Unified Inbox

Inbox brings every call, text message, and form submission from a lead into one live view, so you can follow up faster and never lose track of who still needs a response. Each lead's activity is grouped together with the marketing source that brought them in, so you have the full picture before you reply. Inbox is a separate page in CallRail and does not replace your Call Log or Messaging page.

Before You Begin

• Inbox is included for all CallRail customers at no additional cost.
• With Premium Conversation Intelligence (PCI): Customers receive Priority Sort to rank leads by urgency, scannable call subject lines, and individual lead scores.
• Without PCI: Accounts display leads in Most Recent order.
• Confirm all your call forwarding settings are correct. As with other CallRail features, calls made to an individual will not ring unless the call flow or tracking number forwards to the correct number.
• To answer and return calls in inbox, your web browser needs permission to use your microphone. Use Google Chrome or Microsoft Edge, and turn on browser notifications to be alerted to incoming calls.
• Only Admins, Managers, and inbox Users can use inbox. Inbox Users cannot access Lead Center.
• Inbox shows activity from the time Inbox is turned on for your account. Calls, texts, and forms that came in before then do not appear in inbox, but they remain in your Call Log.

What You See in Inbox

Inbox groups all activity from one person into a single lead. Leads are organized into three tabs:

• Open: Leads that still need attention.
• Closed: Leads you have finished working on, marked as Closed Won, Closed Lost, or Not a Lead. You can reopen a closed lead if needed, or if the customer contacts you again it will automatically move to the open tab.
• Archived: Spam and wrong numbers. These are kept separate from the Closed tab, and you can reopen an archived lead if needed.

Inbox updates in real time. Calls appear as soon as they start ringing, so you can answer a call while it is still ringing. A lead is marked as read when anyone on your account replies. The name of the user who replied to the lead will also populate in the contact history.

Open Inbox

1. In CallRail, click Activities at the top of the home page.
2. Click the home icon under  Inbox. 
   1. This is the most direct way to access the inbox. The page is also accessible from Contacts, Voice Assist, Messaging, and the Call Logs page.
3. If your account has more than one company, click the company selector and choose the companies you want to see. You can select up to 10 companies at a time. When you select more than one, each lead shows its company name.

Choose How Leads Are Sorted

Inbox can sort leads two ways:

• Most Recent: Shows the lead who contacted you most recently first.
• Priority (PCI feature): Ranks leads by recency, how urgent the conversation sounds, and whether the person is a first-time caller. Urgency is based on keywords and tags from the call. Hover over a lead's color bar to see why it is ranked where it is. This priority sort is based on your company’s industry.

To change the sort order:

1. In inbox, find the sort control on the left side of the page.
2. Select Priority or Most Recent.

The Open tab does not reorder itself while you are looking at it. When a ranking changes, a refresh prompt appears so you can update the list when you are ready. The Closed tab always shows the most recently closed leads first.

Priority Sort is tuned for Healthcare, Home Services, Legal, and general businesses, based on the industry set for your company. It works when you are viewing one company, or several companies in the same industry. If you select companies from different industries, inbox will use a generic sort, but still using priority.

Set Your Company's Industry

Priority Sort uses your company's industry to rank leads. If an industry has not been set, CallRail cannot provide you with a customized sort order. Inbox displays a message with a link to your company details.

1. In inbox, click the link in the message about setting your industry.
2. On the company details page, select your Business type.
3. Click Save.

Work a Lead

1. In the Open tab, click a lead to open its details.
2. Review the lead's calls, texts, and forms, along with the marketing source, keywords, and tags for each one. Some details, such as keywords found in a call, load after you expand the lead.
3. To call the lead, click the phone number. To send a text, type your message in the text box and send it. You can attach images to your texts.
4. To label the lead, choose a status from the row or the lead's details.
5. When you are done with the lead, mark it as Closed Won, Closed Lost, or Not a Lead. 

To mark a lead as spam, use the spam option on the lead's call or text. The lead moves to the Archived tab and any other open items from that person are resolved. To bring a lead back, open it from the Closed or Archived tab and click Reopen.

