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
- Go to Profile > My Profile.
- Enter your RingCentral number in the Work number field.
- If you use an extension on a shared main number, enter the main number, then a space, then your extension (for example, "5551234567 101").
- Click Save.
If a user's work number isn't set, Pipeline can't match their calls to them, and those calls won't be captured at all — not even under the admin's account.
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:
- Go to Settings > Other > App Store.
- Find RingCentral and click Install.
- Select the RingCentral Service tab and click Connect.
- Sign in as the RingCentral account administrator and click Authorize to grant the requested permissions, including access to call and recording data.
- Click Test Connection, then Save.
Step 3: Configure call activity mapping
- Enter the RingCentral number under the Settings tab.
- Map each RingCentral call event to a Pipeline Activity Category — use existing categories or create new ones. Here's more on creating activity categories.
- 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)
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
Recordings are matched to the person or company whose phone number matches the call (checking the phone, home, and mobile fields), and never expire in Pipeline even after RingCentral clears its own copy. Recordings appear in Call Logs under the Tools menu, and on the matching person or company's timeline and Files.
⚠️ Note: Saving starts from the moment the integration is enabled — recordings aren't backdated. Recordings aren't linked to deals, only to people and companies.
Reconnecting after this update
If your account was connected to RingCentral before this release, your connection was disabled as part of moving to a new RingCentral application that supports recording access. You'll need to reconnect once — repeat Step 2 above to authorize the new permissions and resume call logging.
Troubleshooting tips
- Calls aren't logging for a user: Confirm their work number in Pipeline exactly matches their RingCentral number or extension format, including country code if your org requires it.
- Recordings aren't appearing: Confirm call recording is turned on in RingCentral — Pipeline can only save a recording if RingCentral created one. Recordings can also take a short time to appear after a call ends while RingCentral finishes processing 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.
Need help? Contact support at customercare@pipelinecrm.com.