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Frequently Asked Questions (FAQs) - Salestrail

General Information

 

  1. What is Salestrail? Salestrail is a mobile call tracking tool for sales teams. It logs and analyzes calls made on SIM/GSM and WhatsApp (including WhatsApp Business). It has a mobile app and a dashboard, and it can connect to your CRM.

     

  2. What are Salestrail's main features?

    • Automatic Call Tracking: For SIM/GSM calls (iOS & Android) and WhatsApp calls (Android only).

    • Call Recording: Supports SIM and WhatsApp calls (Android only).

    • Centralized Dashboard: A single place to see all your call data.

    • CRM Integrations: Works with Salesforce, HubSpot, Leadsquared, Zoho, and Microsoft Dynamics.

    • API Support: For custom connections to other systems.

    • Team & User Management: Organize your sales team.

       

       

  3. Who needs to sign up for the Salestrail dashboard? Anyone whose calls are tracked or who needs to monitor others' calls must sign up.

     

  4. How do I create an organization in Salestrail?

    1. Sign up with your company email at https://callanalytics.salestrail.io/signup.

    2. Enter the 6-digit code sent to your email.

    3. Provide your company name and details.

    4. Choose to connect your CRM or skip this step for now.

    5. Invite team members using their email or your organization's signup link.

  5. How do invited users join an organization? They can join either through an invitation email or a specific signup link provided by the organization. The email they use must match the one in the invitation.

     

  6. What user roles are available in Salestrail?

    • Owner: Can manage all users and teams, and view all data.

    • Manager: Can manage users and teams, but only sees their own data unless they are also a Team Admin.

    • User: Can only view their own call data.

    • Team Admin: Can view the call data of their team members.

       

  7. What is Team Management? It's a feature that lets you group users together. You can then assign managers or admins to view specific team data without giving them full organization access.

     

     

 

Dashboard Features

 

  1. What are the main features of the Call Analytics Dashboard?

    • Logs of all calls and recordings.

    • Role-based access controls (what each user type can see).

    • Tools for managing teams and users.

    • CRM integrations and logs to check their status.

    • Subscription and license management.

  2. What information can I see in the Overview section of the dashboard? You can see:

    • Total, inbound, outbound, and unique calls.

    • Average call duration.

    • Call activity breakdown by hour.

    • Call connection rate.

    • Ranking of users by their call activity.

    • An option to export all this data to a CSV file.

  3. How do I add custom views in the dashboard? Click "+ Add view," give it a name, add the charts, tables, or leaderboards you want, and you can choose to share it with your colleagues.

 

Call Logging & Recording

 

  1. How does call recording work in Salestrail? Call recording is only available on Android. You can use either your phone's built-in recorder or the Salestrail Recorder APK.

     

  2. When should I use my phone's built-in recorder? You can use your phone's built-in recorder for SIM calls only if:

    • Your phone was bought in India, Indonesia, or Russia.

    • Your phone has a built-in recorder.

    • Your phone does not use a Google dialer. If any of these conditions don't apply, you'll need the Salestrail Recorder APK.

  3. How do I set up call recording with my phone's built-in recorder? Go to your phone's dialer > Settings > Call Recording, and enable native call recording. Then, in the Salestrail app > Recording Settings, choose the correct recording directory.

  4. How do I use the Salestrail Recorder APK? Download the APK from www.salestrail.io/apk, install it, grant all necessary permissions (like notifications, accessibility, and background usage), and then link it with your main Salestrail app.

  5. How do I record WhatsApp or WhatsApp Business calls? This is only possible using the Salestrail Recorder APK. You need to enable WhatsApp tracking, allow notification access, and select the WhatsApp source in your Salestrail app settings.

  6. Why do I need to install a separate APK for recording? Google has restricted call recording features for apps in the Play Store due to privacy and legal concerns, especially from Android 9 onwards. The Salestrail APK helps bypass these limits to allow recording.

  7. Is the Salestrail solution safe to use? Yes, Salestrail is safe.

  8. Why does Google Play Protect warn me about installing the APK? Google Play Protect gives a warning whenever you install an app from a source other than the Google Play Store. This is just a general precaution and doesn't mean Salestrail is unsafe.

  9. Why can I only hear one side of the conversation in recordings? This is usually due to device-specific restrictions and Google's privacy policies, which limit recording both sides of a call. Salestrail might only capture your voice. A workaround is to use speakerphone, or try toggling Wi-Fi calling On or Off, as this helps on some devices.

