Getting Started with CallGrid

Welcome to CallGrid! This guide will walk you through your first steps to get your account up and running quickly.

Step 1: Accept Your Account Invitation

When you receive your CallGrid invitation email:

1. Click the invitation link in your email
2. Choose "Sign in with Google" (recommended)
3. • This makes future logins faster and more secure
   • No passwords to remember
   • Same Google account you use for business
3. Authorize CallGrid to access your Google account
4. You'll be automatically logged into your new CallGrid dashboard

Alternative Login Methods

If you prefer not to use Google:

• Select "Email Magic Link" option
• Enter your email address
• Check your inbox for a secure login link
• Click the link to access your account

Step 2: Choose Your Theme

Your dashboard appearance matters for daily use. Let's personalize it:

1. Click your profile icon (top right corner)
2. Select "Profile" from the dropdown
3. Choose a theme preset:
4. • Light Mode: Clean, bright interface for daytime use
   • Dark Mode: Easy on the eyes for extended use
   • Custom: You have full control
4. Customize colors to match your brand (optional)
5. Click "Save" to apply changes

Step 3: Invite Your Team

Get your team set up early to avoid delays later:

Adding Team Members

1. Navigate to Profile → Users
2. Click "Invite User"
3. Enter their email address
4. Select appropriate role:
5. • Admin: Full access (billing, settings, users)
   • Member: Read-only reports (great for clients)
5. Click "Send Invitation"

The team member will receive an invitation email and can use the same Google authentication process you used.

Step 4: Set Up Billing & Auto-Recharge

CallGrid operates on a prepaid system. Set up automatic funding to prevent service interruptions:

Add Your Payment Method

1. Click your organization icon (Bottom Left) → Organization Settings
2. Go to Manage → "Plan & Billing" section
3. Click "Add a default payment method"
4. Enter your credit card details:
5. • Card number
   • Expiration date (MM/YY)
   • CVC security code
   • Billing address
5. Click "Add Card"

Configure Auto-Recharge (Critical!)

Auto-recharge prevents your campaigns from stopping unexpectedly:

1. In the Billing section, find "Auto Recharge"
2. Toggle it "ON"
3. Set your thresholds:
4. • Minimum Balance: $25 (when to trigger recharge)
   • Recharge Amount: $100-500 (how much to add)
4. Save settings

Step 5: Purchase Phone Numbers

Phone numbers are the foundation of call tracking. Buy these first since you'll need to reference them when creating destinations.

Option A: Buy Individual Numbers (Simpler)

1. Navigate to "Numbers" in the main menu
2. Click "Buy Numbers"
3. Choose number type:
4. • Local Numbers: Specific area codes for geographic targeting
   • Toll-Free Numbers: National reach with professional appearance
4. Select area code (for local numbers)
5. Choose how many numbers: Start with 1-5 for testing
6. Click "Purchase Numbers"

Option B: Create Number Pool (Recommended for Dynamic Tracking)

1. Navigate to "Number Pools"
2. Click "+ New Pool"
3. Pool Configuration:
4. • Pool Name: "Test Pool - Local 813" (use your area code)
   • Pool Type: "Local Numbers" or "Toll-Free Numbers"
   • Area Code: Your target area code (e.g., 813 for Tampa)
   • Maximum Numbers: 25 (good starting size for testing)
4. AFK Timeout Settings:
5. • AFK Timeout: 3 minutes (how long to hold numbers for visitors)
5. Click "Create Pool"
6. Purchase numbers for the pool:
7. • The system will prompt you to buy numbers
   • Start with 10-25 numbers for testing

Number Selection Guide

Local Numbers Best For:

• Geographic targeting
• Building local trust
• Cost-effective for regional campaigns

Toll-Free Numbers Best For:

• National campaigns
• Professional appearance
• No geographic limitations
  

Step 6: Create Your First Buyer

Buyers are the entities that purchase calls from you. Set up at least one buyer before creating destinations.

Create a Buyer

1. Navigate to "Buyers" in the main menu
2. Click "+ New Buyer"
3. Fill in buyer details:
4. • Name: "Test Buyer" or your actual buyer company name
   • Email: Primary contact email for this buyer
   • Phone: Contact phone number for the buyer
4. Click "Save Buyer"

Step 7: Create Your First Destination

Destinations are where calls actually get routed. Each destination is linked to a buyer.

