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Understanding call tracking: What it captures and excludes

The call-tracking system is designed to capture calls that are routed through specific call tracking numbers.

Call tracking records only calls made through designated tracking numbers — unique numbers assigned to specific marketing channels such as your website or paid ads. Calls placed directly to your standard business phone numbers are not captured by the system.

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 inquiries and where your marketing budget is having the most impact.

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. You'll need an active account with available tracking numbers before you begin. 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. Do not remove your standard number from all channels simultaneously; keep it accessible so customers can still reach you directly.
  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, where you can review call volume, duration, and source attribution by channel. Navigate to Reports > Call Tracking to view your data.