20 FAQs

  • How do I set up email templates?

    If you have email integration switched on, you can create and use email templates to save you time.

    Start by creating a new email from within Pipedrive - either on the Mail tab or within a Deal.

    Then select the "Templates" menu

    Choose "Manage Templates" and then "Add new template"

    Give the template a name - and set its visibility to "Shared" if you want to make it available to others in your team.  Then enter the subject line and contents of the email.


    If you have an email signature defined in Pipedrive, this will be added to the bottom of the template when you use it, so no need to add it in here.

    You can use the "Attach" button to include attachments that will be sent every time you use this template.  And you can use the "Fields" menu to add in placeholders that will be automatically filled in when you use the template - for example you could use the First Name field to add a greeting to the beginning of the template as "Hello [FIRST NAME]".



    In order to use the template, create a new email in Pipedrive (either on the Mail tab or from within a Deal), and then select it from the Templates menu at the bottom.  You can then override anything within the template that needs changing, add extra attachments and so on.  And when you hit "Send", Pipedrive will then substitute in any fields that you have configured.

  • How do I set up my email signature?

    If you have email integration switched on in Pipedrive, you can get Pipedrive to automatically add in your email signature, for any emails you send through the CRM.

    Go to the Mail tab and create a new blank email.  Press the "Signature" button at the bottom.



    Then enter your email signature in to the box, including any formatting and images that you would like to include.

    Your signature will automatically be added to any emails that you send through Pipedrive.

  • How do I add someone to the Mailing List?

    If you have Mailchimp or Drip integration, we will have a setting against people called "Add to Mailing List".  If you set this to "Y" or "Yes" and the person has an email address defined, then they will be added to the default list on Mailchimp or Drip, which in turn will trigger any welcome sequences that you have defined.

  • How do I send a contract?

    Find the deal in question and add a new note, starting it with the phrase "SEND CONTRACT".  If you have multiple different types of contract defined, the phrase will vary according to the type of contract.

    It can take up to 15 minutes for the system to send the contract through to the client, but it will add a note to the deal, stating that the contract was sent automatically.

  • Where do I find the signed contract?

    When a contract has been signed, if you return to the deal in question, you should see the PDF of the signed contract attached to the deal.

    If your system is configured to automatically mark the deal as "won" when the contract is signed, you might not be able to see the deal on your main board - in which case, search for it using the search bar at the top.

  • How do I know what to do to progress each sales opportunity?

    The sales pipelines are designed to reflect your sales process.  Each stage in the pipeline will have a heading that should tell you what you need to do next.  The idea is that you are gradually moving the deal from left to right across the board, following each stage in turn (of course, bypassing stages if they become irrelevant and moving backwards if the client needs more time).

  • Why are some deals appearing in red?

    As part of our Design Session, we will have discussed the various stages in your sales process.  Some of those stages will be dependent on the client, so somewhat out of your control.  But other stages will be waiting for you or your team to take action - so we will have added time limits to those stages to ensure that the deal isn't left to rot.

    When a deal appears in red it means that there has been no activity on it for a time period and it probably needs your attention in order to progress it and chase it up.

  • What are the little coloured indicators against deals?

    You might notice that each deal on your sales board has a small coloured indicator against it.  These are the "activity status" and denote whether you have future actions planned or not.

    • Grey - an activity is planned for this deal at some point in the future - nothing to worry about, everything is in hand
    • Green - an activity is planned for this deal today - someone in your organisation should be dealing with it
    • Red - an activity was planned for this deal earlier on - someone in your organisation should have dealt with it and marked it as complete
    • Yellow - no activities are scheduled against this deal - take a look and decide what needs to happen next to progress the opportunity
  • How does the system track payments?

    If you use a compatible accounts package, we will have configured a trigger that records each sales invoice and payment from accounts and records it as a note against the organisation in question.  That way, when you look at the organisation you can see their payment record.

    If you use GoCardless for direct debits, we will have configured fields against the organisation to store the monthly payment amount, the next payment date and the outstanding balance.  Each month, the outstanding balance is increased by the payment amount.  And when GoCardless notifies us that a payment has been received, the outstanding balance is reduced by that value.  So the outstanding balance should represent the payment status of that particular organisation.

  • How can I see which Mailchimp emails have been sent to someone?

    With the Mailchimp/Pipedrive integration, unfortunately, Mailchimp does not send a message to Pipedrive when an email is sent to someone.  So you cannot see the full email history in Pipedrive.

    Instead, within Mailchimp, if you go to your Lists, then find the person in question and click on them, you will then see their activity history within Mailchimp - including the newsletters that have been sent to them and if they clicked any links within those emails.

