Pipedrive integration

Overview

The Pipedrive integration lets you automatically send your CallRail call, text message, and form submission activity to your Pipedrive CRM. Each time a caller contacts you, CallRail creates or updates a contact record and logs a new lead in Pipedrive, so your sales team always has the latest activity without any manual data entry.

If you use CallRail's Voice Assist, the integration also gives your AI agent real-time context from Pipedrive when a call comes in: the agent can see the caller's existing contact details, open leads, open deals, and recent notes before the conversation begins.

Before You Begin

Before connecting the Pipedrive integration, make sure you have the following:

• An active Pipedrive account.
• Admin access to your CallRail account.
• To use the Voice Assist context feature, an active Voice Assist agent must be configured in CallRail.

Connect Pipedrive to CallRail

Follow the steps below to connect your Pipedrive account. Once connected, the integration is active for the companies you select and will begin syncing activity right away.

Connect Your Account

1. In CallRail, select the Integrations icon in the left navigation bar.
2. Select Pipedrive from the list of available integrations.
3. Click Connect.
4. You will be redirected to Pipedrive. If prompted, log in to your Pipedrive account.
5. Review the permissions requested by CallRail and click Allow and Install to authorize the connection. CallRail requires access to your contacts, leads, deals, and activities.
6. You will be returned to CallRail, where Pipedrive will appear as connected.

Select Companies to Sync

1. Choose the company or companies in your CallRail account that should sync activity with Pipedrive.
2. Click Save.

Note: When you first connect the integration, CallRail automatically creates a set of custom fields in your Pipedrive account to store attribution data. You do not need to set these up manually. See the Data section below for details.

Data

What CallRail Sends to Pipedrive

Each time a call, text message, or form submission occurs on one of your selected CallRail companies, the integration does the following in Pipedrive:

• Searches for an existing contact (Person) by the caller's phone number, then by email address.
• If no match is found: creates a new Person record and a new Lead linked to that Person.
• If a match is found: updates the existing Person's contact details, then creates a new Lead for the new activity. Each call, text, or form submission creates a separate Lead.

The following data is written to Pipedrive with each activity:

Custom Fields Created in Pipedrive

When you first connect the integration, CallRail creates the following custom fields in your Pipedrive account:

• On Person records: CallRail - First Touch Source, CallRail - First Touch Medium, CallRail - First Touch Campaign, CallRail - First Touch Landing
• On Lead/Deal records: CallRail - Call Summary

Please note: These fields are created automatically and only once. If you accidentally delete them, they will be recreated the next time an activity syncs.

Voice Assist: Data Pulled from Pipedrive

If you use Voice Assist, CallRail reads the following data from Pipedrive in real time when an inbound call comes in. This data is used to give your AI agent context about the caller and is not stored in CallRail.

• Caller contact details: name, phone numbers, email addresses, and organization
• Open leads: title, value, status, and dates
• Open deals: status, stage, pipeline, value, and probability
• Recent activities: type, subject, due date, and linked deal or lead
• Notes: content, linked records, and author

Sync Frequency

Data syncs in real time. Pipedrive is updated immediately when a qualifying call, text message, or form submission occurs in CallRail. There is no scheduled batch sync.

Troubleshooting

The integration is in a "Failed" state

If the integration cannot reach Pipedrive after 5 consecutive attempts, it moves to a Failed state and stops syncing. To resolve this:

9. In CallRail, navigate to Integrations in the left navigation.
10. Select Pipedrive.
11. Click Reconnect and complete the authorization flow again.

Please note: A "Failed" state is often caused by a change to your Pipedrive account permissions or an expired authorization. If the integration enters a "Failed" state repeatedly, confirm that your Pipedrive account is active and that CallRail still has the correct permissions.

Activity stopped syncing after a period of inactivity

If your account has no qualifying call, text, or form activity for more than 60 days, Pipedrive's authorization token expires. When this happens, the integration will need to be reconnected:

1. In CallRail, navigate to Integrations in the left navigation.
2. Select Pipedrive.
3. Click Reconnect and complete the authorization flow again.

Frequently Asked Questions

Does connecting the integration affect my existing Pipedrive data?

No. Connecting the integration only adds custom fields to your Pipedrive account. It does not modify, delete, or overwrite any existing contacts, leads, or deals.

What happens when the same person calls more than once?

CallRail searches for an existing contact in Pipedrive by phone number and email. If a match is found, the existing contact record is updated with any new information. A new lead is still created for each call, text, or form submission, so every touchpoint is logged separately.

Can I connect Pipedrive to more than one company in CallRail?

Yes. During setup, you can select which companies in your CallRail account should sync with Pipedrive. You can update this selection at any time from the integration settings.

Does this integration support scheduling or booking appointments in Pipedrive?

No. The Pipedrive integration syncs call, text, and form activity and provides Voice Assist with caller context. Appointment booking through Pipedrive is not supported at this time.

Do I need a specific CallRail or Pipedrive plan to use this integration?

No. The Pipedrive integration is available on all CallRail plans and all Pipedrive plans. No add-on or upgrade is required.