FAQs – Using HelloSend with Pipedrive CRM

1. Getting Started with HelloSend App for Pipedrive
What is HelloSend and how does it work with Pipedrive?

HelloSend is a powerful communication platform that integrates seamlessly with Pipedrive, enabling you to send and receive SMS, Mobile WhatsApp or Meta-linked WhatsApp Business account messages, and voice calls directly from your CRM. It helps streamline your sales and support workflows by allowing real-time, one-on-one conversations and bulk campaigns without leaving Pipedrive.
With HelloSend, you can:

  • Connect messaging platforms like Twilio, RingCentral, and Mobile WhatsApp or Meta-linked WhatsApp Business account
  • Use automation to trigger SMS or WhatsApp messages based on deal updates, activity changes, or any matching conditions in Pipedrive.
  • Log all communication in Notes or Activities
  • Assign a shared number for multiple users or individual numbers per user — choose what suits your business needs.
  • Manage templates, call flows, and message analytics — all inside Pipedrive

This integration ensures your team stays productive, responsive, and connected with leads and customers.

What messaging and Call platforms are supported by HelloSend for Pipedrive?

HelloSend supports the following platforms for messaging and calling within Pipedrive:

  • Twilio – For SMS, MMS, and voice calling
  • RingCentral – For SMS and MMS messaging
  • Mobile WhatsApp – Send and receive WhatsApp messages using your personal WhatsApp number
  • Meta WhatsApp (WhatsApp Business API) – Send and receive WhatsApp messages using a business-approved number
What is the Pipedrive HelloSend Integration?
  • The Pipedrive HelloSend Integration allows users to send SMS, WhatsApp, and Voice Call directly from Pipedrive CRM. It helps businesses streamline communication, automate processes, and manage customer interactions all within one platform.
How do I install HelloSend in my Pipedrive account?
  • To install HelloSend in your Pipedrive account, start by logging into your Pipedrive dashboard. Then, navigate to the Pipedrive Marketplace and use the search bar to find "HelloSend." Select the app titled "HelloSend: SMS, Call & WhatsApp Integration for Pipedrive" from the results. Click the Install button to be redirected to the HelloSend onboarding page.
How do I connect my messaging or calling provider (Twilio, WhatsApp, etc.)?

After installing HelloSend from the Pipedrive Marketplace, you'll be redirected to the HelloSend onboarding page. During this process, you can configure your preferred communication channels:

  • SMS: Connect your Twilio or RingCentral account to send direct, bulk, and automated SMS messages.
  • Call: Integrate Twilio numbers to make personalized Voice Calls directly from within Pipedrive.
  • WhatsApp: Connect your mobile WhatsApp or Meta-linked WhatsApp Business account to HelloSend for campaigns, automation, and dynamic messaging.
How do I enable SMS/MMS in Pipedrive using a Twilio number with HelloSend?
  • HelloSend enables seamless communication by integrating directly with Twilio, allowing you to send SMS, MMS, WhatsApp messages, and make Voice Calls from within Pipedrive. By connecting your Twilio account to HelloSend, you unlock a flexible and powerful messaging channel. This setup supports automated conversations, bulk campaigns, and real-time communication—streamlined within your CRM. Follow the integration steps to start messaging instantly from your Pipedrive account.
How do I enable SMS/MMS in Pipedrive using a RingCentral number with HelloSend?
  • HelloSend integrates directly with RingCentral, allowing you to send and receive SMS and MMS messages from within your Pipedrive CRM. By connecting your RingCentral account to HelloSend, you can streamline communication, automate follow-ups, and manage conversations—all in one place. Simply follow the setup steps to enable the messaging channel and start reaching your contacts instantly.
What features does HelloSend offer for Pipedrive?
  • SMS & WhatsApp Messaging: Send one-on-one messages or bulk campaigns.
  • Voice Calling: Make and receive calls using Twilio, with call logs automatically stored in your Pipedrive records.
  • Automation: Set up automated workflows for reminders, follow-ups, and more.
  • Campaigns: Create and manage SMS/WhatsApp campaigns.
  • Inbox Management: Access all your communications within the integrated HelloSend inbox.
  • Templates: Use pre-designed message templates for faster communication.
  • Analytics: Track message delivery, engagement, and other metrics.
  • Roles and Permissions: Manage user access with Role-Based Permission Management. HelloSend includes default Admin and User roles, and also allows admins to create custom roles—ensuring users have appropriate access based on their responsibilities.
More info →
Can I use HelloSend with multiple Pipedrive accounts?

