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Overview

The Pipedrive integration lets your voice agents work with the contacts of your Pipedrive account during calls: recognize a caller from their phone number, create or complete their contact, and add a summary of the call to that contact. You choose which agents use Pipedrive. Connecting your account does not give access to any agent until you check it.
This integration is in beta. You need a Pipedrive account whose user can add and edit contacts and notes.

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What You Can Do

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Setup

1

Connect Pipedrive

Go to Integrations, click Create Integration and choose Pipedrive. A Pipedrive window opens: sign in if needed, then allow access for Tala.
2

Choose the agents

Back in Integrations, click Agents next to Pipedrive, check the agents that should use your Pipedrive contacts, then click Save. No agent is checked by default.
3

Tell your agent when to use it

In the agent’s instructions, say when to look up the caller, when to save their details and when to add a call summary, for example: “At the start of the call, look up the caller in the CRM. Before hanging up, add a short summary of the call.”
Save your contacts’ phone numbers with their country code (for example +33 4 65 71 12 34) so the agent can recognize the caller. A number labelled Home or Other never recognizes the caller.
A duplicated agent starts unchecked: check it again in the Agents window if it should use Pipedrive too.

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How It Works

  • Phone numbers: the agent uses the number the caller is calling from, or a number or email the caller confirmed during the call. A contact is only recognized when one of its numbers is exactly the caller’s number, without an extension, and is not labelled Home or Other. Save numbers with their country code (for example +33 4 65 71 12 34). Numbers the agent adds are labelled Work.
  • Numbers that may belong to someone else: a number labelled Home or Other may be shared (a household, an assistant), a number with an extension (+33 4 65 71 12 34 ext. 5) does not tell which desk it comes from, and Pipedrive does not record the country of a number saved without its country code, which says nothing when your agent does not speak French. Such a number never recognizes the caller, but it still counts: if a contact holds the caller’s number this way, the agent picks no contact, adds none for that number and writes nothing, even when the caller confirms their email. It does not tell the caller about that contact.
  • Email confirmed during the call: when no contact has the number the caller calls from, the agent looks the caller up by that email alone. Before writing anything on the contact found this way, it checks that the contact still has that email.
  • Several matching contacts: if more than one contact has the caller’s number, the agent does not pick one and changes nothing.
  • Name required: Pipedrive needs a name to create a contact. If the caller has not given their name yet, the agent asks for it first.
  • Company: the company named by the caller is not saved in Pipedrive yet.
  • Call summaries: up to three summaries per call, always on the contact found or created during that call.

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Example Conversation

Caller: Hello, I’m calling about my quote.Agent: Hello Ms Martin, thank you for calling back. Let me take note of your request…A summary of the call is added to Camille Martin’s contact in Pipedrive.
Caller: Hello, I would like information about your services.Agent: Of course. May I have your first and last name?Caller: Paul Durand.Paul Durand is added to Pipedrive with his phone number, then the call summary is added to his contact.

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Managing the Connection

  • Agents: in Integrations, click Agents next to Pipedrive to check or uncheck agents at any time.
  • Delete: click the trash icon next to Pipedrive. Your agents stop using Pipedrive.

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Security

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Troubleshooting

  • Check that the agent is checked in the Agents window next to Pipedrive
  • Check that the agent’s instructions say when to look up the caller
  • If two CRMs are connected to the organization, agents use neither: keep only one
  • The caller may be calling from a number that is not on their contact
  • Check the number saved in Pipedrive: save it with its country code (for example +33 4 65 71 12 34)
  • A number labelled Home or Other, or saved with an extension, never recognizes the caller: the agent then picks no contact
  • If several contacts share the number, the agent does not pick one
  • Click Create Integration, choose Pipedrive again and allow access
  • You receive an email when the connection needs to be renewed

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Next Steps

Tools & Functions

See all available tools

Call Transfer

Transfer callers to your team