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# How do I configure and understand the call-logging logic for the MyOperator ↔ Pipedrive integration?

# ⚡ Quick answer

* Configuration – Email MyOperator Support your Pipedrive API token, MyOperator service number, and a CSV of user e-mails. Support flips a backend switch (under 1 business day) that starts logging every call as a Deal update or Call Activity. Validate with one inbound and one outbound test call.

* Logging logic – For every call, MyOperator checks:
  1. Call direction
  2. Whether the contact already has an open deal in Pipedrive

| Scenario | Result |
| --- | --- |
| Incoming + open deal | Activity logged on that deal |
| Incoming + no open deal | New deal created → Activity logged |
| Outgoing + open deal | Activity logged on that deal |
| Outgoing + no open deal | Default = Activity only; Optional “Auto-create on outbound” = New deal + Activity |

## When should I use this guide?

Use it if you:

* Manage MyOperator on the Pro / Professional plan (or higher), and

* Want every inbound and outbound call to appear inside Pipedrive—while also knowing exactly where and how each call is logged for reports, automations, or coaching.

---

## 1. What the integration does

| Action | Result in Pipedrive | Object affected |
| --- | --- | --- |
| Inbound call | New Deal or Activity (per config) | Deal / Activity |
| Outbound call | Activity on existing Deal/Person | Activity |
| Email match | Correct owner attribution | User |

![](https://content.api.getguru.com/files/view/91baa519-ea2a-4426-9572-023ee9f62f37)

Alt-text: Sequence diagram showing MyOperator sending call data to Pipedrive via backend.

---

## 2. Requirements checklist

| Item | Where to find it | Why it matters |
| --- | --- | --- |
| Pipedrive API token | Pipedrive → Personal Preferences → API | Authenticates calls |
| MyOperator service number | Dashboard → Numbers | Identifies the call source |
| Matching user e-mails | Admins verify both systems | Ensures the activities log is assigned to the right owner |
| MyOperator plan | SUV and Above (New Plans); Growth and Scale (Old Plans) | API endpoints enabled |

---

## Watch the video walkthrough

Alt text: video demo

---

## 3. Gather & send your details

1. Copy your API token from Pipedrive.

![](https://content.api.getguru.com/files/view/59f0ed78-14dd-4ac7-8b8e-5a33edfce19b)

Alt text: Collect your Pipedrive API token

2. Record the service number
  1. MyOperator Dashboard → Numbers → choose the number you answer inbound business calls on.

3. Export user list
  1. Pipedrive → Settings → Manage Users → Export as CSV.
  2. MyOperator → Settings → Users → Export.
  3. Confirm the email column matches 1-for-1.

4. Confirm plan eligibility
  1. Pipedrive → Billing → make sure “Professional” (or higher) is shown.

5. Request enablement

Email [support@myoperator.com](mailto:support@myoperator.com).

* You will receive a confirmation once the backend toggle and user mapping are complete.

---

## 4. Support-side setup

MyOperator will:

* Store your API token securely.
* Enable webhook delivery.
* Map users by email.
* Toggle “Deal create” logic per your JSON.

---

## 5. Call-logging logic & decision matrix

### How the integration works

The backend listens to every call event emitted by MyOperator and then:

1. Matches the calling/called number to a Pipedrive Person.
2. Finds the most recent open deal for that Person.
3. Applies the decision matrix below to log either an Activity or a new Deal + Activity.
4. Assigns the Activity owner based on the e-mail match between the MyOperator agent and the Pipedrive user.

| Call direction | Open deal exists? | Resulting action |
| --- | --- | --- |
| Incoming | Yes | Activity logged on that deal |
| Incoming | No | New deal created → Activity logged |
| Outgoing | Yes | Activity logged on that deal |
| Outgoing | No | Configurable: Off (default) → Activity only; On → New deal created |

### Decision flow:

![](https://content.api.getguru.com/files/view/98d9e596-6ce6-4234-8c73-cae37c4fa538)

Alt-text: Flowchart showing branch decisions for incoming vs outgoing calls and open-deal checks.

---

## 6. Verification checklists

### 6.1 Post-setup validation

| Step | Expected result |
| --- | --- |
| Inbound test call | Deal/Activity appears with the correct owner, duration, and direction |
| Outbound test call | Activity logged under the same Deal/Person |
| Repeat with a second agent | Ownership matches the second user |

### 6.2 Logic verification

1. Place an incoming call from a number with an open deal → _Activity appears on that deal._
2. Place an incoming call from a new number → _New deal + Activity._
3. Make an outgoing call to a contact with an open deal → _Activity on that deal._
4. Make an outgoing call to a contact with no open deal → _Default_ = Activity only • _If flag enabled_ = New deal + Activity.
5. Confirm the Activity owner matches the agent who handled the call.

---

## 7. Ongoing maintenance

* User changes → Email Support with a new list for a “user sync”.
* Token rotation → Send new token; Support updates backend.
* Plan downgrade → Integration pauses until the Pro plan is restored.

---

## 8. When does this NOT work?

* Plan downgraded below Professional – API scopes are revoked.
* E-mails don’t match → Activities log to “Unknown Owner”.
* Token revoked/expired → No calls appear until a new token is supplied.
* Calls bypass MyOperator (e.g., direct mobile call) → Nothing to log.
* Users added later – new hires won’t see activities until you request a user sync.
* Multiple open deals – The most recently updated open deal is chosen; close extras to avoid confusion.
* Unmatched phone numbers – Activity logged only under the Organisation; no deal is touched.
* API rate limits (429) – Events retry for up to 5 min; if all retries fail, they queue for the nightly re-sync.

---

## 9. Troubleshooting guide

| Symptom | Likely cause | Fix |
| --- | --- | --- |
| No activities at all | Token expired | Generate new token; email Support |
| Wrong owner | E-mail mismatch | Align e-mails; request user sync |
| Only inbound logged | Outbound not routed via MyOperator | Route all dials through MyOperator |
| API limit error | High volume | Ask Support to enable the rate-limit queue |

Still stuck? Email [support@myoperator.com](mailto:support@myoperator.com) with timestamps & screenshots.

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Keywords: Pipedrive–MyOperator logic, auto-deal creation, inbound call activity, outbound call new deal, email mapping, activity owner, sales call automation