Yes, HelloSend can be used with multiple Pipedrive accounts. However, each account will require its own integration setup, and usage will depend on your subscription plan.

How to Purchase a HelloSend Account?

HelloSend makes it easy to connect with customers through SMS, WhatsApp, and Voice Calling directly from your CRM. Once installed from your CRM's marketplace, you’ll receive a free trial to explore key features like automation workflows, campaign management, and seamless CRM integration. When you're ready to upgrade, go to the top-right avatar in your HelloSend dashboard and select "Manage Subscription." You'll be directed to the pricing page, where you can choose between monthly or discounted yearly plans. After completing the payment, click "Done" to return to your HelloSend settings.

More info →
2. SMS / WhatsApp Messaging with HelloSend in Pipedrive
Can I send messages to specific deals or contacts within Pipedrive?
    • Yes, you can send SMS or WhatsApp messages to specific People, Leads, or Deals directly within Pipedrive using HelloSend. Additionally, you can apply filters to target specific groups for bulk campaigns, making it easy to engage the right contacts at the right time.
    How can I send one-on-one SMS or WhatsApp messages from Pipedrive?
      • You can send one-to-one SMS messages directly from any People, Lead, or Deal record in Pipedrive using HelloSend. With features like phone field selection, message templates, emojis, and smart suggestions, HelloSend makes real-time, personalized communication seamless—without ever leaving your CRM.
      More info →
      Can I send bulk campaigns to selected contacts or filtered lists?
        • Yes, HelloSend enables you to create and send bulk campaigns via SMS and WhatsApp, helping you reach a large number of contacts directly from your Pipedrive CRM. You can also use filters to target specific groups, making it easier to engage the right contacts at the right time.
        Can I schedule messages for later delivery?
          • Yes, HelloSend lets you schedule SMS and WhatsApp messages for future delivery through the Bulk Campaign feature. When setting up a campaign, you can specify the exact date and time for sending, making it easy to plan follow-ups, reminders, or promotions in advance. This ensures your messages reach the right contacts at the right time—without needing to send them manually.
          Does HelloSend support WhatsApp for Pipedrive?
            • Yes, HelloSend supports WhatsApp integration in Pipedrive. You can connect your personal WhatsApp account or WhatsApp Business App to HelloSend using a simple QR code—no separate business number or complex setup required. This allows you to send and receive WhatsApp messages directly from Pipedrive, enabling real-time, one-on-one conversations with your contacts through a unified communication interface.
            How do I create a WhatsApp campaign in HelloSend for Pipedrive?

            HelloSend's WhatsApp Campaign feature lets you send personalized, large-scale WhatsApp messages directly to your Pipedrive contacts. Whether you're running promotions, sending updates, or following up with leads, campaigns help you engage faster and more effectively.

            Why use WhatsApp Campaigns in HelloSend?
            • Personalized Messaging using CRM data like {FirstName}, {Phone}
            • CRM Segmentation to target filtered lists or specific deal stages
            • Time-Saving Templates with pre-approved WhatsApp messages
            • Automated Scheduling so messages go out at the perfect time
            More info →
            Can I use HelloSend to send messages to groups or specific segments?

            Yes, you can segment your contacts based on various criteria—such as deal stage, location, or custom fields—and send targeted SMS or WhatsApp messages to specific groups or individuals directly from Pipedrive.

            You can use Pipedrive’s built-in filters to create contact lists and then launch personalized messaging campaigns using HelloSend. This ensures your messages reach the right people at the right time, helping you boost engagement and improve response rates.

            Is it possible to automate follow-ups and reminders with HelloSend in Pipedrive?

            Yes, you can automate follow-ups and reminders in Pipedrive using HelloSend. By integrating HelloSend with Pipedrive workflows, you can trigger SMS or WhatsApp messages automatically based on events like deal stage changes or activity updates.

            How do I use templates or dynamic fields in messages?

            HelloSend allows you to use templated messages to streamline your communication. You can:

            • Personalize messages with dynamic fields like customer names, order details, or other CRM data.
            • Create and manage unlimited templates tailored for different communication needs such as follow-ups, reminders, or confirmations.
            • Save time and ensure consistency across your messages, while still keeping them personal.