Create a Static Destination

1. Navigate to "Destinations" in the main menu
2. Click "+ New Destination"
3. Configure basic information:
4. • Name: "Test Destination - [Buyer Name]"
   • Buyer: Select the buyer you just created
   • Timezone: Select the buyer's timezone
   • Sub ID: Leave blank for now
4. Business Hours Configuration:
5. • Toggle "Always Open" ON for testing
   • Or set specific hours for production use
5. Phone Settings:
6. • Phone Type: Select "Static Number"
   • Static Number: Enter the actual phone number where calls should route
   • • Example: +1-555-123-4567 (your office or test number)
6. Revenue Settings:
7. • Revenue Type: "Fixed"
   • Amount: $10.00 (or your actual rate per qualified call)
7. Conversion Settings:
8. • Conversion Type: "Duration"
   • Connect Duration: 90 seconds (industry standard)
   • Maximum Duration: 1800 seconds (30 minutes safety cap)
8. Capacity Settings:
9. • Daily Calls Cap: 50 (adjust based on actual capacity)
   • Concurrent Calls Cap: 5
   • Daily Connection Cap: 25 (qualified calls)
9. Dial Settings:
10. • Dial Attempts: 3 (how many times to retry)
    • Dial Timeout: 15 seconds (how long to wait per attempt)
10. Click "Save Destination"

Step 8: Create Your First Vendor

Vendors represent your traffic sources. This could be you (for internal media buying) or external publishers.

Create a Vendor

1. Navigate to "Vendors" in the main menu
2. Click "+ New Vendor"
3. Fill in vendor details:
4. • Name: "Internal Media" or your actual vendor name
   • Email: Your email or vendor contact email
   • Phone: Contact number (optional)
4. Click "Save Vendor"

Step 9: Create Your Traffic Source

Sources represent where your calls come from (Google Ads, Facebook, website traffic, etc.).

Create a Source

1. Navigate to "Sources" in the main menu
2. Click "+ New Source"
3. Source Configuration:
4. • Name: example "Website Traffic" or "Google Ads - Insurance"
   • Vendor: Select the vendor you created
   • Sub ID: Optional identifier for this traffic source
4. Click "Save Source"

Step 10: Create Your First Campaign

Now that you have all the entities set up, create your campaign.

Choose Your Campaign Type

For your first campaign, choose "Non-Real-Time Call Bidding" - it's simpler and perfect for learning the platform.

Create the Campaign

1. Navigate to "Campaigns"
2. Click "+ New Campaign"
3. Campaign Setup:
4. • Campaign Name: "Test Campaign - [Your Business]"
   • Real-Time Call Bidding: Select "No"
   • Call Recording: Toggle "ON" (highly recommended)
   • SHAKEN/STIR: Toggle "ON" for spam filtering
4. Revenue Settings:
5. • Revenue Type: "Fixed"
   • Amount: $10.00 (should match your destination rate)
5. Payout Settings:
6. • Payout Type: "Fixed"
   • Amount: $8.00 (what you pay per qualified call)
6. Conversion Settings:
7. • Conversion Type: "Duration"
   • Connect Duration: 90 seconds
   • Maximum Duration: 1800 seconds (30 minutes)
7. Click "Save Campaign"

Step 11: Connect Sources and Destinations to Campaign

Add Your Source

1. In your campaign, click the "Sources" tab
2. Click "Add Source"
3. Select your source from the dropdown
4. Phone Number Assignment:
5. • Choose individual number OR
   • Choose number pool (if you created one)
5. Number Pool Settings (if using a pool):
6. • Select the pool you created
   • Verify AFK timeout settings
6. Click "Add Source"

Add Your Destination

1. Click the "Destinations" tab
2. Click "Add Destination"
3. Select your destination and click "Add"
4. Set routing method:
5. • For one destination: "Weights" set to 100%
   • Multiple destinations: Distribute weights as needed

Step 12: Install Tracking Code

Get Your Tracking Script

1. In your campaign Sources tab
2. Click "SDK Instructions" (<> icon) next to your source
3. Copy the JavaScript code provided

How It Works:

• With Number Pool: Visitors see unique tracking numbers from your pool
• With Individual Number: Your static number is tracked for attribution
• Either way: All calls are tracked and attributed to your campaigns

Step 13: Test Your Setup

Test Call Flow

1. Visit your website with the tracking code installed
2. Verify phone number display:
3. • With pool: Number should change to tracking number
   • Without pool: Static number should be tracked
3. Call the displayed number
4. Verify call routing:
5. • Call should route to your destination number
   • You should be able to answer the test call
5. Check CallGrid dashboard:
6. • Call should appear in real-time
   • Verify attribution data is captured

Validate Campaign Performance

1. Go to your campaign dashboard
2. Check call metrics:
3. • Call volume
   • Connection rate
   • Conversion rate (if call meets duration criteria)
3. Review call details:
4. • Click individual calls to see routing information
   • Verify source attribution is working
   • Check revenue/cost calculations

🎉 Congratulations! Your first campaign is live and working!

