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ACE Processed Recording

Overview

Use this instant trigger when ACE (formerly RingSense) finishes processing a call recording and produces transcript, summary, and insight data. The trigger fires from the ACE insights webhook and returns formatted fields that are ready to map into later Zap steps.

This trigger is designed for workflows that need AI-generated conversation output, such as saving transcripts, routing follow-up tasks, sending summaries to a CRM, or storing sentiment and next-step data.

Check the requirements before creating a Zap. For ideas on what to build, see the sample Zaps.

Requirements

License and Package

An active AI Conversation Expert (ACE, formerly RingSense) license with access to processed recording insights is required.

Assign an ACE license to the administrator connected to Zapier and to every user extension whose recorded calls should be processed by ACE and trigger the Zap.

To check license assignments in RingCentral Service Web, sign in as an administrator and open Account > Licenses & Inventory. Find AI Conversation Expert and verify these assignments.

AI Conversation Expert license usage in RingCentral Service Web

Admin and Account Access

Set up this account-level trigger with a RingCentral administrator account. One Zap can receive ACE recording insights for the entire RingCentral account. The connected administrator needs Company Call Log and recording access.

  1. In Service Web, open Users > User List > Users with Extensions and select the administrator who will connect to Zapier.

  2. Under User Details > Settings & Permissions, check Roles to identify the user's assigned role.

    Check the connected user's assigned role in Service Web

  3. Open Users > Roles, select that role, and verify that these Company Call Log permissions are enabled:

    • Company Call Log - Access Recordings
    • Company Call Log - Download & Delivery
    • Company Call Log - View Only

    Company Call Log - Delete Records is not required.

    Company Call Log permissions in a RingCentral role

Supported Recordings

This trigger listens for ACE insights events for RingEX voice call recordings in the connected account. The call must be recorded and processed by ACE before insight data is available.

There is no extension selector or User Call Log / Company Call Log setting for this trigger. To route only particular owners or call directions to later steps, add a Filter by Zapier step using Owner Extension ID or Call Direction.

If your workflow needs a call recording without waiting for ACE insights, see New Call Recording.

Feature Warning

During Zap setup, the trigger checks the RingSense and ReadRingSenseInsights features for the connected RingCentral user and displays a warning if either is unavailable. These names still use the former RingSense branding. Check the license assignments and role permissions before enabling the Zap.

Before You Create a Zap

  1. Verify the requirements for the RingCentral administrator account you will connect to Zapier.
  2. Confirm that every user extension whose calls you want to process has an ACE license and call recording enabled.
  3. Complete a recorded call and wait for ACE to finish processing it. Check that the recording has the transcript or insights you need in ACE before testing the automation.
  4. Check that you can connect the destination app in Zapier and write to the intended channel, CRM, spreadsheet, or storage location.

Configure

  1. Duration Unit: Choose the unit for the Recording Duration output field.

    • Milliseconds: Keeps the duration closest to the original ACE event value.
    • Seconds: Useful for most workflow calculations.
    • Minutes: Useful for reports and summaries.
    • Hours: Useful for long-call reporting.

    Duration Unit

  2. Time Format: Choose how formatted durations and transcript timestamps are displayed.

    • HH:MM:SS: Shows hours, minutes, and seconds.
    • HH:MM: Shows hours and minutes only.

    Time Format

  3. Format: Choose how transcript, summary, and insight text should be formatted.

    • Multi Line: Easier for people to read in emails, notes, tasks, and documents.
    • Single Line: Easier for conditional steps, Looping by Zapier, spreadsheets, or apps that expect one item per line.

    Format

  4. Include recording file outputs (Optional): Turn this on only when the Zap needs the actual call recording file or recording metadata.

    When enabled, the trigger fetches recording metadata and exposes:

    • Recording URI
    • Recording Content URI
    • Recording Content Type
    • Recording File

    Leave this off when the Zap only needs transcript, summary, sentiment, next steps, or other insight fields. Keeping it off avoids extra RingCentral API calls.

    Include Recording File Outputs

  5. Generate text file output (Optional): Turn this on when the Zap needs one downloadable .txt file with selected insight sections.

    Generate Text File Output

    The text file can include:

    • Summary
    • Bulleted summary
    • Transcript
    • Next steps
    • Highlights
    • Call notes
    • Sentiment
    • AI score
    • Speaker list

    Text File Section Inclusions

    Choose Formatted for section titles and dividers, or Plain text only when a downstream app needs minimal text without headings.

