Sending Text Messages in Lead Center

One of Lead Center's primary functions is serving as a telephone system with which agents can place and answer phone calls and text messages over the internet using their computer.

In this article, you'll learn how to send outbound texts and respond to inbound texts.

How to send text messages

Sending texts from the interaction panel

The texting interface and phone dialer are both located in the large panel in the interaction of the screen. You can toggle between the two by clicking the icons in the top right.

The interaction panel also houses other elements of Lead Center. When you take certain actions, such as answering an incoming call, selecting an old interaction from your Reviewed list, or viewing the interaction timeline of one of your leads, details relevant to those actions will display in the interaction panel, instead of the dialer.

However, you can always access the dialer or texting interface at any time by clicking one of the icons at the top of the interaction panel. 

When you sign in to Lead Center, the telephone dialer is visible in the interaction panel by default. 

  1. To place a text message, click the text message icon at the top of the interaction panel.

  2. Enter the phone number of the person you want to text in the To: box.

  3. Type your message in the Message box.

  4. Choose a tracking number from the dropdown menu. This number will show on the recipients phone as the sender of the text.

  5. Click the Send Text button.

Texts can also be placed from the interaction panel when a lead is selected from the Reviewed list.

  1. Select the lead from the Reviewed list.

  2. Click the text icon in the top right corner of the interaction panel. This will open the texting interface and auto-populate it with the phone number of the lead.

  3. Type your message in the Message box.

  4. Choose a tracking number to serve as your outbound caller ID from the dropdown menu.

  5. Click Send Text.

How to view and accept incoming texts

When someone sends a text to one of your tracking numbers and gets routed to Lead Center, the text will appear in the Active section of the inbox. All of the agents who have access to Lead Center will see the incoming text message.

  1. Click the Respond button under the text in the inbox to start the text conversation.

  2. The texting interface will appear at the bottom of the interaction panel, underneath caller id and attribution information. Use the box at the bottom to input your message and click Send.

  3. Like with phone calls, you can click on the name of the lead to populate the interaction panel to view the message and the lead's information before choosing to accept the text. Then you can accept the text using the Respond button in the inbox or the text icon in the top left of the interaction panel.

Sending texts using Quick Actions from the inbox

Quick Actions allows you to quickly place a call to a lead that is in the Reviewed list in your inbox. The inbox is in the left panel.

  1. Scroll to the lead you want to call in the Reviewed section and click on the icon next to the lead.

  2. Click the Plus button to show Quick Actions.



  3. Click the text message icon to auto-populate the dialer with the lead's phone number.

  4. Choose a tracking number from the dropdown menu to serve as outbound caller ID.

  5. Click Send Text.

Closing a Text Message 

Once you have sent a response, if you are not actively texting with the lead, you can end the text conversation.

  1. Click the Move to Reviewed icon at the top right of the interaction panel.

    image.png
  2. This will transfer the text conversation to the Reviewed section.

FAQs

Can international numbers send/receive text messages?

Only local U.S. and Canadian tracking numbers can send and receive text messages.

Can I send a text message to multiple people at once?

No, we don't support bulk texting. However, you can use our Quick Text functionality to create reusable text messages that you can send with a single tap. 

Learn more about creating and sending Quick Texts.

Was this article helpful?
0 out of 1 found this helpful

Articles in this section

Ask the Community
Find best practices, post, and learn from CallRail users.
CallRail Support Hours
Weekdays 9:00am - 9:00pm EST & Lead Center Support available Saturday 9:00am - 6:00pm EST