Slack Integration

Receive notifications in the Slack channel of your choice when calls, texts, and form submissions are received by your tracking numbers. Get daily performance summaries and alerts when something needs your attention. And respond to texts directly from Slack. CallRail's Slack integration makes it easy to keep up with your call tracking.

CallRail's Slack integration is now powered by an app! The app is automatically added to Slack as part of the process of activating your integration. 

Use this article to learn how to:

  • Integrate CallRail with Slack
  • Change which notifications you receive in Slack
  • Move a company to a different slack channel
  • Remove a company from a slack channel
  • Use different types of notifications and alerts
  • Disable Slack integration

Getting Started

To active your Slack integration:

  • You need an active Slack channel for receiving CallRail notifications. Either choose an existing channel or create a new one before activating the integration.
  • Ensure you have an up-to-date version of the Slack integration. If you have an Essentials plan or higher and are already using the Slack integration, make sure you have upgraded to the newest version by accessing the Slack integration controls under the "Settings" tab in your account.

Integrating with Slack

CallRail integrates with Slack on the company level. Follow the instructions below for each company you'd like to integrate with Slack.

  1. Log in to CallRail and access the relevant account.

  2. Click the Settings tab at the top of the page.

  3. In the dropdown menu on the right side of the page, choose the company you'd like to integrate with Slack.

  4. Scroll down the page until you find Slack on the integration list and click Activate.

  5. Choose the types of notifications you'd like to receive by clicking the tick boxes. If activating text messages, choose whether you'd like the ability to respond to texts directly from Slack. Then click Activate. (Please note, anyone with access to the Slack channel will be able to respond to texts from Slack if this option is activated.) 

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  6. Sign in to your Slack workplace if you aren't already. If you are signed in to more than one Slack workplace, select the appropriate one from the dropdown menu in the top right corner on the page.

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  7. Next, select the channel you'd like to use from the drop-down menu. Then click Authorize.

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  8. Access your Slack app and check the channel you selected. When you receive a welcome message and summary, your integration is active.

Changing Notification Settings, including Text Responding

Use the following steps to enable or disable notifications for calls, text messages, and form submissions for each company. Daily insights and real-time alerts cannot be turned off.

  1. Log in to your account. For users with multiple accounts, choose the appropriate account from Account Center.

  2. Select Settings at the top of the screen.

  3. Choose the company where you'd like to change the settings from the dropdown menu.

  4. Scroll down the page until you find Slack on the integration list and click Configure.

  5. Choose the types of notifications you'd like to receive by checking or unchecking the tick boxes. You can also choose to enable or disable the ability to respond to texts directly from Slack. Then click Update. (Please note, anyone with access to the Slack channel will be able to respond to texts from Slack if this option is activated.)

    Slack___CallRail.png

Moving a Company to a Different Slack Channel

Slash commands are pre-set commands used in Slack. A user types a slash command into the message box to prompt Slack to provide information or take an action. CallRail's integration uses slash commands to move companies from one channel to another.

  1. Select the Slack channel where you are currently receiving notifications about the company you want to move.

    Screen_Shot_2019-04-19_at_11.15.48_AM.png

  2. Type /callrail in the text box and hit enter. A message will appear with a dropdown box with options. Click the dropdown menu and select "Move company to a different channel."

  3. In the dropdown menus, select the company you'd like to move and the channel you'd like to move it to. Click Move.

    Screen_Shot_2019-04-19_at_11.26.30_AM.png

Removing a Company from a Slack Channel

Slash commands are pre-set commands used in Slack. A user types a slash command into the message box to prompt Slack to provide information or take an action. CallRail's integration uses slash commands to remove a company from a channel.

  1. Select the Slack channel where you are currently receiving notifications about the company you want to move.

    Screen_Shot_2019-04-19_at_11.15.48_AM.png

  2. Type /callrail in the text box and hit enter. A message will appear with a dropdown box with options. Click the dropdown menu and select "Remove company."

