Adding Agents to 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

Any CallRail user can be added to Lead Center as an agent. If the person you want to add as an agent is not yet a CallRail user, use this help doc instead to create them as a Lead Center Agent.

Adding Agents to Lead Center

Use these instructions to add a single Agent to Lead Center.

  1. Click the Account icon in the navigation bar at the top left of your screen, then click Users in the My Account panel.

  2. Find the user you want to add to Lead Center and click the pencil icon to edit user on the right side of the row.

  3. Scroll to the Agent Permissions card at the bottom of the page. Click the Enable Agent Permissions button. 

Adding Multiple Agents to Lead Center in Bulk

Use these instructions to add multiple Agents to Lead Center at the same time.

  1. Click the Account icon in the navigation bar at the top left of your screen, then click Account Settings.

  2. Find the link to Add or remove agents in the Lead Center plan card. 

    screenshot_3347.png

  3. Choose the company whose users you'd like to add as Lead Center Agents (if you have multiple companies set up in your CallRail account).

  4. Select or remove the Agents we should add to Lead Center, review your plan total, and click Finish to immediately update the selected Agents.

Adjusting Agent Settings

Use these instructions to edit Agent settings for one user at a time.

  1. Click the Account icon in the navigation bar at the top left of your screen, then click Users in the My Account panel.

  2. Find the user whose settings you would like to adjust and click the pencil icon to edit user on the right side of the row.

  3. Scroll to the bottom of the page, to the section called Agent Permissions.

    Screen_Shot_2020-06-22_at_1.11.14_PM.png

  4. Here you can give an agent the ability to monitor calls in Lead Center, set up their agent voicemail, and edit their chat display name.

Setting Up Agent Voicemail

Lead Center allows you to set up voicemails for individual agents. Calls will go to an agent's individual voicemail when a call flow is configured to ring that agent's phone.

  1. Click the Account icon in the navigation bar at the top left of your screen, then click Users in the My Account panel.

  2. Find the user whose voicemail you want to edit and click the pencil icon on the right side of the row.

  3. Scroll to the bottom of the page, to the section called Agent Permissions.

  4. Check the box next to "Use agent's virtual mailbox."

  5. To set the message people will hear when they reach your voicemail, you have two options:
    1. Create a voice recording
    2. Type a message that will be read by an automated voice.

  6. To use an automated message, select the Read Message tab and type your outbound message in the box.

  7. To use a recording, click the Play Recording tab, then click Choose Recording.

  8. You can choose an existing audio file that has already been uploaded to CallRail, upload an audio file from your computer, or create a new recording to use as your voicemail message. Click Choose Recording.

  9. Click Save User.

Remove Agents from Lead Center

  1. Click the Account icon in the navigation bar at the top left of your screen, then click Users in the My Account panel.

  2. Find the user you want to remove from Lead Center and click the pencil icon to edit user on the right side of the row.

  3. Scroll to the Agent Permissions card at the bottom of the page. Click the Disable Agent Permissions button on the right.