How to Share CallRail Access

To share CallRail access: click the Account icon in the top left, select Users, click Create User, choose a user type, enter their name and email, pick which companies they can access, and send. You need Administrator access yourself to do this, and they'll get an email to set their own password, you can't set it for them.

That's the mechanical answer. The part worth getting right is which of the four user types to actually give someone, because CallRail's permission model has a few splits that aren't obvious from the names alone.

You need Administrator access to add users

Only an Administrator can create new users, promote them, or remove them. If you open the Account panel and don't see Users, or you don't see a Create User button, you're not an admin on that account. This is common when a former agency or contractor set up the CallRail account originally and never handed over admin rights before the relationship ended.

What each CallRail user type allows

CallRail has four user types, and it's not a simple ladder where each one includes everything below it. Reporting users, in particular, can do more than the name suggests.

Admin: everything. Full access to calls, messages, integrations, tracking numbers, billing, white-label settings, user management, and the ability to close the account entirely.
Manager: everything operational an Admin can do, reviewing calls, managing integrations, creating and editing tracking numbers, call flows, and message flows, but no billing access, no ability to create or remove other users, no white-label settings, and no ability to close the account.
Reporting: can view and interact with lead data, review call recordings, tag and qualify calls and messages, place and receive calls, and view tracking number and call forwarding settings, but can't create or edit tracking numbers, call flows, or integrations. Reporting users can also create their own API keys, which surprises people given how restricted the rest of the role is.
Agent: the narrowest role, built around Lead Center messaging. Agents can send and receive messages, tag and qualify text conversations, and block inbound messages, but they don't receive inbound calls, place outbound calls, or get notification emails the way the other three roles do.

How to share CallRail access, step by step

Click the Account icon in the top left, then select Users from the My Account panel.
Click Create User.
Choose the user type, Admin, Manager, Reporting, or Agent, using the breakdown above to decide.
Enter their first name, last name, and email address. That email becomes their login. You can't set a password on their behalf, they set their own when they accept the invite.
Select which companies they should have access to, if your account has more than one, then select Review.
Confirm their details, optionally add a message for the invite email, and select Send.

They'll get an email asking them to set a password. The invite link is only valid for 14 days, if they don't use it in time, you'll need to send a new one.

Which user type should you actually give?

A stakeholder who just wants to see performance: Reporting. Full visibility into calls, messages, and reports, without any ability to change tracking setup.
A specialist actively managing your call tracking: Manager at minimum. Manager covers day-to-day work, integrations, tracking numbers, call flows, without exposing billing or letting them add other users.
Someone handling text-based leads only, like a front-desk or intake role: Agent. It's built specifically for Lead Center messaging, not general call access.
A business partner or internal owner: Admin, and keep this list short. Admin is the only role that can create users, manage billing, or close the account.

Not sure which type the person you're hiring actually needs? Tell me what you're trying to get done and I'll tell you the minimum access that covers it.

You can't demote a user

CallRail doesn't support demoting someone directly. If you gave someone more access than they need, the only fix is deleting them and re-adding them at the correct level. Worth getting the initial choice right rather than assuming you can quietly dial it back later.

How to remove CallRail access

Same starting point as granting it: Account icon, then Users, then the trash icon next to the person's name, then confirm. Access is removed immediately. One exception: a user can't be deleted while they're still an agent assigned to an active Call Flow, you'll need to reassign that first.

Worth building into offboarding the same way you'd handle Google Ads or GTM access: when a contractor's work ends or someone leaves, remove their CallRail access the same day.

Frequently asked questions

Can I give someone CallRail access without making them an Admin? Yes, and for most people you should. Manager covers day-to-day call tracking work without billing or user-management access, and Reporting is enough for anyone who just needs visibility.

Can Reporting users really create API keys? Yes. It's an exception to how restricted the rest of the Reporting role is, and it's worth knowing about if you're handing that role to an outside contractor.

What's the difference between Manager and Admin? Manager can do essentially all the operational work, tracking numbers, integrations, call flows, tagging, but can't manage billing, add or remove users, or close the account. Admin can do all of that on top of everything Manager can.

Can I demote a user to a lower access level? No. CallRail doesn't support demotion. You'd need to delete the user and re-add them at the correct level.

How long is a CallRail invite link valid? 14 days. After that it expires and you'll need to send a new invitation.

Is Agent the same as Reporting? No. Agent is built around Lead Center messaging specifically, sending and receiving texts, tagging conversations, without call access or notification emails. Reporting has broader visibility across both calls and messages, just without the ability to change tracking configuration.

CallRail's own reference is Users.

Call tracking is only useful if the numbers it produces actually match what shows up in Google Ads and GA4. That's what conversion tracking covers.

Granting access to the other platforms works differently: here's how to share Google Ads access, how to share GA4 access, and how to share Google Tag Manager access.