Call Tracking: CallRail

CallRail

CallRail is a great call tracking software. It’s my favorite because it’s sooo easy to implement and it tracks data properly in Google Analytics. You simply choose how many phone numbers to add to your number pull and drop the script on the site. It automatically tracks calls from all sources and it’s easy to see this data in Google Analytics.

If you are using CallRail, here is how you track phone calls in Google Analytics. I’m assuming you’ve already added the CallRail code to the site.

CallRail Settings

First, you need to make sure you have turned on the Google Analytics integration in CallRail’s settings.

Reference: https://support.callrail.com/hc/en-us/articles/202918409-Google-Analytics-Overview

This makes sure that CallRail will start sending over event data to the Google Analytics account of your choice.

CallRail Goals in Google Analytics

Then you will need to set up CallRail goals in Google Analytics.

Reference: https://support.callrail.com/hc/en-us/articles/201325073-Adding-Call-Goals-to-Google-Analytics-Universal-

Here’s how the event data is sent over from CallRail into Google Analytics.

Category Action Label
Phone Incoming call via 727-551-4948 – Google My Business From 707-XXX-9001 Call-03
Phone Incoming call via 727-400-3308 – Brand Call Extension From 727-XXX-1977 Call-01
Phone Incoming call via 727-400-3308 – Brand Call Extension From 727-XXX-1977 Call-02

When creating the phone call goals in Google Analytics, there are several that you can create which are helpful. Here’s a simple overview of the event categories and event labels you can use to track all phone calls, first time callers and repeat callers.

Goal Name Category (equals to) Action Label (regular expression) Value
All Phone Calls Phone Leave Blank Leave Blank Leave Blank
First Time Callers Phone Leave Blank .*Call-01 Leave Blank
Repeat Callers Phone Leave Blank .*Call-([1-9]\d|0[2-9]) Leave Blank

I’ve already created these three CallRail goals in Google Analytics for you incase you don’t want to create them yourself. You can import them into your own Google Analytics account by clicking on this link: import Google Analytics Goals

⚠ Note: Google only allows for one call per session to count as a goal completion. Because of this, if someone calls three times within one session, Google Analytics will only show one phone call under goals. If you want to see all phone calls, you have to look under “Events” in Google Analytics not “Goals”.

From CallRail support:

“A goal can only be counted once per session. If you want to see total calls you should look in Google Analytics under the Behavior section in Top Events and filter for Phone. There you will see total Phone calls and you will see Unique phone calls.

This is the default behavior of Goals vs Events in Google Analytics.”

https://community.callrail.com/t/track-all-phone-calls-google-analytics-goals/665/3