245 results found
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salesforce queue sms
At the moment, selecting a call queue number as the SMS caller ID is not supported in RingEX for Salesforce. Having this would help our operations be more streamlined and prevent the team from having to toggle back and forth between Salesforce and the app.
13 votes -
Need RingCX for CTI to support automatically moving a Task from a converted Lead to its Contact
Use case:
Reps qualify leads in Salesforce. When a lead is qualified, they convert the lead into an account/contact/opportunity and transfer the call to account execs.
Often times, when an account exec gets the call, the record associated with the call in the 'Name' field is the lead record instead of the contact record. When the call concludes, a task is created automatically where the AE sets the call disposition and adds any relevant notes.
Since the Name (whoId) is the lead, the call record (task) does not show up under the contact's activity and since the lead has already…16 votes -
RingCentral for Salesforce Conference Call
Currently, when a Salesforce agent utilizes the RingCentral CTI (Computer Telephony Integration) to initiate a 3-way conference/merge call, hanging up or exiting the call prematurely terminates the session for all remaining external parties.
To improve agent efficiency, optimize call handling times, and prevent broken customer experiences, we propose an enhancement to the RingCentral for Salesforce integration to support Host-Initiated Drop-off (Persistent Bridging). This would allow an agent to bridge two external parties (e.g., a customer and a third-party vendor or internal specialist) and exit the call safely while leaving the other two participants connected.
5 votes -
Show number name in RingCentral phone adapter in Salesforce
Show number name in RingCentral phone adapter in Salesforce. Would like to show the number name in RingCentral Phone adapter in Salesforce
5 votes -
Documentation for Call Disposition / Call Result field values in RingCentral for Salesforce
We use the RingCentral for Salesforce integration and are building reporting logic based on the Call Disposition field ("Call Result") that your managed package writes to Task records.
We see values like: Answered, Missed, Answered Elsewhere, Voicemail, Reply, No Answer, Connected, Declined, Call connected, IP Phone Offline, Disconnected, Ringing, and Blocked.
Is there documentation that defines each of these Call Disposition values — specifically what call scenario or outcome triggers each one? We need this to ensure our automation accurately categorizes inbound calls as connected vs. missed.7 votes -
Log tasks under the actual user who performed the action
- Currently this is a known limitation to the SF connection in integration console.
- Once a sf env is connected in the integration console, the CTI apps will use the integration console backend to proxy the sf requests. This makes all these requests use the admin's token that was used to connect the env to the integration console.
- Because now all requests are using the admin's tokne, the tasks created are all created by the admin. Although the service makes an effort make the owner the user who handled the call, but not sure if that works for all cases, especially…
5 votes -
Auto-populate the Caller Name Field when creating a New Lead
At the moment, the dialer doesn't natively map the Caller ID name into Salesforce lead fields out of the box because of how carrier data is structured. When you click the + button in the RingEX for Salesforce dialer to create a new Lead from an unknown inbound call, it will automatically populate the Phone Number, but it cannot native-extract and push the CNAM (Caller ID Name) into the Salesforce 'Caller Name', 'First Name' or 'Last Name' fields.
2 votes -
RingCentral app for Salesforce option to add "touch point" date field and "open task" button to the softphone pop up
RingCentral app for Salesforce option to add "touch point" date field and "open task" button to the softphone pop up for all users
5 votes -
Integration Console - Salesforce connect
Connect the Salesforce to the integration console for enhanced integration features with RingCentral
21 votesAccording to the PM, this was completed Q1 2026!
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RingCentral Pop-up modification in Salesforce
Salesforce integration with RingCentral, they want to edit and modify the RingCentral pop-up softphone to have the same fields as the Log A Call option in Salesforce, wants to add Last Touchpoint and other customer details for more simpler use
5 votes -
Salesforce - Live Reports
The customer would like to understand the best way to have their live reporting data synchronized or exported to Salesforce. Specifically, they would like to know if there is a way to access or view their live reporting directly within Salesforce, and what options are available to achieve this.
1 vote -
Enable Salesforce Case Number synchronization into RingCX Custom Interaction Fields via Salesforce CLI/CTI integration
Summary:
Customer requests the ability for RingCX to automatically retrieve and store the Salesforce Case Number associated with an interaction (linked via RingCentral Salesforce CLI/CTI integration) into a RingCX Custom Interaction Field for reporting and analytics purposes.Current Behavior:
* Agents can associate a Salesforce Case to a RingCX interaction using the RingCentral for Salesforce CLI/CTI integration.
* The association is stored within Salesforce (Activity/Task/Case relationship).
* RingCX interaction records do not receive or store Salesforce Case-level attributes (e.g., Case Number).
* RingCX Analytics does not expose Salesforce Case Number data unless manually entered or externally enriched.Requested Enhancement:
Provide…1 vote -
Auto-Push RingCentral ACE AI Summary to Salesforce Case
Summary
When a call is completed and ACE generates a detailed AI summary, that summary should automatically be written to the linked Salesforce Case , no manual steps, no copy-pasting, no agent intervention required.
Current Behavior
RingCentral's Salesforce integration currently supports pushing RingSense AI summaries to Salesforce Cases. However, ACE (Advanced Conversation Engine) summaries are not included in this integration. ACE produces significantly more detailed and structured call summaries compared to the standard RingSense instant AI summary, but there is currently no way to get that output into Salesforce automatically.The only workaround today is for agents or supervisors to…
1 vote -
SMS group salesforce
Ability to send SMS messages to a group in the same way emails can be sent to a distribution group
1 vote -
Attach Call Recording Links to Salesforce Cases Instead of Tasks
Ability to attach call recording links directly to Salesforce Cases instead of Tasks.
1 vote -
Automatically Write AI-generated summaries to the description field or custom fields in the integrated CRM
It would be helpful to have the ability to Automatically Write AI-generated summaries to the description field or custom fields in the integrated CRM
1 vote -
Make the RC managed package configurable in Salesforce
Currently the RC managed package is not configurable in Salesforce. Pls make it configurable so users can adjust settings.
1 vote -
Expanded Search Criteria for RingEX for Salesforce
Customer is requesting enhanced search capabilities within the RingEX for Salesforce app, specifically the ability to search and match Salesforce records using email addresses and custom fields (e.g., customer number). This would help users locate and link accounts/contacts more efficiently and improve overall workflow and search flexibility.
1 vote -
Allow to use Mobile when calling via Salesforce Integrations
Enable the ability to use mobile phone to call when clicking the phone number from Salesforce
1 vote -
RingCentral for Salesforce - Calls and SMS to Case Activity
All RingCentral for Salesforce calls and SMS should create Case instead of Task to log the activity.
1 vote
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