Description of CallRail Services
Last updated: November 2024
Call Tracking
CallRail makes available technology that offers our clients the ability to track phone calls to their business. When phone calls are tracked, the details of the call will be collected by CallRail and reported in the CallRail web application, along with any relevant Service Data.
Call Recording | CallRail makes available technology that offers our clients the ability to record incoming telephone calls. When a calling party initiates a call to a tracking phone number, CallRail will, at your discretion, create a digital audio recording of the telephone call. The laws regarding the notice and notification requirements of such recorded conversations vary by jurisdiction. You are responsible for applying the local laws in the relevant jurisdiction when using this feature. CallRail provides the ability to play a customizable voice message at the beginning of each call to alert callers that the call will be recorded. If you choose to record telephone calls, you expressly agree and acknowledge that you authorize CallRail to record phone calls on your behalf. You either:
- authorize CallRail to play a voice message advising the caller that the call is being recorded prior to the call being connected to the party answering the call; OR
- make the necessary arrangements to ensure that the caller is provided with the necessary warning about the presence of any recordings made of a call in accordance with the law;
- you must notify your employee, contractor, officer, agent, authorized representative, or other third party that their telephone conversation with a caller is being recorded by CallRail; and
- CallRail shall have no liability whatsoever in respect of any use made by you, your employee, contractor, officer, agent, authorized representative, or other third party, of the recordings and its contents, and/or of any personal information.
Voicemail Services | CallRail makes available technology that offers our clients the ability to receive optional voicemail services, which may include premium transcription services. To provide transcription services, CallRail may leverage third-party transcription providers. If you wish to opt out of voicemail transcription services, please contact our support team.
Call Transcriptions | CallRail makes available technology that offers our clients the ability to transcribe conversations on telephone calls and voicemail messages (if the customer requests it). When a calling party initiates a call to a tracking phone number, CallRail will, at our discretion, create a digital audio recording of the telephone call, transcribe the call (potentially using a third-party provider), and display the transcription to the customer.
Form Tracking
CallRail makes available technology that offers our clients the ability to track form submissions from the client’s website. When website visitors enter information into a form on a connected website and submit the form, the contents of the form will be collected by CallRail and reported in the CallRail web application, along with any relevant Service Data.
Lead Center
CallRail makes available technology that offers our clients the ability to utilize voice over IP (VoIP) in the form of a softphone on a computer or mobile app. When clients are created as Agents in CallRail and are listed in call flows they are able to participate in real-time communications over the CallRail platform without the need for a forwarding number.
Some of CallRail’s services are offered on an “unlimited” basis. These services may only be used for reasonable business use and subject to certain limitations (the “Reasonable Use Limitations”) as set forth below. Unlimited business calling is available for calls to the United States and Canadian phone numbers only, and to and from non-toll-free numbers. Reasonable Use Limitations for using Lead Center include:
- One agent seat per user. Sharing a single login between multiple individuals is not permitted.
- No agent may exceed four concurrent calls at any given time.
- Auto-dialing, trunking, and traffic pumping are strictly prohibited. Lead Center may not be used to engage in auto-dialing or “predictive dialing”; or to trunk or forward calls to other numbers that handle multiple simultaneous calls or to a private branch exchange (PBX) or key system. The use of additional third-party services to facilitate such behavior is also expressly prohibited.
- No agent may exceed 5000 minutes of usage per month.
SMS and MMS
Short Message Service (SMS) and Multimedia Messaging Service (MMS) are services provided to users of the Call Tracking and Lead Center product. SMS enables customers to send and receive text messages with their leads, prospects, and/or customers using their tracking phone numbers. MMS enables the same, with the inclusion of pictures and other forms of multimedia content. Inbound messages are part of the Call Tracking product. These messages can be delivered to users through multiple interfaces, including the CallRail web user interface, Lead Center, mobile app, through integrations, email notifications, use of the API, and webhooks. For outbound messaging, CallRail users can send and reply to text messages using Lead Center. SMS is currently only available to U.S. and Canadian numbers, not including toll-free numbers. Customers using SMS must meet the following requirements:
- To send outbound text messages, all businesses must be registered with CallRail and any necessary third parties to ensure compliance with A2P messaging regulations.
- Unsolicited outbound texting or bulk messaging is strictly prohibited.
- Opt-in consent is required from each end-user recipient before sending communication. Consent to reply is implied by an inbound text message, but only for 24 hours following the inbound message. Sending messages at a later time requires explicit opt-in consent.
- Commands to STOP or CANCEL must be strictly obeyed.
Unlimited business messaging is available to Lead Center customers for messages delivered to the United States and Canadian phone numbers only, and to and from non-toll-free numbers. Reasonable Use Limitations for messaging include:
- At least 20% of your messaging traffic must be inbound communications. Use cases that fall below that threshold may be classified as prohibited bulk messaging.
- One agent seat per user. Sharing a single login between multiple individuals is not permitted.
- No agent may send or receive more than 5000 messages per month.
Chat
Chat service is available to Lead Center customers and requires the use of the CallRail JavaScript product. Chat enables business communication services between businesses and their leads, prospects, and/or customers. Currently, chat is only available to Lead Center users through the web user interface. Chat service is intended as an inbound customer interaction with agent-reply capabilities.
Conversation Intelligence
CallRail makes available technology that offers our clients the ability to utilize call transcription data as a means to call out specific keywords and phrases used by either a caller or the client. The contents of the transcription will be collected by CallRail and reported in the CallRail web application, along with any relevant Service Data.
Javascript Tools and swap.js
CallRail provides Javascript tools that enable certain functionality offered by CallRail through the Services, such as the ability to associate inbound calls, text messages, and other communications with visitor activity on the customer’s website. The specific functionality employed on a customer’s website depends on the particular features of the Services that the customer chooses to use. Website visitor activity is logged for first-party analytics purposes for individual CallRail customers only, and in no case is any data, activity, or identifier shared across third parties or multiple CallRail customers.
Convert Assist
CallRail offers technology that allows our clients to automatically analyze recorded calls, and then provide AI-generated outputs focused on lead conversion. Outputs include topics such as:
- An action plan or to-do list with possible next steps for our clients to take with their customers
- A review of agent performance with a focus on coaching to improve future interactions
- A follow-up email that references conversation details
Call recordings are passed to a third-party AI partner for transcription and subsequent processing with a large language model to enable AI analysis. While we strive for accuracy and quality, all outputs are generated by artificial intelligence we cannot guarantee the accuracy, completeness, or timeliness of the output that is provided by this service. Customers are responsible for reviewing the output prior to utilizing it. Any actions taken based on these outputs are at your own risk.
Integrations with Third-parties
CallRail integrates with several third-parties to provide its services. To learn more about services that CallRail integrates with, visit www.callrail.com/integrations.
