Install your Pipedrive integration

The Aircall–Pipedrive integration helps you prioritize deals, track performance, and predict revenue by automatically logging call activities and syncing data between platforms. This article explains how to install your Pipedrive integration.

Before starting, make sure that:

• You have Admin rights in both Aircall and Pipedrive.
• You have at least five custom fields available in Pipedrive. For details, see Pipedrive’s article on custom fields.
• You have access to manage Pipedrive Account Settings. To verify:
  1. Log in to Pipedrive.
  2. Go to Company Overview → Company Settings → Manage users.
  3. Confirm that your account has access to Account Settings.

Once you meet the prerequisites, follow these steps to install the integration.

Steps:

1. Log in to your Aircall Dashboard.
2. Select Integrations & API from the left sidebar.
3. In the All Integrations section, search for Pipedrive and click on it
4. Click Install integration

5. On the authorization page, click Authorize

6. Choose the numbers you want to connect to Pipedrive, then click Next.

   

NOTE: At least one number must be linked for call and message activity to log in Pipedrive. You can update number assignments anytime in the Aircall Dashboard.

7. Log in to your Pipedrive account when prompted. 

   

8. After completing the steps, click Finish to proceed to the integration settings page.

9. Your Aircall–Pipedrive integration is now active.

TIP:
If you encounter issues during installation, confirm that your Pipedrive account still has five available custom fields and that your user permissions are correct.

Custom fields: 

1. Aircall Tags: Short text, Person, Stores Aircall call tags synced to the contact after a call
2. Aircall Tags: Short text, Deal, Stores Aircall call tags synced to the deal after a call
3. Tags Aircall: Long text, Person, extended version of the tags field - handles longer payloads (e.g. AI key topics from transcription) that overflow the short text field
4. Tags Aircall: Long text, Deal, same as above, for deals
5. Org Phone Number Aircall: Phone, Organization, stores the organization's phone number to enable matching calls to the right organisation in Pipedrive

These fields are created only once — if they already exist (e.g. after a reinstall), Aircall skips creation to avoid duplicates.

Making calls from Pipedrive

You can use Aircall’s browser extensions to enable click-to-dial directly from Pipedrive. This feature lets you start a call in Aircall by clicking any phone number in your Pipedrive interface.

IMPORTANT:
Before setting up Aircall click-to-dial, remove any other phone integrations or Chrome extensions. Make sure Aircall is selected as your default calling program.

Configuring your integration settings

General settings

In the Aircall Dashboard, you can activate or deactivate your Pipedrive integration at any time. When the integration is inactive, call logging and related functions will pause, but your setup remains installed.

You can also:

• Give your integration a custom name for easier identification.
• Add or remove numbers connected to the integration. Calls made to or from connected numbers will be logged based on your configuration.

NOTE:
Calls that occur while the integration is inactive will not retroactively log after reactivation.

Settings 

Activity Creation for Call Settings

In the Activity Creation for Call section, you can choose how call activities are logged in Pipedrive. For each call type - outbound answered, outbound unanswered, inbound answered, inbound missed, or voicemails - Admins can decide whether the call should be logged as:

• An open/in-progress activity
• A closed/completed activity
• No activity (nothing logged)

For calls handled by Aircall AI Voice agent, a specific setting is available to manage call activities logging. This setting is for calls purely handled by AI Voice Agent and weren't escalated to a human agent. For calls which are escalated to human agent, the other settings for inbound answered, missed calls and voicemails will be applicable. 

Activity Creation for Messages Settings

In the Activity Creation for Messages section, you can choose how messages ( i.e. SMS or WhatsApp messages) activities are logged in Pipedrive. For each call type—outbound SMS/MMS, Inbound SMS/MMS, inbound WhatsApp, outbound WhatsApp message—admins can decide whether the call should be logged as:

• An open/in-progress activity
• A closed/completed activity
• No activity (nothing logged)

Custom Activity Title Settings

In the Custom Activity Title section, you can configure a custom activity title for each call/conversation logged in Pipedrive. The setting can be enabled or disabled at any time and once enabled, you can view the default/current titles for each call/conversation type with Option to add custom titles for all or some of the activites. Aircall Number Name can also be added at the end of the custom title by checking the box in the column “Add Number Name”

As the Calls where an Aircall AI Voice Agent is involved will have specific titles, the same can also be customised using this setting.  This includes calls purely handled by AI Voice agent without any escalation to human agent as well as with escalation to human agent. 

