--- title: "CallRail Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is CallRail the right Call Tracking solution for you? Explore 173 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/141829/CallRail/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-19" --- CallRail 4.5 (173) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 19th, 2026 # Reviews of CallRail Ease of use 4.4 Customer Service 4.3 ## Pros and Cons in Reviews SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “CallRail was simplistic, cost effective, and had many perks that other smaller platforms did not do as well at (think phone trees/IVR customization, marketing number pools, high level reporting)“ November 13, 2025 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “One key insight I needed was into individual rep performance, which CallRail did not provide.“ November 13, 2025 IB Irene B Digital Marketing ManagerFinancial Services, 11 - 50 employeesUsed the software for: 1-2 years. “They provide fantastic ad-referred tracking—not only in real time but also if the client calls back later.“ November 25, 2025 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “I used CallRail for many years before my call center outgrew what they offered.“ November 13, 2025 SM Sean M Director of AdmissionsHospital & Health Care, 501 - 1,000 employeesUsed the software for: More than 2 years. “That being said, I would absolutely recommend CallRail to a smaller center that isn't looking for a call platform so big that it can be cumbersome.“ November 13, 2025 IB Irene B Digital Marketing ManagerFinancial Services, 11 - 50 employeesUsed the software for: 1-2 years. “They are a little hard to understand.“ November 25, 2025 DV David V Lead DeveloperInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “Overall it's a been a positive experience and we have continued to increase our use of CallRail over this last year and expect to increase our usage in the coming year.“ November 15, 2025 AK Andrii K CEOConsumer Goods, 2 - 10 employeesUsed the software for: Less than 6 months. “The fact that such a significant change in billing was made without my explicit consent is not only unethical but also suggests a lack of regard for customer preferences and authorization. Upon contacting CallRail to address this issue, their response was beyond disheartening.“ October 25, 2023 ## Showing most helpful reviews Showing 1-25 of 173 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ashley R. SEO Marketing and Advertising Used the software for: 2+ years ### "Highly Recommend CallRail to All Clients" December 18, 2024 5.0 very highly recommended and is a staple to our company and our clients Pros Helps tremendously to track leads and create unique phone numbers for each campaign Cons It can't capture everything, but it is not necessarily a direct fault of this system Review Source SM Sean M. Director of Admissions Hospital & Health Care Used the software for: 2+ years ### "Great Option for smaller Call Centers" November 13, 2025 5.0 I used CallRail for many years before my call center outgrew what they offered. That being said, I would absolutely recommend CallRail to a smaller center that isn't looking for a call platform so big that it can be cumbersome. CallRail was simplistic, cost effective, and had many perks that other smaller platforms did not do as well at (think phone trees/IVR customization, marketing number pools, high level reporting) Pros I loved CallRail's simplicity. While it may not have all the bells and whistles of a major platform, it's simplicity allows it to be the perfect option for an entry level business needing a solid call platform. Cons My disclaimer is that I haven't used CallRail in over a year, but when I did use them, they had limited reporting options. One key insight I needed was into individual rep performance, which CallRail did not provide. Switched from [Invoca](https://www.capterra.com/p/142981/Invoca/) Better pricing, better reporting. Allowed us to purchase marketing numbers and have good insight on the calls we were receiving. Review Source BB Billy B. CEO/President Construction Used the software for: 2+ years ### "Aggressive company" July 17, 2023 1.0 My overall experience is that their system is in need of improvements and their business practice is aggressive and not aimed at helping their customer. Pros I liked that they could automatically label calls based off what people are saying Cons The accuracy of what was said versus what the system labeled. Truly, the reason for this review is because after 4 years of loyal use of their system our company grew and needed a more comprehensive call management company. After ending our account with call rail we had a need to run a report on calls. Call rail informed me that they have all of our data but that unless we sign back up for their service we cannot have it. I never considered that years ago