How to Set Call Alert Keywords

Tell the CRM which words matter on your calls. Add them once on Alert Settings and every transcribed call is checked for them from then on.

1. Open Account Settings

   Click the menu controls button at the top of the CRM and choose Account Settings. The My Account Settings page opens with your profile and CRM settings grouped in cards.

2. Open Alert Settings from the Call Alerts card

   Scroll to the Call Alerts card, which reads choose the words and phrases to watch for on your calls, and click Alerts Settings. The Alert Settings page opens.

3. Review the Alert Keywords already on the list

   The Alert Keywords table lists every word the store watches for, with the Keyword itself, the date it was Added and a Delete control. Use the search box above the table to check whether a word is already there before you add it.

4. Add a word or phrase

   Click into Add a keyword, type the word or short phrase, for example trade in, and click Add Keyword. The new keyword appears in the table straight away with today's date. Add one keyword at a time, and add each form a customer might say, such as cancel and cancelled, as its own entry.

5. Remove a keyword you no longer need

   Find the row and click Delete. The keyword leaves the list, and calls from then on are checked against the words that remain.

6. See the flagged calls

   Open Call Logs under Calls in the main menu. In the toolbar, change the alert filter from All Calls to Alert Calls Only. The log now shows only the calls whose transcripts contain one of your keywords, each with its recording and transcript on the row.

You need a login to the desktop LeadLocate CRM. Alert keywords are read from call transcripts, so the feature works on the calls your store records and transcribes through the CRM: inbound calls to your tracking numbers and outbound calls from the softphone. The call recording and transcription page covers how those calls are captured.

Have a short list ready before you open the page. Three groups work well: words that signal a problem (cancel, refund, complaint), words that signal money (trade in, payoff, financing, cosigner) and words that help you coach (a competitor's name, payment, monthly). The Call Alerts feature page explains how stores use each group day to day.

Keyword alerts for calls work like a news alert for your phones. You write the words once, and the CRM watches for them on every transcribed call. The list belongs to the store rather than to one user, so the same Alert Keywords are checked on every salesperson's calls, and a manager filtering Call Logs sees the whole floor.

Phrases work as well as single words. Trade in, down payment and take me off your list are all good entries. Keep each entry to the words a customer would actually say out loud, the way a transcript would write them, rather than an abbreviation your team uses internally.

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On Alert Settings, each keyword you add appears as its own row in the Alert Keywords table, with the date in the Added column. The table sorts and searches like every other list in the CRM, so a long list stays easy to manage.

On Call Logs, a call whose transcript contains one of your words carries an alert marker in its row. Switch the alert filter to Alert Calls Only and the log narrows to those calls; switch it back to All Calls to see everything. Open the transcript from the row to find the exact sentence that raised the flag, and play the recording to hear the tone behind it. The same call sits on the customer's record in the communication timeline, beside the texts and emails.

Pick words customers say, in the way they say them. A transcript writes speech as speech. Trade in finds more calls than the abbreviation on your desk sheet, and adding both cancel and cancelled catches both forms.

Give new keywords a day of calls. A keyword added this morning flags the calls transcribed from then on, so the alert view fills up as the day's calls come in.

Use the other filters with the alert filter. Pair Alert Calls Only with the user filter to coach one salesperson, or with the call type filter to review inbound calls alone.

Keep the list current. Review it every month. Remove words that flag ordinary calls and add the ones this month's promotions and inventory make important. For anything else, our support team can look at the page with you and sort it out on the call.

Once calls are flagged, the next job is reading them: how to read a call transcript walks through the transcript lightbox. A flagged call often ends in a follow up text, covered in how to text a customer, or in a message timed for the next morning, covered in how to schedule a text or email for later. A customer who asks the store to stop calling belongs on the blacklist, covered in how to blacklist a number. Every other guide is in the Help Center.

Where are call alert keywords set?

On the Alert Settings page. Open Account Settings from the menu controls at the top of the CRM, find the Call Alerts card and click Alerts Settings. Add words with Add a keyword and Add Keyword.

Is a call keyword alert like a Google Alert for keywords?

It works on the same idea, applied to your phone calls. You list the words once, and every transcribed call that contains one is flagged on Call Logs, where a manager filters to Alert Calls Only.

Can I add phrases as well as single words?

Yes. Short phrases such as trade in, down payment or take me off your list work as keywords. Add each one as its own entry, the way a customer would say it.

Does each salesperson have a separate keyword list?

No, and that is the point. The list belongs to the store, so every salesperson's calls are checked against the same words and a manager reviews the whole floor from one filtered view.

Call Alerts come with LeadLocate CRM, alongside call recording and transcription, on a month to month plan. Watch the recorded demo or ask us how other stores build their keyword lists.

Prefer to talk right now? Call or text 844-376-2274.