Phone providers

RingCentral

Connect RingCentral so your texts, calls, and voicemail arrive in CommSync, and replies go out from the same number.

RingCentralRingEX

Bring the RingCentral lines of your team into CommSync, and each teammate connects their own login.

RingCentral gives each number to one person’s login. A number texts through the RingCentral user your admin assigned to it. No other user can text from that number. CommSync follows the same rule. You connect your own login, and your own numbers arrive in your inbox. Each teammate with a number connects their own login once.

RingCentral calls the product RingEX

The plan pages, the Admin Portal, and this page all mean the same platform.

Phone providers explains what every connection does. This page adds what RingCentral does differently.

Before you start

Any RingEX plan
Numbers registered for business texting, to send
Developer Portal Access in your RingCentral role, for a JWT only

Good to know

RingCentral links texting to each person’s login, so you connect your own lines now and teammates connect theirs from their own settings.
Your numbers receive texts at once, and they send texts after your RingCentral admin registers them for business texting.

Know which RingCentral user owns each number. A direct number belongs to its own user. A company number belongs to the user your admin picked to handle its texts. That user is the one who connects it.
Register your numbers for business texting. A number sends no text before RingCentral registers it with The Campaign Registry. A Super Admin or a Phone System Admin does this. They open the Admin Portal, then Phone System → Business SMS → Set up SMS. One campaign covers up to 49 numbers. RingCentral charges a fee for it, and approval takes time. A number that is not registered still receives texts in CommSync from the moment you connect. Only the send waits.
Ask for Developer Portal Access, for the JWT way in. You need it only when you paste a JWT. Your admin adds it in the Admin Portal under Users → Roles → Features. The sign-in way in needs nothing.
Name your service provider, when it is not RingCentral. AT&T Office@Hand and Verizon run RingCentral on separate servers. Type the name in the Service provider field, so CommSync connects to the right ones. Those two brands use the JWT way in.

Connect RingCentral

Open Settings → Phone numbers and pick RingCentral. The setup page offers two ways in.

Choose Sign in with RingCentral

CommSync sends you to the RingCentral sign-in page.

Sign in as the RingCentral user who sends and receives the texts. RingCentral lists what CommSync reads: your account, your messages, your call log, your recordings, and your contacts.

Paste a JWT

Use this way in when your admin blocks the sign-in page. Use it for a service user, and for an AT&T Office@Hand or a Verizon account.

The setup page gives you a link that opens the create form with CommSync already selected. It also shows the CommSync client ID, with a copy button.

Open the RingCentral Developer Console

Open in RingCentral

Hover over your name, then select Credentials

Your name is in the upper right.

Click Create JWT

Give the JWT a label

For example, CommSync.

Leave Expiration Date empty, so the JWT never expires

Under “What apps are permitted to use this credential?”, choose “Only specific apps of my choice”

Paste the CommSync client ID and click Add App

The app table then shows CommSync (JWT).

Click Create, then copy the JWT and paste it on the next page

Copy the JWT into CommSync

Paste the JWT into the setup page. Leave Service provider blank for RingCentral. Type AT&T or Verizon for one of those accounts.

Finish in CommSync

Pick the lines

CommSync lists every number of your RingCentral user. Pick the numbers you want in your inbox.

CommSync gives each number a name. A number with a label in RingCentral keeps that label. A direct number without a label takes the name of its user, for example Hana Lin. A company number without a label reads Main number or Company number. The name shows in Settings and on every text from the number. To change it, rename the line in Settings › Phone numbers. CommSync keeps your name.

A number that your login cannot text from reads “RingCentral does not let this login text from this number”, and you cannot pick it. RingCentral turns on texting for each user, not for each number. So a company number can text for one user and not for you. Ask your RingCentral admin which user texts from it. That user connects their own login to bring it in.

CommSync sets up live updates

CommSync keeps RingCentral live with a webhook, so a text arrives at once. A regular sync reads your message store and your call log every few minutes, so a missed webhook costs nothing.

Choose how much history to import

The history window brings past texts and past voicemail.

A JWT that names no app does not work

CommSync refuses a JWT that names another app, and it says so. Create the credential again. Add CommSync under Only specific apps of my choice.

What syncs

CallsCalls
VoicemailVoicemail transcripts
PicturesPictures, up to 10
Group textsNo group replies
Delivery receiptsDelivery receipts
History importImports past texts

What	Direction	Notes
Texts	In and out	Picture messages come in and go out, up to 10 files and 1.5 MB in total.
Delivery state	In	A sent text shows Sent, then Delivered or Failed.
Calls	In	Each finished call becomes a call row, with its recording when RingCentral kept one.
Voicemail	In	The audio arrives with the message. RingCentral’s own transcript arrives when it is ready. When RingCentral sends none within 10 minutes, CommSync writes one.
Past texts and voicemail	In	CommSync offers a window when you connect.
Contacts and names	In	A name on a message fills an unnamed contact, and it never overwrites a name you wrote.

A delete in RingCentral never deletes anything in CommSync.

Calls and voicemail

Calls. RingCentral reports each finished call, and CommSync shows it as a row in the conversation.
Voicemail. RingCentral sends its own transcript. CommSync waits up to 10 minutes for it, then writes one with AI.
Call transcripts. RingCentral shares no transcript of a call.
Call summaries. RingCentral shares no summary of a call.
Recordings. A call row carries its recording, when RingCentral kept one.

See calls and voicemail for how a call reads in the inbox.

Limits

Pictures you send: up to 10 per text, 1.5 MB in total.
Group replies: none. A group conversation says “Reply to this group in RingCentral.” in place of the reply box.
One number texts through one login. Your admin can move a number to another RingCentral user. That user connects their own login, and the number follows them. Until then the send fails, and CommSync names the new owner.
CommSync texts one person at a time on a RingCentral line. You cannot send one text to several people yet. A group text from outside still arrives in one group conversation. That conversation says “Reply to this group in RingCentral” in place of the reply box, so you answer the group from the RingCentral app.
A text holds up to 1,000 characters. RingCentral refuses a longer one.
Past calls do not import. The history window brings past texts and past voicemail. Calls start at the moment you connect.
Two imported numbers on one RingCentral user can lose the voicemail audio. RingCentral keeps one voicemail box for each user, and it often names no number on the voicemail. CommSync then reads the number from your call log. The call log usually names the voicemail too, and CommSync adds its audio and its transcript to that call. When the call log does not name a voicemail, the call arrives without the audio and the transcript.
RingCentral caps how fast CommSync reads and sends. CommSync stays inside the cap. A busy moment shows a calm amber wait on the message, not a failure.
A HIPAA RingCentral account has no texting. RingCentral turns the feature off for those accounts.

When something needs your attention

The account card in Settings → Phone numbers shows the state of the account, and each error names the one thing to do.

What you see	What it means	What to do
Texting not registered yet	The number has no approved campaign.	Ask your admin to register it under Phone System → Business SMS.
RingCentral does not let this login text from this number	Your RingCentral user has no texting on this number.	Ask your RingCentral admin which user texts from it. That user connects their own login.
Reconnect needed	RingCentral no longer accepts the saved login.	Click Reconnect, then sign in again or paste a new JWT.
This number belongs to another user	Your admin moved the number.	Ask that person to connect their own RingCentral login.
Your role does not allow this	The RingCentral role lacks messages or call log.	Ask your admin to allow both for your role.
This contact replied STOP	The recipient opted out at the carrier.	They must text START before you can text them again.