CallRail: Integrations Overview

Hey everybody, today we’re gonna be talking about the integrations section in CallRail. And I was quite excited to see last week that CallRail decided to change their navigation away from the icons to the Activity, Reports, Tracking, Settings, right in the middle of me recording all my videos. So, if you’ve been watching other videos and you’ve seen icons and now you’re seeing these words, that’s the reason why. If in the future, you’re seeing words when you thought you we going to be seeing icons, that’s also why. So, I don’t know, I guess that comes with the territory when you’re filming videos about third party systems and they’re changing all the time.

Alright, cool, so you’ll head over to the Settings there, and this is where all the integrations occur. So, integrations are connecting your CallRail account with the various third party platforms, right? So, for performance marketing or for data-driven marketers, a lot of those accounts are related to the ad platforms or analytics. So, you can see up here at the top, it has Popular, Dynamic Number Insertion is technically considered an integration. That is the script that allows you to put the dynamic number on your website. We have another video about that in a more detailed integrations video, but the Dynamic Number Insertion gets the number on your website through WordPress or otherwise.

We have a Google Ads integration here which is very popular. Google Analytics, Salesforce and then Webhooks. And Webhooks allow you to essentially send data at any given time to any system based on when calls are coming, when they’re ending, text messages, things like that. And I’ll poke in there for a second, even though we’re not going to talk about it at length. But a webhook basically allows you to connect with almost any system. So, if you could connect your webhook with Zapier and send data payload over to Zapier and then Zapier can kind of push it wherever you want. So, here we have Pre Call, Post Call, Call Modified, Outbound Post Call, Outbound Call Modified, Text Message, Text Message Received and then Form Submission. So, those are the webhooks that are available. We wanted to do one a while back, which was a missed call, which I thought would have been really cool because then we could send a text message if we missed a call. We weren’t able to do that, but they have a lot of other options available to you. And then as you scroll down, you see a bunch of other ones.

So, you have AMP for mobile webpages, Bing ads, Custom Cookie Capture, so if you want to do custom cookies, and then it just kind of repeats the same as our Popular above, Dynamic Number, we have a Facebook integration. The Facebook one’s really cool because it’s hard to track form conversions and phone calls from Facebook at all. I mean, with AdWords you can use their number swapping and you have some level of tracking there through their advertising, but with Facebook you really don’t. So, the Facebook integration’s really cool, you use the custom dataset. And then Google Ads, Mobile Click to Call, this one’s super easy to activate, you literally just activate it, we just don’t run a lot of Click to Call for our company. Google Analytics is a simple one as well, we’ll have another video about that. And then Google Marketing Platform, HubSpot, Kenshoo, Kissmetrics, Marketo, Mixpanel, Optimizely, Pipeline, Unbounce, which we use often, Slack, Video Website, Webhooks again, Wix and then WordPress. So, the WordPress one is really nice because it basically tells you how to install the integrations on your WordPress site. And again, I have another video on that so I’m not going to get into it a lot here. There’s one later in the lessons which is very in-depth by Mark on my team.

So, today I just kind of wanted to show you what’s available in the integrations for CallRail. And then the second component is I want to talk about Integration Triggers. So, currently for us, our integrations are all triggered on all numbers, at all times, of any duration, and blah blah blah blah. So, the integrations fire, the conversions fire, everything else fires, the slack notification, everything else, basically at anytime. Now, what you can do, is you can add a trigger for, let’s say the Google Ads, no let’s say Slack, it makes more sense. And then you can restrict it to certain numbers. So, you can restrict that trigger or you can have it triggered at certain times, or of a duration, or if it receives a tag or is qualified.

Now, as a note, it’s kind of like when I first started using CallRail, it was a little confusing to be like, well, as a tag, like, when does this trigger relate it to the tag because if I’m going on tagging a call, it’s not triggered when the call is tagged, it’s triggering at another time, the integration’s triggering. And so this says CallScore and call tag triggers only send if the call is scored or tagged before the call ends. So, that means you’re taking an inbound call, you’re scoring it, you’re recording it, then boom the call ends and then it’s kicked off to whatever your integration trigger is. So, it says, use the Call Flow Builder, Keypad Scoring, CallScore and Keyword Spotting to ensure your data is sent properly, your data is sent properly for those triggers. Integrations without triggers receive all calls. So, you know for us, I would probably say for most instances, unless you’re getting really complex with CallRail, you’re probably just triggering all calls. And then you can ignore those that aren’t helpful or not. We actually get a lot of triggers. We get a lot of notifications on our Slack channel when just normal calls come through. And so I might consider going in there, adding a Slack filter and saying, hey I really didn’t want these types of calls to trigger notification in Slack, because otherwise I’m just getting all these call notifications and they’re kind of not helpful.

So, for today, I really just wanted to do an overview of the integrations and the triggers. And then in other videos, I’m going to be going into a few of these in more depth, some of the more popular ones. But for now, that’s all we’re going to cover, so it just gives you a brief overview. So, thanks, as always. Let me know if you have any questions and I’ll see you in the next video, thanks a lot.