your Pipedrive seats are billed by Pipedrive – make sure your Pipedrive plan gives you API access.
Glossary
Terms on this page
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
- Whisper coaching
- Supervisor coaching that only the agent can hear. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
Updated: