Use your Pipedrive integration

Aircall’s integration with Pipedrive helps teams connect their calling activity with their CRM workflows. The integration automatically syncs contacts, logs calls, and displays relevant information directly within Aircall. With features such as Contact Creation & Sync, Insight Cards, Call Logging, AI Insights, and Message Logging, the integration ensures all customer interactions are easily accessible and actionable.

Call logging

The integration automatically logs Aircall calls in Pipedrive as Activities, depending on whether the call is inbound, outbound, answered, or missed.

Logging calls to existing contacts

If a valid phone number matches a Contact/Person in Pipedrive, the call is logged as an Activity under that contact based on your integration settings.

Logging calls to new contacts

If no match is found and your settings permit creating new contacts, a new Contact/Person is created in Pipedrive with:

• Name: [Phone number] Aircall new person (e.g. 33102030405 Aircall new person)
• Phone: the phone number

Supported phone number formats

The Pipedrive integration supports multiple number formats apart from E164 format. Below are some of the examples of phone number formats supported.

Note: Please note that this list is not exhaustive, but provides some examples of supported phone number formats.

Call log details

Each logged call includes:

• Activity title: based on call direction and status
  (e.g. Inbound answered call on [Aircall number name])
• Date and time
• Caller number and Aircall number
• Waiting time (missed calls) or duration (connected calls)
• Recording or voicemail link
• Notes left in Aircall and the user who added them

Assignment rules

Important: If the Pipedrive admin who set up the integration cannot be found, the call will not be assigned to any user.

Note: Calls are logged only to Contacts/People, not directly to Deals or Organizations. If a number exists only under an Organization, the call may either log to a new Contact or not log at all depending on settings.

If a Contact is linked to an open or won Deal or an Organization, calls are automatically logged to those entities as well. Calls are not logged to lost Deals.

Calls will be logged as activities on contacts and will be associated with either the last updated deal, or to a lead if there is no deal.

When installing the Aircall-Pipedrive integration, ensure there is space for five new custom fields in Pipedrive. These fields are created automatically during setup. For more information, see Installing your Pipedrive integration.

Contact creation & sync

When Contact Sync is enabled, your saved Contacts/People in Pipedrive automatically sync with your Aircall phone app. This allows contact names to appear automatically during calls.

All numbers associated to a contact in Pipedrive are synced with Aircall and are shown as Main and Other numbers. 

Steps:

1. Ensure all phone numbers in Pipedrive are saved in E.164 format (for example, +15555555555) or another supported phone number format.
2. Enable Contact Sync in your Aircall dashboard via Pipedrive Settings.
3. Once a validly formatted number is found in Pipedrive, Aircall adds the Phone and Name to the contact in Aircall, along with a direct link to the Pipedrive contact.

You can update synced contacts directly in Pipedrive by clicking on Pipedrive Contact link in Aircall Workspace.

Important: If two Contacts/People share the same number, Aircall will log to the one found first in Pipedrive—typically the most recently updated.

New Contact Creation can be enabled via Pipedrive Settings as well as configured to determine whether only a new contact should be created or a new contact along with a new lead or deal should be created. Once a new contact is created the call and messages will be logged to that contact.

When using the Aircall–Pipedrive integration, it’s essential to understand how Aircall logs calls and how contact information is matched in Pipedrive. This ensures calls are recorded accurately and linked to the correct records.

Contact matching and logging behavior

Aircall uses the phone number saved in Pipedrive to determine where a call should be logged.

Important: If two Contacts or People in Pipedrive share the same phone number, Aircall will log the call to the Contact or Person that appears first when searched in Pipedrive. This is typically the record that was most recently updated.

Note: Phone numbers must be saved in the Phone field in Pipedrive. If a number is stored in a different field (for example, *Phone Field 2*), calls to or from that number will not be logged to that Person.

Where calls are logged

• Calls are logged directly to Contacts/People in Pipedrive.
• Calls cannot be logged directly to Deals or Organizations.
• If a phone number exists only at the Organization level, the call will either:
  • Be logged to a new Contact/Person, or
  • Not be logged at all, depending on your integration settings.

Tip: When a Contact/Person is linked to an open or won Deal or an Organization, Aircall automatically associates the call with that Deal and/or Organization. Calls will not be logged to lost Deals.

Insight cards

When a contact is found in Pipedrive, Aircall displays an Insight Card in your phone app. This card includes a clickable link to open the corresponding Pipedrive contact.

If a number is not yet saved, and your settings allow creating new contacts, a new Pipedrive contact is automatically created and displayed via the Insight Card.

