Need a refresher on what's included in your Lead Center Inform plan? You can reference this article at any time to see what's available in your Lead Center Inform 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. |
Managing Agents from the Users Page Easily add agents to your account. |
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. |
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. |
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 Internal Call Call other agents in your company. |
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. |
Creating Teams in Lead Center |
Team View in Lead Center See real-time details about the Agents you've added to Lead Center. |
Team View Statistics See real-time statistics about how your calls are being handled. |
Removing Teams in Lead Center Remove a team in Lead Center. |
Multi-Company View in Lead Center Select up to ten companies and manage everything in one streamlined inbox. |
Monitoring Calls Learn the different ways you can monitor calls. |
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. |
Voicemail Transcription Transcribe voicemails left by your callers. |
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. |
Schedule Step Decide where calls get routed based on your company's business hours. |
Tag Step Label and categorize your inbound calls automatically. |
Queue Step Place callers in a line to be answered by the next available agent. |
Custom Hold Music Upload custom hold music directly from the Queue step in the Call Flow Builder. |
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. |
Edit Call Routing Settings You can change your call routing settings at any time. |
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. |
Choose Incoming Caller ID Change a caller ID. |
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. |
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. |
Call Greetings A greeting is an audio message that plays to the caller before their call is connected. |
Whisper Message Customize whisper messages with keyphrases so you can tailor your approach to every call. |
Disable Call Recording Learn how disable call recording for one tracking number or multiple tracking numbers. |
Recording a Greeting Record custom greetings for any of your tracking numbers right inside of CallRail. |
Inbound Call Recording Record phone calls received by your tracking numbers. |
Outbound Call Recording Record outbound phone calls that are placed through your tracking numbers. |
Listening to Recordings Know where you can listen to recorded phone calls. |
Listening to Voicemails Listen to voicemails from the Voicemail report, caller timeline, or the email notifications. |
Adding Call Values Learn about the different ways you can add value to a call. |
Automation Rules Classify your interactions automatically. |
Transcripts and Call Highlights Read conversations between your team and customers by transcribing your calls. |
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. |
Calls by Tag Report View detailed insights about the calls involving your tags. |
Missed Calls Report Get details on the number of missed calls on each day of the week. |
Text Message Analytics Monitor the volume of texts going in and out of your business. |
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. |
Salesforce Integration Choose how and when your call tracking data reports and create customized rules. |
HubSpot Integration Send calls, texts, and form submissions to your HubSpot contact activity timelines. |
Calls and Texts Data in HubSpot Manage your calls and texts data in HubSpot. |
Form Submissions in HubSpot Manage your form submissions data in HubSpot. |
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. |
Create a Company Every CallRail account supports unlimited company accounts. |
Activate or Disable Text Messages Choose whether your tracking numbers can receive text messages. |
Block Calls Prevent phone numbers from calling or texting companies in your account. |
Remove a Company Disabling a company will delete any active tracking number within that company. |
Automated Responses for Missed Calls Send an automated text message to someone whose call you missed. |
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. |
Troubleshooting Call Recording Troubleshoot any issues you might have with call recording. |
Latency Troubleshoot issues with latency. |
Jitter Troubleshoot issues with jitter. |
Packet Loss Troubleshoot issues with packet loss. |
Bandwidth Troubleshoot issues with bandwidth. |
Lead Center Mobile App Troubleshooting Use this guide to troubleshoot the mobile app. |
Troubleshooting Calls in Lead Center Mobile App Check certain mobile settings that can cause issues with calls. |
Troubleshooting Lead Center Mobile App Notifications on Samsung Devices Troubleshoot Samsung specific issues. |
Google My Business Troubleshooting Learn about common issues and how to fix them. |