Troubleshooting Guide: Pipedrive Integration with JustCall

Issue 1: Call Recordings Not Logging for a Specific Agent

Problem: Call recordings for a particular agent are not syncing with Pipedrive through the JustCall integration, even after reconnecting the agent's integration.

Key Details:

• The issue appears isolated to this specific agent
• Pipedrive's team has confirmed their system is functioning correctly

Solution: Disable "Disable logging of Call Recording links in Call Details"

Root Cause: An interfering setting in the JustCall-Pipedrive integration prevents call recordings from appearing.

Critical Finding: Even when "Enable play Call Recordings & Voicemails in Pipedrive" is turned ON, recordings won't display if the following setting remains enabled:

"Disable logging of Call Recording links in Call Details"

This particular setting overrides the call recording playback feature in Pipedrive. Users must disable it to allow recordings to sync properly.