Salesforce
RingCentral integration.
How the RingCentral for Salesforce app is installed, how calls are logged to Salesforce records, and what admins on both sides set up.
Request an integration map →Download the spec sheet →The Salesforce RingCentral integration is RingCentral's own RingCentral for Salesforce app, installed from the Salesforce AppExchange. It adds a RingCentral softphone to Salesforce through Open CTI and, once connected in RingCentral's Integration Console, logs calls from any RingCentral device to Salesforce, linked to contacts, leads, accounts, opportunities or cases.
[ How it works ]
Who can connect RingCentral to Salesforce?
RingCentral says you must have Salesforce admin permissions to connect the two, and you sign in to its Integration Console with RingCentral admin credentials. That connection is required before end users can use the app.
[ The connector ]
Calls in RingCentral. History in Salesforce.
Techila Global Services is a Salesforce Summit partner. We help sales and service teams install and configure the RingCentral for Salesforce app: the call centre, the softphone in Lightning apps, page layouts and call logging rules.
We test that calls land on the right contact, lead, account, opportunity or case before rollout, and support the set-up afterwards.
What does the RingCentral Salesforce integration log?
| Setting | Options RingCentral lists |
|---|---|
| Call types to log | All call types, outgoing calls, incoming answered calls, missed calls with voicemail, missed calls without voicemail |
| Whose calls | Everyone, only coworkers, or only external contacts |
| Name field | Contact or Lead |
| Related To field | Account, Opportunity or Case, plus custom objects added to the softphone layout |
| Unknown numbers | Skip logging, log without linking, or auto-create a Contact or Lead |
| AI notes | Auto-logging of AI notes after a call, shown through a Visualforce component on the Task layout |
What does RingCentral write to Salesforce?
- Calls logged to contacts and leads (from RingCentral to Salesforce)
- Related to accounts, opportunities, cases (from RingCentral to Salesforce)
- New contact or lead for unknown numbers (from RingCentral to Salesforce)
- AI notes after a call (from RingCentral to Salesforce)
All of these are managed in RingCentral's Integration Console, signed in with RingCentral admin credentials.
How do you set up RingCentral in Salesforce?
- Install the app. Log in to the AppExchange as a Salesforce administrator, install RingCentral for Salesforce in production and choose Install for All Users.
- Configure the call centre. Copy the OpenCTIIndex Visualforce page URL and paste it into the CTI Adapter URL of the Cloud Phone App call centre. Users can't use the app until an admin adds them to the call centre.
- Add the softphone to Lightning apps. In each Lightning app, add the Open CTI Softphone as a utility item so it shows in the utility bar.
- Connect in the Integration Console. Sign in with RingCentral admin credentials, add the Salesforce connection, then set activity sync and AI notes.
- Add actions to layouts. RingCentral documents adding Call with RingCentral and SMS with RingCentral actions to the Account page layout.
RingCentral also documents a separate Salesforce integration for its Engage Digital product; the steps above are for RingCentral for Salesforce.
When do you need more than the RingCentral app?
| Option | What it covers | Limits |
|---|---|---|
| RingCentral for Salesforce app | Softphone in Salesforce, call logging to contacts, leads, accounts, opportunities and cases, AI notes | Needs admins on both sides; call centre and layout set-up per org |
| App plus custom flows | Reporting, routing or follow-up tasks built on the logged call activity | Extra build and testing to own |
| Custom API work | Call data your team needs that the app does not log | You own the build, mapping and monitoring |
Our Salesforce integration services cover each route, and our Service Cloud work covers the case side. To talk it through, book a discovery call.
[ Architecture ]
How do RingCentral calls reach Salesforce?
How data moves between the two systems.
RingCentral
RingCentral for Salesforce
Salesforce
[ What's included ]
What does Techila set up for RingCentral and Salesforce?
What the integration work covers.
[ FAQ ]
Frequently asked questions.
What architects ask before commissioning a Techila integration.
From the Salesforce AppExchange. RingCentral says to log in as a Salesforce administrator, install it in production and choose Install for All Users.
RingCentral lists Contact and Lead for the Name field, and Account, Opportunity and Case for the Related To field, plus custom objects added to the softphone layout.
RingCentral says users won't have access until an administrator adds them to the call centre, and that the Integration Console connection is required for end users to use the app.
Yes. RingCentral documents adding the Open CTI Softphone to any Lightning app as a utility item, so it shows in the utility bar.
Admins choose in the Integration Console: skip logging, log without linking to a record, or auto-create a Contact or Lead.
Sources
Last reviewed:
- RingCentral Support, RingCentral for Salesforce App: Install (read 10 November 2026)
- RingCentral Support, Connecting your RingCentral account to Salesforce (read 10 November 2026)
- RingCentral Support, RingCentral for Salesforce App: Configure Call Center (read 10 November 2026)
- RingCentral Support, Adding RingCentral Phone to Salesforce Lightning apps (read 10 November 2026)
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