With Freshchat’s Telephony Partner Extension with RingCentral, you can bring your account into Freshchat to meet all your customer support needs. With this integration, you can:

  • Extend phone accessibility and offer conversational experiences across traditional and modern channels
  • Enhance agent productivity
  • Empower admins to optimize processes
Note: This functionality is only available for accounts signed up after June 27, 2022 on the Pro and Enterprise plan.

This article contains the following sections:

  1. Integrating Freshchat with RingCentral
  2. Agent experience with the RingCentral integration

Integrating Freshchat with RingCentral

Here's a video walkthrough of the RingCentral-Freshchat integration,

Admins can integrate RingCentral with Freshchat by performing the following steps:

  1. Go to Settings > Channels > Phone. 
  2. Select RingCentral from the Phone channel providers list to navigate to the Dialpad page on the Freshchat Marketplace. 
  3. Click Install. Note that only one phone app can be installed at a time.
  4. Authorize the RingCentral domain if you are installing it for the first time.
  5. Enter RingCentral for a production account. For a sandbox account, enter devtest.ringcentral.
  6. Provide your Freshchat Domain and API Key. Find your Freshchat Domain from the URL bar, and go to Settings > Admin Settings > API > APIs to find your Freshchat API. 
  7. Provide your CRM API Key and click Install. To get your CRM API Key, click on User profile > Settings > API Settings > Your API Key.
  8. Once installed, click on the RingCentral icon to load the widget. 
  9. Enter your Username and Password. The RingCentral agent widget is now set and ready to use.

Agent experience with the RingCentral integration

Start a new call

  • Use the keypad or select a contact from the People tab to start a call.
  • After connecting, Freshchat creates a new conversation and redirects you to the Inbox with this conversation open.
  • When the call ends, find the details and recording in the chat bubble with an option to download the recording.

In-call actions

The following actions can be performed from within the widget:

  • Place a call on hold and mute
  • Pause a call recording
  • Add call notes
  • Transfer a call 
  • Add other agents/supervisors(conference) to an ongoing call
  • Park call
  • Flip call

When the call ends, find call notes as Private Notes in the Freshchat conversation inbox.

Receiving Calls

  • When receiving a call, Freshchat creates a new conversation and redirects you to the Inbox with this conversation open.
  • Click on View Contact on the RingCentral widget to open Freshchat contact page.
  • When the call ends, find the call details and recording in the chat bubble with an option to download the recording.
  • Add private notes on the RingCentral widget while on call.
  • When the call ends, find them as Private Notes in the Freshchat conversation inbox.

Missed calls and voicemails

  • A declined call is considered a missed call.
  • End users can hang up or send voice mails through the RingCentral Integration.
  • Agents can return a call within the conversation fragment with the Call back option and View recording for voicemail.