Please note that the following features are in beta testing and are not yet available to all pros. Features in beta testing are subject to change based on feedback we receive.


Overview

Our call tracking solution allows you to track where your customers found your business automatically through designated tracking numbers. You tie your call tracking number to a lead source so when the customer calls into that number, you know exactly where they found your business. This provides visibility into your best-performing marketing channels so you can invest smartly.


Accessing Call Tracking Settings

  1. Click into your "Account settings"

  2. Select "Communications"


First Time Setup

When you are first setting up your Call Tracking experience, you will go through our onboarding flow. It starts with a marketing page that communicates the value of our integrated phone system:

Next, you will start the process of purchasing a call tracking number:

  1. First, you will see some information about what call tracking numbers are and how they can help your business:

  2. Once you click "Get Call Tracking Number", you will see a dialog to have you add this number to a lead source and to forward calls from the tracking number to a destination number. The destination number is where you want the call to ring when someone calls your tracking number.

  3. Next you will see a list of numbers that match your area code. You may choose one of these numbers as your call tracking number:

  4. Once you click "Save", you will get a success dialog with information on how to complete your setup by adding the number you just acquired to your advertising source:


Phone Numbers

Phone numbers allows you to setup call tracking numbers and see all of your existing numbers. These tracking numbers are tied to your lead sources so that when a customer calls in, you know which lead source they came from.

Get New Call Tracking Number

  1. Select Get New Number

  2. Next, please choose a lead source from the dropdown or create a new one. For more information on lead sources: Lead Source Overview.

  3. Lastly, you will choose your destination number. This is the number you want to ring when someone calls your tracking number. We are essentially forwarding calls from the tracking number to this destination number.

  4. Using the area code from your destination number, we will search the phone number database and show you available tracking numbers.

    Note: If there are no tracking numbers with that area code available, then we will prompt you to enter a 3-digit area code.

  5. Once you have selected a number, click Save. From there, you will be prompted with a dialog which provides instructions for adding your tracking number to your advertising source.

You should be all setup now to use your call tracking number. You can test it by calling that number to verify it goes to the destination number.

Edit Destination Number or Lead Source

  1. To edit your call tracking number, please select the three dots in the table row and then select "Edit destination or lead source"

  2. From there, you will be prompted with the dialog to make changes to the lead source or destination number.

  3. You can make your changes and click Save.

Delete Call Tracking Number

  1. To delete your call tracking number, please select the three dots in the table row and then select "Delete call tracking number"

  2. The dialog will appear and prompt you to type "Delete" to confirm that you actually want to delete this call tracking number. This means you will no longer be able to receive calls to that number.

    Note: The lead source will still exist but no longer be tied to the call tracking number.


Voicemail Greeting

In the Voicemail Greeting section, you can setup your voicemail greeting so that your customers can hear a message before leaving a voicemail. In order to use voicemail greeting, please upgrade to our VoIP solution so that we can use your main business number to setup your voicemail greeting. Learn more about how to upgrade to VoIP here.


Recording Calls

Setup call recording so that all calls, inbound and outbound, get recorded.

Toggle Call Recording

  1. Choose "Recording calls" from the left-hand nav

  2. Toggle on "Inbound call recording" and/or "Outbound call recording"

This toggle ensures that all of your inbound and/or outbound calls get recorded. Both inbound and outbound calls recording will be defaulted to off. If call recording is turned on then your customers will be informed that the call is being recorded before the call is connected. The caller will hear: "This call may be recorded for quality assurance purposes".

Note: If the customer wishes to not be recorded you will be able to turn on/off call recording while you are live on the call.

Lastly, these recordings will be accessible through your call log which can be found in Inbox. Please note, there may be a short delay from when the call or voicemail is recorded and when it is accessible on the call log. The delay will vary depending on the length of the recording. You will need to refresh the call log browser tab for the recording to show.


Masking Calls

Call masking keeps your employees’ numbers private and uses your main business number on all outgoing calls. In order to use call masking, please upgrade to our VoIP solution so that we can use your main business number. Learn more about how to upgrade to VoIP here.


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