Need a refresher on what's included in your Lead Center Engage plan? You can reference this article at any time to see what's available in your Lead Center Engage plan.
Lead Center
Lead Center Overview Find out what Lead Center can do for you. |
Getting Started with Lead Center Learn the basics of Lead Center. |
Lead Center Agent Basics Everything you need to know as an agent. |
Creating a New Lead Center Agent Learn how to create agents. |
Primary Agents A Primary Agent is an agent who has been assigned to a specific Contact. |
Creating a New Number for a Lead Center Agent Create a tracking number for Lead Center. |
Lead Center Agent Permissions Set up your agent permissions. |
Managing Agents from the Users Page Easily add agents to your account. |
Setting Your Agent Availability Set your availability to show when you're available to speak with customers. |
Setting up Agent Voicemail Set up voicemails for individual agents. |
Managing Contacts Create, add, and edit Contacts. |
Bulk Uploading Contacts Add Contacts in bulk. |
Placing and Answering Calls in Lead Center Place outbound calls and answer inbound calls. |
New Lead Center Inbox Learn all about the updates to the inbox. |
Cold Transfers Transfer an active call directly to another agent. |
Placing an Internal Call Call other agents in your company. |
Warm Transfers Talk to another agent before transferring an active call to them. |
Making a Transfer Outside of Lead Center Transfer a call to someone outside of Lead Center. |
Placing an Active Call on Hold Easily place calls on hold in Lead Center. |
Routing a Tracking Number to Lead Center Set Lead Center as the destination for your calls. |
Quick Texts in Lead Center Templatize your text replies so you can send them with a single tap. |
Sending Text Messages in Lead Center Send outbound texts and respond to inbound texts. |
Setting up Chat Learn how to set up the chat widget. |
Multimedia Text Messaging (MMS) in Lead Center Send files, like images, via tex message. |
Handling Chats in Lead Center Track and respond to chat messaged sent via your website. |
Set Your Chat Availability Set business hours for your chat widget. |
Classifying Interactions in Lead Center Organize and analyze your leads. |
Configuring Audio Devices in Lead Center Choose and test the audio devices you’d like to use. |
Lead Center Mobile App
Lead Center Mobile App Overview Learn all about the Lead Center mobile app. |
Viewing Forms in the Lead Center Mobile App View and respond to forms on the go. |
Lead Center Mobile App Notifications Set up notifications for calls and text messages. |
Sending Text Messages in the Lead Center Mobile App Text your leads, wherever you are. |
Placing Calls in the Lead Center Mobile App Call your leads right from the mobile app. |
Transferring Calls in the Lead Center Mobile App Transfer a call to another agent |
Call Flows
Call Flow Builder Templates Create custom routing for your tracking numbers. |
Creating a Lead Center Call Flow Route a call flow to Lead Center. |
Editing a Call Flow Change any call flow, anytime. |
Assigning Call Flows to Tracking Numbers Add a call flow to your tracking numbers. |
Voicemail Step Record messages left by your callers. |
Schedule Step Decide where calls get routed based on your company's business hours. |
Dial Step Route callers to a phone number, agent, or SIP address. |
Fallback Dial Step Route callers to a different number if your primary phone goes unanswered. |
Menu Step Forward callers to specific departments, teams, or agents. |
Greeting Step Play a recorded message for your callers. |
Round Robin Route calls to multiple destinations in a queue. |
Simulcall Ring multiple destination numbers simultaneously. |
Tracking Numbers
Create a New Number Learn how to create tracking numbers in CallRail. |
Changing a Number's Name The "Number Name" is how your tracking number will appear in your reports. |
Choose Incoming Caller ID Change a caller ID. |
Change the Destination Number The destination number is where the phone will ring when customers dial your tracking number. |
Edit a Caller ID Edit the caller ID for anyone that's called or sent a text message to one of your tracking numbers. |
Edit Call Routing Settings You can change your call routing settings at any time. |
Replace a Phone Number Replace a single number in a website pool or a source tracking number. |
Call Answer Status See a breakdown of answer statuses and their definitions. |
Disable a Phone Number Disabling a tracking number will release it from your account. |
Adding Call Values Learn about the different ways you can add value to a call. |
Reactivating a Disabled Tracking Number You can reactivate a disabled tracking number for up to four weeks from the date it was disabled. |
How to Qualify Leads in CallRail Learn about the different ways you can qualify leads. |
Add Notes to a Phone Call Use notes to keep important lead information at your fingertips. |
Whisper Message Customize whisper messages with keyphrases so you can tailor your approach to every call. |
Call Greetings A greeting is an audio message that plays to the caller before their call is connected. |
Recording a Greeting Record custom greetings for any of your tracking numbers right inside of CallRail. |
Listening to Voicemails Listen to voicemails from the Voicemail report, caller timeline, or the email notifications. |
Reports
Calls by Day & Time Report View peak call times and see how your calls trend. |
Calls by Agent Report See a breakdown of the Agents taking calls to your tracking numbers. |
Text Message Analytics Monitor the volume of texts going in and out of your business. |
Missed Calls Report Get details on the number of missed calls on each day of the week. |
Integrations
Google My Business Integration Track calls from your Google My Business listing. |
Using CallRail with Google My Business Understand how Google My Business listings work with CallRail. |
Google My Business Multiple Location Setup Learn how to set up the integration for multiple locations. |
Notifications
Lead Center Desktop Notifications Get notified when you receive an incoming call, text, chat, or form submission. |
Settings
Install the Javascript Snippet Add call tracking to your site. |
Granting Microphone Permissions in Your Web Browser Ensure that Lead Center has permission to use your computer's microphone. |
Prevent Voicemails and Systems from Answering a Call Ensure personal voicemails or automated systems aren't interfering with your call flow. |
Block Calls Prevent phone numbers from calling or texting companies in your account. |
Activate or Disable Text Messages Choose whether your tracking numbers can receive text messages. |
Troubleshooting Guides
Troubleshooting Call Quality in Lead Center Your first stop in troubleshooting call quality. |
Troubleshooting Hardware in Lead Center Use this guide to troubleshoot hardware issues. |
Troubleshooting Contacts Troubleshoot common issues with contacts. |
Troubleshooting Call Flows Issue with a call flow? Use this article to help you troubleshoot. |
Connection Alerts Understand connection alerts and why they appear. |
Bandwidth Troubleshoot issues with bandwidth. |
Latency Troubleshoot issues with latency. |
Jitter Troubleshoot issues with jitter. |
Packet Loss Troubleshoot issues with packet loss. |
Google My Business Troubleshooting Learn about common issues and how to fix them. |
Lead Center Mobile App Troubleshooting Use this guide to troubleshoot the mobile app. |
Troubleshooting Lead Center Mobile App Notifications on Samsung Devices Troubleshoot Samsung specific issues. |
Troubleshooting Calls in Lead Center Mobile App Check certain mobile settings that can cause issues with calls. |