when hiring them. I assumed our data would always be our data. Review Source IB Irene B. Digital Marketing Manager Financial Services Used the software for: 1-2 years ### "Fantastic Ad-Referred Calls Tracking" November 25, 2025 5.0 Overall we use it to track our ad-referred calls—Google, Facebook and Bing ads. It’s helped us accurately track it. Pros They provide fantastic ad-referred tracking—not only in real time but also if the client calls back later. Cons Their subscription plans are ok—could be a tad more affordable. They are a little hard to understand. Alternatives considered [Invoca](https://www.capterra.com/p/142981/Invoca/) Reason for choosing CallRail Our vendor partner had working experience using it. Review Source JZ Jason Z. Digital Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "CallRail is a perfect solution for agencies" August 17, 2021 5.0 CallRail software has been a great solution for our agency but in addition the people at CallRail have offered top notch support along the way. Pros From a marketing agency perspective, CallRail is a powerful solution for lead attribution for specific channels. The phone call and form submission data is critical to showing value to clients. Cons Easier solutions for adding multiple Keywords pools if needed and the ability to use as few as 2 phone numbers in a keyword pool for small clients would be ideal. Switched from [CTM](https://www.capterra.com/p/152004/Call-tracking-software/) We originally switched because we needed a better solution and would never go back. Review Source AA Armando A. Head of Product Development Program Development Used the software for: 2+ years ### "General use" September 16, 2024 5.0 User friendly, competitive costs, rarely ever fails. Pros The interface is very user friendly and easy to learn. Cons It lacks integrations and automations compatible with other platforms, and the variety of Tracking Numbers to purchase is very limited. Alternatives considered [CTM](https://www.capterra.com/p/152004/Call-tracking-software/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing CallRail Cost of usage, user interface and effectiveness. Review Source JP Jonelle P. Director of Customer Service Consumer Services Used the software for: 6-12 months ### "Drop All other APPS and Use CallRail " December 15, 2023 5.0 This is the best app for any company that has to deal with call taking. Trust me you wouldn't regret it . Pros I love its simplicity it is super user-friendly and the features are so convenient. I am so in love with the call recording and transcript aspect of it. You can use it a a chat and even text app. It's the full melting pot for any company that has to review calls or even has a customer service department. Cons I haven't found any as yet when I do I will update you. Switched from [Dialpad Connect](https://www.capterra.com/p/190976/Dialpad-Sell/) It's cheaper and the features and user interface are much better than Dial pad. Review Source CJ Colin J. VP Marketing Hospital & Health Care Used the software for: 2+ years ### "Functional and Easy to Implement" January 22, 2022 5.0 Pros CallRail is easy to use, pretty intuitive, and does a great job overall with segmenting call volume. Cons If you have a complicated marketing system, CallRail can get overwhelmed with the dynamic number insertion and may provide contradictory information between "Sources" and "Numbers". Alternatives considered [CTM](https://www.capterra.com/p/152004/Call-tracking-software/) Reason for choosing CallRail CallRail seemed like a better fit for our organizational needs. Review Source EK Emma K. SEO Specialist Marketing and Advertising Used the software for: Less than 6 months ### "High Quality and Reliable Call Tracking Software" March 11, 2020 5.0 CallRail saves us a lot of time by presenting the data in Google Analytics where all of our other KPIs are housed. My team has also had very positive experiences with the customer service team. Pros The main reason we switched from another call tracking software is because of the fact that CallRail integrates directly with Google Analytics. I love that we are able to set up phone calls as a goal right in GA. This also then means it integrates directly with our GDS reporting software. Cons I wish that you could choose the timeframe in which two calls from the same number is deemed a unique call or not. The 30 day timeframe is a long time and if a user calls on the 1st and then again on the 27th of a month, for example, it could be for two separate sales/conversions. Switched from [Marchex](https://www.capterra.com/p/152002/Call-Analytics/) Integrated directly with Google Analytics and Google Data Studio Review Source CC Christine C. Administrator Arts and Crafts Used the software for: 2+ years ### "Powerful Call and SMS Tracking with Scalable Pricing" February 24, 2026 4.0 Pros What I like most about CallRail is how it ties calls