Planhat's native integration with Ringover enables you to call your customers via Planhat. We will show information about when the call happened, how long the call was, and a link to the recording (if applicable). You will start to see the number of calls each team member has received during the time frame set 🎉
📌To get started, you will need the following:
A Ringover Power account.
The user setting up this integration should be an administrator in Planhat and Ringover.
How to set up the Ringover Integration
If you have a Ringover Power account and you're an administrator on both platforms then grab a coffee and let's continue! 😃☕
1. Create a new service account in Planhat.
2. Click on the "Permissions" tab and enable the following permissions:
Permission Name | Permissions to Enable |
Activity | Create, View and Update |
Activitytag | Create, View and Update |
Conversation | Create, View and Update |
Customfield | View |
End User | Create and View |
Team | View |
User | View |
3. Click on the "Info" tab, press the "Generate New Token" button and then copy that token.
4. Head over to your Ringover integrations dashboard, look for Planhat, click on the "Activate" button and paste your token into the "API Key" field.
5. In Planhat on the "Conversations" page you will need to create the following conversation types:
Call in (green colour, phone icon)
Missed call (red colour, phone icon)
Call out (blue colour, phone icon)
Incoming SMS (green colour, phone icon)
Outgoing SMS (blue colour, message icon)
6. Now go back to your Ringover dashboard, click on “Configure” and enter the conversation types in the corresponding fields:
The integration should now be fully operational! You will find your call logs, SMS logs, call recordings and voicemails reported as conversations which will be visible on the company/end-user profiles & the Conversations object 🎉
How Planhat Brings in Call Logs from Ringover
When we receive data from Ringover we match and map which account the call should be connected to by the phone number on the end-user.
To match the phone number, we remove spaces and extra characters (i.e. parenthesis) to make different formats comparable.
📌 Important to note: The country code needs to be included in Planhat since that's how we receive it from Ringover.
Planhat will match the call both to the correct user (your colleague) and the customer contact if there is enough information. These calls will be logged as touchpoints in your activities.
How the Calls Will Appear in Planhat
Planhat will show information about when the call happened, how long the call was, and a link to the recording (if applicable). You will start to see the number of calls each team member has received during the time frame set.
The calls will be logged in the following locations:
Conversations module (search for "Type > equal to > [conversation type]")
Company profile
End-user profile