An update has been made to this integration. To avoid disruption, you will need to re-authorize the connection in CallRail. Use the steps outlined below to complete the re-authorization. Please note: All customers using this integration must complete this step.
Overview
Jobber is a home services management solution. When you use CallRail's integration with Jobber, you can see all of your leads in a single dashboard, along with the marketing sources that generated those leads, and connect those marketing sources and keywords to actual jobs that drive revenue for your business.
The integration is bidirectional. CallRail sends your call data into Jobber, and CallRail can also read client information from Jobber, so your Voice Assist agent recognizes callers during a call. With scheduling enabled, your Voice Assist agent can also book appointments directly into your Jobber calendar while it is on a call, so callers no longer have to be transferred or call back to schedule.
Before you begin
To use this integration, you must be on a Jobber Connect plan or higher. If you are on a Core plan, you won't have access to it.
You'll need one unique Jobber user login for each integration you want to authorize in CallRail. We recommend logging out of Jobber completely before authorizing the integration to ensure you're logging in with the correct account.
The scheduling feature has a few additional requirements:
- Voice Assist must be active on your account, since scheduling happens through your Voice Assist agent during a call.
- You must first connect Jobber and enable the option to Pull Jobber CRM data into CallRail, as scheduling builds on the bidirectional connection.
- Online booking must be enabled in your Jobber account. If booking is turned off in Jobber, the scheduling options in CallRail will be unavailable.
- Enabling scheduling requires new permissions, so you will be prompted to re-authenticate your Jobber connection when you turn it on.
Integrating with Jobber
CallRail's integration with Jobber is at the company level in your account. Follow these instructions for each company you'd like to integrate with Jobber.
- Select the Integrations icon on the left navigation bar.
- Select Jobber from the list of integrations.
- Choose the company where you'd like to set up this integration.
- Select Authorize. This will redirect you to Jobber's website, where you will be asked to authorize CallRail to send data to your account.
- Choose Allow to authorize CallRail's access.
- Once you complete the authorization, the integration will be active in CallRail.
Voice Assist and Jobber
An additional toggle can be enabled to have your Jobber account readable by CallRail's Voice Assist agent. If enabled, this toggle will allow Voice Assist to match information from Jobber with the person calling, such as the phone number associated with a Client. If there is a match, your Voice Assist agent will use the Client information during a call (for example, identifying the caller by name without being prompted).
This toggle can be found by navigating to the Integrations page in CallRail, then selecting Jobber.
Please note: enabling this portion of the integration will require you to re-authenticate your Jobber connection using the steps above.
Voice Assist and Jobber's bidirectional integration
To enable Voice Assist's ability to pull data from your Jobber account, navigate to your Jobber integration page and toggle on the option to Pull Jobber CRM data into CallRail. This option will be toggled off by default.
When Voice Assist finds a match in the connected Jobber account, the agent will greet the caller by name and note that it has their information on file. If the caller states that the name is incorrect, Voice Assist will instead ask the caller for their information. This prevents situations where multiple people are calling from the same shared phone number. When asking the caller for their contact information, Voice Assist will first ask the caller if the information from Jobber is correct (for example: "I have your email as john.smith@callrail.com. Is that still correct?"). Post-call, calls where Voice Assist found a CRM record will be tagged with "Voice Assist - CRM match" to indicate that the agent attempted to use this data during the call.
The following data can be viewed by Voice Assist:
- whether the caller is an existing customer or not
- city
- country
- contact owner
- date of first engagement
- description of the first engagement
- first name
- last name
- phone number(s)
- message
- postal code
- record source
- state/region code
- time zone
- street address
Scheduling appointments with Jobber
When scheduling is enabled, your Voice Assist agent can book appointments directly into your Jobber calendar during a call. When a caller asks to book an appointment, the agent finds an available time based on the event types and bookable hours you have set up, confirms the date and time with the caller, and creates the appointment in Jobber. You can view the booked appointment in Jobber alongside your other scheduled work.
Setting up scheduling
Before you begin, confirm that online booking is enabled in your Jobber account and that you have already enabled Pull Jobber CRM data into CallRail. Then complete the following steps on your Jobber integration page in CallRail.
- Select the Integrations icon on the left navigation bar, then select Jobber.
- Choose the company where you'd like to enable scheduling.
- Toggle on the option to Enable appointment scheduling. This option is turned off by default.
- When prompted, select Authorize and then Allow to re-authenticate your Jobber connection. This grants the additional permissions scheduling requires.
- Select the calendar you want appointments booked to. For Jobber, each calendar option represents a team member in your Jobber account.
- Create your event types. An event type defines the kind of appointment your agent can book, including its name, duration, and location. You can create more than one event type.
- Set your bookable hours. These are the hours during which your agent will look for availability when booking an appointment.
- (Optional) Enable the option to allow customers to cancel a booked appointment.
Once you save your settings, your Voice Assist agent can begin booking appointments during calls.
Canceling and rescheduling appointments
Jobber scheduling follows the same pattern as CallRail's Google Calendar and Calendly scheduling, so appointments can be canceled and rescheduled. A reschedule works by canceling the existing appointment and creating a new booking in its place.
Seeing CallRail data in Jobber
For this integration, we will create the following:
Clients: Once the call starts, we'll attempt to match inbound phone calls with existing Clients in your Jobber account using any phone number(s) associated with the Client. If we don't find a match, CallRail will create a new Client with the same name and phone number. For each Client, we'll add the marketing source, medium, campaign, and keywords.
Requests: for each Client we'll create a Request with all the information about the Client's interactions with your business. For each additional call from the same Client, we'll update the same request. Archived or converted calls will not be updated.
How CallRail sends data to Jobber
For each call, CallRail will send the following data:
-
Client information
- Name
- City
- State
- Country
- Lead status
- Source
- Medium
- Campaign
- Timeline URL
-
Request information
- Start time
- Call summary
- Call type
- First call (Y/N)
- Answered (Y/N)
- Tracking number name
- Tracking number
- Call recording link
Deactivating the Jobber integration
Deactivating a company's Jobber integration will prevent your call data from reporting to your Jobber account. We'll keep your integration credentials saved in case you'd like to reactivate your integration in the future.
- Select the Integrations icon on the left navigation bar.
- Select Jobber from the list of integrations.
- Choose the company whose integration you'd like to deactivate.
- Select Deactivate Integration on the right side of the page.
Frequently asked questions
Why am I seeing duplicate clients or requests?
Our integration works by searching for an existing client and requesting an update with our information when the call starts. If this is a new caller, we'll create a new client with the available caller ID information. To avoid duplicates, allow the client to be created or updated before manually updating a client or creating a new one.
Can I send my texts or form submissions to Jobber?
CallRail's integration with Jobber only sends call data. Text messages and form submissions won't report to Jobber.
Do I need to do anything for my Voice Assist agent to book appointments?
Yes. You must enable scheduling on your Jobber integration page, re-authenticate your Jobber connection, choose a calendar, and create at least one event type with bookable hours. Until scheduling is set up, your Voice Assist agent will not offer to book appointments.