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. |
