Text Messaging Basics

Start conversations and respond to incoming text messages to your CallRail tracking numbers from your desktop using Lead Center or CallRail's mobile app. When you send a text message from CallRail’s interface, from the recipient’s perspective, it’s just like you texted them directly from your phone— except your tracking number will show on their caller ID.

You’re able to use any local tracking number to send and receive text messages from Lead Center. You can also review any previous correspondence you (or someone else from your team) had with a customer in Lead Center.

 

 

Getting Started

Text messaging takes place in Lead Center or the mobile app. Instead of being forwarded to your destination number, you can use CallRail's mobile app to send and receive text messages from your tracking numbers or Lead Center to respond directly from your desktop.

How to respond to text messages via the CallRail mobile app.
Learn more about Lead Center, our desktop feature.

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 will exist 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 message analytics in CallRail.

Create and Send a New Text Message 

Follow these instructions for each text message you’d like to send from your desktop.

This feature requires the Lead Center add-on for your account.

  1. Choose the company whose tracking number you’d like to use to send a text.

  2. Click Lead Center at the bottom-left of the page.

  3. Select the Texts tab at the top-left of the Lead Center page.

  4. To start a new conversation, click the Send a Text Message icon at the bottom-left of the page.

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  5. Once you’ve entered your message or applied a quick text, click Send.

View and Respond to a Text Message 

Use these instructions to respond to a text message from your desktop.

This feature requires Lead Center as an add-on for your account.

  1. Choose the company whose tracking number you’d like to use to send a text.

  2. Click Lead Center at the bottom-left of the page.

  3. Select the Texts tab at the top-left of the Lead Center page.

  4. Any existing conversation will appear on the left side of your screen under Inbox. Conversations marked with Agent were last answered by an agent.

    Any text message sent that has not received a response can be viewed under the All tab.

    Screen_Shot_2019-08-27_at_2.20.22_PM.png

    Choose a conversation to read or respond to by clicking on the message.

  5. Type your message to your customer on the left side of the page. Once you’ve completed your message, click Send. You can also click the arrow for the Send & Archive option to move your conversation from the “Inbox” to “All” portion of your messages.

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Activate Text Messaging for Multiple Numbers

The Bulk Edit options in CallRail allow account administrators to activate Text Messaging for multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

  1. Click the account drop-down at the top of the page, then click Manage Account.

  2. Select your Active Numbers from the Numbers list in the left menu.

  3. Select the numbers you'd like to bulk edit.

  4. Select the Bulk Actions button at the top right of the page.

  5. Select Text Messaging, then click Next.

  6. Choose a Text Messaging preference for all of your selected numbers. Select Activate text messaging to enable text messaging features for all of your selected numbers. Or, select Disable text messaging to turn off text messaging features for all of your selected numbers.

  7. Click Save Changes

FAQs

Can I send a text message in bulk to multiple numbers?

It's not possible to send a single message to more than one recipient. If you'd like to send the same text message to more than one person, we recommend creating that message as a Quick Text and sending the Quick Text to every number you're looking to message.

For more information on Quick Texts, read this help article.

Can I send a text message using CallRail's API?

Absolutely! Check out our API documentation to learn more about using CallRail's API for text messaging.

CallRail's API Docs

Which kind of tracking numbers can send and receive text messages?

Only local U.S. and Canadian tracking numbers can send and receive text messages; toll-free tracking numbers are unable to send and receive text messages at this time.

Can I forward text messages sent to my tracking numbers to another device?

No. Text messages to your tracking numbers can only be accessed inside of the CallRail application. You can access your text messages from a mobile device by downloading the CallRail mobile app.