Developer Platform, APIs & Integrations

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 PipedriveThe 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 appsWhen I send text messages using the RingCentral Web Connect extension

Automatic call logging appears to have stopped within the last week or so.  Went to check the settings and Log phone calls automatically is locked because Server Side Logging is enabled but I can’t remember if the switch is supposed to be off or on.I wanted to disable Server Side Logging but the Admin setting does not load the full menu as per these instructions: Logging RingCX calls via App Connect - App Connect for RingEXClicking Server Side Logging appears to start loading but then just sits on this screen.I have tried both the stable and beta releases and the same thing happens with both and I have uninstalled and reinstalled both versions and tested them separately. Anyone else having issues with Call Logging?

We've rolled out a few updates and quick fixes to improve consistency, flexibility, and reliability. Here is what’s new and improved:Hotfix (v1.6.35) Fix: Resolved an inconsistency issue with server-side logging call log IDs to ensure more accurate data tracking. Feature Update (v1.7.36) New - Custom Fields for Call Pop: You can now configure custom fields for call pop parameters, allowing for more tailored and relevant information during live calls. New - Auto Log Multi-Match Resolver: Added a new option ("Earliest created") to help automatically resolve and log matches when multiple records are found. Fix: Carried over the server-side logging call log ID inconsistency fix to keep everything uniform. Quick Patch (v1.7.37) Fix: Resolved an issue with shared SMS, ensuring reliable message delivery when sending from the main company number.

As of this morning, server side logging through App Connect is no longer working. I am also not able to open the Server Side Logging setting in the admin section. 

Hello,Noticed that calls have stopped syncing in bullhorn and when clicking “serside logging” to logout and in it wont allow. Fails silently. Please assist 

We are excited to share a fresh batch of updates for App Connect. Whether you are running our stable builds or helping us test the future on the App Connect 2.0 Beta, we’ve got new features and key fixes heading your way.Here is everything you need to know about what's new and improved in these latest releases:App Connect 2.0 Beta (v1.7.35)For our users on the cutting edge, this beta update brings enhanced support tools, developer features, and smart handling for minimized states. RingCentral Account ID on Support Page: To make support interactions smoother, you can now view your RingCentral Account ID directly on the support page. No more digging around when a support representative needs to verify your account details. Pseudo-Anonymous Plugin Tracking: We have introduced hashedExtensionId in plugin calls. This provides a safe, secure, and pseudo-anonymous mechanism for plugins to uniquely identify users without compromising privacy. Minimized Incoming Call Notifications: Never mi

I have Redtail integration set up on my desktop and it is working, but calls made and recieved in the mobile app are not transferring notes to redtail. Also, I have SMS logging enables but sms messages are not transferring to Redtail either. 

The RingCentral desktop app has a setting to disable incoming call pop-up. Is there a similar setting for the Chrome Extension?

Hi,We are seeing an issue with the RingCentral / Bullhorn integration for an inbound call received through a Call Group.One of our users received a call through our Marketing Executive Search Call Group. The user advised that the call lasted approximately 12 minutes, but Bullhorn logged the activity as only 5 seconds.Call details:Date: 24/06/2026Approximate call time: 10:55am / 10:55:39amCall Group: Marketing Executive Search Call GroupContact/caller: Arun RoweCaller phone number shown in Bullhorn: +44 7506 212460Actual call duration reported by the user: approximately 12 minutesDuration logged in Bullhorn: 5 secondsBullhorn result: AcceptedThe Bullhorn activity shows:Summary: Inbound Call from Arun RoweCaller phone number: +447506212460Date/time: 2026-06-24 10:55:39 AMDuration: 5 secondsResult: AcceptedReference: Arun RoweThe user also turned on NoteTaker during the call. The notes were amended and saved, but the NoteTaker notes did not transfer correctly to Bullhorn.Has anyone seen t

When using App Connect plugin in Chrome, syncing with Clio, if there is no contact match the app drops the Caller ID info in the history.  Instead, if no contact match, it should fall-back on the caller name in the inbound call event.  On the same account and for the same calls, the caller name is preserved in both the Teams integration and the stand-alone app.  It’s only in App Connect that names are blanked

I am trying to integrate RingCentral with GoHighLevel, but it is not working properly. I have been trying to solve this issue for several days without success.I would really appreciate your assistance in troubleshooting the integration. Please let me know if there are any additional steps, requirements, or settings that I need to configure.Thank you for your help. I look forward to your response.

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

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.

I need help with integrating the automator tool. I set up the flow and tested it but it doesnt work. 

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

At first RC would not recognize us as anything other than 24/7 despite me changing business hours, then each persons hours.  In automations it would have text stating i was on a 24/7 schedule. So i ran the workflow with custom schedule.  Eventually RC recognized my work schedule, so i updated workflow again.  But the lack of seeing our actual work schedule correctly or not doesnt matter, either way workflow is not working as inteded. So i create a SMS workflow to trigger from 5:04PM to 11:59PM.Since i need to auto respond at night also i create another workflow for 12AM to 7:59AM.I get a message over how i want it to interact since the workflows overlap, though they dont?  I answer that and all is good….BUT the auto responder is sending from 8am to 5:04 during business hours also?RC sujpport over 1.5 hours, still doesnt work. Best i can tell system not working as intended and need help to actually setup a workflow that will auto reply SMS during hours i define for certain lines.