Automating Call Transcription from RingCentral into Salesforce (Beyond Standard Auto-Summary)

Hi everyone,

I’m looking for some guidance on whether there’s a way to better automate call transcription from RingCentral into Salesforce.

We’re currently using the RingCentral Salesforce connector, and calls are logging into Salesforce successfully. However, we’re running into a limitation with the built-in AI auto summary, as it doesn’t consistently capture enough detail for our use case.

Current challenge:

• Calls are being logged in Salesforce (Tasks)
• Basic summaries are generated by RingCentral
• However, agents still need to manually:
  • Enter a Case number in the “Related To” field
  • Ensure the call log is properly tied to the correct Salesforce Case
• This manual step is causing inconsistency and extra admin work

What we’re trying to achieve:

Ideally, we want to:

• Automatically attach full call transcription (not just summary) into Salesforce
• Have transcripts stored directly on the related Case record
• Reduce or eliminate the need for agents to manually link the call to the Case
• Improve accuracy and completeness of conversation history in Salesforce

Questions:

1. Is there a native way in RingCentral (or Salesforce integration settings) to automatically push full call transcripts into Salesforce, not just summaries?
2. Has anyone successfully integrated RingCentral AI / RingSense transcripts directly into Salesforce Case records?
3. Are there recommended tools (middleware like MuleSoft, Zapier, Tray.io, etc.) that can:
   • Capture RingCentral call transcripts
   • Automatically match/link them to Salesforce Cases (based on phone number, contact, or case logic)
4. Any best practices to avoid manual “Related To” updates by agents?

Would appreciate any real-world setups or advice from anyone who’s solved this.

Thanks in advance!