    Text File Layout

When to Enable Optional Files

Leave optional file outputs off unless a later Zap step needs a file field. Turn on Include recording file outputs for the call audio file, and turn on Generate text file output for one combined transcript and insights text file.

Sample Zaps

These examples use RingCentral as the trigger app and ACE Processed Recording as the trigger event. Connect the destination app in Zapier and choose where its action should save or send the data.

Send a Call Summary with Gmail

  1. Add Gmail as the action app and select Send Email. Connect your Gmail account and enter the recipients.

    ACE Processed Recording trigger followed by Gmail Send Email

  2. Set Subject to ACE Report and Body type to Plain. In Body, insert Title, then Summary and Next Steps under their own headings, as shown below.

    Gmail action with ACE Title, Summary, and Next Steps mapped into the email body

The resulting email includes the call title, summary, and next steps when available:

Delivered ACE Report email containing the call title and summary

Create a Todoist Task for Each Next Step

  1. Add Looping by Zapier after the ACE trigger and select Create Loop From Line Items. Under Values to Loop, name the value nextStep and map it to Next Steps List from the ACE trigger.

    Looping by Zapier configured to loop over the ACE Next Steps List

  2. Add Todoist after the looping step and select Create Task. Connect your Todoist account, choose a Project, and map Title to the Next Step value from the looping step.

    Todoist Create Task action with the loop's Next Step value mapped to Title

The loop creates a separate Todoist task for each item in Next Steps List:

Todoist task created from an ACE next step

Upload Recording and Text Files to Google Drive

  1. In the ACE trigger, set Include recording file outputs and Generate text file output to True before running Test trigger.

    Enable recording file outputs in the ACE trigger

    Enable text file output in the ACE trigger

  2. Add Google Drive as the action app and select Upload File. Connect your Google Drive account, choose the destination Drive and Folder, and map File to Recording File from the ACE trigger.

    Google Drive Upload File action with the ACE Recording File mapped to File

  3. Add another Google Drive > Upload File action for the text file. Choose the destination Drive and Folder, and map File to Combined Insights (Text File) from the ACE trigger.

    Google Drive Upload File action with Combined Insights (Text File) mapped to File

The destination folder contains the call recording and the generated .txt file:

Call recording and generated text file uploaded to Google Drive

Enable File Outputs Before the First Trigger Test

If you ran Test trigger before enabling file outputs, enabling them and testing again may still return sample data without files. Repeated configuration changes within the same Zap may not be fully reflected in Zapier's test data. We recommend creating a new Zap, enabling both file output options, and then running its first trigger test.

Google Drive upload with Recording File showing No data in the trigger sample

Troubleshooting

What you see What to check
A RingSense or ReadRingSenseInsights warning Check the connected user's license assignments and role permissions in Service Web.
A permission error when enabling the Zap Verify that the connection uses a RingCentral administrator account with the required Company Call Log permissions. A successful setup test may have used generated sample data.
Test data does not match a real recording The trigger may have returned generated sample data. Confirm an eligible call has completed ACE processing, then test again. Also verify a new live call after publishing.
No live event after a call Confirm the Zap is on, the call is a recorded RingEX voice call, and ACE has finished processing it. Verify the connection's access and check Zap History for errors or a Filter step that stopped the Zap.
Recording file fields are empty Enable Include recording file outputs only if audio is needed. The connected user also needs recording access (ReadAccountCallRecordings), and the recording must still be available.
Trigger test data still has no files after enabling file outputs Try creating a new Zap, enable both file output options, and then run Test trigger. Repeated configuration changes within the same Zap may not be fully reflected in Zapier's test data. See the file-upload setup note.
Summary, sentiment, or next steps are empty ACE may not have produced that section for the recording. Check the recording in ACE and add a Filter step before actions that require a nonempty value.

Output

The trigger includes identifiers, timing fields, participants, insight text, and raw event data.

Recording and Call Fields

  • ID: The source recording record ID.
  • Event Type: The ACE event type, such as Create.
  • Title: Title generated for the processed recording.
  • Domain: ACE domain, typically pbx.
  • ACE URI: URI for the ACE record.
  • Source Session ID: Source call session ID.
  • Source Record ID: Source recording record ID.
  • Call Direction: Direction of the call, such as inbound or outbound.
  • Owner Extension ID: RingCentral extension ID associated with the recording owner.
  • Recording Duration (ms): Original recording duration in milliseconds.
  • Recording Duration: Duration converted to the selected Duration Unit.
  • Recording Duration Formatted: Duration formatted according to Time Format.
  • Recording Start Time: Date and time when the recording started.
  • Creation Time: Date and time when ACE created the insight record.
  • Last Modified Time: Date and time when ACE last modified the insight record.

