Pipeline CRM

    RingCentral Integration

    Connect RingCentral to automatically log calls and save recordings on the right person or company record.

    Before you start

    • A paid RingCentral account with call recording turned on (automatic or on-demand both work)
    • An account administrator in both Pipeline CRM and RingCentral to set up the connection

    Pipeline connects to one RingCentral account per Pipeline account. If you run multiple Pipeline accounts, each can connect to its own RingCentral account, but the RingCentral admin user must be different for each Pipeline account — otherwise RingCentral's rate limits can interfere with recording retrieval.

    Step 1: Set each user's work number

    1. Go to Profile > My Profile.
    2. Enter your RingCentral number in the Work number field.
    3. If you use an extension on a shared main number, enter the main number, then a space, then your extension (for example, "5551234567 101").
    4. Click Save.

    Get this right before anything else. Pipeline ties each call to a user by matching this Work number against their RingCentral extension. If the two don't line up, the call isn't logged at all — no row on the Call Logs page, no activity, and nothing to recover afterward. Correcting the number later only affects calls from that point on.

    For larger teams, our support team can map everyone's number for you as a one-time setup. Just send a list of each user's email and RingCentral number to customercare@pipelinecrm.com.

    Step 2: Install and connect RingCentral

    An admin should:

    1. Go to Settings > Other > App Store.
    2. Find RingCentral and click Install.
    3. Select the RingCentral Service tab and click Connect.
    4. Sign in as the RingCentral account administrator and click Authorize to grant the requested permissions, including access to call and recording data.
    5. Click Test Connection, then Save.

    Step 3: Configure call activity mapping

    1. Enter the RingCentral number under the Settings tab.
    2. Map each RingCentral call event to a Pipeline Activity Category — use existing categories or create new ones. Here's more on creating activity categories.
    3. Click Save.

    You can map these RingCentral events:

    • Completed incoming calls
    • Completed outgoing calls
    • Missed incoming calls
    • Missed outgoing calls
    • Voicemail (incoming)
    • Voicemail left (outgoing)

    The category you pick here is also the category Pipeline uses when it creates an activity retroactively — see When a call comes from a number you haven't saved below.

    Step 4: Enable the integration

    Once everything's configured, enable RingCentral from the App Store area.

    What gets logged in Pipeline

    Once enabled, Pipeline automatically logs:

    • Completed calls (incoming and outgoing)
    • Missed calls (incoming and outgoing)
    • Voicemails (incoming)
    • The call recording, when one exists, along with the phone number, date, time, and call length

    Both incoming and outgoing calls appear on the Call Logs page under the Tools menu, and on the matching person or company's timeline and Files. Recordings never expire in Pipeline, even after RingCentral clears its own copy.

    A few things worth knowing about how these appear:

    • Voicemail isn't a separate row type. A voicemail is a missed incoming call where the caller left a message, so it reads as missed on the Call Logs page.
    • Recordings take about two minutes to arrive. RingCentral needs that long to finish encoding the file, and Pipeline keeps retrying until it's ready.
    • Whether a recording exists at all is up to RingCentral. If the RingCentral plan records the call, Pipeline pulls it in.

    Logging starts the moment you enable the integration. Calls and recordings from before then aren't imported. Recordings attach only to people and companies, not to deals.

    How Pipeline matches calls to records

    Once a call is captured, Pipeline looks for a person or company whose phone number matches the other end of the call.

    • People are checked before companies. If the same number is saved on both a person and a company, new calls go to the person.
    • If the same number is on two people, the call goes to whichever record was updated most recently.
    • A call that's already linked never moves. Saving that number on a different record later won't pull existing calls across — Pipeline only ever attaches a call that doesn't have a record on it yet.

    This matters most for shared numbers, such as a main office line. Because the first record to claim a call keeps it, a number saved on a company and later added to a person will route new calls to the person, while older calls remain on the company — the same number, with its history split across two records.

    When a call comes from a number you haven't saved

    Calls from unrecognized numbers still show up on the Call Logs page — you'll see the raw phone number instead of a name. Pipeline doesn't create a record for you, so no activity is logged yet.

    To save the number and link the call:

    1. Go to Tools > Call Logs.
    2. Find the call and choose to save the number as a person or a company.
    3. Leave the prefilled phone number exactly as it is — Work phone on the add person form, Phone on the add company form.
    4. Fill in the rest of the record and click Save.

    Don't reformat the prefilled number. Adding or dropping the leading +1, or changing the spacing, breaks the match — the record saves, but the call is never linked, and no activity is created.

    Once you save the record:

    • The call isn't lost. Pipeline creates the activity retroactively and dates it to the time of the original call, not to today.
    • Every earlier call from that number is linked too, not just the row you clicked. A number that is called nine times drops nine activities at once, each on its real date.
    • Recordings come along. Any recording captured by the Pipeline is copied to the new activity.
    • The activity uses the category your admin mapped for that call type in Step 3.
    • The page takes a moment to catch up. Linking runs in the background, so the row won't change the instant you save—the page refreshes shortly after.

    Troubleshooting tips

    • A user's calls aren't showing up at all: Check their Work number first. It has to match their RingCentral number or extension exactly, including the country code if your organization requires it. A mismatch means those calls were never captured, so fixing the number only helps from that point on.
    • You saved a number, but nothing is linked: Check that the number on the record still matches the call exactly. A changed format — most often an added or missing +1 — stops the match.
    • A call shows a name you can't click: The call is linked to a record your permissions don't cover. You'll see who the call was with, but you won't get a link into that record.
    • Recordings aren't appearing: Confirm call recording is turned on in RingCentral — Pipeline can only save a recording if RingCentral created one. Recordings also take about two minutes to arrive while RingCentral finishes encoding them.
    • 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 applies to calling/dialer, not SMS.

    For playing and downloading the recordings themselves, see Find and Play Your RingCentral Call Recordings.

    Need help? Contact support at customercare@pipelinecrm.com.