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Set up Click-To-Dial With 8x8 Work for Pipedrive

Updated: 10/16/2024

Objective

Enable click-to-dial in Pipedrive CRM. This will allow you to click on a phone number within the CRM so that you don't need to type the number into the 8x8 communication panel.

Applies To

  • Pipedrive CRM
  • 8x8 Integrations

Requirements and Limitations

  • Click-to-dial operation in Pipedrive requires the installation and use of 8x8 Work for Desktop, so 8x8 Work for Desktop must be installed and running on the user's PC, even if you intend to use a desk phone.
  • The 8x8 Work and Contact Center integrations both require the use of Google Chrome web browser.
Important Note: When clicking a phone number to make an outbound phone call, your 8x8 phone service will call your phone extension. You must answer that initial call to connect your phone to the number you are trying to reach.

Procedure

There are currently two methods available for click-to-dial operation in Pipedrive:
  • Pipedrive's native configuration, which requires a Professional (or higher) account level.
  • 8x8 Web Dialer, which is a Chrome browser extension. Web Dialer does not rely on the Pipedrive account type, and may over-ride Pipedrive's native "protocol handler" configuration.

Option 1: Configure Pipedrive for Click-to-Dial Calling

To use the native Pipedrive configuration for click-to-dial, each user will need to configure the dialing "protocol handler" type for their own Pipedrive login.
  1. Navigate to Settings > Tools and apps > Tools > Calling > Personal tab
  2. Click Tools > Calling on the left-side panel.
  3. Click the Personal tab.
  4. In the Default calling method drop-down menu, select Custom.
  5. In the field next to Custom, erase any displayed text, then enter the following protocol handler text exactly as shown: tel:\\[number]
  6. Click Save settings.
  7. Refresh any People page in Pipedrive that may already be open.
  8. Be sure to log in to 8x8 Work for Desktop so that clicked calls can be properly initiated on your 8x8 phone extension.
You should now be able to click on phone numbers in Pipedrive to initiate outbound phone calls.
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Note: The Default calling method > Custom field can be left blank if 8x8 Web Dialer is being used for click to dial service.

Option 2: Install 8x8 Web Dialer

8x8 Web Dialer Chrome extension can be used instead of Pipedrive's native functionality.
  1. From the Chrome web browser, click the following link to begin installing the extension: 8x8 Web Dialer
  2. Click Add to Chrome.
  3. Click Add Extension.
  4. From the Chrome Customize menu, navigate to More Tools > Extensions and confirm that 8x8 Web Dialer is installed and enabled.
    clipboard_e1e9c619e7e6faf22592beb5073e317ce.png
  5. Refresh any People page in Pipedrive that may already be open.
  6. Be sure to log in to 8x8 Work for Desktop so that clicked calls can be properly initiated on your 8x8 phone extension.
You should now be able to click on phone numbers in Pipedrive to initiate outbound phone calls.