Aircall - Pipedrive Integration Supports default and custom Insight cards. You can enable and configure custom insight cards via Pipedrive Integration settings. If a custom insight card is not enabled then the default Insight Card will be displayed.

Default Insight Cards

Insight Cards for Contacts

• Insight cards for contacts contain a link to the contact page in Pipedrive, a contact name, and their Organization.
• If a call is made/received to/from a new number, the “Name” section will display the phone number followed by the text “Aircall new person”.

Insight Cards for Deals

• Insight cards for deals will appear if the customer has an existing, open or won, deal associated with their contact in Pipedrive.
• Insight cards will show up to 5 open deals and up to 2 won deals. Additionally, insight cards will show the name, status, and owner name of each deal.

Important: If a client has both open and won deals, the open deals take priority, and the Insight Cards for those deals will appear first.

Custom insight cards

You can customize Insight Cards for Contacts/People, Leads, Deals, and Organizations in your Pipedrive integration settings. Each card type can be enabled or disabled individually, and up to five fields can be mapped for display.

Display logic

• Only enabled cards appear.
• If no custom cards are enabled, the default card is shown.
• The system first searches for a Contact/Person.
• If associated Leads or Deals exist, and their cards are enabled, they are also displayed.
• For multiple leads or deals, the most recently updated is shown.
• Up to three deals can appear (one per status: Open, Won, Lost).
• If no Contact/Person is found, the system searches for an Organization and displays its card if enabled.

Note: For custom Insight Cards for an organization, a new custom field "Org Phone Number Aircall" has been added. This field should contain the organization's phone number, allowing Aircall to search for the organization by phone number.
Calls are not logged for an organization even if it is found as part of an Insight Card.

When configuring the Aircall–Pipedrive integration, make sure your Pipedrive account has enough space for new custom fields.

Important: The Aircall–Pipedrive integration adds five custom fields to your Pipedrive account during installation. You must have at least five available custom field slots before proceeding with the setup.

Call transcription logging

With Aircall AI, you can log Call Transcriptions to Pipedrive Activities.

Requirements:

• Active Pipedrive integration
• Aircall numbers associated with the integration
• Aircall AI enabled
• Call Transcription turned on for the relevant numbers

Important: Transcriptions are only generated for calls longer than 1 minute. Shorter calls will not create or log a transcription.

You can manage this setting under Log Call Transcription in Pipedrive in your dashboard. The default setting is Yes.

AI insights logging

The integration can log AI Insights in addition to call transcriptions, including:

• Call Summary
• Key Topics
• Sentiment
• Action Items

These are added to the Activity Note in Pipedrive.

Key topics

You can choose how to log Key Topics:

• As an Activity Note
• As tags for a Person/Contact, Lead, or Deal

A new custom field called Tags Aircall has been introduced to replace Aircall Tags, which will be deprecated in the future.

Action items

You can choose to log Action Items:

• As an Activity Note
• As an Open Activity in the Focus section of Pipedrive Activities

Messaging logging

SMS Logging

Aircall’s integration with Pipedrive automatically logs inbound and outbound SMS messages as activities, helping you keep a full record of customer interactions alongside your call history.

How SMS messages are logged

Inbound and outbound SMS messages appear in Pipedrive as a separate activity type from calls. This activity type is created automatically by Aircall during installation.

Each SMS activity can be logged as either open or closed, depending on your integration settings.

Note: If an inbound SMS is received from an unknown number, Aircall will automatically create a new contact in Pipedrive.

Important: The new activity types are automatically created when the Pipedrive integration is installed or migrated.
If any of these activity types are deleted manually, the integration must be reinstalled to restore them.

MMS Logging

MMS messages sent or received via SMS/MMS-enabled Aircall numbers linked to Pipedrive are logged as Activity Notes. Multimedia files are listed and accessible in the Files tab.

SMS & MMS logging also follows the Activity creation for messages settings, allowing messages to be logged as Open or Closed Activities.

WhatsApp message logging

WhatsApp messages (text and multimedia) sent or received through the Aircall WhatsApp channel are logged in Pipedrive as Activity Notes for associated numbers.

The note includes:

• Message details
• List of multimedia files sent or received
  (accessible via the Files tab in the History section)

You can choose to log WhatsApp messages as Open or Closed Activities using the Activity creation for messages setting.

Assignment rules

Customized activity titles

You can customize Activity Titles using the Custom Activity Title setting in your integration dashboard.