  10. Can I choose which SIM card to track if I have multiple? Yes, you can choose to track one or both SIM cards.

  11. Why does Salestrail need so many permissions? All requested permissions are necessary for the app to log calls properly. Some permissions are grouped by the device, and Salestrail might only need one specific permission from that group.

  12. Why are calls not being tracked or recorded? Common reasons include:

    • Permissions not fully granted.

    • Battery optimization not disabled for the app.

    • User being linked to the wrong organization.

    • Incorrect SIM settings.

    • Calls made outside set office hours.

    • Salestrail Recorder APK not installed or linked correctly.

  13. How do I know if a call was successfully recorded? The recording will show up under the "Recordings" tab in the dashboard. In User Management, a green dot under "recordings" means success, while a red dot means no call has been recorded.

  14. What if I see "Unknown" or "Signup Failed" in User Management? The user needs to sign up again using the desktop version of the dashboard and ensure they use the correct email.

  15. Is Salestrail compatible with TrueCaller? No, Salestrail is not compatible with TrueCaller. If TrueCaller is set as your phone's default dialer, Salestrail calls won't be recorded. Your phone's native dialer must be the default.

  16. Does Salestrail work properly with Google Dialer? For call logging, yes, For call recording, phones with Google Dialer,  can only be recorded using the Salestrail Recorder APK, as Salestrail cannot access the built-in recorder's folder.

  17. How do I get a quick report on calls per agent? The "Overview" section of your dashboard shows the number of calls for a chosen time period. You can also create custom charts.

  18. Why are recordings visible in HubSpot but not playable? Once any modification is made to a recording, it will no longer be visible in HubSpot.

  19. Can calls always be logged under a deal if one exists? Salestrail logs calls under leads, contacts, and accounts. For logging under a specific deal, you may need to consult a technician to confirm feasibility.

  20. What's needed for the app to work its best? You must grant all required permissions, turn off battery-saving modes, and ensure the Salestrail APK (if used) is correctly installed.

 

App Installation and Setup

 

  1. How do new users create an account for the new Salestrail solution? One person from your team should create an account at https://callanalytics.salestrail.io/signup and then invite others. This ensures all data goes to the same dashboard.

  2. What are the steps for users to get started with the new Salestrail app after being invited?

    1. Accept the invitation in your email and sign up on the dashboard.

    2. Activate the Salesforce integration (if applicable).

    3. Delete any old Salestrail app from your phone.

    4. Download the new Salestrail app from Google Play (Android) or the App Store (iOS).

    5. During app onboarding, choose "STANDALONE."

    6. Allow the app to run freely in the background (check your phone's Settings -> Apps -> Salestrail -> Battery - No restrictions, and Auto start / Auto launch).

  3. Is testing possible in a Salesforce sandbox environment? No, testing is not possible in a Salesforce sandbox environment.

  4. What if users have issues with app settings or call recording after installation? You can schedule a meeting with Salestrail support to go through the settings.

  5. Can all users be in the same Salestrail organization, even with teams? Yes, all users can be in one Salestrail organization and organized into teams. Alternatively, you can use multiple Salestrail organizations meaning these teams will be in different environments.

  6. What are the current app versions for iOS and Android? The current versions are iOS Version 1.6.19 and Android Version 1.12.5.

  7. How do I install the Salestrail app on my phone? Search for "Salestrail - Call log & analysis" on Google Play (Android) or "Salestrail: Track your calls" on the App Store (iOS) and install it. Log in with your email, and you'll get a verification code.

     

  8. What are the minimum requirements to use Salestrail?

    • Android 8+ for call tracking.

    • Android 9+ for call recording.

 

CRM Integrations & Data Sync

 

  1. What CRM integrations does Salestrail support?

    • Salesforce: Logs calls to Tasks by default. Custom mappings are available.

    • HubSpot: Logs calls as activities and matches them to contacts

    • Leadsquared: Automatically logs calls to Leadsquared contacts.

    •  

      Zoho
    • Microsoft dynamics

    • Custom CRMs: You can use their Push or Pull API.

  2. How often does Salestrail sync activity data to Salesforce? It syncs almost instantly, usually within about a minute.

  3. What if a call isn’t logged to the CRM? Check the "Integration Log" in the dashboard. A red dot means it failed; hover over it to see why. You can use the "Replay" button after updating the CRM contact data.

