Currently if you’re using RingCentral integration for calling from within HubSpot, you can’t use “transcripts” or Conversation Intelligence. Please upvote this idea, so HubSpot will work on that integration functionality so RingCentral users can get their recorded calls transcribed and use in Conversation Intelligence. RingCentral is a big player in this space, and one that Salesforce has doubled-down on. I hope you add this feature!
Status: Idea Submitted
This would be so nice.
I reached out to RingCentral integration and got this response:
The problem with our call recording files is that they require authentication to access, we do not offer a public-facing call recording link that can be accessed without signing into RingCentral first. So, a third-party web player like this will typically not work, because they are not capable of working with RingCentral authentication.
All end-users will have to click on the provided link, which is not really pointing to the call recording file itself, but to our RingCentral recording web player that will then load the file.
“Will it be available in future releases/updates”? The short answer is no. That is not possible because the web players embedded in these CRMs do not engage in authorizing against our platform services.
The long answer is: The only way for this web player to work is if the recording file is hosted in a publicly available location that requires no authentication. This means exposing the customer’s recordings to pretty much anyone who gets hold of the URL, or potentially web crawlers and bots.
I was able to get the embedded call recording to work by enabling third-party cookies on my chrome browser. However, it doesn’t appear that the transciption works.
The reason it provides is: “The call recording is not accessible.” which is not true… I’m confused as to why this doesn’t work.
It definitely would be awesome. I wonder if you click the link, you could get the transcript from RingCentral and then copy and paste, or if they could transcribe on the ring central end, then feed the transcript to HubSpot.
This would be great and very helpful for me and my team if you guys can make it possible. It feels like with how everything else is setup, that this is the missing piece we need. Also I agree with what @CGrandell said about if the transcription could be imported from Ring Central if that would work too.
this would be lifechanging for us! Please consider adding this feature as soon as possible