> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tala-assistant.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Pipedrive

> Recognize callers from your Pipedrive contacts and log every call there

![Pipedrive logo](https://mintcdn.com/tala-73c4b5d5/Cvqmpcwjwcane5YM/images/integrations/pipedrive.svg?fit=max\&auto=format\&n=Cvqmpcwjwcane5YM\&q=85\&s=4af57a41cfed1d1fa8ece30d52bc5ebd)

## 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.

> [!NOTE]
>
> This integration is in beta. You need a Pipedrive account whose user can
> add and edit contacts and notes.

## What You Can Do

| Feature | Description |
| - | - |
| **Caller recognition** | The agent looks up the caller's phone number in your Pipedrive contacts and can greet known callers by name |
| **Contact creation** | A new caller is added to Pipedrive with their name and phone number, and their email if they confirmed it during the call |
| **Contact completion** | When the caller is recognized from the number they call from, a missing phone number or email is added to their contact |
| **Call summary** | A short note about the call is added to the caller's contact |
| **Your data stays yours** | Information already in Pipedrive is never replaced |

## 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."

> [!TIP]
>
> 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.

> [!TIP]
>
> A duplicated agent starts unchecked: check it again in the **Agents** window
> if it should use Pipedrive too.

## 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.

## Example Conversation

> [accordion] Known caller
>
> **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.*

> [accordion] New caller
>
> **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.*

## 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.

## Security

| Setting | Value |
| - | - |
| Access | Your Pipedrive contacts and notes |
| Existing information | Never replaced |
| Shared with the agent | First name, last name and company of a contact recognized from the caller's own number |
| Never shared with the agent | Emails and phone numbers stored in Pipedrive |

## Troubleshooting

> [accordion] The agent does not use Pipedrive
>
> * 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

> [accordion] A known caller is not recognized
>
> * 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

> [accordion] Pipedrive asks to reconnect
>
> * Click **Create Integration**, choose **Pipedrive** again and allow access
> * You receive an email when the connection needs to be renewed

## Next Steps

> [card] [Tools & Functions](https://docs.tala-assistant.com/workflows/tools.md)
>
> See all available tools

> [card] [Call Transfer](https://docs.tala-assistant.com/workflows/call-transfer.md)
>
> Transfer callers to your team


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