CallRail FAQs

You can disable a tracking phone number by navigating to that number's configuration page. Once a tracking number has been disabled, it will be released from your account, and calls to that tracking number will no longer be forwarded to your business.

Getting Started

Disabling a tracking number will permanently remove this number from your account, but keep your reports in place. This action is immediate and cannot be undone.

access to all historical data associated with the disabledtracking number(s)

Disable a Tracking Number

Click Analytics in the navigation bar on the left.

ClickTrackingat the top of the page.

Choose the companywhose tracking number you'd like to disable.

Select for the number youd like to disable by clicking either thenumber name or the pencil icon at the far right of its row on the list of active numbers.

Click the button in the upper right-hand corner of the page that says Disable Number.

To confirm this action, click Permanently disable this tracking numberto disable the tracking phone number.

FAQs

Can I delete a tracking number?

It's not possible to "delete" a phone number; however, disabling a phone number will deactivate the selected number while still allowing you.

I just disabled a number, but it's still showing on my invoice. Why hasn't this number been removed from my bill?

We invoice for every number that's active during your billing cycle. If you've disabled a number, you'll see it for a final time on your upcoming invoice. After that, the number you've disabled won't appear on future invoices.

CallRail makes it possible to track form submissions as conversions in Google Ads. Once your integration with Google Ads is active, well report your Google PPC form submissions to Google Ads as conversions.

Our Google Ads integration captures the Google click ID (gclid) for each of your website visitors. When a form is submitted, Google Ads recognizes the click ID we send and creates that form submission as a conversion automatically.

Getting Started

This feature is available on the Forms Essentials plan. Additionally, CallRails integration with Google Ads requires the following:

- The JavaScript snippet installed on your website - Keyword-level tracking - Auto-tagging enabled in your Google Ads account

For this tutorial, we'll assume you've already integrated your CallRail account with Google Ads. If you havent linked your accounts yet, follow the instructions in this support article first, then return to this article to complete setup: Google Ads Integration

Viewing Form Conversions in Google Ads

Once your Google Ads integration is active, incoming Google PPC form fills will start reporting as conversions. Use this set of instructions to find your form conversions in Google Ads.

Once you're logged into Google Ads, selectToolsat the top of the page.

ChooseConversionsfrom the "Measurement" section of the Tools drop-down.

Your form goal displays asForm Capturewith a source ofImport from Clicks.Your conversions report on the right-hand side of this row. Important note:Changing the name of the conversion ("Form Capture") will prevent CallRail from sending your conversion data to Google Ads; however, you can edit the other conversion fields if you'd like.

Tracking Keywords in CallRail

Adding the ?keyword={keyword} parameter to your tracking template in Google Ads is the recommended last step in setting up your Google Ads integration. Using this parameter in your tracking templates allows your keyword data to display on your form submission log and timelines. If you choose to not add this parameter to your URLs, forms will still report as conversions in Google Ads once the integration is configured properly.

Instructions for adding this parameter are available in this help article and video:

Creating Tracking Templates to See Keyword Data in CallRail

This feature is available for the Essentials plan and higher. Use our help article to see or change your pricing.

Duplicating a call flow allows you to use steps from another call flow as a template for a new call flow. All of the steps from the call flow you copy will be placed automatically within the new call flow.You can also choose to copy all of the steps and the full contents of the call flow including agents, recordings, and destinations.

Getting Started

Admins and managers are able to duplicate call flows for any company they have access to. The selected languagefor any duplicated Call Flow can be changed until a phone number has been added to any dial steps.

Copying the full contents of a call flow from one company to another will assign any agents included in the original call flow to both companies.

Once your call flow is assigned to your tracking numbers, we recommend placing a few test calls from a number that's not within your call flow to ensure your calls route as expected.

Use this help article to learn how to use call flow builder templates to reduce time spent manually building new call flows.

Duplicating Call Flows

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company where you'd like to create a new call flow.

SelectCall FlowswithinCalls & Textson the menu to the left.

Click+ Create New Call Flow.

SelectDuplicate an Existing Call Flowfrom the template options, then clickConfigure Call Flowat the bottom right corner.

Select an existing call flow from the drop-down menu to duplicate.

Choose to Copy just the steps but not the content of the steps or Copy all of the steps and the full contents of the call flow including agents, recordings, and destinations.

ClickDuplicate to copy the steps or full contents within the call flow selected.

Rename your new call flow at the top of the page.

Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if youdon'twant calls to this flow recorded.

Follow any prompts that appear within each call flow step to customize and complete duplicated call flow.

After the call flow is configured correctly, clickSaveat the top of the page.

Assigning Your Call Flow

Onceyou'vecreated your call flow, youll assign it to your tracking numbers. Since your call flows can be shared, youre able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

Call flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

Click Analytics in the navigation bar on the left.

ClickTrackingat the top of the page.

Choose the company whose call flow youd like to assign to a tracking number.

Under theDestinationcolumn,use the drop-down menu to select a call flow to assign to a tracking number.

ClickSave and update call flowon the prompt.

The nine-digit account number references the ID CallRail assigns to your account when it is created. You may include your account number when reaching out to our Support team with specific questions if you're associated with multiple CallRail accounts.

Getting Started

If you manage multiple accounts using CallRail's Account Center, you'll use these instructions once you're in an individual account.

In Account Settings

Click theAccount iconin the top left to open the My Account panel. Your account number is the nine-digit number within the panel.

On Your Invoice

Administrators can also see the account number alongsideeach invoice.

Click theAccount iconin the top left to open the My Account panel, then clickManage Account.

SelectBillingfrom the Managelist in the left menu.

Find the invoice you'd like to see and click the invoice number within the All Invoices section.

The account number associated with invoices in this account will display at the top of your receipt.

Each administrator on your account can upgrade, downgrade, and subscribe to add-ons for your CallRail pricing plan. If you're using the Analytics Suite, you can change your Calls & Texts plan without impacting your Form Tracking plan (and visa versa).

For our current pricing, visit our Pricing page.

Viewing Your Current Plan

If you're an administrator on your CallRail account, use these instructions to see which plan your account is currently using.

Click theAccount iconin the top left to open the My Account panel, then clickManage Account.

Choose Billingfrom within theManagelist in the left menu.

View the plan(s) and add-ons you're currently subscribed to for this account.

Changing Your Calls & Texts Plan

Click theAccount iconin the top left to open the My Account panel, then clickManage Account.

Choose Billingfrom within theManagelist in the left menu.

Click Change Planfrom within the Calls & Texts Plan section.

Select the plan and add-ons you'd like to use.If you're upgrading your plan, you'll be charged the prorated amount for the new plan you pick on your next invoice.

ClickReview Changesat the bottom of the page when you're ready to change your plan.

Review your changes on the final screen. The new options you've picked will be immediately available to you once you save your changes. If you're upgrading your plan, clickUpgrade to save your changes. If you're downgrading your plan, clickUpdate.

Changing Your Form Tracking Plan

The Forms Lite plan is a free plan included in your CallRail account. Since there's no cost associated with the Forms Lite plan, you'll see our Form Tracking product included on your billing page even if you aren't actively using it.

Click theAccount iconin the top left to open the My Account panel, then clickManage Account.

Choose Billingfrom within theManagelist in the left menu.

If you'd like to downgrade from the Forms Essentials plan to the Forms Lite plan, clickChange Plan.If you'd like to upgrade from the Forms Lite plan to the Forms Essentials plan, clickAdd Plan.

You'll see a pop-up that asks you to confirm your changes. Once you confirm, your account will update to reflect your new plan.

FAQs

How soon will I be able to use my new features when I upgrade?Features and add-ons you've selected when changing your pricing plan will be available immediately.

Auto-Lead Data Format (ADF) is a standard format usedby most CRMs in the auto industry to capture and share information about customer leads. Our ADF integration generates ADF XML files whenever calls are made to your tracking numbers, and sends the files to your CRM via email.

How to Send Calls as ADF files

Click the Settings tab.

Select your company from the dropdown menu.

Locate and click on the Auto-lead Data Format integration tile.

Enter the email address associated with your automotive CRM.

Select whether you want to send the ADF file in the body of the email or as an attachment. (Your CRM may require files to be sent one way or the other. Check with your CRM to determine which method is required.)

Click theActivate button.

Dealing with Duplicate Leads

Our integration creates an XML lead file in your CRM for every call, so when the same person calls you more than once, duplicate leads are created. There are two approaches to dealing with duplicates:

Go through your CRM and combine any leads that have the same phone number.

Create an integration trigger in CallRail to filter out calls from repeat callers, so only calls from first-time callers are processed by our ADF integration.

What info is included in ADF?

Each lead listed in an ADF XML file contains the following categories, or "blocks," of information:

Date and time

Vehicle info

Customer (buyer) info

Vendor (dealer)info

Service provider info (optional)

Within these categories, a variety of optionalsubcategories, known as "tags," may be added to include more data. These tags are standard in every ADF XML file.

CallRail adds additional tags in the customer info block to provide useful call data. These additional tags will be populated automatically when available and include:

Recording URL (a link to the recording of the call) Call duration Answered (if the call was answered or not) Tracking phone number Source name Campaign name Answering number Call start time Agent email (email of the person answering the phone) Landing page (where the caller landed when the reached your website, if the call came from your website tracking number) Last requested page(the last page on your website the caller was on before calling, if the call came from your website tracking number) Value (value of the lead, if entered into CallRail by you) Tags (any tags you've applied to the call within CallRail) Notes UTM Source UTM Medium UTM Campaign GCLID

CallRail makes it possible to track calls as conversions in Google Ads when you use keyword-level tracking. Once your integration with Google Ads is active, well report your Google PPC calls to Google Ads as conversions.

With our keyword-level tracking, well capture the Google click ID (gclid) for each of your visitors. When a call is received, Google Ads recognizes the click ID we send and creates that call as a conversion automatically.

Getting Started

This feature is available on the Calls Essentials plan. Additionally, CallRails integration with Google Ads requires the following:

- Keyword-level tracking - Auto-tagging enabled in your Google Ads account

For this tutorial, we'll assume you've already integrated your CallRail account with Google Ads. If you havent linked your accounts yet, follow the instructions in this support article first, then return to this article to complete setup: Google Ads Integration

Viewing Call Conversions in Google Ads

Once your Google Ads integration is active, incoming Google PPC calls to your keyword tracking pools will start reporting as conversions. Use this set of instructions to find your call conversions in Google Ads.

Once you're logged into Google Ads, select Tools at the top of the page.

ChooseConversionsfrom the "Measurement" section of the Tools drop-down.

Your phone call goal displays as Phone Callwith a source ofImport from Clicks. Your conversions report on the right-hand side of this row. Important note: Changing the name of the conversion ("Phone Call") will prevent CallRail from sending your conversion data to Google Ads; however, you can edit the other conversion fields if you'd like.

Tracking Keywords in CallRail

Adding the ?keyword={keyword} parameter to your tracking template in Google Ads is the recommended last step in setting up your Google Ads integration. Using this parameter in your tracking templates allows your caller's keyword data to display on your call log and in callers timelines. If you choose to not add this parameter to your URLs, calls will still report as conversions in Google Ads once the integration is configured properly.

Instructions for adding this parameter are available in this help article and video:

Creating Tracking Templates to See Keyword Data in CallRail

This feature is currently being beta tested. If you have feedback while this feature is testing, please fill out this user survey.

Account Center is CallRail's tool for managing your client's accounts using a single login email address. If you have team members who need access to more than one CallRail account, you can quickly add and assign them to the right accounts with the User Management page in Account Center.

Getting Started

To access this page, you'll need to be using Account Center. Here's how to set up your Account Center if you haven't already:

Merging Your Logins for Account Center Access

You can opt-in to beta test this feature if you're the first Administrator in Account Center with admin access to all accounts in your Account Center. Click the link in the banner at the top of the page to get started.

Creating Users in Account Center

Use these instructions to add users in bulk in Account Center.

Click theAccount iconin the top left to open the My Account panel. SelectAccount Center.

From your Account Center dashboard, clickUsersin the menu to the left.

ClickCreate Users in the upper-right corner of the page.

Choose the user type for the users you'd like to create.

Enter their first name, last name, and email address. The email address you enter here will be their login email address. Click Add User each time you'd like to add an additional user. Then, clickAccounts.

Choose the individual accounts these users should each have access to. Then, clickMessage.

The user will be sent an email with instructions for creating a password and logging in. You have the option to enter a personal message to include in the email. Complete your setup by clickingFinish.

Review your new users, suggested next steps, or clickReturn to User Management to go back to Account Center.

FAQs

What if one of the accounts I'm adding a user to is white-labeled?

If you're adding a user to an account that is white labeled, we'll send them an email with that account's branding and logo. CallRail's name and logo won't be exposed to users being added to a white-labeled account.

An Executive Administrator has unrestricted access to all current and future accounts that you manage. These users can edit billing, settings, users, and integrations for each account listed in their Account Center.

Getting Started

In order to become an Executive Administrator, you'll need to be using Account Center. Here's how to set up your Account Center if you haven't already:

Merging Your Logins for Account Center Access

You can opt-in to beta testing Executive Admins if you're the first Administrator in Account Center with admin access to all accounts linked to your Account Center. Click the link in the banner at the top of the page to make yourself an Executive Admin.

Create an Executive Admin

Use these instructions to create a new CallRail user with Executive Administrator access to your Account Center accounts.

Click theAccount iconin the top left to open the My Account panel. SelectAccount Center.

From your Account Center dashboard, clickUsersin the menu on the left.

ClickCreate Users in the top righthand corner of the page.

SelectExecutive Administratoras the user type.

Enter the name and email address of the user(s) you'd like to add. Then, clickAccounts.

The optionAll Accounts will be automatically selected since you're adding an Executive Admin. ClickMessage.

The new user will receive an email with instructions for creating a password and logging in. You have the option to include a personal message in the email, then clickFinish.

Click on one of the Next Steps for related activities, or clickReturn to User Management to be taken back to Account Center.

Promoting a User to Executive Admin

Use these instructions to promote yourself or another user to Executive Administrator in Account Center.

Click theAccount iconin the top left to open the My Account panel. SelectAccount Center.

From your Account Center dashboard, clickUsersin the menu on the left.

Find the user you'd like to make an Executive Admin, and click thePenciliconto edit.

Slide the toggle toOnin the Executive Administrator section.

Select Confirmto promote the user.

Disabling Executive Admin Status

Use these instructions to remove someone's Executive Administrator access. This prevents them from being automatically assigned to new accounts, but won't remove the user from their currently assigned accounts.

Use these instructions to promote yourself or another user to Executive Administrator in Account Center.

Once you've logged into Account Center, clickUsersin the menu on the left.

Find the user you'd like to make an Executive Admin, and click thePenciliconto edit.

Slide the toggle toOffin the Executive Administrator section.

A company in CallRail is any organization that requires separate access to call tracking reports. You can create company-specific user accounts so that stakeholders can access only the reports pertinent to their business. Every CallRail account supports unlimited company accounts.

For example, if youre a marketing agency looking to keep separate reports for each client you manage, youd create a separate company for each client. Or, if youre overseeing calls to a franchise, you can create separate companies for each franchise location.

Getting Started

There is no cost associated with creating companies in your CallRail account. Each pricing plan includes an unlimited number of companies so that you're able to organize your data in a way that works best for your business.

Only administrators are able to create a company and edit a companys settings.

Create a New Company

Repeat these steps for each company youd like to add to your account.

Click theAccount iconin the top left to open the My Account panel, then selectManage Account.

SelectAll Companiesfrom the left menu

Click Create Companyat the top of the page.

A pop-up will appear to guide you through creating your company. Enter your companys name as well as the company's time zone (for reporting purposes). Then click Next: Add Users.

