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Integrating CallTrackingMetrics with SendGrid

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Last Updated: 06/20/2019

The CallTrackingMetrics integration with SendGrid allows you to send emails from your SendGrid account based on triggers that you configure in CTM.  You can also use tokens to include activity data from CTM in emails that you send from SendGrid.

This integration is not available on all CTM plans.  Click here to learn whether your plan supports this integration and to learn how to upgrade.


Connecting CTM to SendGrid

  1. Navigate to Settings → Integrations → SendGrid.
  2. Enter the API key for your SendGrid account.
  3. Click Save API Key.


Configure SendGrid Preferences

Once SendGrid has been connected, you can use the integration settings to allow users to send SendGrid emails from the call log and set which SendGrid templates can be used by the integration.


Call Log Settings

If you wish to send SendGrid emails from the call log, check the first box in this section to replace the default Email panel with a panel that will use your SendGrid templates.  If this option is selected, you can also choose to allow agents to change the “from” email address when using this panel.

By default, agents will not be able to edit the “from” email address, and their login email address will be used instead.



Use the selector in this section to choose which templates from your SendGrid account can be used within your CallTrackingMetrics account (this will affect both triggers and the Email panel in the call log).  Templates appearing in the list on the right can be used within CTM; templates in the list on the left will not appear as an option when configuring triggers or using the Email panel.


Sending Emails with Triggers

  1. Click Manage Triggers (or navigate to Calls → Triggers).  If you do not already have a trigger in your account, you will be directed to a new settings page.  Otherwise, click New Trigger in the upper right.
  2. Enter a name and optional description for your trigger.
  3. Use the drop-down menu to select when you would like this trigger to run.
  4. Select to have the trigger run for all activities or assign specific traffic numbers to this trigger.
  5. Click +Add Workflow.
  6. Select the rules that should apply to this trigger.  You may wish to set rules for calls over a certain duration, or to only have a trigger run for first-time contacts.
  7. Click Add Action and select Send Email via SendGrid.
  8. Enter the email address to send to in the “To:” field.
    • To use the email address already associated with the contact record in CTM, leave this field blank.  If you choose this option and the contact record does not have an email address, no message will be sent.
    • You can enter multiple email addresses here (up to 255 characters).
  9. Enter the address the email should be sent from in the “From:” field.  This can be any email address you choose.
  10. Enter the name the email should be sent from in the “From Name:” field.  This can be any name you choose.
  11. Use the “SendGrid Email Template” drop-down to select which of your SendGrid templates you would like to use for this email.
  12. Click Save Changes.


Including CTM Data in SendGrid Templates

When creating templates in SendGrid, you can use {{tokens}} to insert activity data from CTM into the email message.  The following is a complete list of tokens that can be used:

  • id
  • sid
  • account_id
  • name
  • cnam
  • search
  • referrer
  • location
  • source
  • source_id
  • source_sid
  • tgid
  • likelihood
  • duration
  • direction
  • talk_time
  • ring_time
  • hold_time
  • parent_id
  • email
  • street
  • city
  • state
  • country
  • postal_code
  • called_at
  • unix_time
  • tracking_number_id
  • tracking_number_sid
  • tracking_number
  • tracking_label
  • dial_status
  • is_new_caller
  • indexed_at
  • last_location
  • inbound_rate_center.country
  • inbound_rate_centerprefix
  • inbound_rate_center.tollfree
  • billed_amount
  • billed_at
  • caller_number_split
  • contact_number
  • excluded
  • redacted
  • tracking_number_format
  • caller_number_format
  • alternative_number
  • caller_number_complete
  • caller_number_bare
  • tracking_number_bare
  • caller_number
  • visitor
  • call_path.route_name
  • call_path.route_id
  • call_path.route_type
  • call_path.started_at
  • call_path.started_at
  • left_talk_time
  • right_talk_time
  • transfers
  • call_status
  • status
  • spotted.spot_id
  • spotted.keyword
  • spotted.start
  • spotted.user
  • spotted.marked
  • spotted.marked_at
  • salesforce
  • audio
  • transcription
  • transcription_text
  • custom_fields.numbers
  • custom_fields.floats
  • custom_fields.strings
  • custom_fields.dates
  • custom_fields.pickers
  • custom_fields.bools
  • callbacks
  • emails
  • webvisit.score
  • webvisit.keywords
  • webvisit.referrer_host
  • webvisit.referrer_path
  • webvisit.location_host
  • webvisit.location_path
  • webvisit.browser
  • webvisit.device
  • webvisit.mobile
  • day
  • month
  • hour
  • ga.utmz
  • ga.utma
  • ga.utmb
  • ga.utmc
  • ga.medium
  • ga.campaign
  • ga.cid
  • ga.events
  • visitor_ip
  • tag_list
  • notes
  • latitude
  • longitude
  • extended_lookup_on
  • inputs.menu_inputs
  • inputs.geo_inputs
  • carrier
  • spam.risk
  • spam.score
  • sale.name
  • sale.score
  • sale.conversion
  • sale.value
  • sale.date
  • agent_id
  • agent.name
  • agent.email
  • agent.id
  • agent.pic_url
  • legs.started_at
  • legs.to
  • legs.from
  • legs.status

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