Call Tracking Metrics (CTM)

CTM is a call tracking platform that captures data about inbound phone calls, including caller information, call duration, and campaign attribution. Routing CTM data through Freshpaint enables businesses to leverage Freshpaint’s HIPAA mode features, such as Enforced Allowlists and ID Masking, to ensure Protected Health Information (PHI) is handled securely. This integration allows for more granular control over which data properties are sent to different destinations, ensuring compliance with HIPAA regulations by restricting PHI to HIPAA-compliant destinations and masking identifiers where necessary.

Prerequisites

• An active CTM account

• Ensure the feature is enabled on your Freshpaint account (contact your Freshpaint account manager if you don't see CTM on your setup page)

Getting Set Up

• In the CTM dashboard, navigate to Settings → Integrations and search for the Freshpaint integration.

• In the CTM Freshpaint integration page, enter your Freshpaint environment ID, which can be found in your Freshpaint dashboard here.

• Click the Add Workflow button in CTM

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• If applicable, apply your desired conversion rules. This optional step allows you to define conditions for which CTM activities are sent to Freshpaint as events. If left blank, all supported activities will be sent. Rules can be used to filter or qualify calls and other activities before they reach Freshpaint. You can add multiple workflows with different rules for more granularity.

• Add your desired Freshpaint event name, then press Save Changes.

• That's it! Once a configured phone number in CTM receives a call, the event will show up in your Freshpaint dashboard.

Sending Data to Destinations

Once you've set up CTM to send data to Freshpaint, you'll see CTM events show up in your Event Library. CTM events are delivered to destinations on an opt-in basis. To send a CTM event to a destination, go to the event definition in the Event Library and enable the toggle for each destination you'd like to send it to.