Pipedrive integration

Overview

When you connect Pipedrive to Ortto, we sync your People, Organizations, and activities related to Deals, Notes, and Person updates.

The data is read-only, but you can leverage Ortto’s powerful campaign, reporting, and dashboard features on your customer data from Pipedrive.

To do this, proceed through each of the following procedures to integrate Ortto with your Pipedrive service as a data source.

Accessing Pipedrive

To access the Pipedrive data source, go to CDP > Data sources > + New data source > CRM & Sales > Pipedrive.

Pipedrive prerequisites

To integrate with Pipedrive, you’ll need an active Pipedrive account and System Administrator access.

Connect from Ortto

To connect to Pipedrive, follow these steps:

1. Navigate to CDP > Data sources > click New data source.
2. Under CRM or All data sources, select Pipedrive, then Get started.
3. On Connect to Pipedrive, if needed, select Advanced options to:
   • Choose which CDP fields can be modified from the Pipedrive data source, or
   • Choose not to modify CDP data fields that already have a value.
4. Click Connect then authorize access to your Pipedrive account.
5. At Fields, choose which Pipedrive fields will be synchronized across to your Ortto account’s customer data platform (CDP).
   At this point, you can set specific Pipedrive fields to determine the email and SMS permissions for Pipedrive contacts synced to Ortto. This is designed for when you use a custom field instead of marketing status to determine a contact’s subscription status. (Otherwise, new Pipedrive contacts added to Ortto will be subscribed (or unsubscribed) according to their marketing status in Pipedrive.)
6. At Data retention, select to either:
   • store only the last 90 days of activity data, or
   • select the time frame for the data stored, and the activities which will be stored.
7. On the Select records page, choose between syncing all your chosen object data in the previous step across to Ortto (by leaving Sync all selected), or click Selectively sync to specify conditions on Pipedrive object data related to people or organizations in your Ortto’s CDP that will be synced.
8. On the Merge page, select the appropriate strategy by which people’s (customers') data is merged from Pipedrive into your Ortto’s CDP.
   Learn more about Pipedrive's hidden identifiers.
   Learn more about merge key strategies as it pertains to Pipedrive.
9. Click Sync to finish.
10. Click Done to exit the setup.

Hidden identifiers

Ortto uses a hidden unique identifier (ID) for Pipedrive to manage merges effectively.

• Contact hidden identifier: Pipedrive Person ID
• Account hidden identifier: Pipedrive Organization ID

Merge key strategies

Merge with any key match

The Merge with any key match strategy helps combine records from your data source with existing Ortto records when there is a match on any identifier.

How it works:

• The system checks your hidden identifier, primary and fallback identifiers (e.g., Pipedrive Contact ID, email and phone number) to find matches.
• For example, if your primary identifier is email, Ortto will merge records if either the Pipedrive Contact ID or email matches an existing record. If no match is found, a new record will be created.

Match only if previous merge key is empty

The Match only if previous merge key is empty strategy checks for matching records in Ortto based on the priority of identifiers.

Check in priority order: The system looks for matches using the merge key from your data source and account in a priority order.

Merge or Create Record:

1. First key: If a match is found with the highest priority key (e.g., Pipedrive Record ID), the records will be merged.
2. Second key: If no match is found with the first key, it checks the second key (e.g., email). If the email matches and the first key is empty, the records will be merged. If the first key has a value, a new record is created.
3. Third key: If no match is found with the first or second key, it checks the third key (e.g., phone number). If the phone number matches and both previous keys are empty, the records will be merged. If the first or second key has a value, a new record is created.

Learn more about the instance unique identifiers.

How is the data merged into Ortto?

Data is merged from Pipedrive to Ortto on the initial connection. Subsequently, newly modified objects are synced shortly after they occur.

The Pipedrive integration is initially configured as read only, which means that no data is sent from Ortto to Pipedrive. Should you wish to send data from Ortto to Pipedrive, you can create a journey or playbook using Pipedrive actions.

Learn more about sending data from Ortto to Pipedrive.

When a person is added to your CDP from the Pipedrive data synchronization, if they do not already exist as a contact in your CDP, they are added as a new contact. Any new contacts are automatically subscribed to receive email communications. (New contacts are unsubscribed to SMS by default.)

