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Contact Center Plan


12 Articles

Contact Lists

Contact lists allow you to create and maintain  a list of contacts within your CallTrackingMetrics account.  Lists can be used to quickly add recipients for bulk text messaging and can be automatically updated using triggers.  When intelligently routing calls with a smart router, you can use a lists to create unique routes for members of a

Integrating CallTrackingMetrics with Mailchimp

The CallTrackingMetrics integration with Mailchimp allows you to use trigger rules to add and remove contacts from your mailing lists in Mailchimp. When your Mailchimp and CTM accounts have been linked, you can also set up field mapping between your CTM call log and your Mailchimp lists. The Mailchimp integration is not available on all

Sending and Receiving Text Messages

If you have text-enabled numbers in your account, you can send and receive text messages (SMS and MMS) through your text log.  This article will cover sending or replying to single text messages (messages with a single recipient).  For more information about bulk text messaging, see the full article here. Text messages are broken into

Short Codes

An SMS short code is a five or six-digit phone number that is used by businesses to enroll consumers in SMS programs and send coupons, offers, promotions, and other messages via SMS. Sometimes they are known as as a CSC, which stands for Common Short Code”. Using a short code offers many benefits for your

Using Salesforce Triggers

CTM can integrate directly with your Salesforce account so that calls coming through your tracking numbers appear there automatically as leads or activities.

Integrating CallTrackingMetrics with Hubspot

The CallTrackingMetrics integration with HubSpot allows you to create a new contact in HubSpot for each unique caller in your CallTrackingMetrics account.  This includes all the valuable session information associated with the call, text, chats, or form.  With this data you will have an holistic view of your leads plus can manage call conversions in

Keyword Spotting

Call transcription is an exciting feature that transforms the audio of your calls into speaker organized scripts.

Troubleshooting Calls with No Audio

Even with call recording enabled in your account, you may see several calls with no associated audio files.  This is often expected, depending on your settings, but can also indicate a problem with your call settings configuration.  This article will go over the most common causes for “no audio” calls.   No Talk Time Unless



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