Select any existing users in your account that should have access to this company. Their permission level will remain the same when added to the new company, and administrators will be added automatically. Click Create Company when finished.

Use the suggested next steps to begin creating tracking numbers, users, or notifications for your new company.

Edit a Company's Name

The companys name is how well refer to that company in your reports and notifications. You can update this setting at any time.

Click theAccount iconin the top left, then selectManage Account.

SelectAll Companiesfrom the left menu.

Find the company you'd like to edit. Click the Gear icon, then select Edit Company.

Update your company name at the top of the page.

Click Update Company to save your changes.

Change a Companys Time Zone

Changing a companys time zone ensures your call log and reports reflect the time zone of the company youre working within.

Click theAccount iconin the top left, then selectManage Account.

SelectAll Companiesfrom the left menu.

Find the company you'd like to edit. Click theGear icon, then selectEdit Company.

From the Time Zone drop-down menu, select your preferred time zone.

Click Update Company to save your changes.

Disable a Company

Disabling a company in your account will permanently disable any active tracking number within that company; however, youll still have access to the historical call data associated with that company.

If you'd like a company restored in the future, you can contact our Support team, and they'll make the necessary changes on our end. Once a company is disabled, all tracking numbers in that company will be disabled as well, and we may not be able to recover them. This action is immediate and cannot be undone.

Click theAccount iconin the top left, then selectManage Account.

SelectAll Companiesfrom the left menu.

Find the company you'd like to edit. Click theGear icon, then selectDisableCompany.

Click OK on the prompt to disable the company and release the companys tracking numbers.

This document explains how to manage users on a single account. Visit our Agency Tools documents for information on managing users across multiple accounts in your Account Center.

Users are specific persons or teams that you can add to your account to view and interact with your lead data. Different user types have different privileges, like login access, as well as editing and creating tracking numbers and settings.

Getting Started

Before adding a new user to your account, decide which type of access they should have to your data. Here's an overview of the permissions associated with each user type:

Admin

Manager

Reporting

Notification

Receive and respond to notification and summary emails.

Request Access to Another Account

Login access to review call recordings, reports, and Lead Center.

Ability to tag calls, make notes, and mark calls as qualified leads.

Access to setup and disable integrations.

Create, edit, or disable tracking numbers and call flows.

Create or disable users of equal or lesser access.

Create and disable companies.

Activate and edit white label settings.

View invoices, update credit card information or change pricing plans.

Access "Bulk Enablement" tools

Close an account.

Video Tutorial

Here's a video tutorial that will guide you through creating a new user and notification:

(Administrators) Add a User

Use these instructions if you're an administrator adding a new user to your account. Onceyou'veadded them to your account, you can easily assign them to receive company summary emails, as well as call and text notification emails.

Click theAccount iconin the top left to open the My Account panel, then selectManage Account.

Select All Users from the sidebar menu on the left.

Click theCreateUserbutton.

Choose the type of user youd like to add.

Fill in the new user's first name, last name, and email address. Then, clickCompanies.

Select the companies the user will have access to. If you're creating a Notification user, you'll click Create User to finish the user creation process. For every other user type, you'll clickMessage.

The new user will receive an email prompting them to set up their password (for security reasons, all users must now set up their own passwords). You can add a personal message in the box if you like. If you're adding an administrator to your account, you can also click the checkbox to allow them to receive invoice emails. Finally, clickCreate User.

Once you've created your new user, you can choose one of the suggested next steps, or clickReturntoUsers to close the pop-up.

Promote a User

Any administrator can promote an existing user within an account. This will give the user more permissions and access to account information, depending upon the user type they're promoted to.

Click theAccount iconin the top left to open the My Account panel, then selectManage Account.

Select yourUsersfrom the left menu.

Find the user you'd like to promote. Click the Pencilicon, then selectEdit User.

On the right side of the page, choose one of the buttons that promotes the user to the role of your choice.

A pop-up will appear that explains what this user will have access to once they're promoted. Click the first button toPromote once you've read and understood their permissions.

If you're promoting a Notification user, they'll now have login access to your account. Select their invitation type so they'll have login access to the account, then clickPromote User

Invite a User to a New Company

Ifyou'vecreated a new company in your account, and youd like to give certain users access to it, you can invite them through that companys user management page. Once you've invited them to the new company, theyll be able to access it automatically without having to make any changes to their account. Only administrators are able to create new companies and invite users to them.

Click theAccount iconin the top left, then selectManage Account.

Select yourActive Companiesfrom the left menu.

Find the company where you'd like to add a user. Click theGearicon, then selectEdit Users.

Select Invite User at the top of the page.

Click the + on the right side of the page for each user youd like to add to your new company.

Delete a User

An administrator can remove any user from your account. Once a user has been deleted, they will no longer have access to the account, alerts, or emails configured for their username.

Click theAccount iconin the top left, then selectManage Account.

Select yourUsersfrom the left menu.

Select the Trash icon at the right of the user's row that you'd like to remove.

Click Deleteto confirm youd like to delete this user.

FAQs

Can I demote a user?

Theres not a way to demote a user; however, youre able to delete and then add them back to your account as your preferred user type.

Can I resend an invite to a user I've added to my company?

Yes. Invites can be resent by navigating to the inviteein the Usersscreen and clicking Resend Invitation at the right end of their row. I'm getting an error that says this user is already in CallRail's system. How can I fix this?If you're trying to add a user whose email address is associated with another CallRail account, you have two options for remedying this:

If they do not need access to the other CallRail account:Ask the user to contact the admin for the account where their email address is currently being used, and request that their email address is deleted from that account.

If they need to retain access to the other CallRail account:Ask that user to request access to your account using these instructions:

You can create a Google ad extension tracking number in your CallRail account to use in your Google Ads call extensions. This allows you to track customers that see your ad and call your business directly, without clicking through to your landing page. With your CallRail tracking number as your call extension, your callers data appears alongside your activity and reports in your account.

To create Google Ad Extension tracking numbers for countries outside the United States and Canada, a member of our team will need to update your account first. Read this article to learn more about call tracking in your country.

Getting Started

When you create a Google ad extension tracking number, we'll automatically configure this tracking number's source to "offline" so the JavaScript snippet won't dynamically swap this number on your website. This allows you to safely run other campaigns to track calls from your website separately from calls to your Google ad extension.

If you're looking to track your call-only or mobile ads, we recommend creating a Google Ads Mobile Click-to-Call tracking number instead.

Create a Google Ad Extension Tracking Number

Click the Create (+) icon in the navigation bar on the left and select Phone Number.

Choose the company where you'd like to add your new tracking number.

The new number wizard will appear on your screen. The first question asks, "Where do you want touse this tracking number?" Select Ill use it online.

Select Somewhere elsesince this number will display inyouradand not your website.

Select Yes, in an ad extension to use this number in your Google Ads call extension.

Select On desktop and mobile devicessince this number will be used in a desktop ad extension.

Name your tracking number for your reports, and enter the forwarding number where your calls should route. Then, clickSelect a Phone Number.

Choose your tracking phone number from the list of available numbers. If you want your number to have a different area code, clickNumbers in a specificcountry or area codeand enter your preferred area code. Then, clickNumber Features.

Configure your whisper message and call recording. When you're finished, click Activate Tracking Number.

Topurchasean Australian or UK tracking number, please provide an address to associate with the tracking number. This does not have to be a local address, and can be your business's main address. If you're purchasing aFrench tracking number, a local French addressis required. We'll save this address for future tracking numbers in the same area.

Once you've completed the number creation process, you can choose one of the suggested next steps to further configure yournew tracking number, or Go to Activity Dashboard to close the number creation wizard.

Add Your Tracking Number to Google Ads

Once you've created this number in CallRail, add it to your Google ad extension tracking number to your campaigns in Google Ads. Prefer to use Google's instructions? Check out their help article on call extensions.

Once you're logged into Google Ads, selectAds & extensions in the left menu.

SelectExtensions near the top of the page.

Click the+ icon to create a new call extension, or edit one of your current extensions to include your CallRail number.

If editing, replace the phone number currently in the call extension with the CallRail number you just created. You'll also want to turn call reporting off (otherwise, you may see duplicate reporting for your calls). ClickSave when finished.

FAQs

Will calls to my Google Ad Extension tracking number report as conversions in Google Ads?

Calls to your ad extension numbers won't report as conversions in Google Ads. In order for calls to report as conversions, you'll need to use keyword-level tracking.

Learn more about using CallRail to track call conversions in Google Ads

This feature is available for the Essentials plan and higher. Use our help article to see or change your pricing.

A caller's timeline contains a wide range of visitor information about your caller when you're using keyword-level tracking. This includes the web session and touchpoints a caller had on your website before, during, and after calling your business. You can also use your callers timeline to add important details about the caller, including their lead status, call tags, notes, and value.

Getting Started

To learn more about how CallRails caller timelines compile data for keyword-level tracking, read this help article:

CallRails Multichannel Call Attribution

Source Tracking Overview

Caller ID and Campaign Information

Follow these instructions to access a timeline for each of your callers.

Click Analyticsin the navigation bar on the left.

On your call log, click the Timeline icon for the call youd like to view.

At the top of the page is your caller's information. This includes their caller ID information and initial tracking number they called. There are also links to call them back, send them a text message, or block their number.

As you scroll down the page, you'll see a full timeline for the caller. This includes each phone call theyve placed to your business, all text conversations, any forms they have submitted, and each search or PPC campaign theyve clicked on to reach your website. If youre using call recording, you can click on each phone call in a timeline to review the calls recording. We'll also display each page a caller visited on your website.

In the Visitor Source section, youll see all relevant campaign information about a callers visit to your website. When a caller has been referred from a PPC campaign, youll see the following information:

The Visitor Source provides the campaign details of the marketing campaign that prompted their call.

The Referring Page URL Variables includes the variables associated with the previous web page the caller was on before navigating to your site.

The Landing Page URL Variables includes the variables for the first page the website visitor landed on when navigating to your landing page/website.

The Full URLs provides the entire URL string for both the referring URL and landing page URL. This includes any additional URL tracking parametersyou'veadded to your campaigns.

Maximizing Caller Timeline Data

In the Visitor Source section of a caller's timeline, CallRail will automatically display the following URL tracking parameters if they have been added to your URLs in Google Ads or Microsoft Advertising AdCenter:

- Keyword- Match Type- Network- Ad Position- Device

If you're using URL tracking parameters outside of the 5 listed above, the values of those parameters will be listed as the landing page URL within the "Full URLs" section.

To learn more about CallRails recommended tracking formula, read this help article:

Adding Tracking Parameters to your URLs

FAQs

Can I see the caller's campaign information and browsing details with source-level tracking?

Each call received by your tracking numbers will have a timeline; however, calls to keyword tracking pools contain additional information since were tracking a callers session. To learn more about caller timelines for source tracking number, read this help article:

Because wedon'trequire long-term contracts, any administrator on your account is able to cancel your CallRail account at any time. If you use CallRail to track both calls and forms, you can cancel either plan without impacting the other. If you wish to cancel both accounts, you will have to cancel them separately.

Cancel your account (Sign in required)

When you cancel your Calls & Texts account, your tracking numbers will be released immediately, and calls will no longer route to your business.

Before You Go!

If you have a specific problem or question we can help with, wed love the opportunity to help. Please contact our support team-- wed be happy to help resolve any outstanding concerns you may have.

After your Calls & Texts account is canceled, your phone numbers will be released and they cannot be recovered. Please be certain that you no longer need your tracking numbers before canceling your account.

Close Your CallRail Account

When you close your CallRail account, CallRail's Support team receives an email to adjust your pricing plan accordingly. Once they receive that email, they'll go in and adjust your plan for you.

Click the Account icon in the top left, then selectManage Accountin the My Account panel.

Choose Billingfrom within theManagelist in the left menu.

Scroll to the bottom of the screen and click I'd like to cancel my account.

Cancel Your Calls & Texts Plan

When you cancel your Calls & Texts plan, CallRail's Support team receives an email to adjust your pricing plan accordingly. Once they receive that email, they'll go in and adjust your plan for you.

Click the Account icon in the top left, then selectManage Accountin the My Account panel.

Choose Billingfrom within theManagelist in the left menu.

Click Change Plan from the Current Plan section.

Scroll to the bottom of the screen and clickCancel Calls Plan.

Downgrade Your Forms Tracking Plan

If you no longer wish to use your paid Forms Essentials plan, any administrator on your account can use these instructions to downgrade your forms plan to our free Forms Lite plan. With Forms Lite, you canview up to 100 form submissions a month without being charged.

Click the Account icon in the top left, then selectManage Accountin the My Account panel.

Choose Billingfrom within theManagelist in the left menu.

To cancel your paid Forms Essentials plan, clickChange Planand confirm your downgrade for Forms Lite. TheForms Plan section will still appear on the pricing page, but you will no longer be charged for form tracking. There is no cost to continue using Forms Lite.

FAQs

How can I re-open an account that I closed?

If you decide to return to CallRail in the future, you can log into your account with your former username and passwordand enter your credit card information to reactivate your account. All of your former data will be available to you, though former tracking numbers will have been released.

CallRail's Google Ads Mobile Click-to-Call integration allows you to track keywords associated with your customer's mobile searches and view calls from click-to-call ad extensions as conversions in Google Ads. We recommend using this article as a resource if you come across any hurdles during the integration setup, within the Ads account, or within the CallRail application.

Getting Started

First, check that your integration shows as active for the company you attempted to connect with Google Ads Mobile Click-to-Call. If it shows as inactive, attempt to activate the integration again.

How to integrate CallRail with Mobile Click-to-Call

Next, makes sure you've activated the CallRail integration for your Google Ads account.

Conversions Aren't Showing in Google Ads

Verify you've received calls to your Mobile Click-to-Call number since the integration was set up.Conversions won't appear until calls are made to the tracking number.

Verify the correct Google Ads account is connected.If you manage multiple Google Ads accounts, the wrong account may have been linked to CallRail. You will need to be logged in to the appropriate Google account before activating the integration. If this occurs, disable the integration for the incorrect Google account and log in to the correct one before following the integration steps.How long has the integration been active?After the initial set up, it can sometimes take 24-48 hours for the first call conversion to appear in your Google Ads account.Check your Google Ads integration triggers. Ensure therearen'tintegration trigger settings preventing the desired conversions from being pushed into Google Ads.

Ex: You can set up an integration trigger to only send Mobile CTC calls that are > 5 minutes long to Google Ads. However, if all calls so far are 2 minutes long, then none of the calls will report as conversions. Learn about integration triggers.Is auto-tagging enabled within the Google Ads Mobile CTC account? Auto-tagging adds the visitor's gclid (Google Click ID) to the site's final URL, which is one of the things our application looks for when attributing a call to Google Ads. Without our system being able to recognize a call as Google Ads, we're unable to send it to Google Ads as a conversion. Read this Google help article on enabling auto-tagging in Google Ads. The conversion name must be Phone Call.Changing the name of the conversion name Phone Call in Google Ads will prevent CallRail from sending conversion data. However, you can edit the other conversion fields if you like.

Keywords Aren't Showing in CallRail

Is auto-tagging enabled within the Google Ads account? Auto-tagging adds the visitor's gclid (Google Click ID) to the site's final URL, which is one of the things our application looks for when attributing a call to Google Ads. Without our system being able to recognize a call as Google Ads, we're unable to send it to Google Ads as a conversion. Read this Google help article on enabling auto-tagging in Google Ads.Make sureyou'veadded the keyword parameter to your Google Ads URLs.CallRail will only show keywords that you're actively bidding on in Google Ads. Here's how to add the keyword={keyword}" parameter to your ads. Double-check thatyou'vereceived Google PPC calls since the integration was set up. Only Google PPC calls to keyword tracking numbers will report to Google Ads as conversions.We can only track keywords youre actively bidding on in Google Ads.You'll only see keywords from call conversions if it's a keyword you're currently bidding on in Google Ads. Keywords you are not bidding on will not show in CallRail.Keywords will not be passed for Organic traffic. Read this article on why Google does not allow organic traffic to be tracked.