If a contact synced from Pipedrive already exists in Ortto, the contact will not have their email or SMS permissions changed; they will remain as they were set in Pipedrive.

Initial data sync

Person, organization, deal, activity and note objects, along with default fields and any custom fields you selected, are merged into the Ortto CDP. The merge follows the data merge strategy selected during the initial connection with Pipedrive. Ortto activities store data based on the objects you chose to be synced during the integration.

Depending on the number of records in your Pipedrive account, due to API limitations of Pipedrive the initial sync may take several hours. You can view the state of the connection on the Data sources page.

Ongoing data sync

Pipedrive data is merged in to Ortto shortly after it occurs.

Resynchronizing data

Pipedrive data is resynchronized when the data source is reconnected and when the data retention limits are adjusted. The resync will not perform a full backfill of data, it will only import changes that occurred since the last Ortto request for Pipedrive data.

A resync of the Pipedrive data may affect the audiences and campaigns within the CDP by resetting the attributes for the person, and activities, causing a person to potentially re-enter an audience or campaign within the CDP.

What does the data source add to my account?

The Pipedrive data source adds:

• Pipedrive contact and account records and their associated fields to your CDP, known as people or accounts respectively in Ortto.
• Pipedrive activities from the last 90 days including leads, opportunities, campaigns and tasks. In some cases, however, it may be necessary to store an activity and its attribute data for longer. Therefore, Ortto provides a mechanism for customers to opt-in to selectively store their activity data for longer. Learn more about configuring data retention.

  NOTE: If your Pipedrive account was connected prior to 22nd Oct 2022, custom fields are not included in the Pipedrive activities Ortto receives. Switching this setting on via the “custom fields” section of your Pipedrive data source will cause new versions of all existing Pipedrive activities.

  This change to the activities will break any existing audience, filter, report or campaign using the existing Pipedrive activities and they must be manually updated to select the new version of the Pipedrive activities.

  Please be mindful that once you turn this setting ON, even if you later switch it OFF again, you will still need to update all uses of your Pipedrive activities.
• The ability to use Liquid syntax in campaign messages to personalize your messages using merge tags for Pipedrive person fields and activity attributes. Learn more about personalizing campaign content with Liquid.
• NOTE: Deleting a Pipedrive data source connection will not remove the current entries in the CDP for people or activities that were merged from that Pipedrive connection.
• Pipedrive audiences based on activity data, such as slipping subscribers, engaged deals, and repeat customers.

View Pipedrive fields in your CDP

Customize your CDP field visibility and add Pipedrive fields by following these steps:

1. Navigate to the People page under the CDP section of the sidebar.
2. Click on the cog icon > select or clear the fields you want to show or hide.

Pipedrive fields are indicated with the small Pipedrive icon.

Learn more about Pipedrive person fields.

Access the Pipedrive data source view

When a data source is connected, you are provided with a data source view. You can access its view via CDP > Data sources.

A data source’s view is the administration page where you can:

• view and manage the data source in the left-hand details panel, and
• under the relevant tabs on the right-hand side, view:
  • an Overview of the data source,
  • an Activity feed, and
  • an Audience table, which displays the people imported from Pipedrive.

In the details panel, you can:

• Rename the data source: Hover over the name > click the pencil icon > enter the new name > click anywhere on the page to save.
• Backfill the data source: Click Actions > Backfill Pipedrive fields > Continue.
• Disconnect the data source: Click Actions > Disconnect.
• Configure if data source can modify CDP fields: If enabled, you can select the CDP fields the data source can overwrite.
• Manage the merge strategy: Learn more about merge strategies.
• Manage custom Pipedrive fields to sync: Select the Pipedrive custom fields you want to sync in Ortto.
• Configure data retention: Set the activity data retention period.

Using Pipedrive

Learn how to maximize your Pipedrive integration with Ortto’s filters, reports, dashboards, campaigns, and coupons.

Learn more about using Pipedrive in Ortto.

Pipedrive activities

Activities from Pipedrive are automatically added to your Ortto account when integrating with Pipedrive.

Learn more about Pipedrive activities, their attributes and field types.

Troubleshooting Pipedrive

Find solutions to common issues and questions when using Pipedrive as a data source.

Learn more about troubleshooting Pipedrive.