Salesforce

We rely heavily on the Open CTI functionality in Salesforce, linking to our RingCentral service.  However, Salesforce is retiring Open CTI in February 2028 (see link below), in order to push their Salesforce Voice service.   While there is a bring-your-own-telco option to connect to Salesforce Voice, the service is still fairly expensive.  Is there an alternative solution that RingCentral has (or is planning to have) for those customers that are dependent on Open CTI, but are looking to avoid the additional costs for Salesforce Voice?   https://help.salesforce.com/s/articleView?id=005306437&language=en_US&type=1

the ringcentral and salesforce app integration made an update recently to add a Send SMS action to salesforce Flows. I was very excited but upon first using it, I learned we have to setup an auth provider and named credential. not a big deal but frustrating that there is no documentation that this is necessary. importantly though, once i did set it up, im getting this error:An Apex error occurred: rcsfl.RingCentralSendSMSAction.FlowActionException: [RC-104] A2P SMS API error. HTTP 403: {"errorCode":"MSG-242","message":"","errors":[{"errorCode":"MSG-242","message":""}]}which appears to indicate that the number ive chosen is not configured for P2P messaging, only A2P since its registered with our TCR campaign. HOWEVER there is no legal way to send SMS without registering with TCR. but the endpoint used by the ringcentral managed package specifically only applies to P2P capable phone numbers. Correct me please if i’m wrong on this, but its very frustrating to have a new powerful feature l

Hi Team, I hope you’re all doing well, would anyone know if there is a way to make the Name and Related to fields as mandatory options on the RingCentral Widget on SF? Reason being, we want to force agents to make sure we have agents input a contact name and a case number so that the call summary is added to the right case. Where as today, agents can choose to ignore these and the call summaries go missing.   

We have deployed the Ringcentral for Salesforce integration (RingCentral App for Salesforce, version 4.8.3) to a number of our users, and have configured it to automatically log all calls. The problem is that it seems to ignore logging whenever a user calls a person who shares a phone number with any other contact (like when two people are from the same company and their phone numbers both say the company phone number). This is very troubling for us because we are trying to get our users to log everything, and one of the ways we sold this to the users is that phone calls get autologged - but they do not always do so.

For some of our users, their RingOut setting in the Salesforce RingCentral pop up does not dial out to their desk phone. If they go to click on a contact within Salesforce, the phone number will autofill to the keypad on the integration pop up but will not dial out anywhere - the green call button can be pressed but it does nothing. We’ve checked that the RingCentral app is up to date, same with the browser and made multiple log in attempts but nothing seems to fix it. Their settings are also identical to other users who are able to dial out without issue. call button is green but does not do anything - it will not call out on the browser, app or desk phonesettings are correct and set to RingOut as well as connected to the right desk phone 

Are the updates on the roadmap for the softphone for Salesforce? I would love to see all of the IOS RC app features added to the RC for Salesforce app. Can we get some attention to this? 

Is it possible to use Salesforce flow to send SMS messages? I’ve only found info on using the RC API to automate sending SMS and I can’t find any info on using a flow to send an SMS.

My company is new to RC and we have installed RC for Salesforce.  All is working well in the desktop, but click to dial doesn't work in the Salesforce mobile app.  It takes the user out of Salesforce and into the RC mobile app and does not log the call on the Salesforce record.  Also, inbound calls do not attempt to connect with the Salesforce record upon ringing, answering, or call completion.  I feel like we’re missing something in the configuration that connects the user’s Salesforce mobile app to their RC profile.I haven’t been able to find much documentation for admins or users on RC for Salesforce for mobile configuration.

Hi Team,I believe I may have identified a bug affecting the RingCentral RingCX Salesforce integration when calls are handled through the RingCentral Phone via the RingCentral for Google Chrome add-on.Issues observed: When accepting a call through the Chrome add-on pathway, the Mute button within the RingCX Salesforce Widget becomes greyed out and cannot be selected. If I select any option within the Chrome add-on (e.g., Messages, Dialpad, etc.), the active call exits and can no longer be accessed from within the add-on. Business context:We are encouraging agents to remain within the Salesforce environment so they can: Add the Client ID and Case ID to the call Complete the dispositions accurately Fully leverage RingSense AI features, including call transcriptions At present, the RingCX Salesforce integration does not allow users to manage audio settings or ringtones, which is why the Chrome add-on is necessary as a workaround as we need the laptop speaker to ring for the agents. C

How is it possible in 2025 that I cannot have all of my Salesforce Accounts, Clients, Leads sync to RingCentral RingEx as Contacts (for all RC users)?This wasn’t even part of my vetting process because it’s so obvious this should already exist as part of the Salesforce integration.My users literally don’t know who is calling and texting them without manually searching Salesforce to find the name that matches the phone number.What am I missing??

We are building an integration between RingCentral and Salesforce and trying to get all call logs from RingCentral into Salesforce via WebHook. 

On our salesforce ringcentral integration the pop up no longer shows the caller ID since we have updated it. It just comes up with the call queue thats the caller has rung opposed to the lead name/opp name etc.  

