Users

This guide will show you how to manage users on a single account. Visit our Agency Tools documents for information on managing users across multiple accounts in your Account Center.

Users are specific persons or teams that you can add to your account to view and interact with your lead data. Each user type has different privileges, such as setting up integrations or creating tracking numbers.

Getting started

Before adding a new user to your account, decide which level of permissions they should have. Here's an overview of the permissions associated with each user type:

	Admin	Manager	Reporting	Agent
Receive and respond to notification and summary emails.
Access to review call recordings, reports, and Lead Center (requires Agent access).
Receive calls and place outbound calls from Lead Center (requires Agent access).
Ability to tag calls, make notes, and mark calls as qualified leads.
Access to set up and deactivate integrations.
Create and deactivate API keys.
View tracking numbers and call forwarding settings.
Create, edit, or deactivate tracking numbers, call forwarding settings, tags, and call flows.
Create or deactivate users of equal or lesser access.
Create and deactivate companies.
Activate and edit white label settings.
View invoices, update credit card information, or change pricing plans.
Access "Bulk Enablement" tools
Close an account
Manage blocked numbers
Create and edit Automation Rules

If you're using Lead Center, each of these user types has the option to become an Agent. If you need to create a new user who is also an Agent, we recommend using these instructions. If you need to see how to give an existing user Agent permissions, check out this help article instead.

Note: Manager-level users on white-labeled accounts can only edit integrations that do not mention CallRail's company name.

Add a user (administrators only)

Use these instructions if you're an administrator adding a user to your account. Once you’ve created them in your account, you can easily assign them to receive company summary emails, as well as call and text notification emails.

1. Select the Account icon in the top left to open the My Account panel, then select Users.
2. Select the Create User button.
3. You'll see a screen asking if you'd like this user to be a Lead Center Agent. To proceed, choose the answer that best fits your business use case.
4. Depending on your Agent selection on the first screen, you'll be asked to choose a user type. Use the table at the beginning of this article to see which permissions you'd like your new user to have, then select User Info.
5. Enter your new user's first name, last name, and email address. The email you enter here will be their login email address. To protect the security of everyone's login information, all users you invite to your account must use this email to set their own password. You won't be able to set a password for someone else. 
6. Select the companies the user can access, then select Review to move to the next step.
7. Review your user's information to confirm their login details and that any seat costs are correct (if you're using Lead Center). You can also write a message that we'll include in the email we send them to invite them to join your account if you'd like.
8. If you're adding an administrator to your account, you can use the checkbox to allow them to receive invoice emails. This step is optional. Once you're ready to move to the next step, select Send.
   
   
9. At this point, CallRail will email your new user, asking them to set their password. You can choose one of the suggested next steps or select Return to Users to close the pop-up. 
   

Promote a user

Any administrator can promote an existing user within an account. This will give the user more permissions and access to account information, depending upon the user type they're promoted to.

1. Select the Account icon in the top left to open the My Account panel, then select Users.
2. Find the user you'd like to promote. Select the Pencil icon, then select Edit User.
3. On the right side of the page, select which role to promote the user to, and select its corresponding Promote button.
   
4. A pop-up will appear explaining what this user will have access to once they're promoted. Once you've read and understood their permissions, select the first button to Promote.
5. If you're promoting a Notification user, they'll now have login access to your account. Select their invitation type so they'll have login access to the account, then select Promote User.

Invite a user to a new company

If you’ve created a new company in your account and want to give certain users access to it, you can invite them through that company’s user management page. Once you've invited them to the new company, they’ll be able to access it automatically without having to make any changes to their account. Only administrators are able to create new companies and invite users to them.

1. Select the Account icon in the top left, then select Account Settings.
   
2. Select All Companies from the left menu and then Active from the top of the list on the following page.
3. Find the company where you'd like to add a user. Select the Gear icon, then select Edit Users.
4. Select the link to invite an existing user from another company at the top of the page.
5. Select the + on the right side of the page for each user you’d like to add to your new company.

Delete a user

An administrator can remove any user from your account. Once a user has been deleted, they will no longer have access to the account, alerts, or emails configured for their username.

1. Select the Account icon in the top left, then select Users.
   
2. Select the Trash icon at the right of the user's row that you'd like to remove.
3. Select Delete to confirm you’d like to delete this user.

Please note that a user cannot be deleted if they are an agent associated with a Call Flow. 

FAQs

Can I demote a user?

No, you are unable to demote a user. However, you can delete the user and then add them back to your account as your preferred user type.

What happened to Notification Only users?

We deprecated Notification Only users in September 2020 in favor of email-only users. If you'd like for a colleague or coworker to receive notifications about calls and texts, use the instructions in this article instead and enter their email address. This allows your colleague to receive notifications without having login access to your CallRail account.

Can I resend an invite to a user I've added to my company?

Yes. Invites can be resent by navigating to the invitee in the Users screen and clicking Resend Invitation under the "Last Active" column.

I'm getting an error that says this user is already in CallRail's system. How can I fix this?

If you're trying to add a user whose email address is associated with another CallRail account, you have two options for remedying this:

1. If they do not need access to the other CallRail account: Ask the user to contact the admin for the account where their email address is currently being used, and request that their email address is deleted from that account.
2. If they need to retain access to the other CallRail account: Ask that user to request access to your account.