The integration between CallRail and Sera will allow for the user to link answered calls to customers and jobs, making a capability to track revenue to certain calls and/or call types, and to provide for a customer lookup based on the phone number that is calling, resulting in less unnecessary mouse clicks for your dispatcher while on a call with the customer.
The first step to enable the integration will be to link the two systems together. An API key will need to be generated within your CallRail account. When logged in as an Administrator level user, you will navigate to the Settings tab on the right-hand side of the screen. Select your company and then select Integrations. Select API Keys and then select Generate API V3 key. This will generate the API key needed for the integration. Copy the API Key.
Navigate to the CallRail integration card in Company --> Marketplace --> CallRail --> Set Up Information. Paste the API Key and click Next. Select your Account and hit Next. Select the company name and then select Next. Once the window closes turn the toggle to On to fully enable the integration.
Once the integration is enabled, you will have immediate access to the call data that comes in through CallRail.
When a call comes in, you will answer the call within CallRail through the same process that is followed today. Once the call is answered in CallRail, the handset icon will illuminate blue within the header at the top of the Sera Admin Portal. Hovering over the phone icon will open the Incoming Calls list. Claim the call in Sera by clicking on Claim next to the incoming call to allow for access to the remainder of the features.
Once the call has been claimed it will be added as an Active Session across the top of the Admin Portal. Each claimed call is a separate session. A user can have multiple sessions open at the same time and are ordered with the oldest calls to the left. Only the user that has claimed the call will see the Active Session for that call. The Active Call window will search all of your customer accounts based on the phone number that is calling in. This search will include primary and secondary numbers on an account. The Active Call window will show contact information and any completed appointments in the last 60 days. From the Active Call window you can view the customer account by clicking on the customer name, Add a New customer, or Schedule a New appointment.
There is a Phone Calls tab found both within the customer’s account and a job. From that phone calls tab, you can link calls which are currently open in an Active Session, link past calls which are not currently found in an Active session, and review previously linked calls.
To link the call you have currently open within an Active Session to an already existing job, click on the Phone Calls tab from the job screen. Click on the appropriate blue pill under Link Answered Calls. This allows for all calls associated with this job to be seen here. If you are scheduling an appointment while you are on this call for this customer you will want to also select this linked call from the dropdown with the Booking Call field as well. This will allow the revenue from this call to be reflected within the Incoming Calls report.
To link a past call that is not currently found open in an Active Session to an existing job, click on the Phone Calls tab from the job screen. Under the Search and Link an Old or Missed call header, search through past calls using the ID number of the call, the phone number or the customer’s name. Once the call is found, link the call to the job using the link icon. Once the call is linked, it will display in the Linked Calls table.
Click the Call ID to access the caller ID, person the call is assigned to, start time of the call, answered status, call duration, end time, customers and jobs the call is linked to, the audio recording and the transcript if available. From this screen you can also change the office representative who claimed the call, unlink calls that are already linked, access jobs that these calls are linked to, and listen to recordings, if available.
The Phone Calls tab is also available within the Customer’s record to provide for link capability directly to the customer’s record.
To schedule an appointment for an existing customer from the Active Session, click Schedule Appointment. This will open the Appointment Booking window where you can proceed with booking a call. Because you are booking this job through this call, you will want to make sure that you link the call to this new job and select it from the dropdown as the Booking Call.
To schedule an appointment for a new customer from the Active Session, click Add Customer. Once the new customer information is entered, you will select Save Customer & Schedule Appointment.
After the work is finished related to this call, disconnect the call in CallRail and click the End Session button within your Active Sessions.