and SMS directly to marketing results. The call management tools, recordings, and quality tracking make it easy to improve performance while knowing exactly which campaigns drive real leads. Cons What I liked least about CallRail is that pricing model. For smaller teams, the cost can scale faster than expected if you’re running multiple campaigns. Review Source DV David V. Lead Developer Information Technology and Services Used the software for: 6-12 months ### "Great Lead Attribution and Lead Tracking" November 15, 2025 5.0 Overall it's a been a positive experience and we have continued to increase our use of CallRail over this last year and expect to increase our usage in the coming year. Pros CallRail gave us a tremendous leg up in lead attribution and provides a great return of value for the cost of this software. It's helped our clients optimize landing pages and their sales funnels. Cons Teaching other team members and sharing account access has been a little difficult, also generating reports can be challenging. Review Source VR Verified Reviewer Marketing Coordinator Construction Used the software for: 6-12 months ### "CallRail: Call Recording That Just... Works." December 6, 2022 5.0 CallRail allows us to track conversions from our ad campaigns more effectively, with greater precision, and with more analytic data than would otherwise be possible. CallRail's customer service is excellent, and they walk you through the setup process and tailor it to your needs as a company. Pros CallRail's best feature is the ease of use after it is set up. We use it for two things: call recording and conversion tracking, and while there is a host of other features that CallRail offers, I have only used these two features. They work smoothly with our other systems (Google Ads and our phone provider) and we have had no issues in the time I have used it. Cons The ability to choose a custom phone number rather than having them assigned as an add-on to the base package would be excellent. This is the only feature that is not currently provided in the product that my company would use, if it were available. Reason for choosing CallRail Ease of use Review Source MM Mike M. HR Manager Used the software for: 1-2 years ### "Ultra-Powerful Call Tracking & Management" March 14, 2018 5.0 We really value CallRail for all that it has enabled us to do with our company numbers. It allows us to gain valuable insights every day and the options seem to keep expanding, which is great. Check it out if you need a high-level call and number management system. It's perfect for companies looking to understand their data and grow. Pros CallRail is an immensely powerful platform from which to manage tracking numbers, get analytics about call volume and type, and so much more. It's actually hard to know where to begin in describing the positive elements because there are so many. We use the system to manage internal lines, as well as those for our clients, and we've greatly enjoyed our experience over the last couple of years. It's very easy to set up individual silos and see statistics on calls, texts, unique callers, and so forth, but the options go pretty far beyond those basics. There's a really nice reporting area that breaks the calls down into acquisition and behavior (each of which contain multiple additional segmentation options), for starters. CallRail also integrates with Facebook, Google Analytics / AdWords, Wordpress, and a bunch of others. There are tools to set up call forwarding based on time of day and other metrics, too. The overall feature set is immense and we've had a lot of success both internally and externally from using the system. Cons We haven't experienced many negatives. The system works as it should without issue, for the most part. Sometimes the number of features and available options can be slightly overwhelming, but the layout is fairly intuitive. Review Source VR Verified Reviewer Account Director Marketing and Advertising Used the software for: 2+ years ### "Best call tracking software available" June 23, 2022 4.0 Overall I'd say this is the best call tracking software a marketing agency can use for their clients. Pros Callrail is easy to use, easy to integrate with reporting software and easy to track what calls come from what source. It's great for all of our clients and with the main dashboard allows easy use. Cons You have to contact customer support to set up more than one website pool but they do reply fast. Review Source BK Blake K. Marketing Operations Specialist Outsourcing/Offshoring Used the software for: 6-12 months ### "Covers the gaps on attribution" October 2, 2017 5.0 We've been able to automatically log our inbound call data and read between the lines on data like campaign sources to help justify sales and marketing spend. The marketing team sees benefit, the sales team catches more leads... CallRail is an all-around