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.

LeadCenter.png

What's new about the new Lead Center?

Lead Center has been rebuilt from the ground up and will include the following features (some of which are still under development): 

  • Robust live chat capability*
  • Ability to handle form submissions and chat conversations in the same inbox as calls and texts*
  • Intuitive new design that’s a joy to use
  • New mobile app that integrates seamlessly with your smartphone*
  • Ability to assign agents to teams and manage agent availability 
  • Ability to create call queues that direct to teams
  • Call monitoring for administrators, including barge and whisper monitoring.
  • MMS texting capability for multimedia files
  • Individual agent voicemail messages
  • Warm and cold call transferring between agents
  • Quick Texts, which allow agents to save time by keeping a archive of commonly used text messages that they can send to prospects and customers with the tap of a button. 
  • Ability to mark calls as spam
  • System-level dashboard view organized by team for quick insights*

*These features are coming soon.

What's available now?

The New Lead Center is currently under development. 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  

Smart availability, for automatically setting agent availability

X  

Seamlessly integrate Lead Center with your mobile device.

 

X

(Early-version mobile app is available for testing.) 

 

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 and chat conversations in the same inbox as your phone leads.

   X

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

  X