Replying to a lead does not move the list around. When you call or text a lead already in your Open tab, the row updates with your new activity but stays in place.

Set Up Statuses

Statuses let you label where each lead stands in your own words, such as "Appointment Set." 

1. Enter a name for the status.
2. Click Save.

A new lead has no status until someone sets one.

Default statuses

We are including a set of default statuses by vertical to help you get started categorizing leads. Examples include: 

• Contacted
• Needs Follow-Up
• In Progress
• Closed / Won
• Closed / Lost

Add Inbox Users

The inbox User role is built for team members who only need to respond to leads. Inbox Users can use inbox, messaging, and calling. They cannot access reporting, analytics, billing, or Lead Center. Admins and Managers can already use inbox.

1. Click Settings, then Users.
2. Click Add User, or select an existing user to edit.
3. For Role, select Inbox User.
4. Click Save.

Inbox Users sign in directly to inbox.

Send Calls to Inbox

You can send incoming calls to an Inbox user so they can answer in their web browser. Calls ring in inbox regardless of whether the user is online. Inbox calling is separate from Lead Center, so the same call never rings in both places.

Forward calls from a tracking number

1. Go to the settings for the tracking number you want to change.
2. In the call forwarding settings, choose the user's inbox as the destination.
3. Click Save.

Add Inbox as a destination in Call Flow Builder

1. Open the call flow you want to edit in the Call Flow Builder.
2. Add a destination, then select the user's inbox.
3. Click Save.

Only Admins, Managers, and inbox Users appear as destination options.

Answer and return calls

1. When your browser asks to use your microphone, click Allow.
2. When a call rings, click the call in inbox to answer it.
3. To make a call, click the lead's phone number. Use the keypad to enter extensions or navigate phone menus.

Inbox does not support call transfers or call monitoring. If your account has a Canadian tracking number, you can use it to call a number only if that person has already contacted you.

How Inbox Handles Your Data

Priority Sort looks at keywords and tags that are already attached to a call to judge urgency. The content of text messages and form submissions is not used.

Troubleshooting

I can't hear or answer calls in Inbox

1. Make sure you are using Google Chrome or Microsoft Edge.
2. Check that your browser has permission to use your microphone. Allow it in your browser's site settings for CallRail.
3. Reload the page and try again.

I see an error when I try to call

• In-app calling is not configured for your user: Contact your account Admin or CallRail Support to confirm your user is set up for inbox calling.
• You're already on a call. End it before starting another: End your current call, then start the new one.
• Calling isn't supported in this browser. Try Chrome or Edge: Switch to Chrome or Edge.
• We couldn't start the call. Please try again: Try the call again. If the problem continues, contact CallRail Support.

I don't see Inbox

Confirm that you are signed in as an Admin, Manager, or inbox User. If you still do not see inbox, contact CallRail Support.

Frequently Asked Questions

Does inbox replace the Call Log?

No. Inbox is a separate page and the Call Log stays available. Use the Call Log for your full history and reporting, and use inbox to follow up with leads as they come in.

Does inbox cost extra?

No. Inbox is included for all customers. Priority Sort, subject lines, and lead score view require Premium Conversation Intelligence.

Why don't I see my older calls, texts, and forms?

Inbox starts tracking leads when it is turned on for your account. Earlier activity stays in your Call Log and other CallRail pages.

Does inbox include chat?

Not yet. Inbox currently includes calls, texts, and form submissions.

Why isn't a form showing when I filter by Forms?

Filters match each lead's most recent activity. If a person submitted a form and then sent a text, the lead appears under texts instead of forms.

Can inbox Users use Lead Center?

No. Inbox Users can only use inbox, messaging, and calling.

Why can't I use Priority Sort?

Priority Sort requires Premium Conversation Intelligence, and it is not available when you view companies from different industries together.

Can I search the contents of calls and texts in inbox?

Not at this time. You can search for leads using the existing lead search.