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:

Go to Settings ⚙️

Select Inbox from the left menu

Ensure that the Phone Numbers tab is selected

Click Add number

From here, you can select or add a Lead source

Next, enter the Destination (the call flow you want to use when someone calls this tracking number) and click Next

Enter a 3-digit area code and click Search. The system will search the phone number database and show you available tracking numbers

Select a number, then click Save in the bottom right corner of the window

📌 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 to add the tracking number to your advertising source account. Copy the number, then click Done when you're ready.

🛠️ Pro Tip: You can test your new tracking number by calling it to verify that it goes to the correct Destination (call flow).

Delete a Call Tracking Number

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

Navigate to your Phone Numbers settings

Click the More icon (⋮) to the right of the number and select Delete

Type "delete" in the confirmation window to proceed, then click Delete

⚠️ After deleting a call tracking number, customers will no longer be able to communicate with it, and it will be removed from your lead source.

Switching Your Primary and Call Tracking Numbers

To set any purchased or ported-in number in your account that is currently a call tracking number as your primary number, follow the steps outlined below:

Navigate to your Phone Numbers settings

Click the More icon (⋮) to the right of the number you would like to switch to your primary number.

Select “Make your primary number” from the drop-down

Click Confirm in the confirmation window to set your new primary number

⚠️ Your texting services may be interrupted for up to 24 hours during this change.

Edit Destination Number or Lead Source

To edit your call tracking number, follow these steps:

Start by navigating to your Phone Numbers settings

Click the More icon (⋮)

Select Edit from the drop-down

Update the Lead source or Destination, then click Save

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
Facebook Business
Facebook Page
HomeAdvisor
Angi's
Yelp
Thumbtack

Google Business Profile

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

First, log in to your Facebook Business account.

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

Next, in 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 opening up your Facebook page.

Next, go to About.

Then go to Contact and Basic Info from 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 customers
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 that 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

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

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 have 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.

Set Up Your VoIP Features

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