Migrating from Lead Center to CallRail Messaging & Dialers

In this article, we will explain how to use CallRail messaging while having Lead Center still enabled on your account. We will also show the differences between these products and what new features you can look forward to when making the switch. Messaging is billed as part of your base Call Tracking plan, with 25 messages included. Additional messages are just 3 cents each. 

How to transition from Lead Center to CallRail Messaging

Step One: Make changes to your tracking numbers and Call Flows

In order to avoid disruption of service, we advise editing any Call Flows to no longer route to Lead Center agents or queues. Once you officially remove Lead Center from your account (as detailed later), these steps will no longer be available.

Please note: If you do not follow this step, all calls will be forwarded to your company’s primary phone number.

To edit your Call Flows:

1. Select the Settings icon on the left navigation bar.
2. Choose the company where you’d like to edit a call flow.
3. Select Workflow at the top of the page.
4. Choose the call flow you’d like to edit and select the pencil icon to the right.

From here, you will need to change the steps that involve transferring a call to a Lead Center agent or team. For example, a Dial step can instead forward calls to a Number of your choice.

Once your Call Flows have been updated, confirm they are assigned to your tracking numbers:

1. Select the Settings icon on the left navigation bar.
2. Choose the company where you'd like to assign a call flow to a tracking number.
3. Select the number you want to make changes to, then select the pencil icon next to Number options.
4. Choose the call flow you want to assign to a tracking number in the Forward Calls To column. 

Step Two: Start using CallRail Messaging

CallRail’s messaging product is a robust inbound/outbound text messaging platform. From your unified inbox, you can:

• Use message flows to send automated responses to inbound messages to your trackers 
• Set message flow responses based on day and time
• Mark inbound messages as read and unread
• Mark inbound messages as spam to hide them from your inbox, but maintain them in the text log
• Block numbers from sending any further inbound messages to your trackers

Any users with Agent status in Lead Center will maintain their Agent status and have access to messaging.

To compose a new message:

1. Select a number to send a message to and a CallRail tracking number from which to send messages.
2. Compose your message in the Type a message... box.
3. Select Send.

To respond to a text message:

1. Select it from your inbox. The conversation thread will open in the middle of the screen.
2. Type your message into the box labeled Type a message...
3. Select Send.

More information on text messaging in CallRail can be found here. 

Step Three: Use CallRail’s outbound dialer for phone calls

In addition to the messaging capabilities, all CallRail users (agents included) can make outbound calls, either from the Call Log or the CallRail mobile app. For many customers who do not need a dedicated softphone platform, the outbound dialer could be a good fit. The dialer will first call your phone to establish a connection, then send a call to your contact or lead. The person receiving the call will see their assigned CallRail tracking number, not your actual phone number.

Calling from your CallRail account

Outbound calls can be made at any time by selecting the +Create button on the left side of the screen. From here, select New Call. In the pop-up that follows, you simply need to enter the number you want to call, your phone number, and the tracking number you want the call to come from. From here, CallRail will call you first (in order to connect with the tracking number), then make the outbound call.

If you are already viewing a lead’s Call Log, you can place a call from there, as well.

1. Select a contact’s Timeline.
2. In the contact’s information box, select Call. If you want 
3. Enter your phone number into the box, and choose whether or not to record the call by toggling that option on or off.
4. Select Begin call. You'll then receive a call that prompts you to press 1 to connect to your caller. 
5. Select 1 at the prompt to call your customer.

The customer will see the CallRail tracking number in the incoming call.

Calling from your CallRail mobile app

1. Tap the + button at the bottom-right of your app.
2. Enter your device's phone number. 
3. Enter the customer's phone number at the top of the screen.
4. Tap on Select a Caller ID to choose the tracking number you would like to dial out from; the customer will see this tracking number instead of your mobile device. 
5. Confirm your details and indicate whether you'd like to record your outbound call. 
6. Tap Place Call to dial your customer. You'll then receive a call that prompts you to press 1 to connect to your caller. Select 1 at the prompt to call your customer.

Step Four: Remove Lead Center from your CallRail plan

Once you are familiar with the messaging interface and have updated all of your workflows, you can remove Lead Center from your CallRail plan.

1. Click the Account icon in the top left to open the My Account panel, then click Account Settings.
2. Choose Billing from the Manage header on the left.
3. Click the Manage Plan button above the plan and payments selections section.
4. Under the Lead Center icon, select No Plan.
5. Select the blue buttons in the bottom right (Add-ons > Review > Finish) to complete the changes.

This change will be made immediately in your account, and the Lead Center icon on your home screen will be removed.

Please note: If you are using the Lead Center mobile application, you will need to download the main CallRail mobile app. More information can be found here.

Frequently Asked Questions

Will my Lead Center conversations be visible in Messaging?

Yes, messages sent and received through Lead Center and the Lead Center mobile app will be visible in messaging and the new CallRail mobile app (and vice versa), as well as CallRail’s text conversations log.

Does removing Lead Center affect my CallRail account data?

No, all existing data will remain stored and encrypted in CallRail. The only change is that instead of access to Lead Center, you will have access to Messaging instead.

What happened to web chat?

Web Chat will no longer be available once Lead Center is removed from your CallRail plan. We recommend using our new click-to-contact features to direct customers to initiate chats via text messaging so they can take their conversations on the go. Learn more about click-to-contact here.

What happened to Forms?

For customers who have CallRail’s Forms, submissions will be available under the Activity Log.

What happened to Quick Texts?

All of your previously saved Quick Texts will be available in CallRail’s messaging as part of your base Call Tracking plan.

My agent needs to do X, Y, or Z. How do I let them do that?

You can change any user’s role in CallRail. Each role has differing access to product features: agents have the least, admins have the most. A full breakdown of access by user role can be found here.

What should I expect if I use white label?

If your agency utilizes the white label settings, you can expect a consistent experience in the messaging features of the base Call Tracking plan.