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Dialpad integration

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Maria Herrell
Updated 3 weeks ago
Automatically log phone calls and SMS messages from Dialpad to your Pipeline CRM contacts.

Before you start:
  • Admin permissions required in both Pipeline CRM and Dialpad
  • Your Dialpad account must be active and logged in
  • For SMS: A valid 10DLC SMS campaign registered with Dialpad.

Part 1: Set Up Your Phone Number (All Users)
  1. Go to Profile > My Profile > Phone Number.
  2. Enter the same phone number you use in Dialpad.
  3. Click Save changes.

Part 2: Install the Integration (Admins Only)
  1. In Pipeline CRM, go to Settings > Other > App Store.
  2. Locate Dialpad and click Install.
  3. Select the Dialpad Service tab and click Connect.
  4. Follow the Dialpad prompts and authorize Pipeline CRM.
  5. Click Test Connection to verify the setup.
  6. Click Save changes.

Part 3: Configure Call Activity Mapping
  1. In the Dialpad integration, select the Phone Settings tab.
  2. Choose an activity category for each call type:
    • Completed incoming calls
    • Completed outgoing calls
    • Missed incoming calls
    • Missed outgoing calls
    • Voice messages (incoming)
    • Voice messages left (outgoing)
  3. Click Save changes.
  4. Click Back to the App Store and toggle the integration to Enabled when ready to go live.
💡 Tip: You can use one "Phone Call" category for all call types, or create separate categories for better tracking.


Part 4: Enable SMS Integration (Optional)
  1. In the Dialpad settings, select the SMS Settings tab.
  2. Check Enable SMS Support.
  3. Choose activity categories for incoming and outgoing texts or create new ones.
  4. Click Save changes.
⚠️ Note: You can only have one SMS integration enabled at a time.


Send and Receive SMS Messages
  1. Open a record.
  2. In the Contact Info tile, click the SMS icon.
  3. Type your message in the messenger window.
  4. Click the Send icon.

The messenger window displays delivery status and timestamps. Replies appear in the same window, and you'll receive in-app notifications for new messages.

💡 Tip: If a contact has both work and mobile numbers, toggle Show settings to choose which number receives the SMS.


Configure SMS Notifications
  1. Go to My Profile > Notifications.
  2. Scroll down and under General locate SMS received.
  3. Choose your preferred notification methods for SMS: in-app, email, or mobile.

What Gets Logged
Once connected, Pipeline CRM automatically logs:
  • Completed calls (incoming and outgoing)
  • Missed calls (incoming and outgoing)
  • Voice messages (incoming)
  • SMS messages (incoming and outgoing)
Activities appear on the associated person or company record.



Need help? Contact support at [email protected]. 
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