When enabled:

• You can define custom titles for all or specific types of calls/conversations.
• For any call type without a custom title, the default title is used.
• You can choose to append the number name (the name of the Aircall number used) by checking the corresponding option.

By leveraging these features, Aircall’s Pipedrive integration helps teams streamline communication, automate CRM updates, and capture valuable insights across calls, messages, and AI-driven analytics - all within a single connected workspace.

AI Voice Agent Calls Logging 

When using the Voice Agent, calls can follow two possible paths:

• Voice Agent only: The call is handled entirely by the Voice Agent without transfer.
• Voice Agent → Aircall user: The Voice Agent transfers the call to a human Aircall user.

In both cases, calls are logged in Pipedrive as inbound received calls to ensure accurate reporting and visibility.

Voice Agent only

For calls handled entirely by the Voice Agent:

• Calls are logged as inbound received calls.
• It is immediately clear from the log that the call was handled by the Voice Agent.
• Voice Agent notes are included and are easily distinguishable from other notes.

Voice Agent → Aircall user

When a call is transferred from the Voice Agent to a human Aircall user, logging depends on whether the transfer is answered or missed.

Answered transfer

If the agent answers the transferred call, it is logged as an inbound answered call. For reporting clarity:

• The title includes both the Voice Agent and the agent’s name.
• Notes from both the user and the Voice Agent are logged
• Tags indicate it was a Voice Agent call, alongside any user tags.

Missed transfer

If the agent does not answer the transferred call, it is logged as a missed call, but still marked as a Voice Agent transfer. The log will include:

• A title showing that the call was transferred by the Voice Agent.
• Notes from the Voice Agent.
• The recording of the call.
• Tags showing it was a Voice Agent call.

Missed transfer to voicemail

When a transferred call is not answered by the agent and the caller leaves a voicemail, Aircall records it as a Voicemail while maintaining its Voice Agent transfer status in the call log.

What appears in the call log

The call log for a missed transfer that results in voicemail includes:

• Title indicating the call ended in voicemail after being escalated by the Voice Agent
• Notes added by the Voice Agent
• Voicemail recording from the caller
• Tags showing that it was a Voice Agent call

Syncing Aircall tags

You can now sync Aircall tags with objects in Pipedrive. This feature lets you choose whether Aircall tags sync to an Activity, Deal, Person, or Nothing, giving you more control over how call data is organized in your CRM.

Choosing the sync object

When setting up tag sync between Aircall and Pipedrive, you can select only one Pipedrive object for the tags to sync to.

• Activity: Tags will sync to Pipedrive’s default tags field.
• Deal or Person: Tags will sync to a custom field created in Pipedrive.
• Nothing: Tags will not sync to any Pipedrive object.

Important: You can select only one object type (Activity, Deal, or Person) for tag syncing.

Tag sync behavior

Once set up, tags applied in Aircall will automatically sync to your chosen Pipedrive object.

• Calls can be tagged or untagged within 2 hours of the call taking place.
• After this 2-hour window, any tag updates made in Aircall will not sync to Pipedrive.

Note: If you choose Deal or Person, Aircall will create and sync tags to a custom field in Pipedrive. For Activity, tags sync to the default tags field.

Activity Creation

Each type of call and message is assigned their own activity type, allowing more advanced analytics to be implemented in Pipedrive directly by segmenting types of activities.

When you install the Pipedrive integration with Aircall, new activity types are automatically created to ensure that calls and messages are properly logged between both systems.

Important: These activity types are created during the installation of the Pipedrive integration. Do not disable or delete them in your Pipedrive account settings, as this may prevent calls and messages from being logged correctly.

If an activity type is deleted manually, you will need to reinstall the Pipedrive integration to restore proper functionality.

Pipedrive and outbound calls Google Calendar sync

When using the Aircall integration with Pipedrive, you may notice that outbound calls are appearing in your Google Calendar. This typically occurs due to Pipedrive's own calendar sync settings. This article explains why it happens and how to resolve it.

Why outbound calls appear in Google Calendar

If Pipedrive's calendar sync feature is enabled, it can automatically log certain activities in your connected Google Calendar. Outbound calls made through Aircall may be included in this sync, which results in call entries being added to your calendar.

How to prevent outbound calls from syncing to Google Calendar

To stop outbound calls from appearing in your Google Calendar, adjust your settings directly in Pipedrive.

Steps:

1. Open your Pipedrive account.
2. Go to your calendar sync settings.
3. Disable the calendar sync feature or modify the configuration to prevent call activities from being logged in your Google Calendar.

For more details, refer to Pipedrive's documentation: Pipedrive calendar sync