The Campaign Name Isn't Showing in CallRail

Check your campaign URL settings. Unlike keywords, campaign URLs are not dynamically filled and must be manually tagged.The template needs to be set as "utm_campaign=xyz" instead of just "campaign" by itself.The "xyz" is the actual name of the campaign. Example: Instead of using campaign={campaign} for a "Spring Sale" campaign, enter campaign={springsale}.

This feature is available for the Essentials plan and higher. Use our help article to see or change your pricing.

You can create a Google Ads Mobile Click-to-Call tracking number and use it in your mobile ad extension to track your caller's keywords. Once you create your tracking number, you'll place it within your call extensions in Google Ads and set up CallRail's Mobile Click-to-Call integration so that your keywords can display in CallRail. We'll match your calls with your clicks and report the keywords associated withyour mobile ad campaigns. We'll also report the calls as conversions in your Google Ads account.

To create Google Ads Mobile Click-to-Call tracking numbers for countries outside the United States and Canada, a member of our team will need to update your account first. Read this article to learn more about call tracking in your country.

Getting Started

Once you create your mobile click-to-call tracking number, use the article below to set up your integration. Your integration must be active in order for keywords to report for your mobile click-to-call tracking number.

Google Ads Mobile Click-to-Call integration instructions

Create a Google Ads Mobile Click-to-Call Number

Click the Create (+) icon in the navigation bar on the left and select Phone Number.

Choose the company where you'd like to add your new tracking number.

The new number wizard will appear on your screen. The first question asks, "Where do you want touse this tracking number?" SelectIll use it online.

Select Somewhere else since this number will display on anadand not your website.

Select Yes, in an ad extension to use this number in your Google Ads call extension.

Select Only on mobile devices since this number will be used in a mobile campaign.

Name your tracking number for your reports, and enter the forwarding number where your calls should route. Then, clickNext: Selecta Phone Number.

Choose your tracking phone number from the list of available numbers. If you want your number to have a different area code, clickNumbers in a specificcountry or area codeand enter your preferred area code. Then, clickNext: Number Features.

Configure your whisper message and call recording to your personal preferences. When you're finished, click Activate Tracking Number.

Topurchasean Australian or UK tracking number, please provide an address to associate with the tracking number. This does not have to be a local address and can be your business's main address. We'll save this address for future tracking numbers in the same area.

Once you've activated your tracking number, continue the setup of your integration by choosingEnable Google Ads Mobile Click-to-Call Integration and follow the instructions outlined in this help article.

You can place an outbound call to any customer using your CallRail tracking numbers. When you use CallRail to place an outbound call, we'll dial your number first and you'll be asked to "Please press 1 to connect to (phone number)."Once you answer, we'll dial the recipient for you. From their perspective, it's just like you called them directly from your phone except your tracking phone number will show up on their caller ID.

Getting Started

CallRail logs your outbound calls in your call log so that you and your team can see your inbound and outbound calling efforts in a single place. Any outbound call on your call log will be marked with this icon:

From a Caller's Timeline

You can return a call to a customer who's previously called you by navigating to their timeline.

Click Analytics in the navigation bar on the left and selectActivity at the top of the page.

Click the Timeline icon for the caller you'd like to call back.

Click thephone iconbeneath the caller's name at the top of the page.

Next, choose the phone number that you will be calling from. This is the number we'll call you on, and not the number the caller will see on their caller ID. ClickBegin Call to call your customer.

After you click "Begin Call," we'll dial your number and you'll be asked to "Please press 1 to connect to (phone number)." Once you press 1, we'll dial the recipient for you. From their perspective, it's just like you called them directly from your phone except your tracking phone number will show up on their caller ID.

On the Activity Page

You can also return a call to a customer who's previously called you directly from your call log.

SelectActivity at the top of the page.

Click on the phone number you'd like to callfrom the call log.

Next, choose the phone number that you will be calling from. This is the number wherewe will call you; the caller won't see this number.ClickBegin Call to call your customer.

After you click "Begin Call", we'll dial your number and you'll be asked to "Please press 1 to connect to (phone number)." Once you answer, we'll dial the recipient for you. From their perspective, it's just like you called them directly from your phone except your tracking phone number will show up on their caller ID.

This feature is available as an add-on for the Essentials plan and higher. Use our help article to see or change your pricing.

Lead Center allows you to view valuable information about a caller before you answer the phone. Accessingcontextual information about the caller as the call is taking place makes Lead Center the perfect tool for sales and support teams who rely on calls for new sales and exceptional customer service.

Learn moreabout sending and receiving text messages in CallRail

What's Available in Lead Center

CallRail uses extended caller ID to obtain information in Lead Center associated with each caller's phone number. With Lead Center, you can place an outbound phone call to any telephone number through one of your tracking numbers. This includes returning calls to customers who have already dialed your tracking number or placing arbitrary calls to anothertelephone number you wish to call.

Lead Center divides callers into three different categories:

Calling Now: Customers who are currently calling your tracking phone number, but whose call has not yet been answered.

Active Calls: Customers who are currently speaking with a representative.

Recently: Customer who recently called your tracking phone numbers.

The Timeline

Each caller will also have their own Timeline. Theinformation presented in the timeline will look similar to the information you see onthe individual caller's timelines. This includes:

- Previous calls from the customer

- Call recordings

- Text conversations

- Text message frequency

- Call transcription (available if CallScribe is active)

- Web sessions (only available for keyword-level tracking numbers)

- Visitor's source, including landing page URLs and referring URLs (only available for keyword-level tracking numbers)

- Tags and notes for each call

- The caller's CallScore

You can also mark calls as spam and edit the caller's tag, note, lead status, and value from the Lead Center timeline.

Add Agents to Lead Center

Add your team to Lead Center to answer calls, respond to texts, and manage leads in real-time. Agents will first need to be an existing user or added as a user in your CallRail account and then assigned to a call flow in order to receive phone calls.

Click Analytics in the navigation bar on the left.

ClickSettingsat the top of the page.

Select All Usersin the menu on the left.

ClickCreate User if the person you want to add to Lead Center is not already a user in your account and add their information using these instructions. Administrators, Managers, and Reporting users can access Lead Center.

Select the user you'd like to make an Agent by clicking their name or the Pencilicon at the right end of their row to edit the user.

In their user profile under Agent Settings, select "Forward to their softphone" to receive calls on the Lead Center app on your desktop.

Alternatively, add a different phone number to send calls to tracking numbers to another desk phone, personal cell phone, etc.

Once you've created Agent settings for your user, an administrator can update the Call Flow Builder to include your Agent's name in place of a destination number. Agents can be added to following call flow steps:

Dial

SimulCall

Round Robin

Any telephone number configured in the user's Agent Settings will ring simultaneously before moving to the next step in the Call Flow Builder.

ClickTrackingat the top of the page and select the proper company from the dropdown.

SelectCall Flowswithin Calls & Textsfrom the menu on the left.

Edita current call flow by clicking its Pencil icon, or choose + Create New Call Flow to create a new call flow.

SelectAgentfrom the destination numbersdropdown menu within aDial, SimulCall, or Round Robin step. Then, choose the Agent(s) that should be assignedto this call flow step.

Configure your Call Flow to your personal preferences, and clickSaveat the top of the page when finished.

Once an Agent is included within the Call Flow Builder, all incoming calls to tracking numbers assigned to that call flow will report the Agent who took the call in the Activity dashboard. Read more about reporting on Agents.

Outbound Calling in Lead Center

Use the instructions below to place an outbound call in Lead Center.

ClickLead Centerin the navigation bar on the left.

Choose the company you want to call from using the dropdown menu in the top right.

Select theDialerbutton in the bottom-left of your Lead Center screen.

Your outbound dialer will appear on the left side of the page.

Enter the phone number that you'd like to call.

In the Call From field, select the tracking number you'd like to appear on the caller ID of the person you're calling.

Click the checkbox to Record call if your account is set up to record outbound calls.

Click Connect with your phone and enter your telephone number where we should call you.

Click Begin Call.

We'll then dial your number and you'll be asked to "Please press 1 to connect to (phone number)." Once you answer, we'll dial the recipient for you. From their perspective, it's just like you called them directly from your phone except your tracking phone number will show up on their caller ID.

Text Messaging in Lead Center

When you send a text message from Lead Center, from the recipients perspective, its just like you texted them directly from your phone except your tracking number will show on their caller ID. Send new messages to potential leads, respond to incoming texts, and view any previous correspondence you (or someone else from your team) had with a customer.

All of your text messages to and from a customer will appear in the caller timeline, giving you insight into your communication over time.

Filter Calls and Text Messages in Lead Center

CallRail's Filters allow you to pick the type of calls and text messages you'd like to display while inside of Lead Center.

- Filter by Numberto see calls and text messages placed or received by a specific tracking number.

- Filter by Agentto see calls placed and received by a specific Agent.

- Filter byTag to see calls that have been assigned a specific call tag.

You can edit the caller ID for anyone that's called or sent a text message to one of your CallRail tracking numbers. In some cases, caller ID information only includes the city and state where a phone number was created. Renaming the caller ID helps you attach names and associations to the people reaching out to your business.

Getting Started

Editing a caller ID will update a caller's name in every place that it appears in your account. Caller IDs can only be edited for callers that have not been marked as anonymous.

Learn more about how CallRail handles caller ID options in this help article.

Renaming a Caller ID in the Call Timeline

Follow these instructions to update a caller ID from your caller timeline.

Click Analytics in the navigation bar on the left.

ClickActivityat the top of the page.

In your call log, click theTimelineicon for the caller ID youd like to edit.

Click the Pencil icon next to the caller ID at the top of the page.

Enter a new name for the caller ID.

Renaming a Caller ID in a Text Message

Follow these instructions to update a caller ID from your text conversations.

ClickActivityat the top of the page.

SelectText Conversationswithin theTextslist.

On your Text Conversation dashboard, click theTimelineicon next to the caller ID youd like to edit.

Click the Pencil icon next to the caller ID at the top of the page.

Enter a new name for the caller ID.

Renaming a Caller ID in Lead Center

Follow these instructions to update a caller ID in Lead Center.

ClickLead Centerin the navigation bar on the left.

Select the caller ID you'd like to edit from the menu on the left.

Click the Pencil icon next to the caller ID at the top of the page.

Enter a new name for the caller ID.

FAQs

Will edited caller IDsappear on my mobile phone when I receivecalls from those numbers?

No, caller IDs that you edit will only appear in your CallRail account.

Can I change the caller ID associated with a form submission?

Yes, you can change the caller ID for a form submission. This will not change the name the visitor entered on their form if it's different than what they filled out on your website.

Source-level tracking allows you to use a unique tracking phone number for each marketing campaign you want to track. For instance, you might want to track calls from Google visitors, a yellow pages ad, and a direct mail campaign-- so you'd create three tracking numbers total, one tracking number for each source, and forward each number to your main business phone number.

Google Ads Mobile Click-to-Call

Online

Offline

Google PPC

Yahoo & Bing PPC

Organic Search Results

Directory Websites

Facebook Pages

Web Referrals

Landing Pages

Yellow Pages

Direct Mail

Print Ads

TV & Radio Commercials

Flyers & Brochures

Billboards

Call Extensions

Available Data

When you use a source tracking number, you'll receive the following information about each of your calls:

- Thename of the tracking number that receivedthe call.- The channel or campaign source of the call (this is important if you use our JavaScript snippet)- The tracking number that received the call- Date and time of the call- The caller's caller ID information, including their name and telephone as configured by their carrier.- City- Duration of the call- A visitor timeline that includes inbound and outbound calls associated with a caller

Source Tracking Timeline Data

Click Analytics in the navigation bar on the left.

On your call log, click Timeline for the call youd like to view.

View your caller's timeline, which includes all of the information listed above.

FAQs

Can I integrate with Google Analytics?Yes, you can integrate and send call data to Google Analytics with source-level tracking.

Can I integrate with Google Ads?You won't be able to see your call conversions in Google Ads with source-level tracking numbers. The only exception to this rule is if you're using a source tracking number specifically for our Google Ads Mobile Click-to-Call integration. Here's our help article on our Google Ads Mobile Click-to-Call integration:

When should I use dynamic number insertion?CallRail's JavaScript code for dynamic number insertion is the key to displaying a number to your website visitors without changing the phone number in the HTML.

Do I need a different JavaScript code for every number?No. We keep it simple by making the JavaScript code company-specific. Every number you create under one company within your account will use the same JavaScript snippet.

A whisper message is a short message that plays to the person answering the phone beforethey'reconnected to the caller. Only the person who answers the call hears this message; the caller does not hear the whisper message.

Whisper messages are a great way to quickly find out which marketing campaign prompted a phone call so you can tailor your approach to every call, even before it begins.

This powerful knowledge gives you real-time feedback on which marketing campaigns are driving calls to your business. More importantly, it gives you an informational head start that helps your team convert more leads to customers.

Getting Started

We recommend making the person or team that will be answering calls aware of the whisper message in place on a tracking number. Since the whisper message plays to the call recipient before the call is connected, theyll want to wait for the whisper message to play in its entirety before greeting the caller.

Adding a Whisper Message to a New Number

You can add a whisper message to each tracking number you create within the number creation wizard. Once your number is active, you'll begin hearing the whisper message on calls received by this tracking number before the call is connected.

Click the Create (+) icon in the navigation bar on the left and select Phone Number.

Choose the company where you'd like to add your new tracking number.

Create your tracking number. On the last step of the number creation process, check the box for Whisper Message, and enter the message that youd like to play when a call is received. Prevent voicemails and automated systems from answering a call

Select Activate Tracking Number.

Adding a Whisper Message to an Existing Number

You can add a whisper message to any existing tracking number. Once you add the whisper message to a tracking number, all calls going forward will play the whisper message before connecting to the caller.

Click Analytics in the navigation bar on the left.

ClickTracking at the top of the page.

Choose the company whose tracking number you'd like to update.

Click thepencil iconfor the tracking number youd like to update to go to its main configuration page.

On the next screen, click thepencil iconin the upper-right oftheNumber Optionsmenu.

Select the checkbox to enable the Whisper Message, enter the message in the text box, and choose your preferred language.

Select Saveat the bottom of the page to save your changes.

Add a Whisper Message to Multiple Numbers

The Bulk Edit options in CallRail allowaccount administrators to add a whisper message to multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

Click the Account iconin the top left, then clickManage Accountin the My Account panel.

Select yourActive Numbersfrom theNumberslist inthe left menu.

Select the numbers you'd like to bulk edit.

Select the BulkActionsbutton at the top right of the page.

SelectWhisper Message, then clickNext.

Choose a Whisper Message preference for all of your selected numbers. SelectActivate whisper messageto add a whisper message to your selected numbers. Or, choose Disable whisper messageto turn off whisper messages for your selected numbers.

ClickSave Changes

FAQs

Whycan'tI hear the whisper message?

If there is an automated answering service, greeting, or hunt group associated with a destination number, this may interfere with hearing the whisper message. Since the whisper message plays as soon as a call is connected, despite not being connected to a representative, these setups on a destination number will interfere with whisper message settings.

In this case, we recommend using the call flow builder to prevent automated systems from answering the call. This allows the whisper message to play when someone answers the call if your destination number is on a system mentioned above. Use this support article to learn more about this feature:

.

What does the caller hear while the whisper message plays?

