Prerequisites

Before configuring the integration, ensure you have:

• RingCentral Admin or Super Admin access
• A RingCentral phone number with SMS capability enabled
• The following credentials:
  • Phone Number
  • User Extension ID(s)
  • Client ID
  • Client Secret
  • JWT
    

Obtain RingCentral Credentials

1. Phone Number

1. Log into the RingCentral App.
2. Locate the phone number that will be integrated.
3. Confirm the number has SMS capability enabled.

2. User Extension ID

1. Log into the RingCentral Admin Portal.
2. Navigate to:

Users → Users With Extensions

3. Select the desired user.
4. Copy the Extension ID from the URL.

Example: https://service.ringcentral.com/application/users/users/default/<extensionId>/settings/default

3. Create a RingCentral Developer Application

1. Log into the RingCentral Developer Portal.
2. Register a new application.
3. Select the JWT Authentication Flow.
4. Enable the following scopes:

• Read Accounts
• Read Call Log
• Read Messages
• SMS
• Webhook Subscription
• CallControl

After creating the application, copy:

• Client ID
• Client Secret

4. Generate a JWT

1. In the Developer Portal, click your profile.
2. Open Credentials.
3. Generate a JWT.
4. Grant the JWT access to the application created previously.

Note: The user generating the JWT must be a Super Admin or Admin.

CRM Configuration

Enterprise Level

Navigate to:

Enterprise Management → Integrations

Open the RingCentral integration drawer.

Enter:

• Client ID
• Client Secret
• JWT

Click Save.

A success message confirms the integration has been enabled.

Team Level

Navigate to:

Team Management → Integrations

Once the Enterprise integration is enabled:

• The Twilio integration card is replaced with a RingCentral card.
  
  

Configure the Team Phone Number

Enter the team's RingCentral number using the E.164 format.

Example:

Requirements:

• Must begin with +
• No spaces
• No dashes
• No parentheses
• No additional characters

The CRM validates the phone number format.

Assign User Extensions

For each user that will use RingCentral:

1. Click Assign.
2. Enter the user's Extension ID obtained earlier.
   
   
3. Save.

Once assigned, each user is linked to:

• Team phone number
• RingCentral extension

At this point, setup is complete.

How the Integration Works

Once configured:

• SMS can be sent from anywhere in the CRM.
• Automation SMS messages send through RingCentral.
• Incoming and outgoing messages sync to the CRM.
• Call activity is logged automatically.
• SMS opt-outs sync with contact communication preferences.

No additional A2P 10DLC configuration is required, as it is managed within RingCentral.

Ad Hoc SMS & Calling

Unlike Twilio, ad hoc messaging and calling use RingCentral deep links.

When a user clicks:

• Send SMS
• Call

The CRM opens:

• the RingCentral desktop application (if installed), or
• the RingCentral web application.

The conversation or call is opened directly for the selected contact.

Messages are sent from RingCentral, but are automatically logged back into the CRM.

Message Synchronization

Outbound SMS

Messages sent from RingCentral:

• appear in RingCentral immediately
• sync to the contact's Communication Log in the CRM

Incoming SMS

Replies received in RingCentral:

• sync automatically via webhooks
• appear in the Communication Log after a brief delay

Automation SMS

Automation-generated SMS messages:

• send through RingCentral
• appear in the Communication Log
• function the same way as Twilio automation messages

Call Logging

Outbound calls:

• Launch the RingCentral call widget.
• When the call ends, a call activity is added to the contact's Communication Log.

Incoming calls from known contacts:

• Generate call activity in the Communication Log automatically.

SMS Opt-Outs

If a contact opts out via RingCentral:

• The contact is marked as SMS Opted Out in the CRM.
• Communication preferences are updated automatically.
• Users cannot manually re-enable SMS, matching the current Twilio behavior.
  
• To resume receiving messages, the contact must send a standard opt-back-in message to the team's RingCentral number.

Unknown Number Handling

If an unknown phone number sends an SMS to the team's RingCentral number:

• The CRM generates a notification.
  
• An "Unknown Name" contact record is created with that phone number
• The message appears similarly to unknown conversations in the Twilio integration.

Differences from Twilio

Important Notes

• RingCentral completely replaces Twilio at the Enterprise level.
• Disconnect any active Twilio numbers before enabling RingCentral.
• RingCentral and Twilio cannot coexist within the same Enterprise.
• All teams within an Enterprise must use the same provider.
• A valid RingCentral Admin or Super Admin account is required to obtain the necessary credentials.
• The configured phone number must support SMS.
• Team phone numbers must be entered in E.164 format (e.g., +15551234567).