The uPBX Pipedrive CRM Integration enhances customer relationship management by integrating your call activities directly with your existing Pipedrive CRM.
It features call journaling (with optional automatic contact creation) and automated CRM Smart Open where the callers contact page is loaded on your computer.
The integration’s CRM Smart Open functionality opens the appropriate Pipedrive page based on the caller’s information:
- Contact Page: Opens if the caller ID matches an existing contact.
- Search Page: Opens when the caller ID matches multiple contacts, or if the caller ID is private or unknown.
This integration streamlines workflows, ensuring all interactions are efficiently managed and recorded.
Pipedrive Configuration
Before you can configure the Pipedrive integration within uPBX, you must first configure a Pipedrive account with API Access.
Note that each user has a different API Token so we suggest creating a dedicated user for this purpose.
Step 1.
Sign in to Pipedrive with the user account created for the CRM Integration purposes.
You can get the API token required for the Integration from within the Pipedrive interface by going to account name icon in the top right hand corder of your screen, Then select 'Company Settings'.
https://app.pipedrive.com/settings/api
Step 2.
From the left hand menu, select 'Personal Preferences'.
Step 3.
Select the 'API' tab, then use the 'Copy' button to copy the API Token. (You will need this shortly)
uPBX Configuration
To configure uPBX for Pipedrive is simple.
Step 4.
First, locate your 'Pipedrive domain'.
You can obtain your Pipedrive domain from the URL bar of your browser as shown below.
Step 5.
Enter your 'Pipedrive Domain' and the 'Pipedrive API Key' obtained in step 3 previously.
Step 6.
Use the slider to enable the Integration.
Step 7.
Use the 'Test' button to test and confirm that your CRM details have been entered correctly and are working.
If everything is successful you will see the following message.
CRM Smart Open
If you would like to automatically display your CRM Contact page for incoming calls, ensure that you enable the Automatically display your CRMs Contact page for incoming calls option.
Please note that while this is a global setting for the PBX, it can be enabled/disabled on a per user basis within the UCme Softphone App iteself.
Once you are happy with your configuration, click 'Save'.
Don't forget to click Apply PBX Changes if prompted.
Call Journaling and Contact Creation
With the Call Journaling with Contact Creation feature enabled, uPBX will automatically log calls within Zendesk for you.
Enter in your preferred call subject for Inbound and Outbound calls, noting that you can use the following variables to generate the subject line.
Possible Variables:
- CallDateTime: This value represents the Date and Time of the call.
- SourceNumber: For an inbound call, this will show the callers full caller ID (eg: 0731051300). For an outbound call, this will show the internal extension number of the user who made the call (eg: 324).
- DestinationNumber: This represents the full national number that was dialled.
- TalkerState: For inbound calls only.
- ConnectedState: For outbound calls only.
Note: You will need to ensure that each variable is enclosed in square brackets as shown in the image above.
The Create Contact is an optional setting that allows uPBX to automatically create a new contact if the caller ID is not found in your CRM. Enter the preferred first and last name to use for the new contact.
Once you are happy with your configuration, click 'Save'.
Don't forget to click Apply PBX Changes if prompted.
Remove CRM integration
Note: This action cannot be undone.
You can permenantly disable the CRM integration by clicking the Remove Integration button.
You will then be prompted again to confirm the removal of the integration.
Click 'Permanently Remove CRM Integration'.
