Kixie's Pipedrive Integration: Configuration and Behavior

Minimum Pipedrive Requirements: 

• You have a paid Pipedrive account (no trial)
• Your phone numbers are stored in the default Pipedrive "person phone field"

Integration Setup Checklist:

• Add Kixie-Related Activity Types to Pipedrive
  
  • See here for instructions

Optional but Recommended:

• Enable DirectSync in a list-view setting
  
  • to enable DirectSync in a Pipedrive list-view setting, see here.
• Customize your Call Outcomes (Dispositions)
  • Create and maintain your own customized list of call outcomes that all your users will see, and will push into Pipedrive when logged. See here.
• Enable/Disable "Create Contacts" 
  • When you call or receive a call from a number that's not associated with a person in Pipedrive, Kixie will create a Pipedrive contact automatically. "Create Contacts" is enabled on your account by default.
    • Choose your preference inside Kixie.com->Manage->Account->Create Contacts

How the Integration Works:

Kixie Syncs Activities at the Contact (Person) level:

• Phone Call Activities will log as "Answered Call" or "Missed Call" activities, and will look like this.

• SMS Activities will log as completed "sms outgoing" or "sms incoming" activities, and will look like this:

• Disposition (Call Outcome) Activities will log as completed "disposition" activities, and will look like this:

DirectSync vs. Manual-Search Sync

1. DirectSync For click-to-calls () to a contact from inside the Pipedrive contact’s page or deal. Kixie will sync the call directly to that contact you click-to-called, without having to search the CRM for contacts matching that phone number. 
   • • to enable DirectSync in a Pipedrive list-view setting, see here.
2. Manual-Search Sync For all other types of phone calls (incoming calls, manual dials) and SMS messages, Kixie will have to search through your Pipedrive for contacts matching that phone number to determine where it will sync the activity.
   • • if there are multiple contacts matching the phone number, Kixie will sync the activity to the oldest of those contacts, by create date. 

Syncing Activities at the Organization Level:

If a Pipedrive person is associated with a Pipedrive Organization, Kixie will sync all phone call/sms/disposition activities that it synced to the Contact over to the Organization as well.

Syncing Activities at the Deal Level:

If a Pipedrive person is associated with a Pipedrive Deal, Kixie will sync all phone call/sms/disposition activities that it synced to the Contact over to the Deal as well.

If the person is associated with multiple deals, here is how Kixie will decide which particular deal it will sync activities to: 

1. sync to the deal owned by the Pipedrive user who is associated with the activity 
   • if multiple such deals, then sync to the most recently-created one
2. sync to the deal whose status is open
   • if multiple, then sync to the most recently-created open deal
3. sync to the deal whose status is won
   • if multiple, then sync to the most recently-created won deal
4. sync to the deal whose status is lost
   • if multiple, then sync to the most recently-created lost deal

The Kixie PowerCall®

The Kixie PowerCall functions as an enhanced, Pipedrive-driven caller ID, as well as a shortcut into Pipedrive.

1. Pipedrive-driven Caller ID: View the Pipedrive contact that's calling you, and click to open their contact or deal page in a new tab
2. Edit the Pipedrive contact’s basic information while you're on a call
3. Log a Call Outcome (disposition) with notes 
4. Schedule a future Call Activity with the Pipedrive contact