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Set up Call Tracking for the First Time

Call Tracking first time set up walkthrough

Roland Ligtenberg avatar
Written by Roland Ligtenberg
Updated over a week ago

Call Tracking

Call tracking is an add-on feature that allows you to track your best performing marketing channels.

You are able to purchase a call tracking number and add that number to a unique advertising source. When a customer calls in, you will know exactly where they found you because that call tracking number will be tied to your lead source.

You are still answering calls through your existing phone system because we forward calls from your call tracking number to your destination number.

Below we have included a demo video of call tracking, and how to make an inbound and outbound call.



First Time Setup

Get a New Call Tracking Number

To get a new call tracking number, follow the steps outlined below:

  • First, click the gear icon in the top right corner of your screen to open your account settings.

  • Next, from the menu on the left, click Phone Numbers located under the Voice section.

  • On the Phone Numbers page, click the Get New Number button at the top.

  • From here, you can choose a lead source from the drop-down or create a new one.

  • Next, enter 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.

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

  • Once you have selected a New call tracking number, click Save in the bottom right corner of the window.

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

  • A dialog box will display instructions for adding your tracking number to your advertising source.

  • You can test it by calling the number to verify that it goes to the Destination number.


Delete Call Tracking Number

To delete your call tracking number, follow the steps outlined below:

  • First, click the gear icon in the top right corner of your screen to open your account settings.

  • Next, from the menu on the left, click Phone Numbers located under the Voice section.

  • Click on the three vertical dots icon to the right of the number you would like to delete and select Delete call tracking number from the drop-down.

  • A dialog box will appear and prompt you to type Delete to confirm that you actually want to delete this call tracking number.

  • Select Delete in the bottom right corner of the window to confirm the deletion.

Please Note: The Lead source will still exist but will no longer be tied to the Call tracking number. This means you will no longer be able to receive calls to that number.


Edit Destination Number or Lead Source

To edit your call tracking number, follow these steps:

  • Start by clicking on the gear icon in the top right corner of your Housecall Pro account to access your account settings.

  • Then select Phone numbers under the Voice section in the menu on the left.

  • Next, click on the three vertical dots icon to the right of the phone number you would like to edit, then select Edit destination or Lead source from the drop-down.

  • From there, you will be prompted with a dialog box to make changes to the lead source or destination number. Make your changes and click Save in the bottom right corner of the window.


Add Call Tracking Numbers to Your Advertising Sources

We have provided a set of instructions for adding your call tracking numbers to the most popular lead generation platforms so that you can easily get your tracking numbers set up properly:

Google Business Profile

  • Next, click on Info from the menu on the left.

  • From there, under your company info, you will see a phone icon. Click on the pencil icon to the right of the phone to make edits.

  • Next, add your tracking number as your primary business phone number. You can still have your company phone number as a secondary number.

  • Select Apply.

Facebook Business

  • Next, navigate to Business Tools and go to Business Settings.

  • Next, on the left menu, click on Business Info.

  • From there, under Business Details, click Edit and add your tracking number as your business phone number.

Facebook Page

  • Start by navigating to your Pages and open up your page.

  • Next, go to About.

  • Then go to Contact and Basic Info on the left menu.

  • Next, click Add Phone.

  • Lastly, add your tracking number and click Save.

HomeAdvisor

  • Next, go to Account and then Communication Preferences.

  • From there, go to edit Business Phone and add your tracking number, and click Save.

Note: This is a “gig economy" account, which means it has limited access to core features.

Angi’s (formerly Angie’s List)

  • First go to your Profile and under My Business, click on Contact Information.

  • Next, update your phone number with your tracking phone number and click Save.

Yelp

  • Then click Add or Edit next to Business info.

  • Next, add your tracking phone number and click Save changes.

Thumbtack

  • First, log in to your Thumbtack account.

  • Next, open your profile by selecting the Profile tab at the top of the webpage.

  • Then click the View as customer button to see a preview of your profile.

  • Lastly, click Edit and add your tracking phone number.


Verify Your Identity for Voice

It's important to verify your identity so that we may properly register your phone numbers. This ensures two things:

  • Your calls don't show up as spam to your customer

  • Your calls show your company name to your customer

We do this by registering your phone numbers, on your behalf, for SHAKEN/STIR and CNAM.

Verify Your Identity

When you onboard with Voice, we will show you this dialog box to ask for more information about your business.

This data allows us to register your phone numbers with your business through Twilio.

SHAKEN/STIR

  • SHAKEN/STIR is a protocol by the FCC to address unwanted robocalls and unlawful spoofing. It is a caller authentication framework where we register your phone numbers under your business information. Once your business is registered, it will increase the chances of your calls getting answered because they won't show as spam to your end customers. For more details, please visit Twilio's documentation.

CNAM

  • Caller ID Name or CNAM is a service which provides the name of the calling party. This must be a 15-character name. When you verify your identity through onboarding, we will also register your phone number with the CNAM lookup so that it shows your business name to the customer. For more details, please visit Twilio's documentation.


Employee Permissions for Voice

There are certain permissions necessary for employees to have so that you can configure the Voice solution to best meet your needs.

These permissions are as follows:

  • Allow user to chat with customers

  • Configure voice settings

  • View Call Logs

  • Listen to Call Recordings on Web and Mobile

To configure Voice permissions for Employees:

  • First, click the gear icon in the upper right-hand corner to open your Account Settings.

  • In the left-hand menu, select Teams & Permissions.

  • Next, find the employee whose permissions you'd like to update and click the pencil icon next to their name.

  • In the permissions list, check or uncheck the box next to the permission you would like to enable or disable.

  • Then, click Save to apply your changes.

Allow User to Chat with Customers

  • The permission Allow User to Chat with Customers allows you to configure which employees are able to receive and reply to messages received from customers who use the Housecall Pro consumer app.

Configure Voice Settings

  • The permission, Configure Voice Settings allows you to configure who will has access to Voice Settings so that you can limit who can make changes to your phone numbers, recording or masking settings, and voicemail. As an example, you may have office staff who you do not want to access your settings for communications so you may toggle this off for them.

View Call Logs

  • The permission, View Call Logs allows Employees to view the global and customer call logs, on web and mobile.

Listen to Call Recordings on Web and Mobile

  • The permission, Listen to Call Recordings on Web and Mobile, allows Employees to be able to listen to call recordings on web and mobile.

Please Note: After updating permissions, employees must log out and log back in for the changes to take effect.


Setup your VoIP features

Now that you have gone through the first time setup, you will want to configure your VoIP solution so it best works for your business. We have provided links below to a few of our other articles to help with this process.


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