Table of Contents
Support Guide
How to Use the RingCentral Integration in Shape CRM
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Shape Software
The RingCentral integration in Shape gives your team the ability to make outbound calls directly through your existing RingCentral setup—without needing to switch phone providers or consume Shape communication credits.
There are two ways to connect RingCentral with Shape:
- 1. Click-to-Dial Method (simpler, uses RingCentral desktop app).
- 2. RingOut API Method (uses API credentials, allows user-level setup).
This guide covers both options so you can choose the approach that best fits your team.
Disclaimer: Please note, this integration does not support all of the powerful features available in the native Shape phone system. Examples of features not included are: inbound call routing, IVR, texting, call recording, reporting, etc. If you are looking for a more integrated solution, consider using our built in telephony platform.
Why Use the RingCentral Integration?
RingCentral is a cloud-based business phone system that supports voice calls, SMS, voicemail, call recording, and more. It's widely used by companies looking for a flexible VoIP solution that works across devices and locations.
- Dial from Shape using your existing RingCentral number.
- Avoid duplicating infrastructure—no need for a separate phone system.
- Calls made via RingCentral do not affect your Shape credit balance.
- Agents appear to be calling from their usual RingCentral numbers.
This is especially useful for teams that:
- Already have RingCentral contracts and hardware in place.
- Use RingCentral as their main business number.
- Only need outbound dialing inside the CRM.
Limitations Compared to Shape’s Built-In Telephony
Feature
RingCentral Integration
Shape Built-In Telephony
Outbound Dialing
Inbound Routing & IVR
Call Recordings
Talk Time, Call Results, Outcomes
AI-Powered Call Insights (Transcripts, Scoring, Keywords)
SMS & MMS Texting
Call Reporting & Agent Performance
Dynamic Caller ID / Local Presence
If you depend on inbound handling, call analytics, recordings, or AI-driven insights, Shape’s built-in telephony will serve you better.
Note: If additional assistance is needed with creating your app in RingCentral, please utilize this quick start guide from RingCentral and reach out to RingCentral's support team if needed.
Method 1: Click-to-Dial via RingCentral App
This is the easiest way to connect. Calls launch directly in your RingCentral desktop app when you click the RingCentral icon in Shape. No API credentials required.
Requirements
- RingCentral Desktop App installed and signed in.
- Windows or macOS computer with TEL and CALLTO links set to RingCentral.
- Shape account with admin access.
Steps
- 1. Configure RingCentral App
- Open the RingCentral desktop app.
- Go to Settings → Phone.
- Toggle Use RingCentral for click-to-dial and fax → On.
- Under Default phone app for calling, select RingCentral.
- 2. Configure Your Computer Defaults
- Windows:
- Go to Default apps → Choose defaults by protocol.
- Set TEL and CALLTO to RingCentral.
- Mac:
- Use System Preferences → Default apps.
- Ensure TEL and CALLTO links are set to RingCentral.
- 3. Connect in Shape
- Go to Settings → Apps & Integrations → API Integrations.
- Find RingCentral → click Connect.
- Ignore Client ID, Secret, JWT (not required).
- Select Launch App as the integration mode.
- Click Save.
- 4. Dialing in Shape
- Navigate to any lead.
- Click the RingCentral “R” icon next to the phone number.
- RingCentral app opens with the number prefilled.
- Manage the call in RingCentral and leave notes in Shape.
- Click Save.
Note: Always use the RingCentral icon (not the raw number link) to avoid errors.
Method 2: RingOut API Integration
This method uses RingCentral’s API to initiate calls (RingOut). Each user authenticates with their own JWT token and RingCentral number.
Requirements
- A RingCentral account with admin access.
- Access to the RingCentral Developer Console.
- JWT Tokens for each user.
Steps
- 1. Create a RingOut App in RingCentral
- Log in to the RingCentral Developer Portal.
- Go to Console → Apps → Create App.
- Choose REST API App → Next.
- Select JWT Auth Flow.
- Add permission ReadAccounts.
- Set the app to Private.
- Click Create, then save your Client ID and Client Secret.
- 2. Connect RingCentral in Shape
- Log into Shape.
- Go to Settings → API Integrations.
- Find RingCentral → click Connect.
- Paste in your Client ID and Client Secret.
- Click Save.
- 3. Connect in Shape
- Each user:
- Go to Profile Settings → Phone tab.
- Paste their JWT Token and RingCentral number.
- Click Save.
What Shape Tracks (Both Methods)
- Last outbound call timestamp per lead.
- Total outbound calls per user.
This allows Shape’s rules, queues, and workflows to run off “last contacted” and outbound activity.
What Shape Does Not Track
- Talk time or call result.
- Call recordings.
- AI scoring, transcription, or keyword analysis.
- Agent performance metrics.
- Inbound calls.
Final Thoughts
The RingCentral integration is a great fit if your team:
- Already uses RingCentral and wants outbound calls inside Shape.
- Doesn’t need analytics, inbound handling, or recordings.
- Just wants a quick way to click-to-dial from the CRM.
Choose:
- 1. Click-to-Dial Method → Simple, no API setup, best for quick launches.
- 2. RingOut API Method → More control with per-user setup, but requires developer credentials.
But if your business depends on deeper performance tracking, inbound workflows, or compliance-related call records, Shape’s built-in telephony will serve you much better.
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