The caller continues to hear ringing while the whisper message plays. Using a whisper message is only a feature that the call recipient will experience.

Can I delay a whisper message from playing?

The whisper message will begin to play as soon as the call is answered. If youd like for important details in the whisper message to play later in the recording, we recommend padding the whisper message so the most important details play last. For example, instead of Call from PPC campaign, you could create a whisper that says, This is an incoming call from your PPC campaign."

How do I use the [source]keyphrase in a whisper message?

The [source] keyphrase dynamically inserts contextual information such as a call's source in your whisper message. For example, you could create a whisper message that says, "This is an incoming call from [source]," and get a resulting whisper message like"This is an incoming call from Google Organic." The [source] keyphrase can also be used in conjunction with the [tag] and [keyword] keyphrases.

How do I use the [tag]keyphrase in a whisper message?

The [tag] keyphrase will dynamically insert call tags into your whisper message. For example, you could create a whisper message that says, "This called has been tagged as [tag]," and get a resulting whisper message like"This call has been tagged as Sales."The [tag] keyphrase can also be used in conjunction with the [source] and [keyword] keyphrases.

How do I use the [keyword]keyphrase in a whisper message?

The [keyword] keyphrase will dynamically insert the PPC keywords the visitors used to find your website into your whisper message. The keywords we'll detect will only be keywords you're actively bidding on in your PPC platform. For example, you could create a whisper message that says, "This caller found your website using the following [keyword]," and get a resulting whisper message like"This call has been tagged as automotive Atlanta."The [keyword] keyphrase can also be used in conjunction with the [tag] and [source] keyphrases.

After you disable a tracking number it can be reactivated for up to four weeks from the date it was disabled. After four weeks, the number is permanently released and can no longer be reactivated.

Reactivating a Disabled Tracking Number

Click Analytics in the navigation bar on the left.

Click theTrackingtab at the top of the screen.

Select the company associated with the tracking number you would like to reactivatefrom the dropdown menu.

Click the Disabled tab to access disabled numbers.

Find the number you would like to reactive. Click the arrow button.

Select Reactivatein the pop-up window. The number can immediately begin taking calls again.

FAQs

I tried to reactivate a tracking number, but the arrow is greyed-out and I can't click it. What gives?

After four weeks, the tracking number can no longer be reactivated. Once the number has been permanently released, you will see the word "Unavailable" in the status column in the Disabled Numbers page under the Tracking tab.It's been more than four weeks. Is there any way to get the number back?

No. After four weeks, the number is released back to our carrier.Can I reactivate a number pool? Will the pool include the exact same phone numbers?

Yes, you can reactivate a number pool. When you reactivate a number pool using this method, the pool will contain the same numbers as before. However, if you contact the Support team to reactivate a number pool for you, the numbers in the pool may be different.

I ported my numbers out of CallRail. Can I reactivate those here?

No. Tracking numbers that have been ported out of CallRail cannot be reactivated.

CallRails call recording feature allows you to automatically record phone calls received by your tracking numbers. After a call ends, the recording will be available to replay in your call log and email notifications.

Call recording is included in your account at no additional cost.

Downloading a Call's Recording

Getting Started: Important Legal Notice

There are different laws that apply to call recording, so check your current state and federal laws before using this feature. Some states require both parties to consent to any recorded conversation, while other states require onlyone party to consent. To assist with compliance of these laws, CallRail allows you to enable an automated verbal greeting to parties on a call.

Call Recording for a New Number

Call recording can be turned on for a tracking number within the final step of the number creation wizard. Check the box for Call Recording. You can type in a greeting to notify the caller that their call will be recordedif yourstate or local laws require the caller to be notified. You can also leave this field blank for no message.

Call Recording for an Existing Number

Call recording can be turned on for an existing tracking number on the number's configuration page.

Click Analytics in the navigation bar on the left.

Click Trackingat the top of the page.

Choose the company where youd like to use call recording.

Click thePencil iconfor the tracking number youd like to update to go to its main configuration page.

On the next screen, click the Pencil iconin the upper-right oftheNumber Optionsmenu.

Under Number,click the checkbox to enable call recordingand to play a greeting to the caller. You can type in or upload a greeting to notify the caller that they call will be recordedif yourstate or local laws for your area require the caller to be notified. Leave this field blank or uncheck the box for no message.

Click Save Number at the bottom of the page to save your changes.

Activate Call Recording for Multiple Numbers

The bulk editing options in CallRail allow administrators to activate or disable call recording for multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

Click the Account iconin the top left, then clickManage Accountin the My Account panel.

SelectActive NumberswithinNumbersin the menu on the left.

Select the numbers where you'd like to activate or disable call recording by clicking their corresponding checkboxes.

Select the BulkActionsdrop-down at the top right of the page.

SelectCall Recording, then click Next.

Choose a Call Recording preference for all of your selected numbers.

SelectActivate Call Recordingto enable call recording for your selected numbers.

SelectDisable Call Recordingto turn off call recording for your selected numbers.

ClickSave Changes

Listen to Recorded Calls

There are several places where you can listen to recorded phone calls. Onceyou'velistened to a call, the playback icon will change colors to indicateyou'velistened to that call previously.

ClickRecordingfrom the call log to see a pop-up window at the bottom of your screen. You can scroll through your call log and take actions on other calls while you listen to your selected recording.

Select Minimize to listen to the call recording in a smaller view.

Navigate to the caller's timeline to play the recording inside a customer's profile.

Select the Listen button in your CallNotification emails.

FAQs

Does call recording cost extra?

T here's no additional cost associated with using this feature. Call recording is included in the base price of all pricing plans.

How long are my recordings stored?

Call recordings are stored indefinitely.

Why are my recordings shorter than the length of the call?

Call recordings are typically shorter than the call duration because we automatically trim off the silence at the beginning of the call, as well as the time that the caller spends on the phone while it is ringing.

Am I able to pause call recording in the middle of a call?

Its not possible to pause call recording in the middle of a call; however, you are able to disable call recording on an existing tracking number to comply with legal or privacy needs.

Can I delete a call recording?

Yes. Use these instructions to see how you can delete a call's recording: Delete a Call Recording

Can I download my recordings in bulk?

At this time, theres not a way to bulk download recordings. Use these instructions to see how you can download individual call recordings: I have call recording turned on, but I don't see my recording yet. If you've confirmed call recording is on for your tracking numbers, it may take a few minutes for your call recording to appear in our system. In most cases, if you have several long calls that aren't uploading fast enough, we recommend giving it a few minutes, as recording files are significantly larger than most data CallRail displays. Can I use call recording within a HIPAA account?The same laws apply to call recordings in a HIPAA account as they do in a standard CallRail account. You will need to check with your state laws and legal department to determine if you need to notify the caller that the call is being recorded. If you wish to record calls, you can listen to them in a HIPAA account as long as you are logged in to that account.

Create integration triggers for each company in your account to determine how your call data reports to your third-party analytics software. This allows CallRail to filter specific data to your integrations according to rules you set for your business.

An integration trigger can be created for any integration that's currently active or in the pending state. This feature is currently only available for phone calls made to your tracking numbers and can not be used by forms-only accounts.

By default, calls to all of your tracking numbers will send data to your integrations.If you choose a specific number or keyword pool to send data in the integration triggers configuration page, only calls to those numbers will send data to your integrations.

If youd like to use call tags as an integration trigger, the call tag must be applied automatically to the call by using a tag step in the Call Flow Builderor through Keypad Scoring.

Use these instructions to learn how to add a tag using a call flow

Creating IntegrationTriggers

Integration triggers are company-dependent within your account. Use these instructions to create triggers in each company where your integrations are active.

Click Analytics in the navigation bar on the left.

Click Settings at the top of the page.

Choose the company where youd like to create an integration trigger.

SelectIntegration Triggersfrom theIntegrations section in the leftmenu.

Choose the integrations youd like to set specific criteria forand create your filters. Integrations thataren'tincluded in this table will continue to receive data for all calls.

Click + Add Triggerto create additional filters if needed.

Select Save when finished to update your settings.

Editing Integration Triggers

You can edit integration triggers at any time to change how your call data is reporting to one of your integrations. Each integration has its own set of triggers, so you must edit each individual integration to change the integration triggers.

Click Analytics in the navigation bar on the left.

Click Settings at the top of the page.

Choose the company where youd like to edit an integration trigger.

Select Integration Triggers from the Integrations section in the left menu.

Use the drop-downsto make new selections for each integration you'd like to edit.

You can add or remove multiple options using the + and x icons for items like "Number" and "Tags" in the dropdown.

Once youre finished editing your integration triggers, click Save at the bottom of the page.

FAQs

Do my text messages and form submissions also follow my integration triggers?

CallRail's triggers only filter data for calls to your tracking numbers. Text messages and form submissions won't follow integration trigger rules.

Ifyou'veever answered your phone and heard silence, static, or an automated message on the other end of the line, then you understand the frustration of receiving a call from a robodialer. Since these robocallers often spoof the caller ID, unfortunately, it's difficult to block and prevent them from calling random phone numbers. Additionally, the act of spoofing of the caller ID makes these calls look like legitimate callers, and blocking a single legitimate phone call is unacceptable.

Challenging Calls

When a keyword tracking pool is created, it is automatically equipped witha spam prevention tool. This tool allows CallRail to identify ifthe numbers within your keyword tracking pool have been assigned to visitors coming to your website.

If you receive a call, and your keyword numbers haven't yet been assigned to a website visitor, CallRail will automatically challenge that call with a message that states, "This numberwon'tbe activated until it is displayed to a customer on your website. To place your call anyway, please press 1 now."

Thismessage, which challenges calls to keyword tracking numbers that have not been recently assigned, reduces the likelihood thatthese numbers will betargeted by spam calls.Follow the instructions below if you wish to turn this default feature off.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company where youd like to stop challenging calls.

SelectBlocked Numbers in the Calls & Texts menu.

Find the option forCalls to Inactive Numbers and change the selection to theAllowoption.

Block Robocallers & Telemarketers

Each CallRail account is automatically configured to "Challenge" telephone numbers that are known robodialers and/or telemarketers (this service is included at no additional cost). This advanced anti-spam technology allows CallRail to check the telephone number of each incoming call to your tracking numbers against a collaborative database of telephone numbers that are known robodialers. If a caller's telephone number is notin this database, the call will route to your tracking number as expected, and with no delay.

Using a Menu Within the Call Flow Builder

The Call Flow Builder was created to catch or divert spam callers by creating steps that would challenge the caller, solving a spam problem with 100% accuracy. By creating a "Menu" within a CallRail Call Flow, the call won't appear on your call log (or be billed) if the caller doesn't successfully navigate the menu. If the caller reaches the menu and listens to the menu three times without selecting a menu option, CallRail will automatically prevent that call from showing on your call log, reports, and your billing.

Since we are unable to prevent people from calling a telephone number, filtering out the call within the menu is a great line of defense for spam or robocallers. Here's how to set up a menu in a company's Call Flow Builder.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Select yourCall Flowsfrom the Calls & Texts menu.

Choose + Create New Call Flow at the top of the page.

Within the box, "What would you like to happen first?" select Menu.

On the menu step, choose to type in a greeting that will be read to your callers in a robot-like voice, or you can upload your own recording of your Menu options. Then, write a brief description of where or who the call will be forwarded to (this description will not be announced to the caller). You can add up to 13 menu options. submit a ticket to our support team

Next, you will decide what will happen after the caller presses a number. Inthis example, "If the caller Presses 1," we will forward the call to the Front Deskphone numberby using a Dial step. You can include any steps that work best for your business. When you're finished, click Save at the top of the page to save your Call Flow.

Block and Filter Phone Numbers

If you're receiving repetitive unwanted calls from the same number, that number can be blocked from calling in the future. Learn more about blocking and filtering calls using this help article.

Mark as Spam Button

Any unwanted call can be marked as spam. Using the Mark as Spam button for calls in the currentbilling cycles will remove the call from your call log, and also from your reports and billing. It will also "challenge" the caller in the future.

The next time they dial your tracking numbers, they will hear an automated message that says, "Please press 1 to connect to your call."

You can access the "Mark as Spam" button from the caller's timeline:

Click Analytics in the navigation bar on the left.

Navigate to your company's call log by clicking Activity.

Click the Timelinebutton for the caller you'd like to mark as spam.

Select theMark as Spam iconnext to the call in question.

Replacing a Tracking Number

If a specific tracking number is receiving an unusual number of unwanted calls, we're happy to replace it for you. Replacing the tracking number will release the number from your account, and we won't be able to recover it. You can reach out to our Support team to request a replacement tracking number at no additional cost.

FAQs

Can I import a list of telephone numbers for a "Do Not Call" (DNC) list?

We don't have a way to automatically block numbers you don't want your team to call since we don't provide any automatic dialing services. If there's a specific number you'd like to prevent your team from calling, we recommend adding a tag or note to that person's timeline to indicate that your team shouldn't call that person.

My customers see "Scam Likely" or "Spam" on their caller IDs when I call them. How can we fix this so they know I'm a legitimate caller?

We can register your tracking phone numbers with a national whitelist, which will help prevent T-Mobile and Metro PCS customers from seeing this on their caller ID when you call from a CallRail number. This national whitelist verifies that our customers are legitimate business owners, which T-Mobile and Metro PCS will recognize and pass your caller ID properly.To have your tracking number(s) added to this whitelist, with the following information:

Your name and email address

The tracking phone numbers you want whitelisted

The caller ID that should show to your customers

What you'll be using the numbers for(Telemarketing, Account Service, Customer Service, Survey/Research, Informational, Financial Service, Other).

We'll submit your information on your behalf and let you know once this is complete. Please allow us a couple of weeks to get this information processed, as this is a manual process we take care of on our end.

There are multiple ways to qualify leads in CallRail. Qualifying leads allows you to create more enhanced reporting around which marketing efforts are attracting good leads and moving leads through the sales funnel.

Auto-Qualify Leads Using CallScore

With CallScore, we'll automatically score incoming leads based on machine learning models that have been built, created, and tested for accuracy. Once a lead has been scored, you can view their scorewithin your activity dashboard, email notifications, and call details pages.Call recording will need to be enabled for tracking numbers that use CallScore. CallScore can transcribe calls in English (US).

Read how to enable call recording for your tracking numbers.

CallScore is company-dependent within your account. Follow the instructions below for each company where you'd like to activate CallScore.

Click Analytics in the navigation bar on the left.

ClickSettingsat the top of the page.

SelectScoringwithin theWorkflowlist in the left menu.

Slide the toggle at the top of the page toON to activate CallScore. Read more about applying a value

Choose to score all calls or select specific criteria within the table to indicate which interactions you'd like to be scored by CallScore. (For example, only consider calls over 30 seconds.) Read this article for more details on setting up CallScore criteria.

ClickSaveto finish activating CallScore.

Qualify Phone Leads Using Keypad Scoring

Keypad Scoring allows you to enter valuable information about a call as soon as it ends. You can score the call as a lead, add a tag to the call for reporting purposes, and record a value for the call.

Before activating Keypad Scoring, you'll want to ensure your company's call tags are set up for the company in your account where you'd like to use Keypad Scoring. Set up call tags to classify your calls on your activity dashboard and reports in the Keypad survey.

Once this feature has been set up, you'll be able to select it when activating Keypad Scoring. Keypad scoringmessages can only be read in English (US).

The Keypad Scoring feature is company-dependent within your account. Follow the instructions below for each company where you'd like to use Keypad Scoring.

Click Analytics in the navigation bar on the left.

ClickTrackingat the top of the page.

SelectKeypad ScoringunderCalls & Texts.

Click the checkbox forMark as a qualified leadto include lead classification in your post-call survey. These options are pre-configured automatically for you.

