Get daily performance summaries, receive alerts when something needs your attention, and see real-time notifications in Microsoft Teams when your tracking numbers receive calls, texts, or form submissions. 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 team. If you have more than one company reporting to the same team, you'll receive a combined daily summary that includes data for all the companies associated with the team.
Note: If you've enabled form tracking, these daily summaries will also contain information on how your form submissions are trending.
If you'd like 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 team.
Integrating a company with Microsoft Teams
- Click the Settings icon on the left navigation bar.
- Choose the company you want to integrate with Microsoft Teams.
- Click Integrations at the top of the page.
- Choose Microsoft Teams from the list of integrations.
- Choose whether or not to receive real-time notifications in Teams for every call, text, or form submission that is sent to your trackers by clicking the checkboxes on the integration page.
If you're activating text messages, choose whether you'd like to respond to texts directly from Teams. Then click Activate. (Anyone with access to the teams will be able to respond to texts from Teams if this option is activated.)
- If you aren't signed in to your Teams workplace in your browser, you'll be asked to log into your Microsoft account.
- Click Add to a team.
- The rest of the setup takes place in Teams. After you choose a Team to add the app to, you'll see a welcome message. Click Add at the bottom of the message.
- Create an API key and paste it into Teams in the CallRail API Key field.
Note: If you aren't sure how to create an API key, you can follow the instructions in this support article.
- Once you provide your API Key, you'll be asked to select CallRail companies and teams to connect them to.
- After you finish selecting companies and teams, the integration is complete. You'll see a daily summary message in the team(s) you chose.
Whenever more than one company is integrated into a team, 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
At commands are preset commands used in Teams. You can type at commands into the message box to prompt Teams to provide information or take an action. CallRail's integration uses at commands to add and remove companies from teams and to move companies from one team to another.
When you type @callrail into the message box, you'll see a dropdown menu with a list of commands.
You can type a command 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 team
Before you can add a company to a team, the Teams integration must already be active for that company.
- Select the public team where you want to start receiving daily summaries, alerts, and notifications for a company.
- Type @callrail add into the message box and click enter.
- Choose the company you'd like to add from the dropdown menu and click Add.
Add a company to a private team
- Select the private team where you want to start receiving daily summaries, alerts, and notifications for a company.
- Type @callrail into the message box and click enter, then click Send Message on the pop-up that appears.
- In the options that follow, select Invite Them.
- After the successful invitation, type @callrail move into the message box, and click enter.
- Choose the company you'd like to add to the team from the dropdown menu and click Move.
Remove a company from a team
- Select the team that has the company you want to remove.
- Type @callrail remove into the message box and click enter.
- Choose the company you'd like to remove from the dropdown menu and click Remove. You'll no longer receive daily summaries, anomaly alerts, or notifications for this company.
Move a company from one team to another team
- Select the team where you currently receive notifications for the company you want to move.
- Type @callrail move into the message box, and click enter.
- Select the company you'd like to move from the first dropdown menu and the team where you'd like to move the company from the second dropdown menu. Click Move.
View all companies in a team
Once multiple companies are added to a team, you can use an at command to view a list of companies at any time.
- Go to the team you want to learn about.
- Type @callrail list into the message box and click enter. The list of companies will appear.
Which CallRail data will be displayed in Microsoft Teams
CallRail will send specific data to your Teams account, which you can 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.
You can change the frequency of this summary's delivery between daily and weekly by typing @CallRail settings, clicking the Setting button, locating the Schedule section on the Home tab, and clicking Edit.
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 only be sent after they are manually enabled:
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 the 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 received the text, the phone number of the person who sent the message, the name of the company within CallRail the 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 the submission came into, and a link to view it within CallRail.
Deactivating Microsoft Teams integration
Deactivating a company's integration with Teams will stop notifications about that company appearing in your team. We'll keep your Teams credentials saved in case you'd like to reactivate your integration in the future.
- Click the Settings icon on the left navigation bar.
- Choose the company where you'd like to deactivate the integration.
- Click Integrations at the top of the page.
- Choose Microsoft Teams from the list of integrations and click Configure.
- Select Deactivate Integration on the right side of the page.
- Click Deactivate to turn off your integration.
FAQs
Can members of my team who do not have CallRail receive notifications and respond to texts?
Anyone with access to the team can view the notifications. If text responding is enabled, anyone with access to the team 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 team?
Type @callrail list for a list of all companies in a given team.
What at 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 the integration.
While anyone with access to the team 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 our Support team.