LeadSquared Call and SMS Tracker App

1. Feature Overview

Google updated it’s Google Play Developer policy, changing how permissions related to Call Logs and SMS are handled.

Now, only apps which use Call and SMS permissions as part of their core functionality are allowed to request for them. This means that only apps selected as the user’s default app for making calls or sending text messages are permitted to access Call and SMS Logs (see Use of SMS or Call Log permission groups). As a result, many popular apps have either removed features and functionality that are dependent on these permissions or de-listed themselves from the Google Play Store.

LeadSquared has removed Call and SMS permissions from the Android app available on the Google Play Store. To use Call and SMS related features (Call recording and Lead Id pop-up, automated call and SMS tracking), you will now have to download the LeadSquared Call and SMS Tracker app. This app allows you to enable all relevant permissions for call and SMS recording.

Note:

  • This app is only an assistant to the main LeadSquared app available on the Play Store. Its purpose is to enable Call and SMS tracking functionality.
  • To automatically record calls, on the Permissions page, under Call and SMS, enable the Record Calls permission.

 

2. Prerequisite

  • You must have an Android mobile device. The call recording feature is not supported on iOS devices.
  • Only install this app once you have updated the main LeadSquared Mobile App to the latest version.
  • You can check the version number by navigating to the main menu of the app and selecting Setting icon –

LeadSquared app version

 

3. Install Call and SMS Tracker App

To start tracking call and SMS activities on your LeadSquared mobile app, download our Call and SMS tracker app –

Download the latest version now

Once you click the download app button above, you may be prompted with a request to ‘Install Apps from Unknown Sources’. This is required to allow your default browser to download apps from the web.

You can also enable this permission from your device settings –

  1. On your device, navigate to Settings.
  2. Search for Unknown Sources. Then enable Allow installation of apps from unknown sources.

Depending on your device the setting may look like this –

apps from unknown sources chrome permissions for apps

Or like this –

LeadSquared - Install unknown apps

Once you install the app, first login to your LeadSquared account –

call and SMS app permissions

Be sure to accept all permissions so –

  • All Call and SMS activities are automatically captured.
  • Call Recordings with your business prospects are captured.
  • All lead calls that were recorded can be stored in your device.

Note: As long as these permissions are enabled Call and SMS tracking functionality –

  • Will continue to work even if the Call and SMS tracker app is not running in the background.
  • Will work even if you are offline.
  • Can be disabled only from the settings of your device.

 

4. Enable Call Recording on Your Device

You can record your users’ inbound/outbound calls for review and quality control. The calls are automatically posted as activities in the Activity History section of the Lead Details page. Recorded calls can also be downloaded.

Note:

  • This feature may not be supported in some mobile phones as it is device dependent. If it is not supported on your mobile, reach out to your account manager or write to support.
  • If you’re using Xiaomi mobile phone, enable call recording through Mobile device settings.

To enable call recording on your device –

  1. From the dashboard, tap LeadSquared - Mobile app menu.
  2. Tap Setting icon and then tap Call and SMS.
  3. Under Call Settings, enable the following permissions –
    • Show lead identification popup.
    • Show popup for unknown numbers.
    • Record calls.

LeadSquared - Enable Call Recording on Your Device

 

5. Set Call Recording Permissions on Web App

  1. From the main menu, navigate to My Profile>Settings>Mobile App>Permissions.
  2. Click Edit.
  3. Under Calls and SMS, set these permissions under the specific user roles to record calls –
    • Track Calls.
    • Record Calls
      • No Calls –  No call activities are recorded.
      • All Calls – All call activities are recorded.
    • Track SMS.
    • Override settings on device – If enabled, the call and sms permissions set by the Admin will override the mobile device level settings enabled by the users.
  4. Click Save.
Note: To know more about setting mobile app permissions on the web platform, see Configure Mobile App Settings from the Web Platform.

LeadSquared - Set Call Recording Permissions on Web App

 

6. View Recorded Activities

6.1 On the Web App

  1. Navigate to Lead>Manage Leads.
  2. Click on a relevant lead and open the Lead Details page.
  3. On the Lead Details tab, click Activity History.
  4. Alongside the call activity,
    • To download the recording, click Cloud Calling.
    • To listen to the recording, click LeadSquared CTM Telephony.
Note: The recorded calls are stored in mp4 format.