Click the checkbox forAdd a tagto include call tagging in your post-call survey, and choose the tags for each keypad number. You can choose up to 9options here.

Click the checkbox forRecord a valueif you'd like to be able to enter a numeric value for a call after it ends. The amount you enter in the value field will display on your Activity dashboard after the call ends.

SelectSaveto activate Keypad Scoring.

Read this article for more details on keypad scoring.

Manually Qualify a Lead in the CallRail App

You can always manually qualify a lead in the CallRail app using the thumbs up button in a caller timeline, on the activity log, or inside Lead Center during live calls.

From the activity log, you can manually mark a lead as qualified or not qualified by clicking the + sign in theQualifiedcolumn.

Or select Note next to a call or form submission to add a tag, note, or qualify the lead.

If you're listening to a call recording, you can score a lead under theEdit tab of the recording.

If you're using Lead Center, you can score live calls in the call details next to Qualified.

Create Workflows to Automatically Qualify Leads

Use our conversation intelligence features CallScribe and Keyword Spotting to automatically classify and score leads as they come in.

CallScribe transcribes calls and then allows Keyword Spotting to perform certain actions based on the words said in a call. Using these features you can categorize your leads using tags and automatically apply a lead score based on the criteria in the call for a faster workflow.

Click Analytics in the navigation bar on the left and clickSettingsat the top of the page.

Choose the company where you'd like to use Keyword Spotting.

SelectCallScribe &Keyword Spottingwithin theWorkflowlist.

Once you've configured CallScribe, use theSpeakerdrop-down in the Keyword Spotting section to choose which speaker you'd like to track keywords for.

Use theAny/Alldrop-down to determine whether any or all of your listed keywords must be spotted for further action to be taken after the keywords are recorded.

Enter thekeywordsyou'd like to see appear in the caller timeline. Keyword Spotting can also detect "close matches" toany of these words. For example, if you use "schedule" as a keyword, the system will also detect"scheduled, scheduling, and schedules."

Select+ Add Criteriato choose any additional criteriathat must be met for further action to betaken after your keywords are spotted and recorded.

Then select+ Add Actionto tag, score, or set a value for a call based on the keyword and criteria you've selected. For example, you can score all calls with the words "appointment" or "follow-up" automatically as a qualified lead. *Sometimes users will have their agents use specific keywords or phrases on the call to cue Keyword Spotting to mark the lead as qualified or not qualified. Read more about Keyword Spotting. Read more about tags..

ClickSaveat the bottom of the page when finished.

Add notes to your phone calls to keep important lead information at your fingertips.

Getting Started

If you're using Lead Center as an add-on in your account you can add notes to a live phone call through our softphone capabilities. To learn how to add notes from Lead Center, use this help article.

Learn more about the Lead Center add-on. Find out how to add Lead Center to your account.

Add Notes to a Phone Call

You can add notes to a phone call from your call log in one of three ways:

Click Analytics in the navigation bar on the left.

Navigate to your call log by clicking on Activity.

From your call log, find a specific call and click theNoteicon, then click the + sign to expand the notes section.

You can also add notes from a customer's timeline. Click theTimelineicon for specific call and then click the + sign to add a note for that call.

If you're listening to a call, clickRecording, then the Edit tab,click the + icon to add your note.

View Notes Made on Phone Calls

View notes made on a phone call one of two ways:

When listening to a call, click the Recording button and look under the Edit tab to view notes for that call.

You can also view notes from a customer's timeline. Click the Timeline arrowfrom the call logand expand each call to view the notes for that call.

This feature is available for the Essentials plan and higher. Use our help article to see or change your pricing.

Keypad Scoring allows you to enter valuable information about any inbound call as soon as it ends. In the survey, you can score the call as a lead, add a tag to the call for reporting purposes, and enter a value for the call.

After your conversation ends, press the * key to start the Keypad Scoring survey, or wait for the customer to hang up the call first. The callerwon'thear this survey, just the agent taking the call.

Getting Started

If you'd like to tag your calls through the survey, you'll want to ensure your company's call tags are set up for the company in your account where you'd like to use Keypad Scoring before turning this feature on. Call tags help you classify calls on your activity dashboard and for this keypad survey.

Once this feature has been set up, you'll be able to select it when activating Keypad Scoring. Keypad scoringmessages can only be read in English (US).

Set up Keypad Scoring

The Keypad Scoring feature is company-dependent within your account. Follow the instructions below for each company where you'd like to use Keypad Scoring.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company where you'd like to use Keypad Scoring.

Select Keypad Scoring within the Calls & Textslist.

Click the checkbox forMark as a qualified lead to include lead classification in your post-call survey. These options are pre-configured automatically for you.

Click the checkbox forAdd a tag to include call tagging in your post-call survey, and choose the tags for each keypad number. You can choose up to 9options here.

Click the checkbox forRecord a value if you'd like to be able to enter a numeric value for a call after it ends. The amount you enter in the value field will display on your Activity dashboard after the call ends.

SelectSave to activate Keypad Scoring.

Disable Keypad Scoring

The Keypad Scoring feature is company-dependent within your account. Follow the instructions below for each company where you'd like to disable Keypad Scoring.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company where you'd like to disable Keypad Scoring.

SelectKeypad Scoringwithin theCalls & Textslist.

Uncheck all of the boxes under Configure.

SelectSave to disable Keypad Scoring.

FAQs

Can I use Keypad Scoring on an outbound call?

Keypad Scoring is currently only available for inbound calls to your tracking phone numbers.

Tags are a helpful way to sort and categorize your calls and form submissions. Each company in your account has its own set of tags that can be created, edited, and color-coded to help you sort your data faster.

Getting Started

Tags are company-dependent within your account. Theres no limit on how many tags youre able to add to acompany. You can also assign multiple tags to a single call or form.

Editing a tag will change the tag in every place its currently assigned. Removing a tag will remove it automatically from any call flow and phone call its been assigned to.

Create integration triggers using tags

Set up Tags

Follow the instructions below to configure tags for a specific company in your account.

Click Analytics in the navigation bar on the left.

Click Settings at the top of the page.

Choose the company whose tags youd like to set up.

SelectTags within Workflowin the menu to the left.

Youll see a list of pre-populated tags. You can create, edit, or delete any of these tags. To add more tags, click + Add Tag at the bottom of the list.

Click Saveat the bottom of the page to save your changes.

Color Coding Tags

Applying colors to each of your tags lets you quickly differentiate between the types of calls and forms you receive. By default, the background color of any tag is gray, but you can choose different colors for each set of tags in each company. Once a color has been assigned to a tag, all assigned tags will update to reflect the new color.

From the tags customization page (outlined in the previous Set Up Tags section), select thepenciliconto edit the tag whose color you'd like to change

Choose the color you'd like to apply to that tag.

Click Saveto update your settings.

Adding Tags to a Call

You can apply a tag to a call from several places within CallRail.

Add a tag on your call log by clicking +in the "Tags" column.

From the recording playback box by clicking + next to "Tags."

On a callers timeline in Lead Center by clicking Edit Tag, Note, & Value. Click + Tag and apply the tag(s) of your choice.

You can also apply tags automatically using the Call Flow Builder and Keypad Scoring. For more information on these features, read these help articles:

- Creating a tag step in the Call Flow Builder

- Tag calls using Keypad Scoring

Adding Tags to a Form Submission

Tags can also be used for form submissions you've received.

Click Analytics in the navigation bar on the left.

SelectActivity at the top of the page.

SelectForm Submissions underForms on the left menu.

Add a tag to your form log by clicking +in the "Tags" column and picking the tag you'd like to apply.

Alternatively, you can add a tag to a form submission by clicking the Noteicon at the far right of a form's row on your log and adding a tag within the panel at the bottom of the screen.

Adding the Tag Column to Your Activity Dashboard

In order to see a calls tag on your activity dashboard, youll want to ensure the Tag column has been added to your dashboard.

Click Analytics in the navigation bar on the left.

Select Activity at the top of the page.

Click Edit Columns from beneath the call graph.

Select theTag Checkbox, underClassification.

Filter by Tag

You can apply a filter to your dashboard and reports to see calls and forms that have been assigned specific tags. Filtering your data by tags is a quick way for granular insight into your customer interactions.

Click Add Filter from within thefilter panel at the top of your Call Log or any report.

ChooseTagswithin theProperties group in the filter menu that appears.

Select the tag(s) that youd like to see. You can choose as many tags as youd like.

Onceyou'veselected your tag(s), your activity log or report will update accordingly.

You can also filter which calls report to your third-party integrations by tag. For more information on how to set an integration filter for tags, read this support article:

.

Creating Tags at the Account-Level (Admins Only)

If you're an administrator for your CallRail account, you can create a set of tags that apply to every single company in your account. These tags can only be created and edited by administrators since these tag settings apply to all companies.

Click the Account iconin the top left, then clickManage Accountin the My Account panel.

ChooseTags from within the Manage list in the left menu.

Click + Add Tagat the bottom of the page to create a new tag that will be available to all companies in your account.

You can change the color of the tag by clicking the pencilicon on the right-hand side of the page, and then by selectingthe color swatch icon in the table.

If you need to remove a tag, click theDelete icon. Note:This removes this tag from all call flows and phone calls that it's been applied to in your account.

CallRails JavaScript snippet allows you to use dynamic number insertion (DNI) to integrate call tracking with your website. Each tracking number you create can be assigned a source (like Google Ads, Bing Organic, Yelp, Facebook, etc.) and the correct tracking number will display when a user reaches your website via one of those sources.

The JavaScript snippet also powers CallRail's Form Tracking product. Whether you've built a form using our form builder or have an external form you'd like to track, the JavaScript snippet captures the contents of forms submitted on your website and displays your form data in a contact's timeline.

If you are using a WordPress website, please follow these instructions to install the WordPress plugin instead of using the JavaScript snippet. This will offer you the same functionality.

The same snippet powers both call and form tracking if you're using both products in CallRail, so you don't have to install the same script more than once. After your company's snippet has been added to each page of your website, it gathers all the details of your customer's interactions on your website and relays their activity back to CallRail.

Use these Wix instructions to learn how to add Google Tag Manager to your premium Wix site

How the JavaScript Snippet Works

Each company in your CallRail account has its own, unique JavaScript snippet. The installation is just like installing Google Analytics a single JavaScript snippet added to each page of your website before the </body> tag.This script tag works for both HTTP and HTTPS pages.

To use the dynamic number insertion feature, create tracking numbers within your CallRail account to track visitors from a specific source, like Google Ads. When a visitor navigates to your website through one of the sources youre tracking, CallRails JavaScript will detect the phone numbers on your web page and swap them with the correct tracking number. Well then store the visitors source in a cookie so theyll continue to see the same tracking number each time they return to your website (unless your snippet is removed).

Getting Started

There are a few important details youll need to know before you get started with dynamic number insertion:

Onceyou'veinstalled the JavaScript snippet on your website, be sure to test your installation before your campaign begins. Learn how to test your installation with this help article.

Dynamic number insertion detects multiple number formats, including: 111-222-3333, 111.222.3333, and (111) 222-3333.

Special steps are necessary to swap phone numbers in images. Learn more about image swapping with this help article.

Ideally, CallRails JavaScript snippet should be installed on every page of your website, but it must be embedded on the visitors landing page, as well as each page on your website that displays a phone number or a web form you'd like to track.

Installing the JavaScript snippet on Your Website

Each company in your account has its own unique JavaScript code for dynamic number insertion. If you have multiple companies in your CallRail account, youll have a different code for each.

Click Analytics in the navigation bar on the left.

ClickSettings at the top of the page.

Choose the company whose JavaScript code youd like to install.

Select All Integrations from the Integrationssection in the left menu.

Choose JavaScript Snippetfrom the list of available integrations.

Copy the JavaScript provided. It should look similar to this sample JavaScript code.

Paste your script into each page of your website right before the </body> tag.

FAQs

Can I test that dynamic number insertion is working? Yes, there are a couple of ways to test that your DNI script is working properly. Read how to use our auto-test feature to see live swap examples of your tracking numbers swapped on your page or manually test dynamic number insertion.

Whyisn'tmy telephone number swapping?

Have you cleared your cookies, or tried accessing the website in a private browsing session? The most important part of testing dynamic number insertion is to simulate the experience of a first-time visitor before testing. Otherwise, the swap code will detect you as a visitor to the website from a previous session.

Troubleshoot common dynamic number insertion issues with this help article.

How do I prevent a number from swapping on my website?

If there is a specific place on your website where you don't want a number to swap, you're able to update the telephone number in your source code so that our swap script doesn't recognize it. In the number that you do not want to be swapped, use HTML tags that don't apply anyadditional style.

For example: 555-<span>444<span>-3333.

When setting this up, we recommend placing "<span>" within the middle of the phone number (as illustrated above). With those additional HTML tags, our JavaScript snippet will not find/swap the number that you'd like to appear static.

Can I use dynamic number insertion in an iframe?

We do not recommend installing our dynamic number insertion script in an iframe since they run independently from the rest of awebsite. This could cause an inconsistent experience for website visitors, and they could potentially see two different tracking numbers on the same website. CallRail's swap script can still be installed on websites that use iframes, butany number within an iframe won't swap.

Can I use dynamic number insertion on my Squarespace site?

Yes. You can install CallRail's JavaScript snippet for dynamic number insertion on a Squarespace site using the Code Injection feature.

Can I use dynamic number insertion on my Wix site?

If you are on any of Wix's premium plans, you can install CallRail's JavaScript snippet in Google Tag Manager, and add Google Tag Manager to your Wix site. Use this article to learn how to add dynamic number insertion to Google Tag Manager.

.

Do I need to remove the JavaScript after I disable call tracking?

If youdon'tplan on creating new tracking numbers in the same company where your tracking number(s) has been disabled, you can safely remove the CallRail JavaScript code. However, if you leave the swap script on your website, the numbers will no longer swap since those numbers have been disabled.

Can I have a white-labeled version of my swap code?

Yes. Use the instructions above when logged into CallRail via your white label domain to access a white label version of your swap script.

This feature is available for the Essentials plan and higher. Use our help article to see or change your pricing.

CallRails easy-to-install WordPress call tracking plugin allows you to dynamically swap the phone number displayed on your website and to track form submissions. Each company in your account has its own unique token youll use when installing the plugin to your WordPress website. Please note that if you install the plugin, you do not need to install the JavaScript snippet; the plugin automatically installs the JavaScript snippet on every page of your website.

Each tracking number you create can be assigned a source (like Google Ads, Bing Organic, Yelp, Facebook, etc.) and the correct tracking number will display when a user reaches your website via one of those sources.You'll also be able to track any form submissions on your website by enabling external form tracking or adding a custom form.

this help article

Getting Started

There are a few important details youll need to know before you get started with the WordPress plugin:

Onceyou'veinstalled the plugin on your website, be sure to test your installation before your campaign begins. Learn how to test dynamic number insertion with this help article.

Our plugin detects multiple number formats, including: 111-222-3333, 111.222.3333, and (111) 222-3333.

Special steps are necessary to swap phone numbers in images. Learn more about image swapping with this help article.

The WordPress plugin automatically installs CallRails JavaScript snippeton every page for you. The snippet must be embedded on the visitors landing page, as well as each page on your website that displays a phone number.

To begin tracking form submissions with CallRail, you will need to enable external form tracking for your company or create a custom form. Learn more about enabling Form Tracking with this help article.

Our WordPress plugin runs as a first-party script by default once it's been installed on your website since we provide first-party tracking and not third-party tracking. This allows your plugin to function as expected for website visitors who may be using a particularly sensitive ad blocker on their browser.

Installing the WordPress Plugin

The WordPress plugin you'll use for your website is company-dependent within your account. Use these instructions to learn how to upload the WordPress plugin for a specific company.

