What the CallRail connector can and cannot do in Salesforce

Firms that advertise want one report: which campaign produced which cases. CallRail knows the campaign. Litify knows the case. The standard CallRail connector for Salesforce is the usual first step in joining them, and it helps to know its limits before you plan around it.

What it does well

It creates a record in Salesforce when a call ends, without custom code
The tracking number, source and campaign come across as fields you can map
Setup is configuration. A firm can have data flowing quickly

Where it stops

It creates a Lead. Litify works from intakes, so something has to carry the data across
It cannot limit itself to answered calls. Every call creates a record, and your automation has to filter
It works in one direction. It brings calls into Salesforce and does not send outcomes back to CallRail
In the setups I have worked with, one integration user covers three CallRail companies. Firms with more locations need more integration users or a direct connection to the CallRail API

The pattern that fills the gap

Let the connector create its Lead, then have a Flow do the legal-specific part. The Flow finds the intake whose party has the caller's phone number, copies the tracking number and campaign onto it, and deletes the Lead.

Three rules are worth settling before the build:

Decide what happens when nothing matches: update nothing, or create a new intake
If several intakes match, take the most recent, and only within a short window such as 24 hours
Only answered calls should trigger the match

If you want tags sent back

Marketing teams often tag calls in CallRail by outcome: existing client, converted, referred out. Doing that by hand means looking up every lead. Automating it is a separate piece of work that uses the CallRail API, and it depends on the first piece. The intake needs to hold the CallRail call ID so the right call gets the tag.

What to check first

How many CallRail companies you have
How phone numbers are stored on your party records
Whether intake staff create the intake during the call or after it

Those three answers decide most of the design. We built a custom API integration that goes past the connector. See the CallRail Salesforce integration.