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Ringcentral Integration

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Maria Herrell
Updated 3 weeks ago
Use RingCentral with Pipeline CRM to automatically log call activities—so your team doesn’t have to manually update records after every call. Once connected, Pipeline can track incoming/outgoing calls and voicemails and add them as activities on the right People or Company records.  

Before you begin
  • SMS note: multiple numbers are not supported for RingCentral SMS—multi-number applies to the dialer only. 
  • At least one Pipeline CRM admin must also be an admin in RingCentral for the integration to work properly.
Step 1: Update each user’s phone number in Pipeline
Each Pipeline user should:
  1. Go to Profile → My Profile → Work number
  2. Enter the same number they use in RingCentral
  3. Click Save.
  

Step 2: Install and connect RingCentral (admin)
A Pipeline admin should:
  1. Settings → Other → App Store.
  2. Find RingCentral and click Install.
  3. Select the RingCentral Service tab and click Connect.
  4. In the RingCentral workflow, click Continue, then Authorize.
  5. Back in Pipeline, click Test Connection, then Save.
Step 3: Configure call activity mapping
After connecting:
  1. Enter the RingCentral number under the Settings tab.
  2. Map RingCentral call events to Pipeline Activity Categories (you can use existing categories or create new ones).
    Here is more information on how to create activity categories.
  3. Click Save when finished  
RingCentral events you can map include:
  • Completed incoming calls
  • Completed outgoing calls
  • Missed incoming calls
  • Missed outgoing calls
  • Voicemail (incoming)
  • Voicemail left (outgoing)  

Step 4: Enable the integration
When everything is configured, enable the RingCentral integration from the App Store area.


What gets logged in Pipeline
Once installed and enabled, Pipeline will log activities on People or Companies for:
  • Completed calls (incoming/outgoing)
  • Missed (unanswered) calls (incoming/outgoing)
  • Voicemails (incoming)  

Troubleshooting tips
  • Calls aren’t logging for a user: Double-check their Phone number in Pipeline matches their RingCentral number exactly (including country code/format if your org requires it).
  • Connection fails: Confirm the person connecting is an admin in both Pipeline CRM and RingCentral.
  • SMS behavior looks “single-number only”: That’s expected—multi-number support is for calling/dialer, not SMS.  
Need help? Contact support at [email protected]. 
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