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XCALLY phone widget for Pipedrive

XCALLY phone widget for Pipedrive

Overview

FROM VERSION 3.61.0

The XCALLY integration with Pipedrive allows WebRTC and Phonebar agents to handle calls directly from the Pipedrive CRM, using a custom floating CTI widget.

The widget is installed through the Pipedrive marketplace.

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After signing in with XCALLY credentials, agents can place and receive calls, use click-to-call from phone numbers in Pipedrive, and control active calls in real time with answer, hang up, and hold/unhold. When a call ends, it is saved to Pipedrive Call Logs with outcome, talk time, linked contact, and optional recording. Missed inbound calls may create a follow-up activity automatically.

Requirements

  • XCALLY (minimum version 3.61.0) configured with WebRTC or Phonebar agents.

  • Pipedrive CRM account → Pipedrive

Installation & Setup

The XCALLY widget can be installed from Pipedrive Marketplace. To do this, sign in to your Pipedrive account and, from the Pipedrive Marketplace, install the XCALLY for Pipedrive app.

Once the XCALLY app is installed, it can be set up as the default calling app. This will enable it to manage click-to-call from phone numbers in Pipedrive:

  • From the account menu navigate to Tools and apps → Phone calls.

  • Under Default calling app, select XCALLY for Pipedrive.

If XCALLY is not set as the default calling app, agents can still select XCALLY at the time of placing the call using the option to choose a different calling method.

For more information see → https://support.pipedrive.com/en/article/callto-syntax-make-voip-calls-from-pipedrive

How does it work?

Once the XCALLY widget is installed on Pipedrive, agents must sign in on the widget to connect to XCALLY, after which they can manage calls directly in Pipedrive.

Connect to XCALLY

The agent signs in to Pipedrive and can open the XCALLY widget through the top bar. To connect to XCALLY from here, the agent must enter:

  • XCALLY username and password

  • Agent type (WebRTC or Phonebar)

  • XCALLY server URL

Important: To be able to establish the connection to XCALLY, when signing in to the widget the agent must also be logged in to XCALLY (WebRTC in separate browser tab, or Phonebar app)

Once the connection is established the widget displays Connected to xCally and shows the agent’s status: Online or Offline. This status reflects whether the agent is available to handle calls in XCALLY.

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→

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Make and receive calls

You can dial outbound by clicking any phone number in Pipedrive, on a person, deal or lead. This will automatically open the XCALLY widget, from where you can manage the call. Similarly, incoming calls automatically appear in the XCALLY widget—answer, hold, and hang up from there.

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If XCALLY is not set as the default calling app: When placing a call hover over the phone number and click the arrow icon, then in the pop-up window select to use the xCally for Pipedrive integration on the computer.

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Call logging and management

When a call ends, it is logged automatically to Pipedrive Call Logs with outcome, direction, talk time, agent details, optional recording link, and links to the matching person and open deal. Phone numbers can be matched to existing contacts or used to create new ones, and xCally agents are mapped to the correct Pipedrive user.

Smart workflow rules save manual work: missed inbound calls can create a follow-up callback activity, and conversations above 60 minutes are tagged in the call note so meaningful interactions are easy to spot.

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Troubleshooting

XCALLY widget:

  • Contact your admin for server URL, credentials, or access issues.

  • Keep the XCALLY widget open while working in Pipedrive and ensure the status is Connected.

Placing calls:

  • If click-to-call does not work, check your default calling app setting and the XCALLY connection status.

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