            This helps your team respond faster and more effectively.

            3. Voice Call with HelloSend in Pipedrive
            How do I make a call from inside Pipedrive using HelloSend?
              • Yes, HelloSend seamlessly integrates Twilio calling into Pipedrive, allowing your team to make and receive calls directly from within the Pipedrive. Alongside SMS and WhatsApp messaging, HelloSend's calling feature helps you manage all communication in one place. You can automate call workflows, log call details to deals or contacts, and ensure a professional calling experience—fully synced with your Pipedrive records.
              Can I log calls and add notes after the call ends?

              Yes, HelloSend allows you to log calls and add notes after the call ends. Once a call is completed, you can record important details such as call outcomes, follow-up actions, or conversation highlights. These notes are saved within the associated Pipedrive record—such as a Person, Deal, or Lead—ensuring your team has a complete view of the interaction history.

                Is call recording available and where can I access recordings?

                Yes, call recording is available. You can access recordings in the HelloSend Call History page or directly within Pipedrive Activities. They are also linked to the associated Pipedrive record—such as a Person, Deal, or Lead.

                  How do I add users to a team for calling?

                  You can add users by going to the Team Settings page, selecting the desired team, and clicking "Assign Users". From there, you can choose which users to include in the team.

                  Alternatively, you can also add users directly from the Users page under Call Settings in HelloSend.

                    Is a Caller ID option available for outbound calls?

                    Yes, Caller ID configuration is supported. You can assign a specific Twilio number to each number, which will be shown as the Caller ID(eg: personal number) during outbound calls.

                    Caller ID can be managed from the Calls channel page in HelloSend. Only verified numbers are allowed, and region-specific regulations may apply.

                      4. HelloSend Tight Integration within Pipedrive
                      Where can I see message and call history in Pipedrive?

                      By default, all incoming and outgoing SMS, WhatsApp messages and Call are logged in the Notes section of the associated Person, Deal, or Lead in Pipedrive. However, if you're planning to use automations—especially for incoming messages—we recommend enabling the Activities logging method. This helps ensure accurate tracking, better automation support, and more efficient communication management.

                        Do HelloSend activities appear in the contact/deal timeline?

                        Yes, all HelloSend activities—including messages (SMS, WhatsApp) and call logs—are automatically recorded in the timeline of the associated contact, lead, or deal in Pipedrive.

                        • Messages are logged as Notes or Activities, based on your logging preference.
                        • Calls are logged as Call Activities, including duration, status, and any added notes.
                          Can I automate actions like sending messages when a deal moves stage?

                          Yes, HelloSend allows you to automate SMS or WhatsApp messages based on deal stage changes or other CRM triggers in Pipedrive.

                          By using webhooks and workflow automation, you can configure HelloSend to automatically send messages when a deal is moved to a specific stage—such as follow-ups, reminders, or status updates. This helps streamline your sales process and ensures timely communication without manual effort.

                            Is data synced in real time with Pipedrive?

                            Yes, HelloSend provides real-time two-way sync with Pipedrive. This integration ensures that message and call activity, as well as contact, lead, and deal updates, are automatically reflected in both systems—eliminating the need for manual entry and ensuring your CRM stays accurate and up-to-date .

                            This seamless sync empowers your team to collaborate efficiently, with every conversation and deal milestone reliably captured in Pipedrive.

                              5. Message Monitoring & Data Safety
                              How do I track the performance of my messages and campaigns?

                              HelloSend provides built-in analytics that lets you track message delivery, responses, and campaign performance. You can view these reports directly in Pipedrive.

                                How do email notifications work in HelloSend?

                                HelloSend automatically sends email notifications whenever a customer replies to a message. These replies can be configured to go directly to the lead owner's email address or any custom email address specified in the settings.

                                  Will my data be safe with HelloSend?

                                  Yes, HelloSend is designed with data security and privacy in mind. All your customer data, communication logs, and message content are securely stored and encrypted, ensuring protection at rest and in transit.

                                  HelloSend also follows industry best practices and complies with relevant privacy regulations, so your data remains safe and accessible only to authorized users within your HelloSend-connected Pipedrive account.

                                    6. Admin Level Settings for HelloSend
                                    How can I access the HelloSend dashboard or settings page in Pipedrive?

