Understanding call tracking: What it captures and excludes

Call tracking only records calls made through designated tracking numbers. Calls placed directly to your business's standard phone numbers are not captured. Only calls initiated from your website or advertisements that use call tracking numbers will be recorded.

Which calls does call tracking record?

• Calls through tracking numbers: Recorded — these are unique numbers assigned to specific marketing channels such as your website or paid ads.
• Calls to standard business numbers: Not recorded — calls placed directly to your regular business phone number are not captured by the system.

This means you can attribute inbound calls to specific sources — your website, paid ads, or other channels — so you know exactly which campaigns are generating real enquiries and where your marketing budget is earning its keep.

How do I set up call tracking numbers?

To start tracking inbound calls from your marketing channels, assign a unique call tracking number to each source you want to measure. Follow these steps:

1. Log in to your account and navigate to the Call Tracking section.
2. Select Add Tracking Number and choose the marketing channel or campaign you want to track (for example, your website, a paid search ad, or a social media campaign).
3. Replace your standard business phone number with the tracking number in the corresponding channel — for example, update the phone number on your landing page or in your ad creative.
4. Save your changes and confirm the tracking number is live by placing a test call.

Once active, all calls placed through that number will be attributed to the assigned channel and recorded in your call tracking dashboard.