I am getting the following error when I try to launch my RingCentral integration in the box that normally shows my texts, etc.URL No Longer Exists You have attempted to reach a URL that no longer exists on salesforce.com. You may have reached this page after clicking on a direct link into the application. This direct link might be: • A bookmark to a particular page, such as a report or view • A link to a particular page in the Custom Links section of your Home Tab, or a Custom Link • A link to a particular page in your email templates If you reached this page through a bookmark, you are probably trying to access something that has moved. Please update your bookmark. If you reached this page through any of the other direct links listed above, please notify your administrator to update the link. If you reached this page through a link on our site, please report the broken link directly to our Support Team and we will fix it promptly. Please indicate the page you were on wh

 ​​​​​​If you are encountering the URL No Longer Exists issue when setting up the CTI integration try the following steps to help resolve and redirect the window URL. In SalesForce settings, as a SF admin, go to the visualforce pages page:Look for an item called “OpenCTIIndex”, you want the one without any numbers: Next to the “Security” on the OpenCTIIndex item, there’s a preview icon, please click on that to open up the visualforce page in preview: That should open our CTI app in a new tab, although it might not be in a logged-in state: You may notice the url of this new tab change for a few times before the app loads up. But usually within a few seconds it will stop changing and our app will be loaded. At this time, you can copy the URL.Now back to the SF settings and in Call Centers, find our call center definition and edit it. Then replace the CTI Adapter URL with the URl you’ve just copied: Save that, then make sure that the visual force preview tab is closed.Now, reload the CTI

Hello. On Monday it became unable to use the Salesforce Click to Dial plugin/extension. This is happening in both Edge and Chrome. In Edge, phone number not underlined (like a link to call) but when hovering, we see Click to Dial is disabled. In Chrome, phone numbers look as they should, but same thing when hovering, Click to Dial Disabled.The version of the CTI adapter we have installed, listed in the RC app in SF window, is v 6.23.0 (13). While I don't think it matters here, we are using v22.2.34.4527 of the RC client in Windows.It seems the default settings we use in the RC app in SF (Call to RC App and Auto Log SMS) reverted to being uncheck (not True) on Monday as well. Hard to ignore the timing.We updated the Salesforce App from SF yesterday, no impact of fixing the problem.Has anyone else experienced this problem?

Does RingCentral provide service account concept to integrate RingCentral with external platforms like Salesforce? We are trying to build an integration to retrieve Call Transcript using RingSense API. Also, is it required for all users using RingCentral to have the RingSense license too? Or having only 1 license be sufficient to access transcripts for all call logs across all company users? Please let me know. Thanks

Hi! I’m relatively new to the RC community and I wanted to share my use case before implementing and get your feedback. BackgroundOur system runs on the Salesforce platform (Custom Objects and Account/Contact only) so we leveraged the “RingCentral for Salesforce app” which works pretty well. The different users are given a RC phone number and an extension to connect the softphone with RC and everything is fine: they can handle inbound and outbound calls, records are properly updated etc. Also, worth to mention that the users (around 100) are grouped in 20 different teams, and a user can belong to more than one team. Our clients are served with a specific team which is assigned at the beginning of the onboarding process. The information of the team allocated to a specific client is stored in Salesforce. Inbound Company calls to the right teamWe want to receive inbound Company calls in a unique phone number (RC handled) and based on the caller ID, reassign the call to the corresponding t

Does RingCentral work for Salesforce Platform Licence User?

Hello, I have an requirement that I want to integrate RingCentral with Salesforce via custom integration and here I'm using the Webhook URL and build a communication between Salesforce and RingCentral but the salesforce doesn't support the autherization token as key in URL itself, So how can I build this integration via webhook.

I am looking to hire a developer that is familiar with the RingSense API and can integrate with the Salesforce Platform.  This is a one-time project.

Issue details:We have successfully set up the webhook endpoint in Salesforce, and during the validation phase, we received a valid Validation-Token. On one occasion, we were able to successfully retrieve the request body, which included the expected event data. Below is a sample log from that successful attempt:/*****************************************12:47:02.1 (14197701)|VARIABLE_SCOPE_BEGIN|[10]|validationToken|String|false|false 12:47:02.1 (14204992)|VARIABLE_ASSIGNMENT|[10]|validationToken|null 12:47:02.1 (14208322)|STATEMENT_EXECUTE|[11] 12:47:02.1 (14209696)|STATEMENT_EXECUTE|[17] 12:47:02.1 (14244104)|HEAP_ALLOCATE|[17]|Bytes:863 12:47:02.1 (14248825)|VARIABLE_SCOPE_BEGIN|[17]|requestBody|String|false|false 12:47:02.1 (14254993)|VARIABLE_ASSIGNMENT|[17]|requestBody|"{\"uuid\":\"80248989911 (843 more) ..." 12:47:02.1 (14257582)|STATEMENT_EXECUTE|[18] 12:47:02.1 (14259132)|HEAP_ALLOCATE|[18]|Bytes:17 12:47:02.1 (14261990)|HEAP_ALLOCATE|[18]|Bytes:880 12:47:02.1 (14274894)|USER_D

All of our users are experiencing this problem. After clicking a phone number it takes up to half a minute for the dialog box to offer the option to call or text. Who else has had this issue and resolved it?

I’m testing out the SMS Campaigns app RingCentral SMS Campaigns - Beta would like to chat with others who are using it. Are any admin controls available?  Use case; setting daily or weekly limit on the number of texts my users can send.   We’re on Salesforce and would love to be able to bulk text from a View or otherwise without having to upload a csv, anyone find a way to do this? In testing, I’m only offered the option of sending a campaign from my own number.  Would love to have a support person do this on behalf of the recruiters.  Have you found a way to do this?I’m new here, this looks like an active community, love that! 

We have an issue that is happening sporadically to multiple users.  They will try to log in to RingCentral in Salesforce and get two error messages saying “Cannot connect to the server. Please retry later” and “Login failed due to internal errors.  Please try again later”.  The users are using Chrome. They can have the issue with Chrome, but if they use Incognito mode it will work, and it worked on Microsoft Edge, but will still give errors using Chrome (non-incognito mode).  They may get the errors for a couple days, then it will work fine, then the next day it happens again.I have been working with support for over two weeks now and they don’t have an answer yet.  Is anyone else having this issue, or HAD this issue and figured out a resolution?I appreciate any and all help!