                                    To access the HelloSend dashboard or settings page within Pipedrive:

                                    • Open your Pipedrive account.
                                    • Click the HelloSend DM panel (usually available in the top navigation or side app panel).
                                    • In the HelloSend DM interface, click the ≡ menu icon (three horizontal lines) in the top-right corner.
                                    • From the dropdown, select Dashboard or Settings to navigate to the respective page.

                                    The dashboard gives you an overview of messages and interactions, while the settings page allows you to manage logging preferences, user access, number assignments, and notification settings.

                                    How can I assign users, phone numbers, and roles in HelloSend?

                                    You can manage users, phone numbers, and roles directly from the HelloSend admin settings in Pipedrive. Simply go to Settings → Users in the HelloSend panel and you'll be able to:

                                    • Invite users by email.
                                    • Assign roles—such as Admin, User, or custom roles—to control access and permissions.
                                    • Share phone numbers (e.g., Twilio, RingCentral, WhatsApp) with specific users or let them send from a shared number.
                                    • Assign dedicated numbers to individual users if needed.

                                    This setup ensures users have proper access while making it easy to manage communication channels and responsibilities across your team in Pipedrive.

                                    What access controls are available for messaging and calling in HelloSend?

                                    HelloSend provides Role-Based Access Control (RBAC) to manage user permissions for messaging and calling. Admins can:

                                    • Grant or restrict access to SMS, WhatsApp, and Call features.
                                    • Assign specific phone numbers (Twilio, RingCentral, WhatsApp) to users or teams.
                                    • Create custom roles with tailored permissions for viewing, sending messages, managing campaigns, or accessing analytics.
                                    • Limit visibility of conversations and logs based on user role or CRM record ownership.

                                    These access controls help ensure security, accountability, and organized team workflows inside platforms like Pipedrive

                                    How do I enable or disable specific features for my team in HelloSend?

                                    HelloSend allows administrators to control which features are available to team members through role-based settings in the Settings panel. Here’s how to manage it:

                                    • Access Settings → Users & Roles in the HelloSend interface within your Pipedrive.
                                    • Choose an existing role (e.g. Admin, User, or any custom role), or create a new one.
                                    • In the role settings, toggle feature access on or off for messaging channels (SMS, WhatsApp), voice calling, campaign creation, automation, inbox visibility, and analytics.
                                    • Save changes, and the new permissions will take effect immediately for all users assigned to that role.

                                    This lets you easily restrict or grant access—ensuring each team member has the right tools without unnecessary clutter.

                                    Can I view reports, logs, or campaign analytics in HelloSend?

                                    Yes, HelloSend offers a comprehensive set of tools to help you track and manage your communication performance effectively:

                                    • Reports: Access high-level summaries of your messaging activity, including total messages sent, delivered, failed, and engagement metrics across SMS, WhatsApp, and call channels.
                                    • Logs: View detailed message and call logs in one centralized location. This includes timestamps, delivery status, message content, recipient info, and call durations—perfect for audit trails and performance reviews.
                                    • Campaign Analytics: Monitor how your bulk campaigns are performing with insights like open rates, delivery success, link clicks, and response trends. These analytics help you evaluate the effectiveness of each campaign and refine future strategies.

                                    Each of these tools is available inside your HelloSend dashboard and synced with your CRM for easy reference and reporting.

                                    How do I add users in HelloSend for Pipedrive?

                                    In HelloSend, you can easily add users and manage their access when using the integration with Pipedrive. From the HelloSend dashboard, admins can invite team members, assign roles, and configure access to messaging (SMS, WhatsApp, Voice Call) and features. With role-based access control, each user can be given the right permissions to work within their responsibilities. This ensures secure, organized communication inside your Pipedrive CRM.

                                    How do I set up roles and permissions in HelloSend for Pipedrive?

                                    HelloSend supports Role-Based Permission Management, allowing administrators to control what users can access based on their roles. By default, HelloSend provides two roles: Admin and User. You can also create custom roles to match your team's structure and responsibilities.

                                    To configure roles, go to Settings > Users > Roles & Permission in HelloSend. From there, you can create or edit roles and assign permissions across SMS, WhatsApp, Voice Calls, and system settings. This ensures that each team member working in Pipedrive has the right level of access to HelloSend’s features.

                                    How can I use one number across multiple users in HelloSend for Pipedrive?