Click Analytics in the navigation bar on the left.

ClickSettings at the top of the page.

Choose the company whose plugin you'd like to activate.

SelectAll Integrations from theIntegrations section in the menu on the left.

Choose the WordPressintegration option.

Click to download CallRails WordPress plugin. You'll need this .zip file for a later step.

Log into your WordPress site andselectPlugins, then clickAdd New.

ClickUpload Plugin at the top of the page.

ClickChoose File and select the .zip file you downloaded in your CallRail account (from step 5). Then clickInstall Now.

Once your plugin is successfully installed, selectSettings in the left menu, then clickCallRail.

Add the WordPress plugin key from CallRail to the plugin settings in WordPress.

ClickSave Changes to activate your plugin.

FAQs

Whyisn'tmy telephone number swapping?

Have you cleared your cookies, or tried accessing the website in a private browsing session? The most important part of testing dynamic number insertion is to simulate the experience of a first-time visitor before testing. Otherwise, the swap code will detect you as a visitor to the website from a previous session.

Learn more about testing dynamic number insertion with this help article

How do I prevent a number from swapping on my website?

If there is a specific place on your website where you don't want the number to swap, update the telephone number in your source code so that our swap script doesn't recognize it. In the number that you do not want to be swapped, you can use HTML tags that don't apply additional style.

For example: 555-<span>444<span>-3333.

When setting this up, we recommend placing "<span>" within the middle of the phone number (as illustrated above). With those additional HTML tags, our JavaScript file will not find/swap the number that you'd like to appear static.

Do I need to remove the JavaScript snippet if I disable call tracking?

CallRails JavaScript code is company-specific. If youdon'tplan on creating new tracking numbers in the same company where your tracking number(s) has been disabled, you can safely remove the WordPress plugin. However, if you leave the plugin on your website, the numbers will no longer swap since those numbers have been disabled. If you want to continue tracking forms, do not remove the JavaScript snippet.

Can I have a white-labeled version of my plugin?

Yes. Use the instructions above when logged into CallRail via your white label domain to access a white label version of your plugin.Why don't I see tracking data for incoming form submissions from an external form?

Use to troubleshoot external form submissions.

This feature is available for the Essentials plan and higher.Use our help article to see or change your pricing.

Add call tracking to your Wix website to find out which marketing sources drive calls and texts to your business. When a customer navigates to your website, we'll swap in the tracking phone number associated with the marketing source they came from.

Getting Started

The Wix integration with CallRail is only available for Wix Premium plans.

You can track calls on your Wix website using source tracking numbers or a keyword pool to include session-level data. Read more about the differences between source and keyword-level call tracking.

There are a few important details youll need to know before you get started with dynamic number insertion:

The Wix app automatically installs CallRails swap.js code on every page of your Wix website for you in order to swap call tracking numbers onto your Wix pages.

Dynamic number insertion detects multiple number formats, including: 111-222-3333, 111.222.3333, and (111) 222-3333.

Special steps are necessary to swap phone numbers in images. Learn more about image swapping with this help article.

Note: Our Wix integration cannot track form submissions.

Integrate CallRail with Wix

The integration with Wix is company-dependent in your account.Follow the instructions below for each company youd like to integrate with Wix.

Click Analytics in the navigation bar on the left.

ClickSettingsat the top of the page.

Choose the company youd like to integrate with Wix.

Find and select the Wix integration tile.

Copy the company ID on this page to your clipboard (you'll enter it into the Wix integration with CallRail). Learn more about testing dynamic number insertion with this help article

From your Wix account, select the Wix site you'd like to integrate with CallRail.

SelectMarketing Toolson the left-hand navigation.

Select Marketing Integrations in the Marketing Tools column.

Find the CallRail integration tile and clickGo For it.

On the top right of the CallRail integration page, click Connect CallRail.

Paste your CallRail company ID (from the Wix integration page) in the pop-up window and clickSave.

After clicking Save,your integration with CallRail will be activated and your tracking numbers will start swapping on your Wix website.

Be sure to test your installation before your campaign begins. Learn how to test dynamic number insertion with this help article.

FAQs

Can I track form submissions?

Unfortunately, our Wix integration cannot track form submissions on your Wix website. We can only track calls and text messages to your tracking numbers.

Whyisn'tmy telephone number swapping?

Have you cleared your cookies, or tried accessing the website in a private browsing session? The most important part of testing dynamic number insertion is to simulate the experience of a first-time visitor before testing. Otherwise, the swap code will detect you as a visitor to the website from a previous session.

How do I prevent a number from swapping on my website?

If there is a specific place on your website where you don't want the number to swap, update the telephone number in your source code so that our swap script doesn't recognize it. In the number that you do not want to be swapped, you can use HTML tags that don't apply additional style.

For example: 555-<span>444<span>-3333.

When setting this up, we recommend placing "<span>" within the middle of the phone number (as illustrated above). With those additional HTML tags, our JavaScript file will not find/swap the number that you'd like to appear static.

Afteryou'veinstalled the JavaScriptsnippet on your web page, use these testing methods to check that dynamic number insertion (DNI) is working and tracking numbers are swapping on your web pages.

Getting Started

Install CallRails dynamic number insertion JavaScript snippet on every landing page and page of your site with a phone number. Each company in your CallRail account has its own, unique code snippet for call tracking.

Learn how to install your company's JavaScript snippet with this help article.

Reach out to our Support team

Auto-Test Dynamic Number Insertion

Use this auto-test to confirm that the JavaScript snippet is correctly installed on a web page.This test has two parts. First, it validates that your snippet has been installed in the correct location before the </body> tag. Then, it checks that your tracking numbers are swapping on your site.

You must test each web page individually whereyou'veinstalled the code snippet. Testing a landing page, for example, will not test your entire site.

Click Analytics in the navigation bar on the left.

Click Settings at the top of the page.

Choose the company whose snippet you are testing.

Select All Integrations from the Integrations section in the left menu.

Choose the JavaScript Snippet integration.

Scroll down to the section titled Test JavaScript Snippet, at the bottom of the page.

Copy and paste the web page URL that youd like to test and click Start Test.

If your JavaScript snippet is properly installed, youll see a green checkmark in the Code Snippet Status section.

If your JavaScript snippet is not found or not properly installed, youll see a yellow alert with instructions on how to fix your code installation and a date stamp of your last test. If the code snippet is not in the correct location, your numberscan'tswap so the second part of the test will not be performed.

In the Tracking Number Status section of the test, its important to note that were testing all the tracking numbers in your company. So, some numbers that show up as not found are not a problem. Only troubleshoot tracking numbers you expected to swap on the page you are testing.

Tracking numbers that are properly swapping on the page youre testing will show a green checkmark in the Status column.

Click the eyeball icon in the View column to see a live swap example of the tracking number swap on your page.

This screen will show a screen capture of the tracking number swap that happened with a date and time stamp of when the swap occurred.

There will be a yellow alert message in the Status column for numbers thataren'tswapping on the single web page youre testing. Remember, were testing all the tracking numbers in your company. This alertisn'ta problem for tracking numbers thatwon'tbe used on the specific web page youre testing.

If its a tracking number you expected to swap on the page, click the Troubleshoot link to view a help article on troubleshooting common errors that will prevent a number from swapping. Note: There are sometimes false negatives in this auto-test where your tracking number is actually swapping on your page. If you've checked all the troubleshoot items and still receive an error message, we recommend manually testing (next section) your web page to simulate a visit.

You can also select the Number Name to be sent directly to the edit page for that number so you can make any configuration changes needed.

Manually Test Dynamic Number Insertion

Use these test methods to manually test dynamic number insertion. Because CallRail's swap code creates a cookie that remembers your previous website visits, you might think that dynamic number insertionisn'tworking even when it is.

First, Clear Your Cookies. Before you test, clear your cookies. Each test must be performed as if you are a brand new visitor; otherwise, number swapping will not work as expected. If you prefer to test dynamic number insertion without clearing your cookies, you can do so by accessing the website in a private browsing window. Using a private browsing window (like Incognito mode in Google Chrome) lets you simulate yourself as a first-time visitor to the website. Please ensure no other private browsing windows are open when testing with this method.

Simulate an Organic visit. For the purpose of this example, well assume youre testing a Google Organic tracking number.

Clear your cookies, or open a fresh private web browser.

Navigate to the source website (ie. Google.com).

Search for your full URL on the search engine (ie.www.yoursite.com).

In the search results, click the link to your website.

Navigate to a page containing the phone number.

Confirm that the tracking number is displayed. If so, congratulations, it works!

Simulate a Google Ads click. For Google Ads, you can manually simulate a click without requiring you to click on an ad by appending "?gclid=test" to your URL. For example: https://www.yourwebsite.com/?gclid=test

Simulate a Bing Paid click. Testing Microsoft Advertising requires a few more steps. Using the Mozilla Firefox web browser:

Download the RefControl plugin --> RefControl

Go to Tools --> RefControl Options --> Add Site

Type in your site's address:www.yoursite.com

Select Custom and type in http://www.bing.com

Click "OK" then clear your cookies

Append ?msclkid=test&wc_clear=true to your website's URL to simulate a paid click (for example, yourwebsite.com/?msclkid=test&wc_clear=true)

Mimic mobile devices You can test dynamic number insertion for popular mobile devices like iPhones, iPads, Androids, etc using the Google Chrome browser's mobile emulation feature. Use the same techniques listed above for simulating visits when opening the source website usingmobile emulation. The following Chrome documentation details the steps to enable the mobile emulation feature: Google Chrome Mobile Emulation If youre having trouble, were happy to help. Contact us and be sure to include a link to the website where you've installed the dynamic number insertion code.

FAQs

What should I do if I keep getting error messages?

If you keep getting error messages for numbers you expect to swap, try troubleshooting common dynamic number insertion errors. Note:There are sometimes false negatives in this auto-test where your tracking number is actually swapping on your page. If you've checked all the troubleshoot items and still receive an error message, we recommend manually testing your web page to simulate a visit and see if your tracking number is swapping on your page.If your tracking number is swapping, you can ignore any auto-test error messages.

Ive tried troubleshooting, but my number stillisn'tswapping. What should I do? if you continue receiving errors for tracking numbers you expected to swap on your page. Theyll be able to double-check additional settings for your tracking number to see why it might not be swapping.

This feature is available for the Essentials plan and higher. Use our help article to see or change your pricing.

This feature is currently being beta tested. Please bear with us during the construction phase. We have lots of exciting enhancements coming!

CallRails Contact Widget makes it easy to surface tracking numbers on your website. Enable your customers to get in touch with you by always showing a number from your keyword pool, no matter what page of your website they visit.

Getting Started

In order to use the Contact Widget, you must install CallRail's JavaScript snippet(also called DNI or swap code) and have an active keyword pool.

- Learn how to install the JavaScript snippet.

- Create a keyword pool.

Enabling the Contact Widget

Each company in your account has its own unique JavaScript code for dynamic number insertion. If you have multiple companies in your CallRail account, youll have a different code for each.

Click Analytics in the navigation bar on the left.

ClickSettings at the top of the page.

Choose the company whose JavaScript code youd like to install.

Select All Integrations from the Integrationssection in the left menu.

ChooseJavaScript Snippet from the list of available integrations.

Scroll down to the section titled Contact Widget.

Use the drop-down menu to select a Fallback Number. This is a permanent contact number for your business that will only be displayedto visitors that you have chosen to exclude from tracking and visitors whose browser settings prevent them from seeing a keyword pool number. All other visitors will see a tracking number from your keyword pool.

Switch the toggle to the on position to enable the Contact Widget.

Disabling the Contact Widget

Click Analytics in the navigation bar on the left.

ClickSettings at the top of the page.

Choose the company whose JavaScript code youd like to install.

Select All Integrations from the Integrationssection in the left menu.

ChooseJavaScript Snippet from the list of available integrations.

Scroll down to the section titled Contact Widget.

Switch the toggle to the OFF position to disable the Contact Widget.

FAQs

How will I know that I've successfully enabled or disabled the widget? You will receive a confirmation banner when the widget has been successfully enabled or disabled. How can I test if my number is swapping successfully? You can use our auto-test feature to see live swap examples of your tracking numbers swapped on your page or manually test dynamic number insertion.

Can I use the widget if I don't have a keyword pool?At this time, the widget cannot be used with source trackers. To begin using the widget, you must first set up a keyword pool.

Why do I need a fallback number?Most users will see a tracking number from your keyword pool displayed on the widget, but the Fallback Number ensures that your visitors will be able to contact you in cases when a tracking number can't or shouldn't be displayed.Your Fallback Number will be displayed if you're only tracking users who find your website fromspecific sources and for visitors whose browser settings prevent them from seeing a keyword pool number.

Afteryou'veinstalled the dynamic number insertion JavaScript snippet on your web page, use the test dynamic number insertion feature to ensure that your snippet has been installed in the correct location and your tracking numbers are swapping on your site.

You must test each web page individually whereyou'veinstalled the JavaScript snippet to ensure the code is correctly installed on that page. Testing a landing page, for example, will not test your entire site for dynamic code insertion.

Getting Started

First, install CallRails swap code snippet on every landing page and page of your site with a phone number. Each company in your CallRail account has its own, unique script for tracking.

Learn how to install the JavaScript snippet for your company.

This test has two parts. First, it validates that your code snippet is installed in the correct location on your web page. Then, it checks that your tracking numbers are dynamically swapping on your page.

Note:There are sometimes false negatives in this auto-test where your tracking numberisactually swapping on your page. If you've checked all the troubleshoot items and still receive an error message, we recommend manually testing your web page to simulate a visit and see if your tracking number is swapping on your page.

Read how to manually test dynamic number insertion.

Reach out to our Support team

Testing Dynamic Number Insertion

Click Analytics in the navigation bar on the left.

Click Settings at the top of the page.

Choose the company whose DNI code youre testing.

Select All Integrations from the Integrations section in the left menu.

Choose the JavaScript Snippetintegration.

Scroll down to the section titled Test JavaScript Snippet, at the bottom of the page.

Copy and paste the web page URL that youd like to test and click Start Test.

Repeat the test as necessary with each page of your website whereyou'veinstalled the JavaScript snippet.

Code Snippet Status

The first part of the test checks that your companys code snippet has been installed in the correct location before the </body> tag and has no formatting errors. Without the code snippet installed correctly, your tracking numbers cannot swap.

If your code snippet is properly installed, youll see a green check mark in the Code Snippet Status section.

If your code is not found or not properly installed, youll see a yellow alert with instructions on how to fix your code installation and a date stamp of your test.

If the code snippet is not in the correct location, your numberscan'tswap so the second part of the test will not be performed.

Tracking Number Status

If your code snippet is in the correct location, the second part of the test will check that your numbers are swapping correctly.

Its important to note that were testing all the tracking numbers in your company in this part of the test. So, some numbers that show up as not found are not a problem. Only troubleshoot tracking numbers you expected to swap on the page you are testing.

Tracking numbers that are properly swapping on the page youre testing will show a green check mark in the Status column.

Click the eyeball icon in the View column to see a live swap example of the tracking number swap on your page.

This screen will show a screen capture of the tracking number swap that happened with a date and time stamp of when the swap occurred.

There will be a yellow alert message in the Status column for numbers thataren'tswapping on the web page youre testing. Remember, were testing all the tracking numbers in your company. This alertisn'ta problem for tracking numbers thatwon'tbe used on the specific web page youre testing.

If its a tracking number you expected to swap on the page, click the Troubleshoot link to view a help article on troubleshooting common errors that will prevent a number from swapping. We also recommend manually testing your web page. Sometimes, the auto-test will provide a false negative so the manual test is a way to check if your tracking number is actually swapping on the page.

