Text Message Analytics

Keep track of all of the texts you send and receive using your CallRail tracking numbers. Text message analytics allow you to monitor the volume of text messages going in and out of your business and provides important information about the customers who are reaching out to you every day.  

Getting Started

A text "conversation" is CallRail's method of grouping and displaying data. A conversation is defined as any one-to-one chat conversation over a 24 period between 12 AM and 11:59 PM. Each day's conversation exists separately from one another. The customer continues to see your text messages on their mobile device as a continuous conversation.

Only local U.S. and Canadian tracking numbers are able to send and receive text messages.

Learn more about text messaging inside of CallRail.

Text Analytics

You can access each of your text message conversations from your Conversations dashboard. Here, you'll gain an overview of your text volume, as well as find a link to your full timeline.

  1. Click Analytics in the navigation bar on the left, then click Activity at the top of the page.

  2. Select Text Conversations within Texts on the menu to the left.

  3. At the top of the page, your graph displays your text message volume for the selected date range.

  4. Beneath the graph is your conversation log that includes details about the customer you're having a text conversation with.

  5. Click the Timeline icon on the far right of a specific call on the log to be taken to your full timeline featuring calls and text conversations.

    Timeline.png

  6. Click the Export button below and to the right of the graph to print or export your text activity log as a CSV file.

Text Attribution in the Timeline

The caller timeline features your text conversations and phone interactions in one cohesive place. Inside the timeline, you can read every text conversation you had with a customer within the context of each call they've made to your business. You can also see the frequency of text messages sent between customer and agent. 

  1. Click Analytics in the navigation bar on the left, then click Activity at the top of the page.

  2. Click the Timeline icon on the far right of the row of the caller whose timeline you'd like to see.

    Timeline.png

  3. Text conversations will appear in context with your full call history.

  4. The Text Message Frequency Graph shows the volume of text messages sent each hour by both the customer and agent.

Score Text Messages as Qualified Leads

Score leads from text message conversations as qualified leads from your text activity dashboard, Lead Center, or individual customer timelines.

  1. Click Analytics in the navigation bar on the left, then click Activity at the top of the page. 

  2. Select Text Conversations within Texts on the menu to the left.

  3. Find the Qualified column towards the right side of your activity log, and press the icon. 

  4. Select the thumbs up icon to score the text conversation as a qualified lead, or click the crossed out thumb to indicate the text conversation was not a lead.

  5. You can also score text conversations in Lead Center and individual customer timelines in the Qualified section.