Microsoft Teams Integration

Important

This integration isn't available yet, but it will be soon! When the integration is ready, we will let you know.

Get daily performance summaries, receive alerts when something needs your attention, and see real-time notifications in the Microsoft Teams channel of your choice when calls, texts, and form submissions are received by your tracking numbers. CallRail's Microsoft Teams integration makes it easy to keep up with your call tracking — you can even respond to texts directly from Teams.

Getting started

The Microsoft Teams integration is configured to display one daily summary per channel. If you have more than one company reporting to the same channel, you'll receive a combined daily summary that includes data for all of the companies associated with the channel. 

Note: If you have form tracking enabled, these daily summaries will also contain information on how your form submissions are trending.

If you'd like to get a separate daily summary for each company, follow the instructions below for each company you'd like to connect to Teams, and assign each one to a different channel. Or, as detailed in step 12 below, you can choose to integrate all of your companies at the same time, and CallRail will automatically create a separate channel for each.

Integrating a company with Microsoft Teams

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company you want to integrate with Microsoft Teams.

  3. Click Integrations at the top of the page.

  4. Choose Microsoft Teams from the list of integrations.

  5. Choose whether or not to receive real-time notifications in Teams for every call, text, and/or form submission that is sent to your trackers by clicking the checkboxes on the integration page.

    If activating text messages, choose whether you'd like the ability to respond to texts directly from Teams. Then click Activate. (Please note, anyone with access to the Teams channel will be able to respond to texts from Teams if this option is activated.)

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  6. If you are not signed in to your Teams workplace in your browser, you'll be asked to your workspace URL and sign in.

  7. If you're signed in to more that one workspace, make sure you've chosen the correct one from the dropdown menu in the top right of the screen. 

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  8. Click Allow to accept permissions. 

  9. The rest of the set up takes place in Teams. Open your Teams app or navigate to Teams in your browser. Click on CallRail under the Apps section of the panel on the left. You'll see a welcome message.

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    If you have more than one company, you'll see the option to integrate all of your companies with Teams at the same time. Go to step 12 if you want to do so. Otherwise, go to the next step.

  10. To integrate only one company, select Not right now.

  11. A dialogue box will pop up. Open the dropdown menu in the dialogue box and select the channel where you'd like to receive your messages from CallRail and click Add.

  12. Once the integration is complete. You'll see a welcome message in the channel you chose.

  13. If you selected Yes on step 10 above, and decide to add all of your companies at once, you'll be prompted to choose between one channel or separate channels.

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  14. If you select Send separate summaries, the app will automatically create a new channel for each company. If you select Send one summary, you'll be able to choose the channel you would like to use.

    Whenever more than one company is integrated into a channel, you will receive one, combined daily performance summary each morning that includes the combined data of all the companies.  

Add, remove, move, or view a company in Microsoft Teams

Slash commands are pre-set commands used in Teams. You type a slash command into the message box to prompt Teams to provide information or take an action. CallRail's integration uses slash commands to add and remove companies from channels and to move companies from one channel to another.

When you type /callrail into the message box in a Teams channel, you'll see a dropdown menu and a list of slash commands.

You can type each of the slash commands directly into the message box to perform an action, or you can choose an action from the dropdown menu.

Add a company to a public Microsoft Teams channel

To add a company to a Teams channel, the Teams integration must already be active for that company.

  1. Select the public Teams channel where you want to start receiving daily summaries, alerts, and notifications for a company.

    select_channel.png
  2. Type /callrail add into the message box and hit enter.

  3. Choose the company you'd like to add to the channel from the dropdown menu and then click Add.

Add a company to a private Microsoft Teams channel

  1. Select the private Teams channel where you want to start receiving daily summaries, alerts, and notifications for a company.

  2. Type @callrail into the message box and hit enter, then click Send Message on the pop-up that appears.

  3. In the options that follow inside the Teams channel, select Invite Them.

  4. After the successful invitation, type /callrail move into the message box and hit enter.

  5. Choose the company you'd like to add to the channel from the dropdown menu and then click Move.

Remove a company from a Microsoft Teams channel 

  1. Select the Teams channel from which you want to remove the company.

  2. Type /callrail remove into the message box and hit enter.

  3. Choose the company you'd like to remove to the channel from the dropdown menu and then click Remove. You'll no longer receive daily summaries, anomaly alerts, or notifications for this company.

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Move a company from a Microsoft Teams channel

  1. Select the Teams channel where you currently receive notifications for the company you want to move. 

    select_channel.png

  2. Type /callrail move into the message box and hit enter.

  3. Select the company you'd like to move from the first dropdown menu and the channel where you'd like to move the company from the second. Click Move.