You can also select the Number Name to be sent directly to the edit page for that number so you can make any configuration changes needed.

FAQs

What should I do if I keep getting error messages?

If you keep getting error messages for numbers you expect to swap, try troubleshooting common dynamic number insertion errors. Note:There are sometimes false negatives in this auto-test where your tracking numberisactually swapping on your page. If you've checked all the troubleshoot items and still receive an error message, we recommend manually testing your web page to simulate a visit and see if your tracking number is swapping on your page. If your tracking number is swapping, you can ignore any auto-test error messages.

Ive tried troubleshooting, but my number stillisn'tswapping. What should I do? if you continue receiving errors for tracking numbers you expected to swap on your page. Theyll be able to double check additional settings for your tracking number to see why it might not be swapping.

This feature is available for the Essentials plan and higher.Use our help article to see or change your pricing.

When a visitor accesses a website where the JavaScript snippet has been installed, we place a cookie on their browser on their first visit and display a tracking number corresponding to that source every time we see that visitor in the future.

For example, if a visitor comes in via Google PPC one day, and then later comes via direct type-in, well continue to show the Google PPC number.

However, some marketers wish to have specific sources override a visitor's first visit for campaign attribution purposes.We call this a "source override" because it outranks the other referring sources.

For example, ifyou'veconfigured a source override, and a visitor comes from Google Organic one day and then Google PPC the next, well show the Google PPC tracking number on the second visit instead of the Google Organic number.

Getting Started

The settings for your JavaScript snippet are company-specific within your account. Follow the instructions below for each company where youd like to create a source override.

If youre using CallRails WordPress plugin, youll use these instructions as well. Your plugin will update with your settings automatically without you having to make any changes to your website.

Create a PPC Source Override

Use these instructions to configure a PPC source override if youd like to have your PPC source (Google Ads, Yahoo & Microsoft AdCenter) override an existing referral source.

Click Analytics in the navigation bar on the left.

Click Settings at the top of the page.

Choose the company where you'd like to configure the PPC override.

Select All Integrations from theIntegrations section in the left menu.

ChooseJavaScript Snippetfrom the list of available integrations.

Beneath your company's code snippet, click the link forAdvanced Settings.

Check the box for "when avisitor arrives via PPC."

Click Save to update your settings.

Create a Landing Page Source Override

Some marketers may wish to have certain sources override an existing referral source, especially with remarketing campaigns. We allow this by placing a user-defined parameter within the URL when you wish to override any previous sources.

Click Analytics in the navigation bar on the left.

ClickSettingsat the top of the page.

Choose the company where you'd like to configure the landing page parameter override.

SelectAll Integrationsfrom theIntegrationssection in the left menu.

ChooseJavaScript Snippetfrom the list of available integrations.

Beneath your company's code snippet, click the link forAdvanced Settings.

Check the box for the landing page source override.

ClickSaveto update your settings.

This feature is available for the Essentials plan and higher.Use our help article to see or change your pricing.

The CallRail cookie used in the JavaScript snippet is automatically configured tolast up to 1 year (or until the visitor clears their cookies).

For keyword-level tracking, a number will also be assigned to a user for up to one year; however, if the number is not available when the user visits the website (if say, the number has been replaced upon your request), then a visitor will be assigned a new tracking number in the keyword pool.

If you prefer to seta lower amount of time forthe cookie duration, you're able to update this to 30 days, 60 days, or 90 days.

Getting Started

Each company in your account has its own settings for the JavaScript snippet. Follow the instructions below for each company whose cookie duration you'd like to update.

If youre using CallRails WordPress plugin, youll use these instructions as well. Your plugin will update automatically without you having to make any changes to your website.

Update Cookie Duration

Well remember your website visitors for the period of time you select. Each time a visitor returns to your site, well extend this duration. Visitors who clear their cookies, return after the cookie expires, or use a different web browser will be treated as new visitors.

Click Analytics in the navigation bar on the left.

ClickSettingsat the top of the page.

Choose the company where you'd like to change the cookie duration.

SelectAll Integrationsfrom theIntegrationssection in the left menu.

ChooseJavaScript Snippetfrom the list of available integrations.

Beneath your company's code snippet, click the link forAdvanced Settings.

Choose your preferred cookie duration from the drop-down.

ClickSaveto update your settings.

This feature is available for the Premium plan and higher. Use our help article to see or change your pricing.

Local Swap allows you to add additional area codes to your keyword pool that swap to match a website visitors geographic location. For example, a visitor in Chicago would see a tracking number with a Chicago area code, while a visitor in Tampa sees a tracking number with a Tampa area code. Local Swap is a great option for businesses that service multiple locations and want their customers to feel confident choosing a business available in their area.

Getting Started

This feature is currently only available for US and Canada tracking numbers.

Local Swap is a feature used for keyword-level tracking pools and requires the JavaScript snippet in order to swap numbers.

Learn how to create a keyword tracking pool in this help article.

Each time you add Local Swap numbers, it increases the size of your keyword pool which will affect the total numbers on your invoice. You can add as few as two Local Swap numbers per area code to your pool.

Once Local Swap numbers are added to a pool, Local Swap will be locked and cannot be deactivated for the keyword pool. You can always add additional area codes or increase the size of a Local Swap pool.

If there are toll-free numbers in your keyword pool, any visitors who don't have an exact geographic match will see one of your toll-free numbers. We recommend using a toll-free number for Local Swap to ensure that a visitor never sees a number that is completely non-local to them (for example, a visitor in New York seeing a number from an Arizona area code).

Activate Local Swap

You can activate Local Swap for an existing keyword pool or after creating a new keyword pool using the edit number page. One keyword tracking pool is allowed per company. If youd like to add more than one keyword tracking pool per company, please contact our support team, as this is something well take care of on our end.

Click Analytics in the navigation bar on the left.

ClickTrackingat the top of the page.

Choose the company whose keyword tracking pool you'd like to add Local Swap numbers.

Select the Pencil iconto keyword pool you'd like to update.

On the page that follows, click thePencil iconat the upper-right of theAdvanced Optionsmenu.

Locate theLocal Swap toggle and turn itON.

After turning Local Swap ON, youll automatically see the total number of your original keyword pool appear below (in this example, a pool of eight 888 toll-free numbers). You can always increase the size of your original keyword pool if needed. Read this help article to learn how to find this information in Google Analytics

At this point, Local Swap can still be deactivated. Itwon'tbe fully activated until you add area codes and save your changes at the bottom of the section.

Add Local Swap Numbers

Search for Local Swap numbers by area code and add them to your keyword pool. Your initial pool numbers will be automatically added to your new Local Swap number pool.

Click + Add Local Swap Numbers by Area Code.

Enter an area code youd like to add to your pool and select how many numbers youd like for that area code pool (minimum of two numbers).

Click + Add Local Swap Numbers by Area Code again to add another area code. Repeat this process as many times as needed to create the Local Swap pool youd like.

Whenyou'vecreated the Local Swap pool youd like, click Save at the bottom of the section.

At this point, your Local Swap activation for this pool will be locked and your area code pools will be added to your keyword pool.

If any of the area codes you selected are not available, you will see an error alert and Local Swap will not be locked. If youd like to deactivate Local Swap at this point, you can toggle OFF and Save. Otherwise, try another area code and click Save at the bottom of the page.

Edit Local Swap Numbers

After activating Local Swap, you can always edit your keyword pool to add additional area codes or increase the size of your existing pools.

To decrease the quantity of numbers in your pool, please reach out to our support team, as this is something we take care of on our end.

For more information on changing pool size, read this help article.

Deactivate Local Swap

To deactivate Local Swap, youll need to disable the keyword pool.

Click Analytics in the navigation bar on the left.

Click on the Trackingicon at the top of the page.

Choose the company whose keyword tracking pool you'd like to add Local Swap numbers.

Select the Edit icon for the keyword pool you'd like to update.

On the upper right corner of the page, select the button that reads "Disable [name of keyword pool]".

Select Permanently disable this keyword poolto allow CallRail to permanently delete the selected keyword pool. All the tracking numbers will be immediately disabled.

FAQs

How does Local Swap determine a visitor's geographic location?

Local Swap uses a visitors IP address to match their area code. If an IP address is not available for a visitor, Local Swap will use a number from your initial keyword pool or a toll-free number (recommended).

Will visitors see a different area code if they change locations?

After visitors are assigned an area code on their first visit, theyll continue to see the same area code for consistency even if they change locations.

How should I use toll-free numbers in Local Swap pools?

If youre using Local Swap to appear national, or available in large regions, we recommend using a toll-free number keyword pool for Local Swap. This will ensure that a visitor never sees a number that is completely non-local to them (for example, a visitor in New York seeing a number with an Arizona area code). If youre using Local Swap for smaller, nearby regions (like neighboring cities), you can either use a local keyword pool or a toll-free keyword pool, depending on your preference.

What if I don't use toll-free numbers?

If you choose not to add toll-free numbers to your pool, Local Swap will match the next closest area code to your visitor's IP address. If they've already been shown a Local Swap number, they will continue to see their first assigned number.

What about areas that have multiple area codes?

When you're in a layered area code location like Atlanta, and there are multiple codes in your Local Swap pool (ex. 404 and 678), Local Swap follows normal swap precedence rules by swapping in the least-recently-used number of those area codes. Read more about swap precedence in this help article.

Should I have multiple area codes in the same state?

If you're covering an entire state, you can have multiple area codes in your Local Swap pool for the same state to better target specific regions. Ideally, you'll also have a toll-free number in your Local Swap pool so if a caller doesn't have an exact area code match, they'll see a toll-free number instead. If a caller's area code doesn't match one of your area codes and you do NOT have toll-free numbers in your Local Swap pool, they'll be assigned the next closest area code to their IP address. Sometimes this can show callers an area code not local to them, which is why we recommend toll-free numbers.

How many Local Swap numbers should I add for each area code?

The number of Local Swap numbers youll want to add for each area code is completely customizable and depends on your specific business needs by location. You can add as few as two numbers per area code.

For keyword pools in general, you need one phone number per concurrent visitor (with a minimum of 4 numbers), or enough numbers to cover concurrent visitors during peak hourly traffic on your website. You can estimate how many simultaneous visitors you have by looking in Google Analytics. For Local Swap, youd ideally want to cover all concurrent visitors in each additional area code location (with a minimum of 2 numbers).

.

You can download any single call's recording through the caller timeline for each recording you'd like to save. The call you download will save to your device as an mp3 file.

Download a Call Recording

Use these instructions for each call recording you'd like to download.

Click Analytics in the navigation bar on the left.

Navigate to your call log by clickingActivity at the top of the page.

Find the call you'd like to downloadand click toaccess that caller's timeline.

Select Download MP3 from beneath the recording. Your browser will automatically begin downloading the recording, which you can save to your preferred place on your device.

You can delete any single call's recording by accessing the waveform for the recording you'd like to remove. Deleting a call's recording permanently removes the recording and it's transcription (if available). Once you've deleted your recording, we won't be able to recover it. Only administrators can delete call recordings.

Deleting a call's recording only removes the audio for that call. We'll still keep the record of the call happening in your Call Log and for your reports.

To help ensure that you retain access to all recordings before you delete them, we recommend downloading an mp3 of your call's recording before deleting it. Use this article to see how to download a call's recording.

Deleting a Call's Recording

Use these instructions for each recording you'd like to delete.

Click Analytics in the navigation bar on the left.

Navigate to your Call Log by clickingActivity at the top of the page.

Find the call whose recording you'd like to delete, and click theTimeline icon on the right-hand side of the Call Log. downloaded this recording

Find the recording you'd like to delete (if the caller has multiple recordings on their timeline) and click theDelete Recording (trash can)icon above the call recording. Tip:Be sure you've first if you think you'll need access to this recording at a later date. Once the recording is deleted, we won't be able to recover it.

ClickOK on the browser pop-up that asks you to confirm that you'd like to delete this call's recording and transcription.

The "Number Name" is how your tracking number will appear in your reports. If you'd like to change the name of your number, you can do so on the tracking number's configuration page.

When changing the name of a tracking number, we recommend picking a brief and memorable name. The new name you've picked for your tracking number will appear for all previous calls you've received to your tracking number as well.

Updating a Number's Name

Click Analytics in the navigation bar on the left.

ClickTracking at the top of the page.

Choose the company whose tracking number you'd like to update.

SelectEdit(pencil icon) for the number youd like to rename.

Find theNumber Optionssection at the top of the page and clickEdit(pencil icon).

Within the first option, Number Name, enter the new name of the tracking number.

SelectSave at the bottom of the section to update your changes.

The destination number is where the phone will ring when customers dial your tracking number. This is typically your primary business phone number. You can update a tracking number's destination at any time without interfering with call routing.

Getting Started

If you'd like to remove a call flow from a tracking number, here's how to switch to basic call routing.

Once you save your changes, your calls will immediately begin routing to the new forwarding number you enter.

Update Destination Number

Use this set of instructions to update the destination of a number that's not assigned to a call flow.

Click Analytics in the navigation bar on the left.

Click Trackingat the top of the page.

Choose the companywhose tracking number you'd like to update.

Click the pencil iconfor the tracking number youd like to update to go to its main configuration page.

On the next screen, click the pencil icon in the upper-right oftheNumber Optionsmenu.

Under Forward Calls To, select Number andenter the number where you would like your calls forwarded.Yourdestination number must be aUS/Canada number or in the same country as your tracking number.

Scroll to the bottom of the section and select Save to update your number.

Update Destination in a Call Flow

Use this set of instructions to update the destination of a number that is assigned to a call flow.

Click Analytics in the navigation bar on the left.

Click Trackingat the top of the page.

Choose the companywhose tracking number you'd like to update.

Click thepencil icon at the right of the row for thecall flow whose destination number you'd like to update.

Within the Dial, Simulcall, or Round Robin step of your Call Flow Builder, enter in the new number where calls should forward.The phone number entered in the dial step must match the country selected at the top of the call flow.

When you're finished editing your Call Flow Builder to your personal preferences, click Save at the top of the page.

By default, when you receive an incoming call on a tracking number, CallRail displays the caller's number on your caller ID. Companies with multiple tracking numbers may prefer to see a specific tracking number on their caller ID so that they know when a call is coming in through a tracking number.

Getting Started

If you'd like to change your incoming caller ID settings, you'll do so for each tracking number you'd like to update.Since tracking numbers are company-dependent, you'll be able to choose any tracking number from the same company to use as your incoming caller ID.

Choosing an Incoming Caller ID

Follow these instructions for each tracking number whose caller ID settings you'd like to change.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company whose tracking number you'd like to update.

Click the Edit (pencil icon) forthe number whose incoming caller ID you'd like to change.

On the configuration page, click thePencil iconin the upper-right of theAdvanced Optionsmenu.

Under Caller ID Options, use the drop-down menu to update your settings. - Select Caller's numberto see your caller's telephone number as the caller ID.- Select Tracking numberto see this tracking number display as the caller ID when you receive a call.- SelectCallRail's universalnumber, whichis 810-888-9999. This number is easily recognizable when it appears on your Caller ID.- Select Specific numberto choose another tracking number from this company to use as the caller ID for all incoming calls. You'll pick this tracking number from the drop-down menu.

Click Saveat the bottom of the section when finished.

Edit Caller ID for Multiple Tracking Numbers

The Bulk Edit options in CallRail allow account administrators to edit Caller ID settings for multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

Click the Account iconin the top left, then clickManage Accountin the My Account panel.

Select yourActive Numbersfrom theNumberslist inthe left menu.

Select the numbers you'd like to bulk edit.

Click the BulkActions button at the top right of the page.

SelectCallerID, then clickNext.