Advanced Setup: Real-Time Call Bidding (Optional)

For users who want dynamic pricing and buyer competition:

Key Differences for RTB

1. Multiple Buyers Required: Create 2+ buyers for competition
2. Variable Destinations: Use "Variable Number" phone type
3. Webhook Integration: Buyers provide bidding endpoints
4. Dynamic Pricing: Revenue varies based on bidding

RTB Destination Setup

1. Phone Type: Select "Variable Number" (required for RTB)
2. Revenue Type: "Variable" with min/max bid ranges
3. Webhook Configuration:
4. • Webhook URL: Buyer's bidding endpoint
   • Response Format: JSON or XML
   • Test webhook before saving
4. Create campaign with "Real-Time Call Bidding" = "Yes"

Step 14: Monitor Your Performance

Real-Time Dashboard Monitoring

After your first few calls, check:

1. Campaign Dashboard: View call volume and performance metrics
2. Call Details: Click individual calls for routing information
3. Revenue Tracking: Monitor earnings vs. costs
4. Attribution Data: Verify traffic source tracking accuracy

Key Success Metrics

• Answer Rate: >80% (calls that connect successfully)
• Conversion Rate: >60% (calls meeting duration criteria)
• Revenue Per Call: Average earning per call
• Profit Margin: Revenue minus costs

What Happens Next?

Your Onboarding Call

After completing this setup, your CallGrid team will:

1. Review your test campaign performance
2. Optimize settings based on initial results
3. Set up advanced integrations (CRM, tracking pixels, etc.)
4. Configure additional campaigns for scaling
5. Discuss growth strategies and advanced features

Before Your Onboarding Call

Please prepare:

• Results from your test calls (volume, performance metrics)
• List of additional buyers/destinations for expansion
• Current platform export (if migrating from another system)
• Integration requirements (webhooks, CRM connections, etc.)
• Specific routing rules or business logic needs

Complete Setup Checklist

Initial Account Setup

• Accepted invitation and signed in with Google
  
• Selected and customized theme
  
• Added team members with appropriate roles
  
• Added credit card payment method
  
• Configured auto-recharge settings
  
• Updated organization details and timezone
  

Entity Creation (Proper Order)

• Purchased phone numbers (individual or pool)
  
• Created number pool (if using dynamic tracking)
  
• Created first buyer entity
  
• Created first destination with static routing
  
• Created first vendor entity
  
• Created first traffic source
  

Campaign Setup

• Created Non-Real-Time Call Bidding campaign
  
• Added source to campaign with number assignment
  
• Added destination to campaign with routing weights
  
• Installed tracking code on website
  
• Tested call flow end-to-end
  
• Verified calls appear in dashboard with proper attribution
  

Ready for Optimization

• Completed at least 3-5 test calls
  
• Reviewed campaign performance metrics
  
• Identified any issues or optimization opportunities
  
• Prepared questions for onboarding call
  

Quick Start Tips

1. Follow the exact order - Numbers → Buyers → Destinations → Vendors → Sources → Campaigns
2. Start with static destinations - Easier to understand and test
3. Buy fewer numbers initially - 10-25 numbers is perfect for testing
4. Use your real business phone - Route test calls to a number you can answer
5. Enable call recording - Essential for quality control and optimization
6. Test thoroughly before scaling - Verify end-to-end call flow works perfectly
7. Set realistic capacity limits - Better to be conservative initially
8. Monitor your first day closely - Check performance every few hours

Ready to grow your business with CallGrid? Complete this setup sequence and you'll have a fully functional campaign that can accept, route, and track calls with complete attribution. Your onboarding call will help you optimize and scale from this solid foundation!

Questions during setup? Contact support@callgrid.com or use the live chat in your dashboard. Our team is standing by to help ensure your success.