Call Queue API - CallRail

  • Updated

The Call Queue API allows for seamless data integration with CallRail, allowing you to control and view when calls are dispositioned, records are created, or opportunities are converted.

Requirements

  • A user with the Super User role
  • An active integration with CallRail

Configuration

Let's review how to configure the Call Queue API.

  1. Login to your CallRail Account.
  2. Select the Account icon in the top left corner of the screen.
  3. Take note of your Account ID, you will need this for the call queue API feature.
  4. Next, click on the gear icon to access settings. 
  5. Select Integrations.
  6. Select API Keys.
  7. Select Create API V3 Key. Copy this value as you will need it for the Call Queue API feature.
  8. Return to the Kipu CRM and navigate to Admin > Security > Call Queue API.
     
  9. Select the Call Rails tab.
  10. Paste your Account ID and API Key into their corresponding fields.
  11. Select Save Changes
  12. In the API Triggers section, click Add Trigger
  13. In the Trigger Type field, select Call Dispositioned and set the Enabled toggle to Yes
  14. Set the Use Defaults toggle to your desired configuration. 
    1. When set to Yes, the system will set the recorded call disposition as the default tag for the trigger to your call-tracking provider
  15. Set the Include Ratings toggle to your desired configuration.
    1. When set to Yes, the call rating documented on the call record will populate as a tag in the call-tracking provider
  16. If needed, use the Tags field to enter any custom free-typed tag(s). These optional tags will populate when the API trigger is activated. Use the Enter key on your keyboard to add the tag.
  17. Click Save Changes to record your trigger. 
  18. Repeat the steps above to add any additional API triggers.
  19. Important
    Any changes made to the Call Queue API settings may take up to an hour to take effect.
  20. See a sample setup of the Call Queue API feature below:

Important
If custom tags are present, they will be sent to the call tracking provider along with the default tags if the Use Defaults toggle is set to Yes.

API Trigger Breakdown

Trigger Type Triggering Event Default Tag Expected Behavior
Call Dispositioned The call record is dispositioned in the CRM Call Queue.

Selected Call Disposition.

Example: DeadAir

Once a call record is dispositioned in the CRM Call Queue, the record in CallRail will receive default and custom tags, if configured. 

Record Created The call is converted to a record in the system.

The record type created determines the default tag.

Example: Patient, Patient Contact, Referral Source Contact

 

Once the call is converted to a record in the system, CallRail will receive a tag indicating the type of record created.
Opportunity Associated The call record is associated to a treatment opportunity.

Opportunity Associated

Once the call record is associated to a treatment opportunity, CallRail will receive a 'Opportunity Associated' tag on the associated call record.
Opportunity Converted An Admit Date and MR Number are added to the treatment opportunity associated with call record. CRM Conversion Once the opportunity has been converted, CallRail will receive the CRM Conversion tag. Additionally, if opportunity value is documented, it will populate in the Value field of the call in CallRail.

Examples

  • Call Dispositioned
  • Record Created
  • Opportunity Associated
  • Opportunity Converted (w/ Opportunity Value present)

Important
Please note that API Trigger setup may vary. You are not required to use all four trigger types available in the system. The desired setup will be based on your marketing team's goals and objectives. 

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