RingSense for Sales

RingCentral RingSense for Sales transcribes your voice calls and provides in-depth conversational insights, offering detailed analytics derived from post-call analysis of recorded sessions. Based on the richness of the conversation content, the insights may include the following:

• Transcript - Transcription objects with identified speakers and the timestamps of their utterances.
• Summary - Summary objects with AI-generated summary paragraphs and the timestamps of the conversations.
• HighLights - Highlight objects contain speaker utterances that capture key points, valuable insights, and notable moments for quick review and analysis.
• NextSteps - Next steps objects contain AI-generated action items for the call participants.

To learn more about RingSense for Sales and how to enable the service for a RingCentral RingEX account, please refer to this online article.

RingSense for Sales API

The RingSense for Sales API allows you to programmatically access RingSense for Sales data from your account.

The API functions at the account level and requires the "ReadCompanyCallRecording" user permission. This means that any user extension with this permission can access RingSense for Sales data for any user holding a RingSense for Sales license.

There are two methods to access RingSense for Sales data: through push notifications (recommended method) or via a REST API call.

RingSense for Sales event notification

You can get notified when a new voice call recording analysis is completed via RingCentral push notification service. The RingSense for Sales data is included in the event payload together with the event metadata.

To get RingSense for Sales event notification for voice call recordings, subscribe for this event:

/ai/ringsense/v1/public/accounts/~/domains/pbx/insights

Remember, the notification events are triggered only if a voice call was recorded by users who hold a RingSense for Sales license.

Read RingSense for Sales data

You can read the RingSense for Sales data of a voice call recording if you know the sourceRecordId. The sourceRecordId value of a recording is included in the RingSense for Sales event payload.

Example of API Response

{
    "title": "Call from John Smith to Tracy Debolah",
    "domain": "pbx",
    "sourceSessionId": "s-a0e7b361acc0az191bec7e275z7cae070000",
    "sourceRecordId": "2728084995017",
    "callDirection": "Outbound",
    "ownerExtensionId": "6228832XXXX",
    "recordingDurationMs": 125963,
    "recordingStartTime": "2024-09-04T20:44:16.390Z",
    "creationTime": "2024-09-04T21:15:43.597Z",
    "lastModifiedTime": "2024-09-04T21:15:43.591Z",
    "speakerInfo": [
      {
        "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1",
        "name": "John Smith",
        "accountId": "809646XXX",
        "extensionId": "6228832XXXX"
      },
      {
        "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-2",
        "name": "Tracy Debolah",
        "accountId": null,
        "extensionId": null
      }
    ],
    "insights": {
      "Transcript": [
        {
          "end": 14.52,
          "text": "Okay, I record this meeting so we will have the RingSense meeting insights.",
          "start": 2.2,
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1"
        },
        ...
        {
          "end": 40.44,
          "text": "And I have some action items for myself.",
          "start": 36.6,
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1"
        },
        {
          "end": 46.12,
          "text": "As I have to complete the test.",
          "start": 42.52,
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1"
        },
        ...
        {
          "end": 125.88,
          "text": "Goodbye.",
          "start": 125.4,
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1"
        }
      ],
      "Summary": [
        {
          "start": 0,
          "end": 1,
          "value": "The call is about discussing the tasks and timeline for completing a project."
        }
      ],
      "NextSteps": [
        {
          "start": 42.52,
          "end": 53.32,
          "value": "Complete the test with own code for the API.",
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1"
        },
        {
          "start": 56.04,
          "end": 64.92,
          "value": "Write a developer guide for the API.",
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-2"
        },
        ...
        {
          "start": 82.92,
          "end": 99.56,
          "value": "Publish the developer guide after review and editing.",
          "speakerId": "p-a0e7b361acc0az191bec7e275z7cae070000-1"
        }
      ]
    }
}

SpeakerInfo

The speakerInfo is a list of objects, with each object contains the following key/value pairs:

Insights

The insights is an object that may contain the following objects:

When processing the insights objects—such as reconstructing conversations using the utterances in the Transcript objects, you can match the speaker ID from a transcript object with the corresponding speaker ID in the speakerInfo object. This allows you to display the speaker's name (if available) alongside the utterance text.