Developer Platform, APIs & Integrations

Hi,We are seeing an issue where RingCentral AI transcripts / call summaries are sometimes mapping call participants to the wrong contact.The issue appears inconsistent. In some calls, the participant/contact recognition seems correct, but in other calls the AI summary assigns the wrong person as the contact or labels the participants incorrectly.We already have an open support case for this issue: case #31452636. We have also recently been referenced a newer case number, #31847052, which appears to be with Tier 3 support, but we are waiting for confirmation on whether this replaced the previous case number.Could you please advise if this is a known issue with AI transcript participant recognition / contact mapping, and whether support logs should be downloaded from the RingCentral extension for each affected call?I can provide the exact call details directly through the support case rather than posting personal information here.Thanks,Lucas

RingCentral App Connect with Pipedrive as the CRM. Outbound CALLS log to the Pipedrive deal correctly with full detail. Outbound SMS never logs at all — no error message, the message just never appears as an activity on the Pipedrive Person or the Deal.What I've already verified:- "Log SMS conversations automatically" is ON- "Log phone calls automatically" is ON (and calls do log)- Multi-contact match behavior is set to "Prompt to select"- Contact phone numbers are normalized to E.164 (+1XXXXXXXXXX)- Re-authorized the Pipedrive connection- Texts are sent from within App Connect (not the standalone app)Since calls log fine, the connection, auth, and write path clearly work — only SMS fails to log. What would cause SMS specifically to silently not log when calls work?Also: what version of App Connect should I be on, and is there a known SMS-logging issue in recent versions?

First off, a sincere mea culpa from our team. It has been a minute since our last official community announcement—all the way back when we released v1.7.19 (Beta) & v1.6.25 (Stable). We have been heads-down building and fixing things behind the scenes, but we dropped the ball on keeping you in the loop. Going forward, we are committing to more consistent, transparent communication.Despite our radio silence, the team has been busy. Along with a backlog of fixes, we have two major new capabilities to share—one for our end-users and one specifically for our developer community.Spotlight: Appointment Management (Beta Only)Introduced in Beta v1.7.26, we have rolled out initial support for Appointment Management (currently available exclusively for Clio, Bullhorn, and NetSuite integrations).The Long-Term VisionOur goal for this feature is to seamlessly plug into RingCentral’s AIR (AI Receptionist) product. Once fully realized, AIR will act as an autonomous digital front desk, interacting

When our admins transfer a call, it does not trigger the call-pop. From digging through our logs, it appears that what is happening is that the transferred call comes in with the extension data, instead of the initial caller data. Is this an issue with my implementation, or a legitimate bug?

RingCentral App Connect is connected to GoHighLevel as Admin (Nick Love), but the panel shows "License: Invalid – Unauthorized use," so no calls or SMS are logging into GHL. I started the 21-day free trial, registered my GoHighLevel Location ID (zQh0YM3EIsWgcjMDTSSC) for activation, and have emailed Loyally (info@loyally.eu) multiple times. Still awaiting a response and license activation. Everything on my side is configured correctly — the only blocker is the license status on Loyally's end.

Solicito su apoyo para poder guardar llamadas nuevamente, este es la captura que logré tomar. 

Is there a way to get the RC Session ID as a url parameter for the call-pop? As far as I can see, the only parameters being fed are {hostname}, {contactID} and {contactType} when the call-pop is triggered. I need the session ID so that I can attach the call log data to the right call in my CRM. Each call becomes a service ticket, and I want to tie that service ticket to that phone call log data.  

Users have a 15 second call wrap up time. Users are all in a call pickup group. There isn’t a way i can see to set the wrap up time to zero. 

Hi, I tried dialing on our extension app but it wont let me . I keep having the same error even after uninstalling and installing the extension 

We have successfully ported our phone number and it is now our Company Main number and it is the number that shows up with we make outgoing calls, but we are not able to text from this number. The previous service we used still receives texts meant for the number we ported to RingCentral and there is no way that I can know to get this fixed from the admin portal.

When our organization sends SMS messages to contacts in Pipedrive using RingCentral AppConnect, it is not logging the SMS message in Pipedrive.

