How to connect CallRail or RingCentral with Call Sync

Calls go one waylink

Calls come from CallRail or RingCentral into Genaya. Genaya never changes anything in CallRail or RingCentral. Calls made or received on Genaya numbers do not appear in CallRail's call history. A call to a CallRail tracking number that forwards to a Genaya number is logged by CallRail itself.

Your call historylink

When you connect, you choose how far back to import past calls under "Import past calls": Don't import past calls, Last 3 months, Last 12 months (the default) or Everything. Everything means up to 25 months from CallRail, which is all CallRail keeps, and everything RingCentral still has, which is usually up to 12 months depending on your RingCentral plan. New calls always come in, whatever you choose.

The import runs in the background, newest calls first. The card shows the progress: "Importing call history", a count and a bar. A very large history, hundreds of thousands of calls, can take several hours. Nothing needs to stay open.

Click Stop next to the progress to stop the import. The calls already imported stay. To import past calls later, open the menu on the card and choose Import past calls.

Each call is imported once. Disconnecting and connecting again, or importing the same months again, updates the same calls and never creates a second copy. A call CallRail forwards to one of your Genaya numbers shows once, as the Genaya call.

Where imported calls show uplink

Imported calls appear in Analytics > Call Log next to your Genaya calls, with the company, number name, source, campaign, tags and value CallRail has for them, in the Call Center and the dialer recents with a CallRail or RingCentral label, in the Call Center's Live Calls list while they ring or are on the line, and on each matched client's timeline. They also count in the Call log numbers and chart, Calls by agent, Calls by company and Calls by tag.

Automationslink

Your call automations, such as Call missed, Call completed and Long call, also run for imported calls, but only for new calls that happen after you connect. Past calls you import never start an automation. To text back a missed CallRail call, pick one of your Genaya numbers as the number to text from.

Live updateslink

For CallRail, Genaya turns on live updates by itself when you connect. It adds its own webhooks to each company in your CallRail account. Any webhooks you set up yourself stay as they are.

A call then shows "Ringing", then "On call", then its result, in the Recent imported calls list and on the client's timeline. CallRail sends the final details (length, answered or missed) after the recording is attached. That can take up to 20 minutes after the call ends.

There is no switch for this. If your CallRail key cannot add webhooks (a key from a CallRail user who is not an Admin), the card shows an "Instant updates" section with six addresses. Paste each one into its section in CallRail under Settings > Integrations > Webhooks, or replace the key with one from an Admin user and Genaya adds them for you. Until then new calls still arrive every 10 minutes.

For RingCentral, calls import automatically and new calls appear within minutes. Each call shows the team member who took it, and its recording plays inside Genaya.

Find your callslink

Every call is matched to a client by phone number and appears on that client's timeline. All calls also appear under "Recent imported calls" on the Call Sync page. You can filter that list by provider.

Pause or disconnectlink

Turn off the "Import CallRail live calls" switch to pause new calls coming in. Calls already imported stay.

Disconnecting removes Genaya's webhooks from CallRail, deletes the stored key and stops importing. Imported calls stay on client timelines.