Description of CallRail Services

Last updated: March 2026

1. Call Tracking and Conversation Intelligence

CallRail provides technology that enables clients to track and analyze phone calls to their business, providing visibility into which marketing efforts drive inbound leads. This service includes Integrated Conversation Intelligence as a standard feature to provide immediate context for every conversation.

Call Tracking & Reporting: When phone calls are tracked, CallRail collects and processes call details, including caller ID, call duration, and the marketing source, and reports them within the CallRail application alongside relevant Service Data.
Call Recording: CallRail provides technology that offers clients the ability to create digital audio recordings of telephone calls. Call recording is enabled by default when configuring new service. You have the option to disable call recording within your account settings at any time.
Conversation Intelligence: To provide immediate conversation context, Conversation Intelligence features, including AI-driven call transcription and keyword spotting, are enabled by default for all tracking numbers. This technology automatically converts audio into text and identifies specific keywords and phrases used during a call. You have the option to disable transcription and other Conversation Intelligence features within your account settings at any time.
Voicemail Services: This includes the ability to receive voicemails with transcription services. Clients may opt out of voicemail transcription services at any time by contacting CallRail support.

Mandatory Disclosures for Recording and Transcription: The laws regarding notice and notification requirements for recorded and transcribed conversations vary by jurisdiction. You are responsible for complying with the laws in the relevant jurisdiction when using these features. When recording or transcription is enabled, you expressly authorize CallRail and its third-party service providers to perform these actions on your behalf. You also expressly agree and acknowledge that you must provide clear and prominent notice to all parties to a conversation that:

The call is being recorded and/or transcribed.
A third-party service provider (CallRail) has access to the recording and transcription data for processing purposes.

CallRail provides the ability to play a customizable voice message (Greeting) at the beginning of each call to facilitate these disclosures.

2. Premium Conversation Intelligence

This service combines advanced AI-driven analysis with automated tools designed to accelerate lead conversion and improve team performance. It leverages sophisticated Large Language Models (LLMs) to extract deep insights from customer interactions.

Conversation Summarization: This feature provides AI-generated overviews of transcribed calls, refining a conversation into a 3-to-5 sentence summary. It allows users to quickly understand the core purpose and outcome of a call without having to listen to the full recording or read a complete transcript.
Conversation Highlights: CallRail identifies and surfaces relevant, topical keywords and phrases automatically spotted during a conversation. This provides a view of the most significant elements of the call, such as specific products mentioned, pricing inquiries, or competitor names.
AI-Generated Action Plans: The service automatically analyzes conversations to generate suggested "next steps" or to-do lists for staff, ensuring that no lead follow-up task is overlooked.
Agent Coaching & Reviews: CallRail provides automated assessments of agent performance. By identifying strengths and areas for improvement within a conversation, this tool helps businesses coach their teams to improve future lead outcomes.
Automated Follow-Up Correspondence: To facilitate rapid engagement, the service can generate draft follow-up emails or summaries that reference specific details from the conversation, allowing for personalized and timely communication with prospects and customers.
Multi-Conversation Insights: The service can analyze groups of conversations to generate insights about specific leads, marketing campaigns, or other groups of conversations.

3. Form Tracking

CallRail provides technology to track and attribute form submissions from a client’s website. When a visitor submits information through a connected form, the data is captured and reported in the CallRail application. This allows clients to see the full journey of a lead, from the initial digital marketing touchpoint to the form submission, and link this journey to any future conversations.

4. Digital Engagement (SMS & MMS)

CallRail provides messaging services that allow businesses to communicate with leads and prospects via text and multimedia messages using their tracking phone numbers.

Messaging Capabilities: Includes the ability to send and receive Short Message Service (SMS) and Multimedia Messaging Service (MMS) communications.
Compliance & Registration: To send outbound messages, all businesses must be registered for A2P (Application-to-Person) messaging compliance (also known as 10DLC registration). CallRail provides support for completing this registration, but compliance with local regulations, consent requirements, and industry standards remains the responsibility of the client.
Usage Policies: Unsolicited or bulk messaging is strictly prohibited. Explicit opt-in consent is required for all outbound communication. To maintain the integrity of the service, at least 20% of a client’s messaging traffic must consist of inbound communications.

5. AI Virtual Assistants

CallRail offers AI-driven virtual assistant services that automate communication tasks and facilitate real-time lead qualification across voice and text channels.

Voice Assist: Voice Assist is a purpose-built, agentic AI virtual assistant that interacts with telephone callers in natural, real-time conversations. Leveraging advanced LLMs, Voice Assist is designed to answer calls instantly, manage inquiries, and facilitate lead screening before a caller is connected to a staff member. This ensures 24/7 coverage for the business, providing immediate engagement during high-volume periods or outside of standard business hours to ensure no lead goes unanswered.
Message Assist: Message Assist is an AI-driven messaging agent designed to interact with prospects and customers via SMS and MMS. Using generative AI, Message Assist responds to inbound text inquiries in real-time, qualifying leads through interactive, text-based conversations. By automating initial lead screening and answering common questions, Message Assist helps businesses prioritize high-value prospects and accelerate response times.

6. JavaScript Tools and Analytics

CallRail provides JavaScript tools (such as swap.js) to enable the association of inbound communications with specific visitor activity on a client’s website.

First-Party Data: Website visitor activity is logged for first-party analytics for the individual customer only.
Privacy Protections: This data is used solely to provide services to the customer; CallRail does not share visitor activity, identifiers, or analytics across third parties or across multiple CallRail customers.

7. 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 are 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.

8. Integrations with Third-Parties

CallRail provides integrations between its Service(s) and various third-party service offerings to enhance workflow and data visibility. To learn more about the specific platforms CallRail integrates with, visit www.callrail.com/integrations.

Customer Responsibility: While CallRail facilitates these connections at your request, the security, confidentiality, and other obligations associated with such third-party integrations are your sole responsibility. By enabling an integration, you are taking the action of transferring data from CallRail’s platform to a third-party platform.

9. General Provisions for AI Services

The following provisions apply to all services utilizing artificial intelligence, including but not limited to Integrated Conversation Intelligence, Premium Conversation Intelligence, Voice Assist, and Message Assist:

Accuracy and Human Review: While CallRail strives for high quality, all AI-driven outputs are generated by artificial intelligence. CallRail does not guarantee the accuracy, completeness, or timeliness of the output provided. Customers are responsible for reviewing and verifying all AI-generated content (including transcriptions, summaries, and virtual assistant responses) prior to utilizing or relying upon it. Any actions taken based on these outputs are at the customer's own risk.
Functional Limitations: AI services are limited to the specific functionality and capabilities currently listed in this description. The AI assistants and analysis tools are designed for lead engagement and qualification purposes and may not be able to perform tasks or provide information outside of their programmed scope or the data provided to them.
Data Processing and Training: CallRail ensures that any data processed through its AI services complies with applicable data protection and privacy laws. CallRail may share data with third-party AI service providers solely for the purpose of providing the applicable Service(s) to you and for enhancing the functionality and performance of its products. CallRail does not involve the use of personal health information (PHI) or financial information to train its AI models.
Liability: CallRail shall not be held liable for any issues, damages, or liabilities arising from the use of AI.