This article discusses CallRail's in-app text messaging capabilities. CallRail's messaging center lets users view and send text messages from their created tracking numbers. You can also set up auto-replies to customer messages.
Messaging is included in your Call Tracking plan at no extra cost. Additional usage fees may apply beyond what is outlined in your Call Tracking plan and 10DLC costs.
Getting Started
- Your company must be 10DLC registered to enable and use messaging features. If you are not registered already, you will be prompted to do so in CallRail before using messaging. More information on 10DLC can be found here.
- CallRail's messaging feature is not currently available to Lead Center customers.
- Texting cannot be enabled for international or toll-free numbers.
- Text messages that include images or attachments (MMS) can be sent at a cost of $0.06/message. Attachments are limited 1 per message, with a size limit of 5 megabytes.
Enabling text messaging in CallRail
- Use the sidebar on the left-hand side to select Settings.
- You should be on the Numbers tab. If you are not, select it on the left side of your screen.
The Numbers page will have a column labeled Text Messaging. This column indicates whether a number has the feature enabled or disabled.
- Choose a number for which you want to use messaging, then select its pencil icon to edit its settings.
- In the Advanced Options box, select the pencil icon to edit.
- Use the checkbox to enable text messaging for this phone number.
- Save your changes.
Set up an auto-reply
Once you have enabled text messaging, you can set up an auto-reply for incoming messages. Simply select the checkbox next to Enable auto-reply. CallRail creates a default message for you, but you can change this at any time by typing a new message in the box.
If your auto-reply is the first text to a customer and we don't see any opt-out language in the message, CallRail will add "Reply STOP to opt-out." to the end of their message. The keywords we check for are:
- STOP
- CANCEL
- UNSUBSCRIBE
- QUIT
- or END.
Please note:
- You can create an auto-reply without enabling text messaging, but you must enable texting to save your changes.
- Your company must be 10DLC registered to enable and use auto-replies.
- Auto replies cannot be enabled for international or toll-free numbers.
Your Messaging inbox
All conversations using Messaging will be displayed in your inbox. Unread conversations will have a red badge next to them.
- A change in read/unread status is done at the conversation level. CallRail does not maintain read/unread statuses for threads within a conversation.
- Marking a conversation as read/unread is a user-specific status. If you mark a conversation as read, it will still be unread for another user. Alternatively, if you mark a conversation as unread, it will be read for another user.
- Responses from a user to a customer will mark the conversation as read for all users in that company. A reply from a lead to a conversation will mark the conversation as unread to all users in the company.
- Read/unread status is maintained across sessions. If you log out of CallRail, you should see the same state for that conversation (unless one of the conditions above has happened) when you log back in.