                                    With HelloSend, you don’t need to purchase separate phone numbers for each user. A single number—whether it’s from Twilio, RingCentral, or a WhatsApp Business API—can be shared across multiple users within your Pipedrive CRM. This shared setup helps teams manage customer conversations consistently and cost-effectively.

                                    Using the Share Number option in HelloSend’s settings, admins can assign one number to multiple users. Once shared, each user can send and receive SMS, WhatsApp messages, or calls through the same number—making it easy to centralize communication while maintaining individual accountability.

                                    For teams that prefer more personalized communication, HelloSend also supports assigning dedicated numbers to specific users. Whether shared or individual, HelloSend keeps your Pipedrive communication streamlined and scalable.

                                    What are blocked numbers in HelloSend for Pipedrive, and how do I manage them?

                                    In HelloSend, a blocked number is a contact or phone number that’s been restricted from sending messages or making calls to your account. This feature is especially useful for reducing spam or avoiding unwanted communication within your Pipedrive CRM.

                                    Once a number is blocked, any SMS, WhatsApp messages, or calls from that contact will be automatically filtered out—ensuring your team stays focused and interruptions are minimized. You can manage blocked numbers directly from the HelloSend settings panel, where admins can review, unblock, or add new numbers to the blocklist as needed.

                                    How can I choose how messages are logged in HelloSend for Pipedrive?

                                    HelloSend lets you choose how sent and received messages are logged in Pipedrive—either as Notes or Activities on the related Person, Deal, or Lead.

                                    By default, HelloSend logs messages as Notes, making it easy to view communication history directly within your CRM. However, if you plan to use automation features (e.g., triggering workflows based on incoming messages), we recommend switching to Activities for more precise tracking and integration with your Pipedrive workflows.

                                    To update your message logging method in HelloSend, click the ≡ menu icon (three horizontal lines) located in the top-right corner of the HelloSend panel. From there, go to Settings > Admin Settings > Logging Preference. This section allows you to choose whether messages are logged as Notes or Activities in Pipedrive, depending on your workflow needs.

                                    Where are received messages logged in Pipedrive using HelloSend?

                                    In HelloSend, you can choose how received messages are logged in your Pipedrive account—either to All matching records or only the Most recent record linked to the contact.

                                    By default, HelloSend logs messages to All matching records (e.g., multiple deals or leads associated with the contact). This ensures a complete view of conversations across your pipeline. However, if you prefer to keep communication tied to only the latest interaction, you can switch to Recent record logging.

                                    To update this preference, go to the HelloSend panel, click the ≡ menu icon, then navigate to Settings > Admin Settings > Logging Preference.

                                    How can I enable or disable email notifications for inbound messages in HelloSend for Pipedrive?

                                    By default, email notifications for inbound messages are enabled in HelloSend. This means that when a new message is received, alerts will be sent to the selected recipients (e.g., Record Owner, Account Owner, or additional email addresses).

                                    If you prefer not to receive these notifications, simply go to the HelloSend panel in Pipedrive, click the ≡ menu icon, and navigate to Settings > Admin Settings > Email Notification. From there, you can uncheck the “Enable email notifications” box or adjust recipient checkboxes to control who gets notified.

                                    This flexible setup ensures your team stays informed only when needed.

                                    How can I set a default country code in HelloSend for Pipedrive?

                                    HelloSend allows you to set a default country code to ensure consistent phone number formatting when a prospect’s number is missing a country code.

                                    You can select the default code from the Country Code dropdown in the settings. Once set, this country code will be automatically applied across all relevant fields in HelloSend—ensuring correct formatting for SMS, WhatsApp, and call functionalities within Pipedrive.

                                    To configure this, go to the ≡ menu icon in HelloSend, then navigate to Settings > Admin Settings > Country Code.

                                    📌 Note: The selected country code will appear as the default in all applicable locations.
                                    7. How to Get Support from HelloSend
                                    How do I contact HelloSend support?

                                    HelloSend provides customer support through email and live chat. You can contact support at assist@hellosend.com for assistance with any issues.

                                    Is there a help center or documentation available for HelloSend?

                                    HelloSend provides a comprehensive Help Center with detailed user guides, step-by-step tutorials, and best practices. Whether you're setting up, exploring features, or troubleshooting, you'll find clear instructions and support throughout.

                                    For any issues or queries, contact our support team at assist@hellosend.com