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)
- Go to Profile > My Profile > Phone Number.
- Enter the same phone number you use in Dialpad.
- Click Save changes.
Part 2: Install the Integration (Admins Only)
- In Pipeline CRM, go to Settings > Other > App Store.
- Locate Dialpad and click Install.
- Select the Dialpad Service tab and click Connect.
- Follow the Dialpad prompts and authorize Pipeline CRM.
- Click Test Connection to verify the setup.
- Click Save changes.
Part 3: Configure Call Activity Mapping
- In the Dialpad integration, select the Phone Settings tab.
- 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)
- Click Save changes.
- 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)
- In the Dialpad settings, select the SMS Settings tab.
- Check Enable SMS Support.
- Choose activity categories for incoming and outgoing texts or create new ones.
- Click Save changes.
⚠️ Note: You can only have one SMS integration enabled at a time.
Send and Receive SMS Messages
- Open a record.
- In the Contact Info tile, click the SMS icon.
- Type your message in the messenger window.
- 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
- Go to My Profile > Notifications.
- Scroll down and under General locate SMS received.
- 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 customercare@pipelinecrm.com.