Managing Communications and Contacts in Pipedrive

Managing Communications and Contacts in Pipedrive

Integrating Onoff Business with Pipedrive ensures that all your calls, SMS, and voicemails are automatically logged in your CRM, giving your team full visibility and context for every customer interaction. This guide explains how the integration works, how data flows, and how to manage settings for optimal performance.

Overview and Benefits

The Onoff Business × Pipedrive integration automatically syncs:

• Incoming and outgoing calls
• SMS messages
• Voicemails
• Call recordings and transcriptions
  

This eliminates manual logging, ensures accurate reporting, and helps your team stay on top of every customer interaction.

Call, SMS, and Voicemail Data Synced to Pipedrive

Once integrated, Onoff automatically sends detailed communication data to Pipedrive.

Call logs include:

• Call direction (incoming or outgoing)
• Call status (connected, missed, voicemail)
• Agent and contact information
• Date, time, and duration
• Call notes and tags
• Call summary and action items (if transcription is enabled)
• Call recordings (if enabled)
• Voicemails

SMS logs include :

• Message direction (sent or received)
• Agent and contact information
• Timestamp
• Full message content

This complete logging ensures full communication visibility.

Assignment of Logs to Pipedrive Users

Pipedrive assigns communication logs according to this logic:

• If the Onoff user’s email matches a Pipedrive user → the log is assigned to that user
  
• If no match exists → the log remains unassigned
  

Tip: Ensure email addresses match for accurate reporting.

Where Communication Logs Appear in Pipedrive

Contact records

All call, SMS, and voicemail activity is logged on the person’s timeline.

Organization records

• Logs appear if the person is linked to an Organization
• If the contact doesn’t exist but the phone number belongs to an Organization → logs are not sent

Deal records

• Logs appear for open deals linked to the contact
• If multiple deals exist → logs go to the most recently updated linked deal

Contact Synchronization Between Onoff & Pipedrive

Automatic contact creation (Pipedrive → Onoff)

• Enable Create contacts automatically
• Contacts in Pipedrive not yet in Onoff are created automatically
• Works for inbound/outbound calls and SMS

Automatic contact export (Onoff → Pipedrive)

• Enable Export Onoff contacts automatically
• New contacts in Onoff are exported to Pipedrive
• Existing contacts are updated

Manual contact export (Onoff → Pipedrive)

• Open the contact in Onoff
• Click the three dots → Export to CRM → Pipedrive
• Creates a new Pipedrive Person or updates an existing one

Accessing Pipedrive Data in the Onoff Web App

• View Pipedrive contact information and direct CRM links
• Sync data using the Synchronize button
• Search contacts by name or number; results from Onoff and Pipedrive appear separately
• Create missing Pipedrive contacts in Onoff with one click

Accessing Pipedrive Information During Calls

During calls, Onoff displays relevant Pipedrive data in real time:

• See who is calling immediately
• Open the full Pipedrive profile from the call screen
• Access organization, deals, notes, and timeline
• Automatically create missing Pipedrive contacts (if enabled)

Call Recordings, Transcriptions, and Action Items

Requirements

• Call Recording enabled in Onoff
• Toggle Send call recordings enabled
  

Behavior

• Call logs appear instantly in Pipedrive
  Recordings arrive shortly afterward
• If transcription is enabled:
• Call summary is sent
• Action items appear as tasks (toggle can disable if preferred)

Search and Contact Matching Logic

Onoff matches contacts by phone number in international or national formats, including numbers starting with 0.

Examples:

• +33123456789
• 33123456789
• 0123456789
  

This ensures consistent contact matching across both systems.