Make and take Amazon Connect calls inside Pipedrive. Inbound calls pop the matching person, and every call is logged as an activity automatically.

LiveUCX puts your Amazon Connect softphone inside Pipedrive, so reps take and make calls without leaving the person or deal they are working on. It uses the Amazon Connect instance you already have: no new numbers, no extra dialer, no AWS keys to hand over.

How it works with Pipedrive

• Screen-pop: an inbound call or chat is matched by phone number or email address, and the Pipedrive person opens automatically.
• Click-to-dial: click any phone number in Pipedrive, or search a person by name, and call out through Amazon Connect.
• Automatic logging: when the call ends, it is saved as a Pipedrive activity with direction, duration, outcome and notes, linked to the person.
• Stays connected: the floating softphone keeps the call live as you move between records. Hold, mute and transfer from the panel.
• Create on no match: an unknown caller can be added as a new Pipedrive person in one click.

Premium

• Call recording link, Contact Lens transcript and AI summary on the activity
• Live queue stats and Amazon Q answers beside the call

Setup

Install, approve four permissions, create your ProUCX account and connect your Amazon Connect instance. Agents sign in with Amazon Connect or your existing SSO.

14-day free trial, then USD 9 (Standard) or USD 15 (Premium) per active agent per month.

Before you start: you need a Pipedrive account that can install apps, and an Amazon Connect instance with admin access to its settings. Setup takes about 10 minutes.

1. Click Install and approve the four permissions (basic info, activities, contacts, search).
2. You land on the ProUCX portal. Your company details are pre-filled from Pipedrive: set a password, then enter the verification code we email you. Your 14-day free trial starts now.
3. Enter your Amazon Connect instance name and region.
4. In the Amazon Connect console, open your instance, go to Approved origins and add the two addresses the portal shows you. This lets the softphone open inside Pipedrive.
5. Choose how agents sign in: their Amazon Connect username and password, or your existing SSO (SAML or Azure AD). Save.
6. In Pipedrive, click the LiveUCX icon in the top bar to open the softphone, sign in to Amazon Connect and set yourself to Available.
7. Make a test call: click any phone number in Pipedrive to dial, or call your Amazon Connect number to see the caller's record pop and the call logged as an activity.

Optional Premium features (recording, transcript, AI summary, queue stats, Amazon Q) can be switched on later from the portal.

Video guide: https://www.youtube.com/watch?v=3wFeMCQXX20 Help: [email protected]