CRM AND HELPDESK INTEGRATION
Pipedrive is a sales CRM, and Vobiz connects to it as a softphone: agents dial from the panel or a person record, talk in the browser with mute, hold and transfer available while connected, and each finished call lands in the CRM as both an Activity and a Call Log with a signed recording link.
Before you start
The softphone is a panel you embed in Pipedrive, connected to a small backend you host — it holds the Vobiz credentials, answers the call webhooks and writes to the CRM, and it needs a public HTTPS address. Pipedrive is connected over OAuth, through an app you create in their Developer Hub, requesting read-only access to deals and contacts and write access only where calls are actually recorded.
Why this pairing
Pipedrive is built around a rep working a pipeline, and calling is the part of that day most likely to happen somewhere else — on a mobile, on a desk phone, on a dialler that syncs overnight if it syncs at all. The deal record then holds a summary written from memory, or nothing.
Putting the phone in the CRM fixes the record, and this one also fixes the call: mute, hold and transfer are available while the conversation is live, so a rep can bring in a colleague rather than promising a call back. Vobiz supplies the numbers and carries the calls behind it.
What you get
A softphone in the CRM, with the controls a live conversation actually needs.
Call control that ends at connection leaves a rep with one option when a conversation needs someone else: hang up and promise a call back. Here the controls are live for the whole call, so the colleague joins while the customer is still on the line.
Each finished call is written as a Pipedrive Activity and as a Call Log. The Activity puts it in the deal's history where a rep looks; the Call Log puts it where call reporting looks. Both, automatically, with duration and a playback link.
An inbound number is resolved against your Pipedrive people, with a broader search as a fallback, so the matched contact is on screen while the phone is still ringing rather than found afterwards.
Local, mobile and toll-free inventory across 130+ countries, including regulated formats where a market demands them — India's 140-series and 1600-series among them. Any number on the account can be the caller ID.
The Pipedrive app asks for read access to deals and contacts, and write access only for activities and call logs — the two things it actually creates. For an admin weighing up what a third party can do inside the CRM, the permission list is short and the reasoning for each line is in the guide.
A backfill command pulls recent call records from your Vobiz account and syncs them into the CRM, so a call placed outside the softphone is not simply missing from the deal.
How it works
A developer sets this up once. Reps sign in and dial.
Place a call from the Vobiz browser demo before anything else. If that does not work, nothing downstream will, and you will spend a day debugging the wrong layer.
Create the endpoint the softphone registers as, and keep the username the platform stores rather than the one you submitted.
It holds the credentials, answers the call webhooks and writes to the CRM. Vobiz has to reach it over HTTPS. Verify the answer URL returns the expected instruction before opening any interface — a tunnel error page there kills every call in a way that points elsewhere.
Create the application with your answer URL, bind the endpoint, and attach a number for inbound.
Create an app in Pipedrive's Developer Hub with your callback URL, request only the scopes listed in the guide, then authorise and confirm the connection reports as live.
Open the panel, sign in with your Vobiz API credentials, pick a caller ID and dial. The call button stays disabled until registration lands, so nobody dials into a dead bridge.
The full setup, the OAuth scopes and why each is needed, the call architecture, the security notes and a troubleshooting table are in the Vobiz docs.
Read the integration guide
Get started
Run the backend, connect Pipedrive, sign in and dial.
The Activity and the Call Log are written before you have closed the tab.
FAQ
CRM and helpdesk integrations: Salesforce · ServiceNow · ClickUp · Expedify
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Pipedrive is a sales CRM for managing deals, contacts and pipeline activity. Learn more at pipedrive.com. Vobiz is not affiliated with Pipedrive; this integration connects over Pipedrive's public API using an app you create in their Developer Hub.
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