AI Coaching on RingCentral: Koachly Guide

AI Sales Coaching on RingCentral: What You Need to Know

AI sales coaching on RingCentral calls is available to any team that uses the RingCentral web app in Chrome or Edge. Koachly's browser extension detects when a call is active on the RingCentral tab, reads the live audio stream, and displays coaching suggestions in a panel beside the call interface. Setup takes under ten minutes and requires no changes to your RingCentral account settings.

This guide covers the extension install, how RingCentral platform detection works, and what coaching tips look like during a live call. For a broader introduction to Koachly's approach to live coaching, visit the live coaching feature page.

RingCentral Web App vs Desktop App

Koachly reads audio from browser tabs. If your team uses the RingCentral desktop application, the extension cannot access the audio stream. To use Koachly, reps need to make calls through the RingCentral web app at app.ringcentral.com in Chrome or Edge. This is a one-time change: call history, contacts and voicemail all remain available in the web version.

Some RingCentral plans route calls through the browser automatically, while others default to the desktop app. If you are unsure which your team is using, ask a rep to open app.ringcentral.com, sign in, and start a test call. If audio plays through the browser and not through the desktop app, you are ready to proceed with Koachly setup.

RingCentral's own AI features, such as transcription and post-call summaries included in higher-tier plans, run independently of Koachly. You do not need to disable them; both can operate at the same time in the same tab without conflict.

Installing Koachly and Connecting Your Account

Add the Koachly extension from the Chrome Web Store or Edge Add-ons, then click the icon in your browser toolbar and log in with your Koachly account. The extension checks open tabs for supported calling platforms and flags the RingCentral tab immediately. A coloured status indicator on the icon confirms the platform has been recognised.

When the first call starts, your browser will prompt for permission to read audio from the RingCentral tab. Click Allow. This is a one-time request; the permission carries forward to future sessions unless you revoke it manually. Koachly does not capture microphone audio directly, does not access other tabs, and does not store audio after the call ends.

Key insight: Providing coaching during the call, rather than reviewing recordings afterwards, means reps can correct technique in real time. Teams that add in-call coaching typically see measurable improvement in call quality within three to four weeks, not over a full quarter.

What Coaching Looks Like on a RingCentral Call

Once a call begins on RingCentral, the Koachly coaching panel opens automatically. It sits to the side of the call window and updates as the conversation progresses. Tips are short, specific and context-aware: if a prospect expresses doubt about the price, the panel may offer a reframe based on value; if the rep is dominating the conversation, the panel will flag the imbalance so they can ask a question and invite the prospect to speak.

The panel is designed to be unobtrusive. Reps can glance at it without breaking their flow. Tips do not auto-scroll or flash; they remain visible until the context shifts and a more relevant cue replaces them. Reps can also collapse the panel entirely if they prefer a clean screen for a particular call.

For teams running structured methodologies such as MEDDIC or SPIN, Koachly can prompt for specific qualification questions when they have not been asked by a certain point in the call. The MEDDIC qualification guide explains how to map those questions to your coaching setup.

Reviewing Call Scores After RingCentral Sessions

Each call scored by Koachly generates a summary in the dashboard within seconds of the call ending. The score covers multiple dimensions: questioning approach, how objections were handled, the talk-to-listen ratio, and whether the rep confirmed a clear next step before hanging up. Managers can view scores across the full team from a single screen without pulling RingCentral call logs or listening to recordings. Details on what each score dimension measures are on the call score feature page.

The scoring view also shows when each coaching tip fired and how the conversation shifted afterwards. This is practical input for one-to-ones: rather than saying "you need to ask better questions," a manager can point to the moment where a qualification question was missing and what was said instead. For a structured approach to weekly coaching conversations, the manager one-to-ones guide has a repeatable template.

Solving Common RingCentral Setup Problems

The most frequent issue is the Koachly panel not appearing when a call starts. In almost every case, the call is routing through the RingCentral desktop application rather than the browser. Open app.ringcentral.com, make a call there, and the extension will detect it. Desktop app calls are outside the browser audio model and cannot be accessed by any browser extension.

If the panel opens but coaching tips do not appear, the audio permission may not have been granted. Navigate to chrome://extensions, find Koachly, and check that Site Access or Allow Audio is enabled. Refresh the RingCentral tab after granting permission, then start a fresh call to confirm the fix. For persistent problems, the Help section inside your Koachly dashboard connects you to the support team. For a full picture of which platforms Koachly supports, see the live coaching overview.