FAQs – Using HelloSend with Pipedrive CRM

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.