LeadSquared - View Recorded Activities

 

6.2 On the Mobile App

  1. Navigate to the relevant Lead Details page.
  2. Tap Activity History.
  3. Tap on the relevant outbound call activity.
  4. On the Activity Details page, alongside Recording, tap LeadSquared - Listen to Recording icon.

LeadSquared - View call recording on mobile

 

Any Questions?

Did you find this article helpful? Please let us know any feedback you may have in the comments section below. We’d love to hear from you and help you out!

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Aaryan Motors Bhandara
Aaryan Motors Bhandara
4 months ago

Booked inquiry not seen
CDMS

Dharshana Santhanam
Reply to  Aaryan Motors Bhandara
4 months ago

Hello, Aaryan.
Can you please elaborate on your issue?

Nandu V K
Nandu V K
7 months ago

Hi, one of my team member is having trouble in getting the inbound and outbound call activity logged. It is not at all consistent in that case. It only logs inbound and outbound call activities randomly. Most often than not it does not work.

Dharshana Santhanam
Reply to  Nandu V K
7 months ago

Hi, Nandu.
Please explain the issue in detail and write a mail to support@leadsquared.com

Bhupeender
Bhupeender
8 months ago

how to install cloudtelephoney extension for the andriod app

Dharshana Santhanam
Reply to  Bhupeender
8 months ago

Hello, Bhupeender.
The Cloud telephony extension is not supported on the mobile app.

Bhupeender
Bhupeender
Reply to  Dharshana Santhanam
8 months ago

So how do I make calls from the app ? Is there any other option ?

Dharshana Santhanam
Reply to  Bhupeender
7 months ago

Hello, Bhupeender.
Yes, you can make calls directly from the app. To know more, refer to Make Calls and Send SMS Using the Mobile App.

Aadarsh Maity
10 months ago

How to get this call recorder app for IOS mobile ??

Dharshana Santhanam
Reply to  Aadarsh Maity
10 months ago

Hello, Aadarsh.
The LeadSquared Call and SMS Tracker app is not available for iOS devices.

Aadarsh Maity
Reply to  Dharshana Santhanam
10 months ago

When can I expect this app for iOS?

Dharshana Santhanam
Reply to  Aadarsh Maity
10 months ago

We have this item in our pipeline. As per the Apple guidelines, we will be able to support only outbound call tracking functionality. Inbound calls and SMS tracking cannot be supported.

Aadarsh Maity
Reply to  Dharshana Santhanam
10 months ago

So how can I track outbound calls? if answer is yes then let know how to do it.

thank you !

Sri Sudhan
Admin
Reply to  Aadarsh Maity
10 months ago

Hey, Aadarsh. Only inbound call tracking for iOS devices is in our pipeline. Outbound calls cannot be tracked because of privacy restrictions imposed by Apple. However, you can use the Mobile Cloud Calling feature to track both inbound and outbound calls placed from your account. To know more, contact your account manager, or mail support@leadsquared.com.

Sri Sudhan
Admin
Reply to  Sri Sudhan
9 months ago

Hey, Aadarsh. Apologies, the previous comment is incorrect. On iOS devices, outbound calls can be tracked, when they are placed directly from the LeadSquared mobile app (and NOT from the mobile device dialpad), while inbound calls cannot be tracked.

Pravin Kumar Mishra
11 months ago

Resigned FLS showing in lead Square but new FLS are not showing kindly rectify and call me asap

Dharshana Santhanam
Reply to  Pravin Kumar Mishra
11 months ago

Hey, Pravin.
Can you please elaborate on the issue, and send a mail to support@leadsquared.com? We’ll resolve it ASAP.

Kamran khan
Kamran khan
1 year ago

Hi the mobile application is unable to track calls made from my phone directly, earlier it used to track, but unfortunately since Saturday it’s not working, can anyone assist me on the same .

Dharshana Santhanam
Reply to  Kamran khan
1 year ago

Hi, Kamran. Please try uninstalling and reinstalling the Call and SMS Tracker app. If the problem persists, you can reach out to support@leadsquared.com.