     

  4. Can I customize CRM field mapping? Yes, Salestrail can customize how fields are mapped and how data is logged for Salesforce and other CRMs. Contact support@liid.com with your specific needs.

     

  5. How does Salestrail handle duplicate CRM entries? It prioritizes entries in this order: Contact > Lead > Account. If there are multiple entries, it uses the one with the most recent activity or modification date.

     

  6. What if call data shows delays or is missing? This can happen due to:

    • Poor internet connection during calls.

    • Active battery restrictions on your phone.

    • Calls made outside your set office hours.

    • Calls made using unsupported methods (like the native dialer on iOS).

  7. How can I see the status of calls pushed to CRM? Look at the "Integration" tab on the dashboard. Green calls are pushed, pink means not pushed (hover to see reasons).

  8. Can calls be logged under a deal if one exists? Salestrail logs calls under leads, contacts, and accounts. If you need it logged under a specific deal, you'd need to consult us at support@liid.com

     

  9. Does the team need to open the app for it to run properly on iOS? Yes. On iOS, only calls made from within the Salestrail app are tracked, so users must make calls directly from the app. Incoming calls on iOS are not logged automatically and must be added manually.

     

 

Pricing & Licensing

 

  1. How do licenses work in Salestrail? Every user who accesses the dashboard needs a license, including managers and invited users. To reduce your license count, you'll need to contact support@liid.com.

  2. Are there discounts for annual plans? Yes, paying annually provides a 30% discount. 

  3. Can I start with a monthly plan and switch to yearly later? Yes, you can start monthly and then switch to an annual plan, which will give you a 30% discount.

     

  4. What are the price benefits for more users? If you have over 50 users, please speak to us about a possible discount. sales@liid.com 

  5. Are all people who need dashboard access considered users? Yes, anyone who needs to access the Salestrail Dashboard is considered a user and requires their own license.

  6. Can different types of licenses be purchased (e.g., full feature vs. management only)? No, everyone needs the same type of license, even if they are not making calls. They will need a licence in order to access the dashboard and view call data.

  7. How can I add more users? You can tell Salestrail how many more users you need, and you'll be charged for that amount. Their licenses will end at the same time as your existing ones.

  8. How are invoices paid? Invoices can be paid by credit card or debit card. If you wish to use another mode of payment, please reach us on sales@liid.com 

  9. When does a subscription become active? Once your payment is processed, the subscription becomes active, and you get full access to the dashboard.

 

Support & Meetings

 

  1. How can I schedule a meeting for assistance or onboarding? After you create a paid subscription, you can schedule a meeting with Yvonne using this link: https://calls.salestrail.io/BookAMeetingYvonne.

  2. Who should I contact for payment questions? You can reach us at support@liid.com 

  3. Who should I contact regarding tax documents for compliance? You can reach us at support@liid.com 

  4. Is there a video demo available? Yes, a video demo is available at https://calls.salestrail.io/SalestrailVideoDemo

  5. Who can I contact for general questions or assistance? You can contact us directly via email on support@liid.com or use the chat button on the bottom right of the Salestrail dashboard.

  6. Why might calls not be logged in Salesforce even if they show on the dashboard? Check the "Integration" tab on the dashboard. It will show if calls were pushed (green) or not (pink), and if not, hovering over the pink dot will give you a reason why call is not pushed.


 

Other Questions

 

  1. Do you offer new numbers? No, Salestrail is not a VoIP solution. You just need your regular GSM/SIM number.

  2. Which countries do you support? Salestrail supports all countries, as long as you can install the Salestrail App there.

  3. Who are your competitors? Salestrail is fairly unique, but tools like JustCall and Aircall may be viewed as general competition depending on the use case and customer preferences. 

  4. What happens if a user is in the wrong organization? They need to log into their Salestrail dashboard, go to User Management, click on their own name, and click "Delete user." Then, they need to sign in again, and they should be redirected to the correct organization.

  5. How do I untrack a personal call? In the app, click on the specific call and then choose "Untrack." You can also choose to untrack future calls to that number.

  6. How do I log iOS calls? All calls must be made from within the Salestrail app to be tracked. Incoming or external calls cannot be logged automatically and must be added manually. WhatsApp and WhatsApp business calls cannot be logged on iOS.

  7. How do I know what organization I am in? Go to the Profile icon on the dashboard to see your organization's name and ID. You can compare this with your team's information.

  8. How do I download and format call data? Export the data as a CSV from the dashboard. In Excel, open the CSV, select column A, then go to Data > Text to Columns > Finish.