winning system. Pros Lots of integrations that all work really well (we frequently utilize WebHooks/Slack to instantly alert sales teams, and the HubSpot integration to get new calls logged into our CRM in real-time). Generating unique ad extension numbers and tracked number pools for landing pages used for paid advertising campaigns has been crucial to assessing performance through those channels, as well. We've also gotten pretty creative with developing call flows, which can be built out alongside your existing auto-attendant setup and utilize custom menus, scheduling (particularly useful for bi-coastal companies), round robin call distribution, and more. As a sales and marketing outsourcing and consulting firm, we have an agency-like setup with access to multiple accounts, so we can easily serve and administer call tracking for our clients from a single login, and grant selective access to other users. If you're trying to patch holes in lead attribution for your marketing team or just want to ensure you're never missing out on an opportunity coming from the phones, CallRail is your solution. Cons Support documentation can sometimes take a couple of readthroughs to understand, and navigating the menus can be a little confusing on occasion. Review Source VR Verified Reviewer Managing Partner Used the software for: 2+ years ### "Best Call Tracking Software on the Market" April 4, 2018 5.0 Best call tracking software on the market. Pros We use CallRail with all of our projects. Super easy setup for each number, local & 8XX, call attribution, campaign tracking, dynamic number insertion, keyword level, multi channel attribution, recording and listing with a click, analytics, call backs and so much more. Cons The price is fair but the cost per minute can get pricey. I'd say they sit about level with the market but have a cleaner user interface. The white label feature is only available in their Pro option while their competitors offer it at the entry level option. Review Source VR Verified Reviewer Marketing Account Manager Financial Services Used the software for: 1-2 years ### "I used CallRail to track a number of SEO campaigns." July 5, 2018 5.0 Using call tracking through CallRail was a great way to keep our clients informed as well as see the direct results of tests and changes we made on client websites. Pros CallRail is very easy to use and the dashboard is great for showing how many calls are coming in and what results look like at a glance. Sorting through campaigns is super easy, and it's very easy to see all the campaigns you are running with a client all in one view, which is great. Setup is fairly easy, there aren't a lot of extra steps in creating new campaigns or making adjustments. The dynamic number insertion was fantastic for SEO and PPC campaigns. Not having a contract was also a plus and the pricing was very reasonable. It has integration with both Google Analytics and Google Adwords which makes attribution super easy too. Cons Occasionally I would have issues with the IT team of a client if they were running through phone trees on their end, but that's not something that call tracking seems to be able to figure out anyway. I really didn't have a lot to complain about. Review Source VR Verified Reviewer Senior Business Intelligence Analyst Marketing and Advertising Used the software for: 2+ years ### "Amazing Customer Service" March 26, 2019 5.0 Pros I cannot say enough amazing things about the customer success team at this company. They are quick to respond, friendly, and proactively reach out to discuss new features. The product itself is great, and includes pre-packaged reporting that can be automated to email. Cons The service can be a little costly but seems to be in line with competitors. This is a small con compared to the benefits this product actually gets you. Review Source JL Jill L. Marketing Operations Specialist Packaging and Containers Used the software for: 2+ years ### "Works as it's meant to" June 24, 2022 4.0 Our overall experience has been good. We can review the calls for keywords, leads, trends, etc. We can track the number of calls resulting from our website. It has been a good experience. Pros We can view how many calls are a direct result of our website by only displaying CallRail phone numbers on our site. Cons The transcription isn't as good as we had hoped, especially for the price. Reason for choosing CallRail We did not consider other alternatives Review Source VR Verified Reviewer Director of Digital Strategy Used the software for: 1-2 years ### "Easy way to Spot Check Customer Service Reps" April 19, 2018 4.0 Call tracking as the name says. Breaks calls down by user, source, date etc. its great. Pros This is a fast and easy way to spot check your call centers as well as track marketing initiatives . It is very easy to set up multiple numbers and you can make custom ones quickly. Cons The