Kamran khan
Kamran khan
Reply to  Dharshana Santhanam
1 year ago

Thankyou Dharshana for the quick response, but unfortunately I’ve tried all possible ways and the same is still not working.

Kamran khan
Kamran khan
Reply to  Dharshana Santhanam
1 year ago

Hi Dharshana,

I’ve tried all multiple options unfortunately with no success, and its not only me there are couple of more peeps here having the same issue, can you just check if the issue is from the LSQ call & sms tracker app side.

Dharshana Santhanam
Reply to  Kamran khan
1 year ago

Hi, Kamran. We’ll need more context here. Can you please send a mail detailing this issue, to support@leadsquared.com. Thanks.

Dhruv
1 year ago

Hey, Can the manager also listen to the call recording of a agent? I am unable to see it for my team…

Dharshana Santhanam
Reply to  Dhruv
1 year ago

Hi, Dhruv. Yes, the sales manager can also listen to their sales users’ call recordings. On the web application, the recording will be displayed on the Activity History screen of the Lead Details page. On the mobile app, navigate to the Lead Details page and tap on Activity History. Tap on the relevant outbound call activity. On the Activity Details page, alongside Recording, tap on Tap to Listen.

Anuj
Anuj
1 year ago

Hi how to get the recordings and is there any analysis available. For the call records and sms. Somelike if I want analyse day wise, agent wise, project wise , total hours, active hours, waste call time, productive call time.

Dharshana Santhanam
Reply to  Anuj
1 year ago

Hi, Anuj. You can find these on the Phone Call Metrics Report. You can also view a detailed Call Analysis report in SIERA.

anuj
anuj
1 year ago

Is auto dailling option available on this.

Sri Sudhan
Admin
Reply to  anuj
1 year ago

Hi, Anuj. Thanks for reaching out. Auto-dialling is currently not supported through the app. When you tap on the lead’s number, the number is auto-populated on your phone’s dialer pad. Here, you’ll have to tap the call button to place the call to the lead. Hope this helps.

faisal
faisal
1 year ago

can we upload call record to LSQ

Sri Sudhan
Admin
Reply to  faisal
1 year ago

Hi, Faisal. If you’re asking about uploading an existing call recording file to LeadSquared, then yes, it can be done by attaching the file as an Activity Attachment.

But if you’re asking if you can upload the call record logs to LeadSquared, then no, this cannot be done. Hope this helps.

Vrindha
Vrindha
1 year ago

Can we also record calls?

Sri Sudhan
Admin
Reply to  Vrindha
1 year ago

Hi, Vrindha. Yes, you can record calls, provided on the Permissions page, under Call and SMS, the Record Calls permission is enabled.

Lalit
Lalit
Reply to  Sri Sudhan
1 year ago

Hi Sri,

I have tried the call recording, but is not being available in the activity history. The play icon comes but there is no sound in the recording its all blank, also I was told that this feature use to work few years back but doesn’t work anymore. Could you please share me few models of mobile phones it would still work.

Sri Sudhan
Admin
Reply to  Lalit
1 year ago

Hi, Lalit. This is most likely an issue caused by the device you’re using. We don’t have a list of recommended devices. We’d suggest you try the feature on a different phone, and check if it works there. As an alternative, we’d recommend you use the Cloud Calling feature to record calls.

Isaac
Isaac
2 years ago

I cannot install LSQ after following all the instructions. Please help

Sri Sudhan
Admin
Reply to  Isaac
2 years ago

Hi, Isaac. That shouldn’t be happening. Can you please elaborate on the issue you’re facing, and send it as a mail to support@leadsquared.com.

Jay
Jay
2 years ago

Can You Share Likn for iOS version for same

Sri Sudhan
Admin
Reply to  Jay
2 years ago

Hi, Jay. Thank you for reaching out to us. Sorry, we currently don’t support the iOS version of this app. If this changes in the future, we’ll let you know.

premjit
premjit
Reply to  Sri Sudhan
1 year ago

did we get any ios version now ?

Sri Sudhan
Admin
Reply to  premjit
1 year ago

Hi, Premjit. No, we still haven’t launched an iOS version. This is because of certain restrictions imposed by Apple. If this changes in the future, we’ll work on building an iOS version.