Text Messaging Basics

Start conversations and respond to incoming messages using your CallRail tracking numbers. 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.

  • View your text analytics
  • Create and send a new text message 
  • Activate text messaging for multiple numbers

Getting Started

All text message interactions take place in Lead Center. 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.

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 Message

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

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

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

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  3. Select the Texts tab. 

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  4. Click Send a Text Message to start a new conversation.

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  5. Select the tracking number you’d like to use as the caller ID in the From menu, then enter the phone number you’d like to text.

    Screen_Shot_2017-08-22_at_11.00.19_AM.png

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

    Screen_Shot_2017-08-22_at_11.01.34_AM.png

View and Respond to a Message

Each company in your account has its own Text tab in Lead Center. Use these instructions to view text message conversations within a specific company.

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

      company_drop.png

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

      screenshot_1277.png

    3. Select the Texts tab.

      screenshot_1312.png

    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.      

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

      screenshot_1313.png

    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.

      screenshot_1314.png

 

 

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.

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

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

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

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        5. Select Text Messaging, then click Next.

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        6. Choose a Text Messaging preference for all of your selected numbers.

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          • Select Activate text messaging to enable text messaging features for all of your selected numbers.
          • Select Disable text messaging to turn off text messaging features for all of your selected numbers.

        7. Click Save Changes

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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.

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