VoiceRules provides you with the ability to group your SMS conversation with a customer under one single activity of a Pipedrive Contact. This allows agents and supervisors to have enhanced visibility of all customer conversations in one place. By combining the outgoing and incoming messages in real time, the integration is able to optimize readability and performance in Pipedrive.

On enabling the recipe, the new SMS conversations, both incoming and outgoing, start getting grouped under one single activity.

Default Behavior: The conversations that happen in a single day get grouped under one activity. If a text message is sent or received the next day, it starts getting grouped into a new activity.

​Configurations Available:
1. By default, all the messages get marked as “Done” activity. Kindly mention in your request if you wish to get the messages marked as “Undone”.

2. You can get the time duration for grouping configured based on your use case.

Before: In the current scenario, the SMS is logged as separate activities in Pipedrive

After: Once the recipe is enabled, the entire conversation is grouped under one single activity. In the case of long conversations, this recipe helps agents and supervisors to go through the messages and get the context in a quick time.

Note: The latest message is shown at the top. The incoming messages are from the customer, and the outgoing messages are from the agent.

In case you have any questions, please use the chat option to connect with our Support team.