Getting started with Convert Assist

CallRail’s Convert Assist product leverages our artificial intelligence technology to lower response times and improve lead-to-sale conversion. With Convert Assist, users get next steps, follow-up messaging, and coaching on every lead with a recorded call in CallRail. Content for Convert Assist is generated automatically after the call is completed and can be accessed within moments after the call ends.

Getting Started

Before accessing Convert Assist data, make sure your call recording and AI features are enabled. While call recording must be enabled manually, AI features are turned on by default. You can manage AI features for your company (or companies) at any time by navigating to Settings -> Workflows -> AI features. Learn more about AI feature setup here.

Call recording is enabled per tracking number during number and number pool setup, and instructions to check and adjust recording settings can be found here.

Where to find Convert Assist

  1. Navigate to the lead’s Timeline.
  2. Once in the timeline, locate a recorded call.
  3. Select Convert Assist. A side panel will appear on the right.
  4. The Convert Assist features are displayed in this side panel. From this panel, you can select from the three features: Action plan, Smart follow-up, or Coaching.

The top of the Convert Assist panel will show the current insights for the most recent interaction with a contact. Previous interactions can be viewed below as collapsable menus.

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Convert Assist information is also available via webhooks:

Webhook key Webhook description
person_resource_id Unique identifier for the person associated with the interaction.
last_interaction_resource_id Unique identifier for the last interaction.
last_interaction_type Type of the last interaction (e.g., text, call).
answers The AI-generated answers for each of the Convert Assist prompts.

interaction_count The number of interactions processed.
timestamp The timestamp of when the interaction was processed.

Action plan

CallRail can provide easy-to-understand next steps as a custom action plan. This plan takes into account all prior calls with your business. As the relationship between your company and your lead grows, the action plan adapts with it.

Smart Follow-Up

Generate a near-immediate response to your lead using a smart follow-up. This feature reads your call transcripts, forms, and chats to create a ready-to-send email or call-back message. Drafting this content in near real-time improves your re-engagement speed.

Coaching

By reading a lead’s call data, Convert Assist provides instant coaching to an agent, tailored to the lead’s buyer journey. Each conversation is taken into account, and feedback will change as the lead-to-conversion cycle continues. All coaching is saved, meaning a new agent can catch up on a lead if they are sent it.

Troubleshooting Convert Assist

  • In order for Convert Assist to function, call recording must be enabled for both inbound and outbound calls. For more information on call recording, please refer to this article.
  • Convert Assist does not consume language sent via text messages or chat. All generations are created using recorded phone calls.
  • At this time, Convert Assist generation is not available on CallRail’s mobile app.
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