Choose a Caller ID preference for all of your selected numbers, and clickSave Changes when finished. - Select Show the caller's number on my caller IDto see your caller's telephone number as the caller ID.- Select Show the tracking number on my caller ID to see this tracking number display as the caller ID when you receive a call.- Select Show a specific tracking number on my caller ID to choose another tracking number from this company to use as the caller ID for all incoming calls. This option is only available if all of your selected numbers belong to the same company.

You can assign a campaign to any of your source tracking numbers in CallRail. The campaign name is associated with all calls to that tracking number and can be used as a filtering option for that number in the CallRail call log.

Getting Started

This method for assigning a campaign to a number only works for source tracking numbers.

Once a campaign is set for a source tracking number, it will appear in its own column in the call log and your reports. Call notification emails for your source tracking number will also include the campaign information.

More information about campaign-level tracking numbers

Assign a Campaign to a Source Tracking Number

Click Analytics in the navigation bar on the left.

SelectTracking at the top of the page.

Choose the company where you'd like to add a campaign to a source tracking number.

Click thePencil iconat the right end of a number's row to edit its main configuration.

On the configuration page, click thePencil iconin the upper-right of theNumber Optionsmenu.

Enter theCampaign Name for your source tracking number.

Click Saveat the bottom of the section to save your source tracking number campaign.

Find Your Campaign in the Call Log

Once you have assigned a campaign to your source tracking number, use these instructions to find the campaign in your call log.

Click Analytics in the navigation bar on the left.

SelectActivity at the top of the page.

ClickEdit Columns to the bottom-right of your Activity Log's graph.

Choose the checkbox for Campaign in the Session Details group. This will show the Campaign column on your Call Log.

Select Add Filter in thefilter panel at the top of the Call Log.

In the menu that appears, chooseCampaign in theSession Details group.

Click theCampaign filter drop-down menu and enter the name of your source-tracking campaign to make it appear by calls it is associated with.

FAQs

Can Ichange the name of a campaign?

Yes, but the new campaignname will only appear for new calls. Old calls will appear under the old campaign name.

If you'd like to remove a call flow from a tracking number, you can edit your call routing preferences. Once your tracking number is updated, calls will forward to a single destination number instead of a custom call flow.

Once your changes have been saved, your calls will immediately begin routing to the destination number you enter, and will no longer route through your call flow.

Switch to Basic Call Forwarding

Click Analytics in the navigation bar on the left.

ClickTrackingat the top of the page.

Choose the company whose tracking number you'd like to update.

Click thepencil iconfor the tracking number youd like to update to go to its main configuration page.

On the next screen, click thepencil iconin the upper-right oftheNumber Optionsmenu.

UnderForward Calls To, select the tab forNumber.

Enter the single destination number where calls should forward.

Choose Saveat the bottom of the section when finished.

Edit Call Routing Settings for Multiple Numbers

The Bulk Edit options in CallRail allow account administrators to edit call routing settings for multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

Click the Account iconin the top left, then clickManage Accountin the My Account panel.

Select yourActive Numbersfrom theNumberslist inthe left menu.

Select the numbers you'd like to bulk edit.

Select the BulkActionsbutton at the top right of the page.

SelectCall Routing, then clickNext.

Choose a Call Routing preference for all of your selected numbers. - SelectForward these calls toa new numberto forward all calls to your tracking number to a specific phone number. - SelectForward these calls toa call flow from this companyto forward all calls to your tracking number to a call flow.This option is only available if all of your selected numbers belong to the same company.

ClickSave Changes

You can upload and record custom greetings for any of your tracking numbers by navigating to the number configuration page. Your greeting will be the first thing a caller hears when they dial a tracking number. A greeting can be designated for one number or for multiple numbers using the Call Flow Builder.

Getting Started

Greetings can be uploaded directly from your computer or recorded right inside of CallRail. Multiple greetings can be saved inside of your CallRail account and you can change the greeting on any tracking number at any time. Greetings uploaded to CallRail must be mp3s in order to upload properly.

Upload a Greeting to Your Tracking Number

These instructions will show you how to add a custom greeting to a single tracking number.

Click Analytics in the navigation bar on the left.

SelectTrackingat the top of the page.

Choose the company where you'd like to add a custom greeting.

ClickthePencil iconfor the number where you'd like toadd a greeting to edit its configuration.

On the following screen, click the Penciliconat the upper-right of theNumber Options menu.

Check the Play a greeting to the caller box under Call Greetingand then selectPlayRecording. see or change your pricing

Select Choose Recording, and if none are currently uploaded, clickUpload Recording from the options listed at the top of the menu.

Select Choose File, then navigate to the .mp3 file you'd like to use as your custom greeting. ClickUpload Recording after you have made your selection.

Select Saveafter returning to your Number Options screen.

Upload a Greeting to Your Call Flow

The Call Flow Builder is available for the Essentials plan and higher. Use our help article to .

These instructions will show you how to add a custom greeting to the Call Flow Builder. This is the fastest way to add one greeting to multiple numbers.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company where youd like to create a greeting.

Select yourCall Flows underCalls & Texts in the menu to the left.

Create a new call flow by clicking Create New Call Flow. You can also click the Pencil icon to edit an existing call flow.

Name your call flow at the top of the page.

Select a call recording option. Slide the toggle to ON to record all calls to this call flow. Otherwise, keep the toggle OFF.

Select theGreeting step from the menu of options.

Select Play Recording from the options at the top of the step.

Select Choose Recording, and if none are currently uploaded, clickUpload Recording from the options listed at the top of the menu.

Select Choose File, then navigate to the .mp3 file you'd like to use as your custom greeting. ClickUpload Recording after you have made your selection.

Select Save in the top right after being returned to the main call flow screen, and then confirm by clickingYes, save and activate my changes.

Record Your Own Greeting

These instructions will show you how to record a custom greeting that can be used for one or multiple numbers.Whether using the number configuration page to record a greeting for a single number or the Call Flow Builder to record a greeting for several numbers, follow the steps listed above to find the Choose Recordingscreen.

Followsteps 1 through 8 of the Upload a Greeting to Your Call Flow section listed above to create or edit a Call Flow containing a Greeting step where you can record a greeting.

Select Choose Recording, then clickCreate Recordingfrom the options listed at the top of the menu.

When you're ready to record, click the red record button and speak clearly into your computer's microphone. Click the blue stop buttonwhen you are finished recording.

Click Create Recording when finished.

A greeting is an audio message that plays to the caller before their call is connected. Greetings are often used in conjunction with call recording to announce to callers that their call will be recorded. You can upload an mp3 file that you own to use as a greeting, or you can use CallRails voice synthesizer to read a greeting to a caller.

Getting Started

There are two different types of greetings you can use:

MP3 Upload: You can upload any mp3 file (that you have permission to use, of course) and well play it to the caller.

Voice Synthesizer: Enter arbitrary text in the greeting field and CallRails voice synthesizer will read it to the caller.

If you prefer to create a greeting in the Call Flow Builder, use this help article instead: Greeting Step

Add a Greeting to a Tracking Number

If you're not using the Call Flow Builder, but still would like to add a greeting to your calls, you can do so from that tracking number's configuration page. Follow this set of instructions for each tracking number where you'd like to add a greeting.

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company where you'd like to add a greeting.

Find the tracking number you'd like to add a greeting to and click the pencil icon on the right to Edit that tracking number.

Under 2. Call Flow, click the checkbox to Play a greeting to the caller.Select Read Messageto type in the text you'd like CallRail's voice synthesizer to read to callers. The default language can be changed in the drop-down menu above your greeting. Or, you can clickPlay Recordingto upload a file from your computer.

Click Saveat the bottom of the page to update your tracking number.

Add a Greeting to Multiple Tracking Numbers

The Bulk Edit options in CallRail allow account administrators to add a greeting to multiple tracking numbers at the same time. We'll send you a confirmation email once all of your numbers have been updated.

Click the Account iconin the top left, then clickManage Accountin the My Account panel.

SelectActive Numbersfrom theNumberslist inthe menu on the left.

Select the numbers you'd like to bulk edit.

Select the BulkActions button at the top right of the page.

SelectGreeting, then click Next.

Choose a Greeting preference for all of your selected numbers. SelectActivate greetingto add a greeting to your selected numbers. Or, clickDisable greetingto turn off greetings for your selected numbers.

ClickSave Changes

Create a Greeting Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a Greeting step in the company of your choice.

Click Analytics in the navigation bar on the left.

Click Trackingat the top of the page.

Choose the company where youd like to use a Greeting step.

SelectCall FlowswithinCalls & Texts in the menu on the left.

Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.

Name your call flow at the top of the page.

Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if youdon'twant calls to this flow recorded.

Select Greeting from the list of available steps.

Click Read Message and type in the message you'd like CallRail to read to the caller in a female voice. The voicemail language will default to the country selected at the top of the call flow. This can be changed in the drop-down above your message. Alternatively, click Play Recording to upload a recording from your computer you'd like to use.

Once you've created your greeting, select additional steps where calls should forward according to your business preferences.

Continue configuring your call flow to your personal preference. Then, click Save at the top of the page to save your call flow.

Assigning Your Call Flow

Onceyou'vecreated your call flow, youll assign it to your tracking numbers. Since your call flows can be shared, youre able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.Call Flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

Click Analytics in the navigation bar on the left.

ClickTrackingat the top of the page.

Choose the company whose call flow youd like to assign to a tracking number.

Under theDestinationcolumn,use the drop-down menu to select a call flow to assign to a tracking number.

ClickSave and update call flowon the prompt.

With keyword-level tracking, you can track a visitor's session on your website. If you need to change the type of visitors your keyword pool is tracking after you've activated your pool, you can do so on the number configuration page. This allows you to update or change the visitors you'd like to track on your website for an existing keyword tracking pool.

Getting Started

There are two different categories of tracking for keyword tracking pools:- Standard tracking:Choose specific and pre-populated sources you'd like to track. This includes all website visitors, Google Ads visitors, and all visitors except direct and organic visitors.-Customized Tracking:Configure specific referring sources to include or exclude from your keyword pool. Set your own standards, including landing pages and referring pages.

Once you've saved your settings, your keyword pool will immediately begin tracking the new sources you've selected. There's no downtime on the pool once you've updated it, and you won't have to make any changes to the dynamic number insertion JavaScript snippet installed on your website.

Track Standard Sources

Click Analytics in the navigation bar on the left.

ClickTracking at the top of the page.

Choose the company whose keyword tracking pool you'd like to update.

Click thePencil iconat the right end of the keyword pool's row to access its configuration.

On the configuration page, click thePencil iconin the upper-right of the Number InsertionOptionsmenu

Under Tracking Sources, select Standard Tracking for a list of sources you can choose from. - Choose All to track every visitor to your website, regardless of their referring source.- Choose Google Ads to only track visitors to your website from your active AdWords campaigns.- Choose PPC Search to track visitors from your Google, Bing, and Yahoo ads.- Choose Landing Page to track visitors who visit a specific page on your website. You can enter a domain to track, like www.example.com/greatpage, to track a specific page on your website. You can also enter aspecific parameter to track, like utm_campaign=ppc1, to get keyword data for specific campaigns.- Choose Referring Page to track visitors from a specific website, like yelp.com.- Choose All Except Direct to track all website visitors except for those who enter your website URL and navigate to your site directly.- Choose All Except Direct & Organic to track all website visitors except for those who find your website through organic search engine results or by typing in your website's URL and navigating to your site directly.

Click Saveat the bottom of the section to update your tracking sources.

Track Specific Visitors

You're also able to configure customized tracking sources for your keyword pool. This allows you to set specific sources you'd like to track or set specific sources you don't want to track.

In the company for the keyword pool you'd like to edit, clickTracking, then thepencil icon to open the pool's main configuration page. Then open theNumber Insertion Options menu. (Steps 1 through 4 of theTrack Standard Sourcessection above.)

Under Tracking Sources, select AdvancedTracking. Choose Show a tracking number to only the following visitors to configure your keyword pool to swap for specific visitors you choose.

Click the Included Source button.

Open theSource column to selectthe source, page, or search engine you'd like to include.

Open the Value column to select the value you'd like to include.

Click the link to + Add Included Source and repeat the last two steps to add sources you'd also like to track.

Click Saveat the bottom of the section to update your tracking sources.

Prevent Your Pool from Swapping

Use these instructions to prevent your keyword pool from swapping for specific sources you don't want to track.

In the company for the keyword pool you'd like to edit, clickTracking, then thepencil icon to open the pool's main configuration page. Then open theNumber Insertion Options menu. (Steps 1 through 4 of theTrack Standard Sourcessection above.)

Under Tracking Sources, selectAdvanced Tracking.

ChooseShow a tracking number to all visitors except the following to prevent your pool from swapping for specific website visitors you choose.

ClickExcluded Source.

In theSource column, select the source, page, or search engine you'd like to exclude.

In the Value column, select the value you'd like to exclude.

Click the link to + Add Excluded Source and repeat the last two steps to add sources you don't want to track.

Click Saveat the bottom of the section to update your tracking sources.

This feature is available for the Essentials plan and higher.Use our help article to see or change your pricing.

You can disable text messages for a local tracking number by navigating to that number's configuration page. Once text messages have been disabled, mobile users will no longer be able to send them to your tracking number.

Getting Started

Each local tracking number you create isautomatically set up to receive text messages. If you've previously turned off text messaging for a local number and would like to re-enable text messaging, use the first set of instructions in this help article.

Text messaging is not available for toll-free tracking numbers.

Disabling text messages will prevent any further text conversations from appearing on the selected tracking number in your account. When text messages are disabled, old text conversations and messages are not deleted and will still be accessible inLeadCenter. Text messages can be turned on or off at any time.

Send and Receive Text Messages

ActivateText Messages

Click Analytics in the navigation bar on the left.

Click Tracking at the top of the page.

Choose the company whose text messages you'd like to activate

Click thepencil icon for thelocal tracking number where you'd like to re-activatetext messages.

Scroll down to the Advanced Options and select the pencil icon in theupper-right corner to open the menu.

Check the box for the optionReceive text messages (SMS) on my tracking number.

Select Save Number at the bottom of the section.

Disable Text Messages

In the company containing the number whose text messages you'd like to disable, clickTracking, then thepencil icon for the number, and then openAdvanced Options on the main configuration page. (Steps 1 through 4 oftheActivate Text Messages section above.)

Uncheckthe box for the optionReceive text messages (SMS) on my tracking number.

Select Saveat the bottom of the section.

Your Number AssignmentTable shows how your pooled phone numbers are assigned to visitors at any given point in time so you can determine whether or not your phone numbers are being recycled too rapidly.

You can also use your Number AssignmentTable to see the numbers that make up your keyword tracking pool.

Getting Started

The Number AssignmentTable does not show incoming calls. Incoming calls appear in yourActivity Call Log. When a call is received, that incoming call will be correlated to the specific visitor/keyword/source listed on the Number AssignmentTable at that moment.

CallRail has a minimum requirement of 4 numbers within a keyword tracking pool toreduce the likelihood of a visitor-to-call misattribution. For example, acaller's session and visitor timeline may not display accurate information ifthere weretwo or more visitors viewing the same tracking number at the same time. For this reason, we provide the Number Assignment Table to make sure you have the right amount of keyword tracking numbers for your website's traffic.

View Your Keyword Pool Numbers

Click Analytics in the navigation bar on the left.

Click Trackingat the top of the page.

Choose the companywhose keyword tracking pool you'd like to view.

Click the link in theTracking Numberscolumn that correlates with your keyword tracking pool.

Here, you will see a list of numbers within your keyword tracking pool. This page also provides the Number AssignmentTable.This shows how often your pooled phone numbers are assigned to visitors so you can determine whether or not your phone numbers are being recycled too rapidly.