Hi everyone,
I’m experiencing a couple of issues with the RingCentral Web Connect extension and was hoping someone from the engineering team could help investigate.
Issue 1: Web Connect no longer logs activity to Pipedrive
The RingCentral Web Connect browser extension has stopped logging phone calls and text messages to our Pipedrive CRM.
Current behavior:
- Calls are not logged in Pipedrive.
- SMS conversations are not logged in Pipedrive.
- I’ve attached screenshots showing the issue.
Background:
- This integration used to work correctly.
- It suddenly stopped working without any intentional changes on our end.
- Even before it completely stopped working, the extension was very unreliable. It would frequently disconnect from Pipedrive, and the only way to get it working again was to uninstall and reinstall the Web Connect extension. Unfortunately, this became a recurring issue.
Issue 2: SMS history does not sync across RingCentral apps
When I send text messages using the RingCentral Web Connect extension, those messages do not appear in:
- The RingCentral desktop application
- The RingCentral mobile app
As a result, SMS conversations are fragmented depending on which application was used, making it difficult for our team to track customer communication.
Questions
- Is this a known issue with the Web Connect extension?
- Is there a permanent fix for the Pipedrive disconnection problem?
- Should SMS conversations created through Web Connect automatically sync with the main RingCentral desktop and mobile apps?
- Are there any logs or diagnostic information I can provide to help engineering investigate?
This integration is an important part of our workflow, so any guidance or updates would be greatly appreciated.
Thank you!
