Understanding call tracking: What it captures and excludes

Call tracking records inbound calls made through unique tracking numbers assigned to specific marketing channels — such as your website or paid ads — and attributes each call to its source. This lets you measure which campaigns are generating phone inquiries and which channels are delivering the best return on your marketing budget.

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.

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.

Before you begin: You need an active account with available tracking numbers. Contact your account administrator or check your plan details if you are unsure whether tracking numbers are available on your account.

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. Configure the tracking number's forwarding destination: enter the phone number you want inbound calls to ring through to (typically your standard business number or a dedicated reception line) and save this setting before continuing.
4. 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.
   • Important: Do not remove your standard number from all channels at the same time. Keep it accessible in at least one place so customers can still reach you directly.
5. 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. You can review call volume, call duration, and source attribution by channel. For information on how long call data is retained on your account, check your plan details or contact your account administrator. To view your data, navigate to Reports > Call Tracking.

What should I do if a tracking number is not recording calls?

If a tracking number is not recording calls as expected, check the following. If the issue persists after completing these checks, contact your account administrator or reach out to support for further assistance.

• Confirm the tracking number has been correctly substituted in the source channel — for example, verify it appears on your landing page or in your ad creative.
• Confirm the test call from step 5 was completed successfully and appears in your call tracking dashboard.