View all companies in a Microsoft Teams channel

Once multiple companies are added to a Teams channel, you can use a slash command to view a list of companies at any time.

  1. Go to the Teams channel you want to learn about.

  2. Type /callrail list into the message box and hit enter. The list of companies will appear.

Disabling Microsoft Teams integration

Disabling a company's integration with Teams will stop notifications about that company appearing in your Teams channel. We'll keep your Teams credentials saved in case you'd like to reactivate your integration in the future.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you'd like to disable the integration.

  3. Click Integrations at the top of the page.

  4. Choose Microsoft Teams from the list of integrations and click Configure.

  5. Select Disable Integration on the right side of the page.

  6. Click Disable to turn off your integration.

Which CallRail data will be displayed in Microsoft Teams

CallRail will send specific data to your Teams account, which you will then be able to view from Teams. The following items are sent by default while the integration is active.

Total Calls: A summary of account performance that also includes the tracking numbers that have received the most and least calls, as well as the numbers that have seen the largest increases and decreases in call volume, within the past seven days.

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You can change the frequency of this summary's delivery between daily and weekly by accessing your CallRail app within Teams, locating the Schedule section on the Home tab, and clicking Edit within that section.

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Abandoned Calls: A notification if 30% of your calls over the past seven days have been abandoned (disconnected within a few seconds of being initiated).

Number No Longer Receiving Calls: A notification if a phone number hasn't received calls in three days after receiving at least one call every three days prior.

Number Set Up But Has Not Received Calls:
A notification if a new set up tracking number hasn't received any calls within its first three days.

Integration Failure:
A notification if any of your integrations within CallRail have been in a Failed state for over 24 hours.

The notifications listed below will be sent only after they are manually enabled by the user:

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Call Alert: A notification for incoming calls that displays the tracking number and its assigned name, whether the call was answered, the name of the company within CallRail this call came into, and a link to the call within CallRail.

SMS Alert: A notification for incoming text messages that displays the contents of the text message, the name of the tracking number that was texted, the phone number of the person who sent the message, the name of the company within CallRail this text came into, and a link to respond to the message.

Form Alert: A notification for incoming form submissions that displays the contents of the submission, the name of the company with CallRail this submission came into, and a link to view it within CallRail.

Microsoft Teams permissions explained

Our Teams integration makes it convenient to keep up with your lead tracking. To operate seamlessly with Teams, the CallRail integration, which is powered by an app that you install in Teams, requires a handful of permissions.

These permissions are typical for most Teams apps, but given the climate surrounding online security, we want to reassure you that we only request the permissions we need in order for the app to operate, and will never access or store your information for any other reason.

The following list includes permissions CallRail needs to integrate with Teams, as well as the reason we need these permissions.

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Send messages as CallRail: This allows us to send notifications, daily summaries, and anomaly alerts to the Teams channel of your choice.

Access content in your public channels and Access content in your private channels: This is similar to the above. It allows CallRail to post your call tracking data to your Teams channels.

Access your workspace's profile information: This allows us to match your Teams account to your CallRail account(s)

Add slash commands: Slash commands allow you to add, remove, and move companies between channels, among other actions.

Modify your public channels: This allows us to create channels for each of you CallRail companies if you want separate summaries for each.

FAQs

Can members of my team who do not have CallRail receive notifications and respond to texts?
Anyone with access to the Teams channel where the notifications are sent can view the notifications. If text responding is enabled, anyone with access to the channel can also respond to texts directly from Teams. Any links that take you to the CallRail app, or related actions such as "View Details" or "Listen" to phone calls can only be performed by CallRail users.

How do I know which companies are sending notifications to a given channel?
Type /callrail list for a list of all companies in a given channel.

What slash commands are available with CallRail's integration?
Type /callrail to access this list.

The person who set up my Teams integration is no longer with the company. How do I reactivate the integration?
If your Teams integration suddenly stops working, the person who set it up may have left the company. If this is the case, we will provide a notice in Teams, on the company's Teams integration page, and via email to reactivate.

While anyone with access to the Teams channel may see the error message, only users with CallRail accounts can reactivate the integration.

What if the information I receive in Teams is incorrect or if I don't receive a notification when I should?
Double-check that you've integrated with the correct company. Access the Integrations page for the company in question and scroll down to the Teams integration. If it says "Activate," you have not activated the integration for that company.

If the company is correct and the information is still incorrect, or you aren't receiving notifications when you should be, contact Support.

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