RingCentral app on Salesforce feature requests

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  • Updated 2 years ago

There are a few little changes that could improve the user experience of most teams using RingCentral and Salesforce. It'd be great if you could let me know if some/any of the following requests are on RC roadmap and, most important, what is the prediction of when it'd be released.

1. Even though there is only a single match for an inbound call, the "Related To" field still doesn't auto-select the match ([None] is selected automatically). It is a problem for two reasons:
  • When you have 80+ calls a day that is very inconvenient and that's an extra step to be done besides talking on the phone and other tasks related to the job.
  • If there is nothing selected on "Related To", the call doesn't get logged automatically after hanging up. 

2. The app only shows the very last call. As explained in https://devcommunity.ringcentral.com/ringcentraldev/topics/ringcentral-for-salesforce-previous-call-..., usually the customer support representative receives lots of calls simultaneously and calls get lost without being logged. 

3. Text messages only recognize phone numbers of Leads, Opportunities and Contacts and logging text messages from related to Accounts/Custom Objects need to be done manually. Instead, it should be like calls that recognize phone numbers from any Salesforce Object. I had a few calls with RC trying to figure out why it only happens to text messages. The case number is #05800044.

Example of searching/logging with a Lead:

Example of searching/logging with a Custom Object:

Logging calls and text messages properly on Salesforce is critical and I believe all teams using Salesforce could benefit from these changes.

Thank you,

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Gabriel Marques

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Posted 2 years ago

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Rose Gan, Official Rep

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Hi Gabriel,

Thank you for the valuable feedback. The redesign of the RingCentral for Salesforce app UX is on our roadmap and we will start to work on the project later this year. #2 is already in our backlog, I will add #1 and #3 to the backlog of the new UX project as well. 

Thanks and kind regards,