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3CX (V18/V20) To Pipedrive Integration

3CX-Pipedrive Integration

This is an integration of your 3CX PBX with Pipedrive. Here are the supported features

  • Find contact for incoming call from Pipedrive
  • Add contacts to 3cx from Pipedrive based on incoming calls
  • Call journaling ( Includes adding an activity to pipedrive )
  • Call journaling looks for both leads and deals and adds calls to either when found.
  • Call journaling adds details to multiple contacts if the numbers belong to multiple people

How to install

  1. Go to 3CX console > Settings > CRM
  2. Server Side > +Add > Upload the pipedrive.xml file from this repository.
  3. Add the API key ( Found in Pipedrive > User > Pesonal Preferences > API ) & the domain part (Usually the domain once you log into pipedrive - https://example.pipedrive.com).
  4. Check if you need contact creation & Call journaling.
  5. Go to Pipedrive and create a contact* for each of your user that will use the system. Make sure their email on pipedrive matches the email on 3CX. In the phone number field enter AgentExtension-XX where XX represents the users extension in 3cx.

*You need to create a new contact in the address book. Go to Pipedrive > contacts > people > +person ..Add a new person that is your employee and then add a phone number which is the AgentExtension-XX.

Logic for call journaling

image

The call journaling works based on the following scenarios

  • When a call comes in 3cx, the integration sends pipedrive a request based on the agents extension. It looks for AgentExtension-XX where XX represents the users extension in 3cx. It finds the user based on the match.
  • We then retreive the users ID.
  • Next we search the phone number that called into the 3CX and find the relevant person ID in pipedrive.
  • Once we have both the caller and the user who answered, we search all deals && leads to find all relevant records
  • We finally add the activity based on those scenarios