The New Lead Center

This article is about the new version of Lead Center. For information about our original Lead Center offering, check out these support articles

In August 2020, CallRail launched an all-new version of Lead Center, our lead management and communications system. Now, in addition to tracking your calls, texts, and forms, you’ll be able to place and receive phone calls and text messages — and manage leads — directly from CallRail.

Try the new Lead Center for free.

What is Lead Center?

Lead Center was designed with small businesses in mind, to help consolidate and organize your interactions with customers and prospects. It serves as a lead management system, unified communications hub, and virtual phone system — all rolled into one, easy-to-use tool.

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What's new about the new Lead Center?

Lead Center has been rebuilt from the ground up and will include the following features:

  1. Intuitive new design
  2. Ability to handle calls, texts, and form submissions in the same inbox
  3. New mobile app that integrates Lead Center with your smartphone
  4. Ability to set agent availability 
  5. Ability to assign agents to teams
  6. Call queues that put incoming calls in a line and then route them to agents as they become available 
  7. Call monitoring for administrators, including barge and whisper monitoring (premium feature)
  8. MMS texting capability for multimedia files
  9. Individual agent voicemail messages
  10. Warm and cold call transferring between agents (premium feature)
  11. Quick Texts, which allow agents to save time by keeping an archive of commonly used text messages that they can send to prospects and customers with the tap of a button. 
  12. Ability to mark calls as spam
  13. System-level dashboard view organized by team for quick insights (premium feature
  14. Unlimited softphone minutes (premium feature)

What's available now?

The following lists break down which features are available right now and which are coming soon. We'll update as new features become active.

 

Current feature Coming Soon

Place and receive calls and texts from your tracking numbers on your desktop computer.

X  

Ability to set outbound call recording to "on" by default

X  

Smart outbound caller ID, which automatically ensures you have the correct outbound ID depending on who you're calling

X  

Receive voicemails in a general mailbox or individual agent mailboxes.

 X  

Qualify and tag interactions in real-time.

 

View customer's detailed interaction history.

 

SMS texting, including texts of more than 140 characters

X  

Call monitoring

 X  

Group agents into teams.

 X  

Service-level dashboard organized by team for real-time insights

X  

Seamlessly integrate Lead Center with your mobile device.

 

X

 

MMS texting

 

Quick Texts

X  

Create caller queues and customized call flows to route inbound callers.

 X  

Cold transfers

X  

Warm transfers

 

View touchpoint and attribution data in real-time.

 X  

Handle form submissions in the same inbox as your phone leads.

X  

Inbox filters to sort your recent activity

  X

Live chat

  X