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How to integrate Ringover with Easiware

  • Updated

The Ringover integration with Easiware optimises your team's operational efficiency by providing instant access to customer data during phone interactions. In this guide, you’ll learn how to generate your API token, activate Easiware in Ringover, and configure your settings to log calls and SMS as requests.

Prerequisites

  • An active Ringover Business account or higher.
  • Administrative or technical permissions on your Ringover Dashboard.
  • An administrator account in Easiware.

Set up and configure Easiware integration

1. Generate your API token in Easiware

Create a dedicated API token from your Easiware administration panel to authorise Ringover access.

  1. Log in to your Easiware account.
  2. Go to the Administration section at the bottom of the main menu.
  3. Click on Configuration, then select API Key.
  4. Click on the Add a new key button.
  5. Enter a name for your token and add comments if desired.
  6. Click Save and copy the generated token string.

2. Activate Easiware in Ringover

Connect your Easiware environment credentials to authorise the integration.

  1. Log in to your Ringover Dashboard.
  2. Go to Store > Integrations.
  3. Locate Easiware and click on it.
  4. Fill in the fields in the pop-up window:
    • Token: Paste the token generated from your Easiware account.
    • URL: Enter your Easiware environment URL.
    • Site ID: Enter your assigned site identifier.
    • API Username & Password: Enter your API credentials.
  5. Click Activate to finalise the connection.
☝️ While the token is generated directly inside your Easiware account, your URL, Site ID, API username, and API password are environment details provided directly by Easiware.
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3. Configure your Easiware integration settings

Customise how calls, SMS, and contacts synchronise between Ringover and Easiware.

  1. Call types: Manage and filter categories for inbound, outbound, or missed calls.
  2. Include recordings in call logs: Select which audio recordings (e.g., "All files") are attached to call logs.
  3. Phone numbers: View and manage connected phone lines or select specific numbers.
  4. SMS messaging numbers: Select and manage phone numbers designated for SMS messaging.
  5. Log internal calls: Toggle switch to automatically log internal team calls within easiware.
  6. Include Ringover summaries in call logs: Toggle switch to attach Ringover call summaries to call logs.
  7. Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the specific IVR scenario name to incoming call logs.
  8. Logs display language: Select the language used to display call log information (e.g., "en").
  1. IVR callback ticket tag: Specify the default tag applied to callback tickets created from IVR calls (e.g., callback_ringover).
  2. Create contact for calls: Choose when new contacts are automatically created during calls (e.g., "No contact page created").
  3. Create contact for SMS messages: Choose whether incoming/outgoing SMS messages trigger automatic contact creation (e.g., "None").
  4. Sync contacts on a call-by-call basis: Toggle switch to trigger contact synchronisation individually as each call occurs.
  5. Display contact's info during call and only store their info if call-by-call basis is activated: Toggle switch to show contact details on the dialler during calls while conditionally restricting data storage unless call-by-call sync is enabled.
  6. Tickets: Section to configure the ticket pipeline where calls, SMS, and WhatsApp messages will be logged via "Configure".
  7. Mapped fields: Select easiware fields to display in the Info section of the dialler via "Add or edit fields".
💡 All synchronised calls (including notes, tags, and recordings) and SMS messages are automatically recorded as requests in Easiware, giving your support team a complete customer interaction trail.

🎉 You now know how to set up the Easiware integration and can manage all your customer interactions and requests seamlessly!