Last update: 01/04/2025
PhoneHQ integration with Pipedrive is designed to improve contact management and call logging in your CRM. With this functionality, events (i.e. information about calls made) can be automatically sent to Pipedrive, but only in certain cases. Below, we explain how this integration works and when data is sent to Pipedrive.
In PhoneHQ, contacts and phone numbers come in two varieties:
User numbers:
Private number: Assigned to one user only.
Public number: Can be shared by multiple users.
Contacts:
Private contacts: Available only to the specific user who added the contact.
Public contacts: Are available to all PhoneHQ account users.
Shared contacts: Are available to all users or groups who have been granted access to a specific contact.
Thanks to the integration, calls made by users are analyzed for assignment to the appropriate group, which determines whether an event will be sent to the Pipedrive.
User Affiliation:
In order for call information to be sent, the user making the call must be assigned to the Pipedrive Integration group. This lets you know that they are using the integration feature - regardless of whether they are using a private or public number.
Contact affiliation:
Call information is sent only if the number (contact) to which the call is made is from Pipedrive. Such contacts, imported from Pipedrive, are always assigned to the Pipedrive Integration group. If you call a contact that does not belong to this group (such as a private contact created manually), the event in question will not be exported.
User number type:
Regardless of whether you are calling from a private or public number, the decisive criterion remains the membership of both parties (user and contact) in the integration group. If both requirements are met together, the event is registered in the system and sent to Pipedrive.
The following table illustrates when connection information is sent to Pipedrive and when it is not:
Scenario | User (affiliation)
| Contact (affiliation)
| Number type
| Call data exported to Pipedrive? | Comment |
1 | Belongs to the group | Imported from Pipedrive (belongs to a group) | Private or Public | Yes | Standard case - both parties meet the criteria. |
2 | Belongs to the group | Private contact (not assigned to a group) | Private or Public | No | The event is not sent when the contact does not belong to an integration group. |
3 | Does not belong to the group | Imported from Pipedrive (belongs to a group) | — | No | Lack of user permissions results in the event not going to Pipedrive. |
4 | Does not belong to the group | Private contact (not assigned to a group) | — | No | Neither the user nor the contact meets the integration criteria. |
To make sure that your call information is going to Pipedrive, follow these steps:
Verify your account settings:
Make sure your account is assigned to the Pipedrive Integration group.
Verify contacts:
Contacts imported from Pipedrive and those that should be sent to CRM must be visible as shared and assigned to an integration group. This can be quickly verified in PhoneHQ settings.
Number selection:
When making calls, the selection of a number (private or public) does not affect the transmission of the event, as long as both parties (user and contact) are properly configured.
To ensure the integration between PHQ and Pipedrive works correctly, please review and configure the following settings:
Integration with Pipedrive: Enabled
“Send recordings to Pipedrive” option: Disabled
Call recording on the number: Enabled
The following data is transferred to Pipedrive:
Caller number (Number A)
Recipient number (Number B)
Call transcript
Call summary
The actual recording is not transferred — as expected based on the settings.
Everything is working correctly.
Integration with Pipedrive: Enabled
“Send recordings to Pipedrive” option: Disabled
Call recording on the number: Disabled
Transferred to Pipedrive:
Number A
Number B
Call duration
No transcript
No call summary
Reason: Call recording is turned off for the number.
Integration with Pipedrive: Enabled
“Send recordings to Pipedrive” option: Enabled
Call recording on the number: Disabled
Transferred to Pipedrive:
Number A
Number B
Call duration
No transcript
No call summary
Reason: Call recording is turned off for the number.
To ensure transcripts and call summaries are sent to Pipedrive:
Call recording must be enabled on the number.
If you want transcripts and summaries to transfer without sending the actual recordings, you can:
Disable the “Send recordings to Pipedrive” option, while keeping call recording enabled.
PhoneHQ integration with Pipedrive is an effective tool that allows you to automatically send call information to your CRM. The prerequisites for a successful integration are:
User membership in the Pipedrive Integration group.
Membership of the contact to the same group, which applies only to contacts imported from Pipedrive.
With this solution, you are assured that only the data that matches the established criteria goes to Pipedrive, streamlining the management of contacts and call history. If you have additional questions or need support in setting up the integration, please feel free to contact our support Team.
Feel free to source more information about PhoneHQ's functionality and keep an eye out for news in our knowledge base!