Optional Recording File Fields

These fields are populated only when Include recording file outputs is enabled and the recording is available:

  • Recording URI: RingCentral API URI for recording metadata.
  • Recording Content URI: URI used to download the recording content.
  • Recording Content Type: MIME type for the recording file.
  • Recording File: Downloadable recording file for later Zap steps.

Insight Fields

  • Transcript: Formatted transcript text.
  • Summary: ACE-generated call summary.
  • Highlights: Formatted highlights text.
  • Highlights List: Highlights as a list of individual items.
  • Next Steps: Formatted next steps text.
  • Next Steps List: Next steps as a list of individual items.
  • Speaker Info: Formatted speaker list.
  • Host Name: Name of the host or owner-side participant, when identified.
  • Host Phone Number: Phone number for the host or owner-side participant, when identified.
  • Customer Names: Customer-side participant names, when identified.
  • Customer Phone Numbers: Customer-side participant phone numbers, when identified.
  • Bulleted Summary List: Summary bullets as a list of individual items.
  • Event Origin: Origin of the event. This trigger processes recording-origin events.
  • Call Notes: ACE call notes, when available.
  • Sentiment: ACE sentiment value, when available.
  • Raw: Raw ACE event JSON.

Combined Text File

  • Combined Insights (Text File): A downloadable .txt file containing the selected insight sections. This field is populated when Generate text file output is enabled.

Sample Output

{
  "id": "recording-1758068132637",
  "eventType": "Create",
  "title": "Call from John Doe to Jane Doe",
  "domain": "pbx",
  "ringsenseUri": "https://api-rcapps.ringcentral.com/ai/ringsense/v1/accounts/~/domains/pbx/recordings/recording-1758068132637",
  "sourceSessionId": "session-1758068132637",
  "sourceRecordId": "recording-1758068132637",
  "callDirection": "Outbound",
  "ownerExtensionId": "extension-1758068132637",
  "recordingDurationMs": 60000,
  "recordingDuration": 60,
  "recordingDurationFormatted": "00:01:00",
  "recordingStartTime": "2025-09-17T00:14:32.637Z",
  "creationTime": "2025-09-17T00:16:32.637Z",
  "lastModifiedTime": "2025-09-17T00:17:32.637Z",
  "transcript": "John Doe (+18883770028) | 00:00:05\nThanks for calling today.",
  "summary": "The customer asked about next steps and pricing.",
  "highlights": "Jane Doe (+16508783254) | 00:00:20\nRequested a follow-up email.",
  "highlightsList": ["Jane Doe (+16508783254) | 00:00:20\nRequested a follow-up email."],
  "nextSteps": "John Doe (+18883770028) | 00:00:45\nSend pricing details.",
  "nextStepsList": ["John Doe (+18883770028) | 00:00:45\nSend pricing details."],
  "speakerInfo": "John Doe (+18883770028)\nJane Doe (+16508783254)",
  "hostName": "John Doe",
  "hostPhoneNumber": "+18883770028",
  "customerNames": ["Jane Doe"],
  "customerPhoneNumbers": ["+16508783254"],
  "bulletedSummaryList": ["Customer asked about pricing."],
  "eventOrigin": "Recording",
  "callNotes": "Sample call note.",
  "sentiment": "Positive",
  "recordingUri": "https://api-rcapps.ringcentral.com/restapi/v1.0/account/400371259008/recording/recording-1758068132637",
  "recordingContentUri": "https://api-rcapps.ringcentral.com/restapi/v1.0/account/400371259008/recording/recording-1758068132637/content",
  "recordingContentType": "audio/mpeg",
  "recordingFile": "Sample Recording File",
  "insightsTextFile": "Sample Combined Insights Text File",
  "raw": "{\"event\":\"/ai/ringsense/v1/public/accounts/~/domains/pbx/insights\",\"body\":{\"eventType\":\"Create\"}}"
}

Output Variations

Optional recording file fields are only populated when Include recording file outputs is enabled and the file is available. Combined Insights (Text File) is only populated when Generate text file output is enabled. Some insight fields may be empty if ACE did not produce that section for the recording.