ability to Jump around inside of a recording could be improved. Its not easy to find where you are. should fucktion more like a video platform. Review Source JW Jack W. Head of Digital Marketing Computer Software Used the software for: 6-12 months ### "Support is helpful and the overall platform is easy to use and fully-featured" January 17, 2019 4.0 Overall, CallRail is one of the best platforms for agencies looking to offer call tracking services to their clients, and provides a wealth of features and support to help you along the way to offering a fully-fledged call tracking solution. Pros CallRail is good for agencies, as it offers specific features to suit agencies, such as built-in margins, client billing, etc. Their customer support is helpful, and are willing to set up features for you. Using the platform is straightforward with everything being a guided process, along with a ton of support articles to go alongside. Cons Customer support, while helpful, are difficult to get ahold of at times. Their live chat is rarely available and there's no phone number for calling their support from outside the US. Additionally, their pricing only charges in dollars, making it difficult for agencies who work in GBP, in addition, their billing system often has issues when changing packages, causing it to charge inflated amounts. Review Source TD Trevor D. Marketing Manager Automotive Used the software for: 2+ years ### "Great software, affordable, easy to use and customize" July 20, 2021 5.0 improving marketing attribution to google ads and google my business. also improving the sales process Pros callscribe for custom lead classification and categorizing calls, the timeline for web history to call is also a great feature Cons i don't like how they erased call data X years or months old. i would like to retain all historical data. i assume they are making space on their servers? Review Source VR Verified Reviewer Pricing Strategy Advisor / REALTOR(R) Used the software for: Less than 6 months ### "CallRail is awesome." January 31, 2018 5.0 Pros I use CallRail for the phone system on two companies. Call rail lets you choose to either have your menus read in a high-quality TTS engine so you don't need to record your messages, or you can upload recordings for your menus. It allows for easy call recording, voicemail boxes, forwarding to phone numbers in sequence, or pretty much anything else you could need. Cons There are three features I wish CallRail had. 1. Ability to construct the path of menus such that each path can be reused. (Ex. If I send someone to sales, I need CallRail to play a message telling the caller they're being transferred. If no one answers, they get sent to a general voicemail box. The same path happens again for Support, and the same happens for people looking for work. I need to maintain that path in 3 places.) 2. I wish they allowed people to use their voice to ask for someone instead of having to push a button. (With idiots trying to use their phone while driving, that could cause an accident.) 3. I wish they'd allow key people in the company to have their own extension. That would really help out when a client calls to speak to one of our contractors and we need to transfer the call to that contractor. Review Source Response from CallRail January 31, 2018 Thank you so much for this valuable feedback! We'd actually love to speak to you more about some of the feature requests you mentioned. If you're willing to chat with someone on our team about your use cases for these, please send me an email at reviews@callrail.com. Hope to hear from you soon. - Kate KB Kevin B. Pres Used the software for: 2+ years ### "Easy to Set Up Call Tracking for your Website" August 1, 2018 4.0 Allow sus to measure conversions for phone calls from our online marketing efforts. Without call tracking, we could not attribute where our phone calls were coming fro and measure ROI of our online spend. Pros Affordable and fairly simple to set up on your website. Make sit easy to establish an ROI for your paid or organic traffic. Cons Reporting is still pretty weak. Not very easy to set up custom data and filter through the data. Basic information is there bot not very customizable reporting. Review Source iR ilysse R. Project Manager Marketing and Advertising Used the software for: 2+ years ### "Perfect for Call Tracking" November 10, 2020 5.0 Most of our clients who use CallRail are very happy with the results. Not only can they see how many calls are coming in and where they're coming from, but they can also record the calls. Pros Using CallRail allows our clients to be able to see where all of their website traffic is coming from that is resulting in phone calls and form submissions. Cons CallRail can be rather expensive, but there are options to downgrade the account if you don't need every feature. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.