Pipedrive CRM Integration

Introduction

3CX provides integration with Pipedrive via the 3CX API. This integration offers the following features:

Caller ID to Contact Name – inbound calls trigger a Pipedrive contact lookup.
Contact Lookup in Pipedrive based on Name, Number or Email if you search for a name in the 3CX Web Client.
Call & Chat Journalling – calls and chats are logged in the Pipedrive Contact Card as CRM call records.
Create a new Pipedrive contact from 3CX for calls from new numbers.
Click to Call – launch calls straight from Pipedrive via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

Pipedrive requires OAuth2 authentication to authorize 3CX to access your data, so you need to create a private app. This is done from the Developer Hub.
Click on your account icon on the upper right corner, then select Developer Hub. From there select “Create an app”.

When asked, select “Create private app”. Set the name to “3CX Integration” and complete the “Callback URL” with the URL you use to access your 3CX Admin Console, adding “/api/oauth2crm” at the end. For example:
“https://my-pbx.example.com/api/oauth2crm”
Click the “Save” button to move to the “OAuth & access scopes” section.

In the Access Scopes section, enable
”Contacts Full access”, “Read users data”, “Search for all data”, and “Call logs Full access”
.
From the Client ID section below, copy the values from ClientID and Client secret, as they will be needed later.
Click on “Save”.

In the 3CX Admin Console go to “Integrations” > “CRM”.
Select “Pipedrive” from the dropdown list.
Enter the URL you use to access your CRM instance, for example “https://example.pipedrive.com”, and enter the values for “Client ID” and “Client Secret” previously copied from your app.

Click on “Save” and then “Authorize” to launch the Pipedrive authorization page. Verify the permissions, click “Allow and Install” to proceed.
Verify that the “Refresh Token” field is automatically filled for the Pipedrive CRM in 3CX Admin Console.
If you want to enable contact creation from the 3CX client, check this option. When the caller’s number can’t be matched to a contact, the 3CX client will let the user create the contact by filling the details in a dialog.

To report external calls and chats to Pipedrive, the email address configured for the 3CX extension must match the email address of a Pipedrive user. This way 3CX can map the 3CX extension receiving the call or chat to the Pipedrive user.
Check the “Enable Call Journaling” option to report external calls to the CRM, and configure these “Call Journaling” parameters:

Please note that you can use variables in the “Call Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.

If you want to report chats to the CRM, check the Enable Chat Journaling checkbox and configure the parameters below:

Please note that you can use variables in the “Chat Journaling” parameters, denoted as
[variable_name]
, e.g. the external number is specified as
[Number]
. The available variables to use are listed here.