  • How are emails assigned to deals?

    When you add a deal into Pipedrive, you specify which person and organisation it is regarding.  Subsequently, when you send an email to that person, or you receive one from them, Pipedrive picks it up, notices that they are associated with a deal and automatically attaches the email to that deal - so everything is in one place.

    However, if you have multiple people involved with the deal, Pipedrive doesn't know to do this.  Instead, you can attach multiple participants to the deal - in the panel on the left hand side, look for participants, then add in anyone else who is involved with the deal.  Then any emails to and from those participants will also be attached to the deal.

    Finally, if you want to attach any existing emails to the deal (maybe you forgot to add the participants in), go to the email tab, click on the email in question and there will be an option on the right hand side - Pipedrive may have guessed which deal it is related to, in which case, just click.  Or it will offer you a search box, where you can find the relevant deal.

  • How do I link texts and WhatsApp messages?

    Unfortunately, at the moment this isn't possible.  WhatsApp are opening up their system to 3rd party integrations, so we may be able to add that in in future, but at this moment, your best bet is to copy and paste the item from your phone into a note in the Pipedrive app.

  • Why are Sales and Operations tracked in two separate systems?

    The philosophical answer is that they are two different types of task, with different requirements.  In particular, Pipedrive is optimised for sales, with revenue reporting, diary management and sales pipelines, whereas Trello is optimised for task management, with checklists and flexible configurations.

    The practical answer is that Pipedrive requires a per-user licence fee whereas Trello does not.  So you keep your sales and management team on Pipedrive and your entire organisation on Trello, and ClientRobot keeps the two in sync.

  • Can I use this system on my phone?

    Pipedrive has an app, available on the App Store, which allows you to access the major functions, check your activity lists and view your progress on your phone or tablet.

  • Can I use this system on my phone?

    Trello has an amazing app, available on the relevant App Store, that allows you to manage and update cards and checklists wherever you are.

  • How do I add notes about Work In Progress?

    Go to the card representing the project in question, then add a comment at the bottom.  It will be added to the stream of information about that project - and the information you enter will also be recorded in Pipedrive for future reference.

  • How do I know what needs to be done?

    As part of the Design Session for the operations system, we will have chosen a series of stages for each project to go through.  These will be represented as columns on your jobs board and will have a title telling you what to do next.  You can then drag and drop the card representing the project from one column to another as it progresses.

    In addition, as cards are moved to different columns, a checklist will be added to the card.  This will have a number of items against it - each intended to be ticked off before the card is moved on to the next stage.

    Finally, your jobs board will have a column called "Closed" or "Completed".  This represents when the project is completed - drag the card to here, then open the card up and archive it to clear it from your board.

  • How is repeat business handled?

    As part of the Design Session for your operations system, we will have decided on the trigger for repeat business.  Usually this will happen when a project is completed and archived on your jobs board.  This will then add a new deal back into Pipedrive for your sales team to pursue - however the exact mechanics depend on your business and our discussion during the Design Session.

  • What is Activity Based Selling?

    Activity Based Selling is a mechanism for ensuring that you stay in control of the future of your business.

    The trouble with targets such as "£5000 of new business by the end of the month" is that it doesn't tell you what you need to do.  Where is that £5000 going to come from?  What if the end of the month is three days away and you're still short - what do you need to do?

    Activity Based Selling switches your targets in to ones that are under your control - and then we use the statistics of your performance to figure out what next months' targets should be.  So your target might be "4 sales calls per day".  This is because, after looking at the statistics, we know that one in four calls becomes a meeting, one in two meetings becomes a sale and the average sales value is £500.  Which means that if you do 4 sales calls per day, in a 20 day month you'll get 20 meetings, which will result in 10 sales which will bring in your £5000.

    But, now you know what you need to do - pick up the phone and get calling - and you'll hit your target.

  • I marked a deal as "Won" and now I can't find it any more

    By default, Pipedrive is set up to only show you deals that are "Open", not "Won".  The idea being that you want to concentrate on your prospects and your team can concentrate on your clients.

    But if you need to return to an existing deal, you've got a couple of options.

    Simplest is to search for it - if you know who it's for, you can type in their name or company name in the search box (either in the top left on a computer or on the Focus page on your phone or tablet) and the deal will appear - in green to show that it has been won.

    Alternatively, on the Deals board, you can change the filter to show "All Won Deals"; this swaps the standard view and only shows completed deals, not those in progress.  To switch back, change the filter to "All Open Deals".