Tag Sync Setting

In Tag Sync section, you can configure how Tags added to Aircall Calls should be synced in Pipedrive i.e.

• As Tags to a Person profile
• As Tags to a Deal
• As an activity note
• No Sync

Pipedrive settings

Admins can also configure additional preferences:

• Choose whether calls should log only during business hours or at all times.

NOTE:
This setting applies only to calls. Messages sent or received outside of business hours as well as calls handled purely by AI Voice Agent are not affected

• Decide whether calls or messages to or from unsaved numbers should create
  • a new Contact/Person in Pipedrive.
  • a new Contact/Person and a new lead in Pipedrive.
  • a new Contact/Person and a new deal in Pipedrive.
  • Nothing should be done
• Determine if calls to or from numbers saved in Pipedrive but not yet in Aircall should create a new Aircall contact.
• Determine if Aircall AI Call Transcriptions should be logged in Pipedrive
• Determine if Key Topics should be logged in Pipedrive
  • as an activity note
  • as tags to a person
  • as tags to a lead
  • as tags to a deal
• Determine if Action items should be logged in Pipedrive
  • as an activity note
  • as an Open activity

TIP:
Call assignments in Pipedrive are based on user email matching. Ensure that each agent uses the same email address in both Aircall and Pipedrive to avoid call assignment issues.

NOTE:
If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to Call Transcription , Key Topics and Action Items logging will be disabled.

Insight Cards settings

Insight Cards can be customized via the integration settings. Specific tab for custom insight cards has been added to Pipedrive Integration settings in the dashboard.

Insight card settings are available for Person/Contact, Lead, Deal and Organisation/Company. Each of the insight cards can be enabled or disabled individually and once enabled up to five fields can be mapped based on the list of fields available.

TIP:
• Insight cards for each entity will be displayed only if they are enabled in the settings.
• If no custom insight cards are enabled, the default insight card will be displayed.

Managing custom field limits in Pipedrive

The Aircall–Pipedrive integration automatically adds five custom fields to your Pipedrive account during installation. You must have at least five available custom fields before proceeding.

Steps to check and manage custom fields

1. Log in to your Pipedrive account.
2. Navigate to Settings → Company Overview → Data Fields → Custom fields.
3. Review your list of custom fields to ensure there is available space.

For more details, see Pipedrive’s Custom Fields guide.

Custom field limits

• Account type: Pipedrive (default)
• Default custom field limit: 100
• Recommended usage: Keep usage at 95 or fewer

IMPORTANT:
If your account shows 99 or 100 custom fields, delete unused fields to free up space, or contact Pipedrive Support to request an increased limit. Insufficient custom field space can prevent successful integration setup.

Features available in the Aircall–Pipedrive integration

The Aircall–Pipedrive integration offers several enhanced features designed to improve call tracking, data visibility, and workflow efficiency between both platforms.

Available features

When using the integration, you can access the following capabilities:

• Call/voicemail logging : Automatically log Calls in Pipedrive along with notes, tags as well as recording or voicemail link. Sync Tags to Pipedrive objects.
• New contact creation & Contact Sync : Create new contact along with lead and deal as well as sync contact between Pipedrive and Aircall
• Call transcription & AI insights logging: Automatically captures and logs Call Transcription & key call insights such as Call Summary, Key Topics, Sentiment, and Action Items.
• WhatsApp logging: Records both text messages and media files exchanged through WhatsApp.
• Customized Insights Card: Displays relevant insights directly within Pipedrive to help your team review important call details.
• SMS & MMS Logging: Logs text (SMS) & multimedia messages (MMS) for better visibility and record keeping.
• Customized activity titles: Allows you to personalize the titles of logged activities to match your team’s workflow.
• Support for multiple phone number formats : Aircall - Pipedrive Integration support multiple phone number formats apart from E164. 

TIP:
These features enhance the overall visibility and management of communication activities between Aircall and Pipedrive, helping teams maintain accurate and actionable records.

For more information, on how to use your Pipedrive integrations, please, check this article: Use your Pipedrive integration.