Frequently asked questions

The basics

What is call tracking, in simple terms?

Call tracking is a way to learn which ad or page made your phone ring. It gives you special phone numbers that forward to your real line and records where each caller came from. Our how it works guide explains the whole process with every term defined.

Do I need to change my main business number?

No. Tracking numbers forward to your real line. You keep your main number on your Google Business Profile and legal pages, and you use tracking numbers on ads and campaigns. Most setups only swap the number for paid traffic, so organic visitors still see your real number.

How long does setup take?

About fifteen minutes for a basic setup. You create an account, get a number, set forwarding, place the number, make a test call, and check the report. Our setup guide walks through each step.

Dynamic number insertion

What is dynamic number insertion?

Dynamic number insertion, or DNI, changes the phone number shown on your website based on how each visitor arrived. A visitor from a Google ad sees one number, and a visitor from search sees another, so the call ties back to the exact source. Our DNI guide explains it in plain language.

Will dynamic numbers hurt my local SEO?

Not if you set it up correctly. Keep your real number for organic and direct visitors, and only swap the number for paid traffic. Your Google Business Profile and citations keep your real number, so local search is not affected. Most tools do this by default.

Do I need a number pool?

If you use dynamic number insertion, yes, you need a small pool so several visitors can each get a unique number at once. Most small sites do fine with a handful of numbers. Tools that charge less per number, like CallScaler at $0.50, keep a pool affordable.

Tools and cost

Which call tracking tool is best for beginners?

For most beginners, the answer is CallScaler, because you can start for free, set it up in minutes, and keep costs low while you learn. CallRail is a polished, popular option, and WhatConverts is strong for lead-source reporting.

How much does call tracking cost?

It varies by tool. The main costs are a monthly plan and a per-number fee. CallScaler has a $0 starting tier and $0.50 local numbers on paid tiers. Other tools charge more per number, which adds up once you run a dynamic pool. Always check current pricing on the vendor's site.

Is call tracking the same as Google's call feature?

No. Google's built-in call assets count calls from Google ads only. A call tracking tool covers every source, adds recordings, and gives source detail down to the keyword. Our comparison guide explains when each one fits.

Legal and quality

Is call tracking legal?

Yes, when done properly. It uses normal phone numbers and standard forwarding. The area to handle with care is call recording, since consent rules vary by state and country. Review the FCC's guidance on calls and your local laws before you record.

How do I know my setup is working?

Make a test call to your tracking number, confirm it forwards to your real line, then check that the call appears in the report with the right source. If all three happen, your setup works. Do this before you launch any campaign.

Sources: Wikipedia: call tracking