  3. In the dropdown menu, select the company you'd like to remove and click Move.

    Screen_Shot_2019-04-19_at_11.33.44_AM.png

 

Types of Notifications and Alerts

Each type of alert provides specific information and some allow for a related action. Check out the following alerts to learn how to best utilize your Slack integration.

  1. Daily performance summaries are sent every morning at 9:00 am and include analysis of your recent call tracking trends. You can provide feedback by clicking the Thumbs Up or Down at the bottom.

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  2. Real-time call notifications provide basic call information. Clicking Listen will take you to the CallRail app to listen to a recording of the call or voicemail. (Listen is only available if you have call recording turned on.)

    Screen_Shot_2019-04-17_at_1.58.46_PM.png

  3. Real-time text notifications provide basic message information and allow you to respond to texts directly in Slack by clicking Respond. (Please note, anyone with access to the Slack channel will be able to respond to texts from Slack if this option is activated. To turn responding off or on, access notification settings.)

    Screen_Shot_2019-04-17_at_2.08.11_PM.png
    Screen_Shot_2019-04-17_at_2.07.46_PM.png

  4. Real-time form submission notifications show what was entered in each field on the form.

    Screen_Shot_2019-04-17_at_2.15.25_PM.png

  5. Anomaly alerts let you know when something needs your attention, like if one of your tracking numbers stops receiving calls or if one of you integrations stops woking.

    Screen_Shot_2019-04-17_at_4.13.50_PM.png

  6. By selecting the Mute dropdown menu, you can choose to mute the alert for various periods of time.

    Screen_Shot_2019-04-17_at_4.16.11_PM.png

Disabling Slack Integration

Disabling a company's integration with Slack will stop notifications about that company appearing in your Slack channel. We'll keep your Slack credentials saved in case you'd like to re-activate your integration in the future.

  1. Click Settings at the top of the page.

  2. Choose the company whose integration you'd like to disable.

  3. Choose Slack from the list of integrations and click Configure.

  4. Select Disable Integration on the right side of the page.

  5. Click Disable to turn off your integration.

FAQ

Can members of my team who do not have CallRail receive notifications and respond to texts?

Anyone with access to the Slack channel where the notifications are sent can view the notifications. If text responding is enabled, anyone with access to the channel can also respond to texts directly from Slack. Any links that take you to the CallRail app, or related actions such as "View Details" or "Listen" to phone calls can only be performed by CallRail users.

How do I know which companies are sending notifications to a given channel?

Type /callrail list for a list of all companies in a given channel.

What slash commands are available with CallRail's integration?

Type /callrail to access this list.

The person who set up my Slack integration is no longer with the company. How do I reactivate the integration?

If your Slack integration suddenly stops working, the person who set it up the may have left the company. If this is the case, we will provide a notice message in Slack, on the company's Slack integration page, and via email to reactivate.

While anyone with access to the Slack channel may see the error message, only users with CallRail accounts can reactivate the integration.

I'm receiving double alerts. How do I fix it?

You may have an older version of Slack active at the same time as the current version. Contact Support to deactivate the older version.

What if the information I receive in Slack is incorrect or if I don't receive a notification when I should?

Double check that you have integrated with the correct company. Access the Integrations page for the company in question and scroll down to the Slack integration. If it says "Activate," you have not activated the integration for that company.

If the company is correct and the information is still incorrect, or you aren't receiving notifications when you should be, contact Support.

My Slack integration is activated but I don't receive daily summaries or alerts when something needs my attention, and I can't respond to texts directly from Slack. What gives?

You may need to update to the newest version of the Slack integration. Access the company Integration page under the "Settings" tab and scroll down until you reach the Slack integration.

If you are using the newest version of the Slack integration, contact Support

My Slack integration is activated but I don't receive call, text, and form submission notifications, only daily summaries and alerts when something needs my attention. What gives?

If your account is HIPAA compliant, you are unable to receive call, text, and form submission notifications, which may include patient information, such as name and phone number.

 

 

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