Lead Center Engage Features

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.
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.


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.


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.


Lead Center Desktop Notifications
Get notified when you receive an incoming call, text, chat, or form submission.


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.
Troubleshoot issues with bandwidth.
Troubleshoot issues with latency.
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.
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