How to integrate with PipeDrive

Overview

Spoke Phone’s Pipedrive integration syncs Pipedrive contacts into your Spoke Phone, and logs all calls made on Spoke Phone against the customer record in Pipedrive. If users have Spoke Phone standard or pro licenses, they are able to dictate call notes and follow up after calls, which are transcribed into text and also added to the customer record in Pipedrive.

Read more about the Spoke Phone Pipedrive integration.

This article will show you how to set up and use Spoke Phone's Pipedrive integration. It contains the following sections:

• Requirements
• Connecting Pipedrive
• Data syncing
• Contact records
• Call records / logs
• Call notes and follow up
• Formatting phone numbers
• Call reporting
• Additional Information

Requirements

• Paid or trial Pipedrive account.
• Spoke Phone account.
• Administrator access/rights to Pipedrive.
• Administrator access/rights to SpokePhone.

Connecting Pipedrive

1. Go to your Spoke Phone account portal online and login.
2. Go to your Spoke Phone account portal online and login.
3. Go to integrations > add integration.
4. Select to add on the Pipedrive card.
5. Select Connect Your Pipedrive button.

• Login with your Pipedrive Account credentials.
• 
• Click OK, then click next.
• Select and Copy the Webhook URL provided in setup screen in prompt 3:
• 
• Open the Add a Webhook section in Spoke Phone
• Click the Add Webhook button 
• Paste the Webhook URL copied from the setup screen into the URL field
• Enter the Description: Pipedrive CRM in the Description field
• Select the below 4 items within the Subscribed Events field
  • conversation.message.created
  • conversation.inactive
  • call.contact_assigned_with_add
  • call.contact_assigned_with_update
• Click on the Next button
• Click on the Save button
• Return to the Pipedrive integration setup Screen and click Next after your webhook is saved and follow the remainder steps.

Data syncing

It may take a while to initially sync your contacts to Spoke Phone. Plan for roughly 1 hour per 10,000 contacts.

Contact records

• To find Pipedrive contacts in the Spoke Phone app, go to the external directory.
• Search Pipedrive contacts from the Spoke Phone app using the search bar at the top of the app.
• When a call comes into Spoke Phone, if the corresponding phone number calling is found in Pipedrive, Spoke Phone will display the customer's name.
• If more than one person is found having that number in Pipedrive, Spoke Phone will pick the first person found, and let you know there are other potential matches.
• You cannot edit contact records in Spoke Phone (by design). You edit contact information in Pipedrive, and Spoke Phone will be updated within minutes.
• Contacts that have multiple email addresses and phone numbers in Pipedrive, will show and be searchable in Spoke Phone with/across all the email addresses and phone numbers.

Call records / logs

• If you have a call from a number found in Pipedrive, Spoke Phone will add a call log to that person.
• If more than one person is found having that number in Pipedrive, Spoke Phone will pick the first person found, and add a call log to that person.
• Call logs will usually be added to Pipedrive a couple of minutes after the call.
• If the Spoke Phone user is also a Pipedrive user, call logs will be recorded in Pipedrive against their account. This requires that the email address for the user in both Spoke Phone and Pipedrive be the same.
• If the Spoke Phone user is not also a Pipedrive user, call logs will be recorded against the default Pipedrive user that you selected during the initial Pipedrive integration setup.

Call notes and follow up

• If a Spoke Phone user dictated follow-up notes after a call, the notes will be transcribed into text and available in the call log for that customer in Pipedrive.
• Transcribed call notes will usually be added to Pipedrive a couple of minutes after the call.

Formatting phone numbers

• Phone numbers in Pipedrive need to be in the correct format.
• For numbers in other countries, ensure Pipedrive users follow the best practice of adding international dialing code in the E164 format. Eg: +61, +1, etc.
• If phone numbers in Pipedrive do not have an international dialing code, Spoke Phone will dial the number as though it is a local number to your Spoke Phone account. If your Spoke Phone account is based in Australia, Spoke Phone assumes that all non-E164 format numbers in Pipedrive are Australian numbers.
• Spoke Phone will attempt to fix bad formatting on phone numbers you have stored in Pipedrive. For instance, adding country codes, inserting local dialing prefixes, etc. If Spoke Phone is unable to fix the formatting, you will need to fix the number in Pipedrive.

Call reporting

• If you have Pipedrive reporting enabled, you will see Spoke Phone calls correctly logged against your Pipedrive users.
• This requires the Spoke Phone user to also be a Pipedrive user, with the same email address used in both Spoke and Pipedrive.
• Calls with Spoke Phone users who are not Pipedrive users will be logged against the default Pipedrive user account that you selected during the initial setup.

Additional Information

• You can use the Add to CRM button during a call to add Contact records in Pipedrive for Calls from unknown callers.
• If multiple Pipedrive records have the same number, Spoke will select the first record found and provide you with a dropdown list to change the record if needed.