I am having an issue with keeping AppConnect and our CRM contact data in sync. When you edit a contact in your CRM — change a phone number, fix a misspelled name, create a new client record, the App Connect panel doesn't pick it up. Reps see stale data on the next inbound call. The only way to refresh is the manual "Refresh Contact" button. FWhat I’ve found in looking at the documentation is that the server-side cache is AccountDataModel, keyed by (rcAccountId, platformName, contact-<phoneNumber>).. Verified directly:No TTL. models/accountDataModel.js defines exactly four fields: rcAccountId, platformName, dataKey, data. No expiry, no ttl, no purge-on-updatedAt. Rows are immortal. No sweeper. lib/cacheCleanup.js is 13 lines and only destroys CacheModel rows where expiry <= now. No AccountDataModel reference. No setInterval/cron/node-schedule anywhere in packages/core either. createContact doesn't invalidate. handlers/contact.js#L149-L201 has zero references to AccountDataModel

Was there an update to the App Connect 2.0 Beta?  We are using Netsuite and are unable to log in to the AppConnect while using Netsuite now.  Was working fine last week but we can’t login now.  I tried uninstalling the app and re-installing and still no luck.

Hello, calls aren't coming through to my account. Could you please let me know how to fix this as soon as possible?

Hello, calls aren't coming through to my account. Could you please let me know how to fix this as soon as possible?

Qué tal,  Solicito soporte ya que la extensión de ring central para pipedrive no está registrando las llamadas generadas o recibidas en pipedrive.  Ya se reinstaló la extensión para crhome varias veces con login y no hay cambios.  saludos

 We’ve got some exciting updates rolling out! Whether you're testing the latest frontier in our Beta track or keeping things smooth on the Stable version, here’s what’s landing in your workspace.Beta Version 1.7.19The future is modular. Plugin System Infrastructure: We’ve laid the groundwork for a brand-new plugin system. While there aren't any active plugins just yet, the engine is officially under the hood. Get a Head Start: Take a look at the Plugin Overview to see what’s coming. Enhanced Click-to-Dial: We’ve broadened our number-matching logic, making it easier to initiate calls directly from your browser with fewer missed connections. Clio Integration Fix: Resolved an issue where Clio users were unable to view closed associated matters. Everything should now be visible and accessible. Stable Version 1.6.25Reliability, refined. Better Click-to-Dial: Enjoy the same improved number-matching accuracy found in our Beta, now ready for prime time. Clio Integration Fix: The fix

Hello, I’ve successfully connected RincgCentral App Connect for RingEX to my Netsuite SB4 environment, and testing went well.  Product looks good, features are nice, etc.  I’m ready to go into PROD.  Configured same way, testing with a custom role that has same permissions that worked in SB4, but I keep getting error ‘Could not load user information’.  I also get this error if I test with ADMIN, so I think it is not a Netsuite role permissions error.  Has anyone struggled with this before, and how did you resolve?

All of a sudden my RingCentral web extension stopped logging my calls and text messages into my CRM, which is Pipedrive. I keep getting a notification in the RingCentral extension pop-up that says to check the settings for RingCentral authorization in the CRM or CRM authorization and everything seems fine. What are my next steps to get RingCentral to log all of my call and text activities? 

Hello Team,We have an in-house developer team and are wondering if we can handle the integration of the HighLevel platform ourselves. Would we need any special support or guidance from your side? Alternatively, it would be great if you could share any documentation related to the integration process.Looking forward to your response.

Whenever I have my reps download the extension, and they went to add the sms & call settings it says “Only subaccount admins can add apps” and it wont let them add it. So how can I allow them to do this so everything integrates appropriately? I do not see any extension settings for my team.   

Building an App Connect connector for a CRM that isn’t officially supported yet. Everything runs end-to-end locally, but I’m stuck on auth. The API requires an AppKey that’s only been issued to RingCentral, and I’ve been told to go through them to get access. Has anyone dealt with this kind of setup before?Is the right move going through their partner program, or is there a lighter path for connector development? Any insights appreciated.

In the middle of calling customers, I got a user not found error message.  I tried clearing removing the ring central app connect, clearing cache, turning off computer, downloading the ring central app connect extension.  Now I get a failed to register api key when I try to connect ring central to insightly.

Is there a native app to integrate with JobDiva?