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

  • Extend phone as a channel and offer conversational experiences across traditional and modern channels

  • Improve agent productivity

  • Empower admins to improve processes

Note: This functionality is only available for accounts signed up after June 27, 2022 on the Pro and Enterprise plan.

Integrating Freshchat with RingCentral

Check out this video to understand how to integrate Freshchat with RingCentral.

You can also follow the steps mentioned below to integrate Freshchat with RingCentral.

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

  1. Go to Settings on the left navigation bar and click on “Phone” under the Channels section. 

  2. Choose RingCentral from the list of Phone channel providers. This step will lead you to the RingCentral page on the Freshchat marketplace. Click on Install again. Please bear in mind that you may install only one phone app at a time. 

  3. You will be asked to authorize the Ring Central domain when you install the app for the first time. Enter "RingCentral" if it's a production account or "devtest.ringcentral" if it's a sandbox account.

  4. Provide your Freshchat Domain and API Key. You may find your Freshchat Domain by going to Settings->Admin Settings->API->APIs for Chat. 

  5. Provide your CRM API Key and hit Install. You may find your CRM API Key by going to Settings->API Settings->Your API Key. 

  6. Once validated and installed, click on the RingCentral icon in the left navigation bar to load the widget. 
  7. Enter your username and password.
  8. The RingCentral agent widget is now set and ready to use.

Agent experience with the RingCentral integration

Start a new call

  • Agents can start a new call by using the keypad or from the People tab by selecting a contact. 
  • When the call is connected, a new conversation is created and the agent is redirected to the Inbox with that conversation open. 

  • Once the call has ended, the chat bubble displays the details of the call with the call recording and an option to download the call recording. 

In-call actions

Agents can act from within the widget itself. The list of actions is as follows:

  • Place a call on hold and mute

  • Pause a call recording

  • Add call notes

  • Transfer a call 
  • Conference call
  • Park call
  • Flip Call

Actions such as adding call notes as private notes can be performed from the Inbox even after a call has ended. 

Receiving Calls

  • When agents are on the inbox page or any other page while they receive a call and answer it, a new conversation is created for the call and the agent is redirected to the inbox with that conversation open.

  • Agents can view the contact by clicking on the “View Contact” button on the RingCentral widget which opens the Freshchat contact page on a new tab. 
  • Once the call has ended, the chat bubble indicates the details of the call and provides the recording of the call.
  • While on the call, agents can add private notes on the RingCentral widget and click on “Done”. Once the call is ended, notes and tags added during the call appear as Private Notes on the Freshchat conversation inbox. 

Missed calls and voicemails

  • If an agent declines an incoming call, it is considered a missed call and the end user can choose to hang up or send voicemails. Both scenarios are handled today with the RingCentral Integration.
  • An agent can choose to give a call back in case of a missed call and view the recording in case of a voicemail.

For any queries, please reach out to