Help Center

RingCentral Integration

The RingCentral integration enables your team to place calls directly from LeadCenter.AI and automatically track all inbound and outbound phone activity. Calls are matched to the correct contacts, enriched with call details and recordings, and can optionally create new leads when new callers reach out.

What You Can Do with the RingCentral Integration

• Click-to-call from LeadCenter: Place calls using RingCentral by clicking any phone number inside LeadCenter.
• Automatic call tracking: Inbound and outbound RingCentral calls sync automatically into your LeadCenter call log.
• Call recordings: When available, RingCentral call recordings can be played directly inside LeadCenter.
• Smart contact matching: Calls are automatically linked to existing leads using standardized phone number matching.
• Optional lead creation: Unknown inbound callers can automatically create new leads if enabled.
• Internal calls excluded: Internal calls between your RingCentral users are not captured or synced into LeadCenter.

Connecting Your RingCentral Account

Connecting RingCentral takes only a few steps:

1. Open Settings → Integrations → Telephony .
2. Select the RingCentral card.
3. Click Connect and sign in to authorize access. Please make sure the connected user is a Super Admin.

Firm-level setup: Only an admin needs to connect RingCentral on the integration page. After that, each user will be prompted to connect their own RingCentral account the first time they open the dialer.

Making Calls

You can place RingCentral calls directly from any contact's phone number in LeadCenter:

1. Click a contact’s phone number anywhere inside LeadCenter.
2. Select RingCentral from the call options.
3. If this is the user's first time, they will be prompted to connect their RingCentral account.
4. The RingCentral dialer will open with the number pre-filled.
5. Click the call button to place the call.

Calls placed from the RingCentral desktop or mobile app also sync back into LeadCenter automatically.

How Call Tracking Works

Once RingCentral is connected, LeadCenter automatically syncs and updates your call activity.

• Inbound calls: Captured with timestamps, caller information, call duration, and status (answered or missed).
• Outbound calls: Logged whenever your team makes calls through RingCentral.
• Continuous syncing: LeadCenter periodically checks RingCentral to ensure all calls are captured.
• No duplicates: Calls are only logged once, even if detected through multiple sync runs.

Timing: Most RingCentral call logs appear inside LeadCenter within 15 seconds to 1 minute.

Matching Calls to Leads

LeadCenter automatically links calls to contacts using unified matching rules.

• Number normalization: Incoming phone numbers are cleaned and standardized before matching.
• Automatic linking: If the phone number exists on a lead, the call is attached to that lead’s timeline.
• Consistent logic: The same matching logic used for forms and other lead sources applies to calls.

Automatically Creating New Leads from Calls

You can enable automatic lead creation whenever an inbound call comes from a number not associated with any existing lead.

• New number → new lead: When enabled, new callers are automatically added to your leads.
• Pre-filled lead details:
  • The caller’s phone number is added to the lead profile.
  • If RingCentral provides the caller’s name, LeadCenter attempts to split it into first and last name.
  • The new lead is tagged as originating from RingCentral for easy filtering.
• Runs your automations: Any workflows triggered by lead creation will run normally for these leads.

Tip: If you prefer manual review before creating leads, turn automatic creation off. Call logs will still appear, but new leads won’t be created automatically.

Viewing Your RingCentral Call History

Once connected, your RingCentral calls appear throughout LeadCenter:

• Call log: View all RingCentral calls in the Call Activity screen. Filter by source to show RingCentral-only calls.
• Contact timeline: Calls linked to a lead appear in that contact’s activity history.
• Call details: Each entry includes direction, timestamp, duration, answer/miss status, and recordings when provided by RingCentral.

Note: RingCentral calls appear in a dedicated RingCentral tab inside both the Call Log and each contact record.

Settings and Controls

• Automatic lead creation: Enable or disable new lead creation for unknown callers.
• Source visibility: RingCentral calls are clearly labeled, making it easy to filter or report on them.
• Internal calls excluded: Calls between your team members are not logged, ensuring cleaner reporting and accurate call metrics.

Disconnecting RingCentral

You can disconnect RingCentral at any time:

1. Go to Settings → Integrations → Telephony .
2. Click the RingCentral card.
3. Click Disconnect.

Note: Disconnecting stops new call data from syncing, but previously synced call history remains fully accessible.

Need Assistance?

For help with setup or troubleshooting, contact LeadCenter Support at support@leadcenter.ai.