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 New Call Tracking Number
To get a new call tracking number, follow the steps outlined below:
Start by navigating to the gear icon in the top right corner of your Housecall Pro account to access your account settings.
From there, select 'Phone numbers' under the Voice section of the Settings menu on the left.
Next, click on the 'Get New Number' button at the top of the Phone numbers settings page.
From there, please choose a lead source from the drop-down, or create a new one.
📖 Help Center Article:
For more information on lead sources, check out our Help Article,
"Lead Source Overview" in the HCP Help Center.
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.
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 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.
From there, you will be prompted with a dialog box which provides instructions for adding your tracking number to your advertising source.
You will now be all set up to use your call tracking number. You can test it by calling that number to verify it goes to the destination number.
Delete Call Tracking Number
To delete your call tracking number, follow the steps outlined below:
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 number you would like to delete and select 'Delete call tracking number' from the drop-down.
From there a dialog box will appear and prompt you to type 'Delete' to confirm that you actually want to delete this call tracking number.
Lastly, click the 'Delete' button in the bottom right corner of the window.
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
First login to your 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.
Lastly, Click Apply.
Facebook Business
First login to your Facebook Business account.
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
Start by logging into HomeAdvisor Pro.
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
First go to the Business Information tab on the left hand menu.
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
These permissions can be enabled by following these steps:
First navigate to your account settings by clicking on the gear icon in the upper right hand corner.
From there go to Employees & permissions in the left hand side bar.
Next click on the name of the employee you'd like to update the permissions for.
Then click Permissions in the left hand side bar.
Lastly check the boxes for the permissions you'd like your employee to have.
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 you to set who can view call logs, global and customer logs, on web and mobile.
Listen to Call Recordings on Web and Mobile
The permission, "Listen to Call Recordings on Web and Mobile" allows you to set which employees will be able to listen to call recordings on web and mobile.
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.
Navigate to your Voice settings.
Setup call masking for your technicians.
Learn how to Track your Call Usage.