Articles on: Pipedrive CRM Integration

Pipedrive: Pinned Deals

“Pinned Deals” lets you pick one deal in Pipedrive and tell TimelinesAI, “Always sync WhatsApp messages from this chat here.”

Once you pin the deal, every new message from that chat goes straight into that deal for as long as the deal still exists at Pipedrive.


A WhatsApp chat must first be associated to a Pipedrive contact—TimelinesAI does this automatically by matching the chat’s phone number with the phone number stored on a Person record in Pipedrive on new sent/received WhatsApp messages. Only after this contact link exists can you pin a deal. In other words, you can’t pin just any deal; the deal has to belong to the same Pipedrive Person who matches the WhatsApp chat by phone number.

Why it matters


When a WhatsApp message comes in, TimelinesAI first checks Pipedrive to find the right deal for it. It looks at where earlier messages from this chat were stored or searches for a Pipedrive person that matches the WhatsApp contact's phone number and finds the most recently updated deal.


If you’ve pinned a deal, TimelinesAI skips that search and saves every new message to the pinned deal instead.


  • Pinning is deal-specific: one chat → one chosen deal.
  • It stays active until you unpin the deal or the deal no longer exists in Pipedrive.
  • Guaranteed placement: every WhatsApp message lands where you expect. Even if the person’s phone number at Pipedrive changes later, messages still flow to the pinned deal
  • General configurations ( from https://app.timelines.ai/integrations/pipedrive/) are skipped


How it works


  1. Open desired TimelinesAI Chat and open the Pipedrive from chat's sidebar. In this are you can see current message sync state:
  • currently associated Pipedrive Person if any. Keep in mind that the deal can be pinned only when chat is linked to a Pipedrive Person.
  • currently associated deal if any.

  1. Click Pin a deal. A window appears with every deal tied to the linked contact—won, lost, and open. If new deals are created in Pipedrive often, click Refresh list to load the latest deals. Choose the deal you want. Click Save.

  1. The chat is now pinned to that deal until you unpin it or the deal is removed from Pipedrive.

  1. Once a deal is pinned, new WhatsApp messages will be synced as activities to that deal.
  • messages synced as activities to previous deal (prior to pin) will remain untouched
  • only new messages going forward will sync as activities to the newly pinned deal.


When a new activity is created for a pinned deal, message sync log will contain:


When TimelinesAI appends a new WhatsApp message to an existing same-day activity on a pinned deal, the sync log will contain following lines:



How Unpin works?


When you remove the pin, TimelinesAI switches back to its usual sync rules. For every new WhatsApp message, the system:


  1. Finds the Pipedrive person whose phone number matches the chat.
  2. Saves the message to that person’s most recently updated deal (if at least one deal exists).

Your choices in Integrations → Pipedrive (https://app.timelines.ai/integrations/pipedrive/) now take effect again. Depending on those settings, TimelinesAI may automatically create a new deal or reopen a closed one to hold the messages.


If the deal has been deleted in Pipedrive, TimelinesAI removes the pin the instant it tries to sync the next message to that deal.


FAQs


I don't see "Pipedrive" menu in chat details sidebar. Why?


The Pipedrive menu is visible only when all of the following conditions match. Please re-check your configurations:

  • TimelinesAI subscription includes Pipedrive integration feature
  • Pipedrive organization is currently connected to TimelinesAI
  • Message sync is ON for a chat.


I don't an option to pin a deal within Pipedrive menu in chat details sidebar. Why?


A WhatsApp chat must first be automatically associated to a Pipedrive contact—TimelinesAI does this by matching the chat’s phone number with the phone number stored on a Person record in Pipedrive on new received or sent WhatsApp message. Only after this contact is associated with a chat, the option to pin a deal appears. And deal selection will include only deals of associated person.


Make sure you have a person at Pipedrive with the phone number matching WhatsApp contact's number OR turn Auto-Add Chat as New Person ON within integration settings ( https://app.timelines.ai/integrations/pipedrive/). Then send a message in that chat or wait for new message from a contact. On new message sent/received auto-associated will be done and option to Pin a deal will be unlocked.



What happens when with pinned deals when Pipedrive organization is disconnected from TimelinesAI?


We preserver chat's pinned deal state on organization disconnection. When organization is re-connected, chats that had pinned deals will still have them pinned.


Updated on: 04/07/2025

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