Call tracking

Call tracking gives you a dedicated number for each campaign. Calls forward to your real line and are logged as leads with their source. Open Tracking, then Call Tracking.

Getting a number

1. 1
   Click Get a number. Pick the country and, if you want, an area code, or leave it blank to see any available local number. Choose one from the list.
2. 2
   Fill in where calls forward to (your real line) and a label for the number. Both are required.
3. 3
   Optionally set a source label, which becomes the lead's source when the caller's website visit is not known; a pool, for number swapping; and a whisper message, a short line played to your team before the call connects so they know where it came from.
4. 4
   Recording is on unless you switch it off. Click Get followed by the number to activate it.

Each number in the list shows its label, the number and where it forwards, its source label, and icons for recording, whisper, pool and routing. The toggle pauses a number; the X asks Release number? and, on Yes, gives the number back. The This month's usage card shows what you have used so far this month: numbers, call minutes, texts, recording and transcription.

What a call becomes

• An answered call becomes a new lead with the caller's number and the duration, plus the recording and its transcript when recording is on.
• A call that is not answered becomes a lead marked Not Qualified and triggers the Missed call alert straight away, so someone can call back.
• If the caller had visited your site and been shown a pool number, the lead carries that visit's source, campaign and click identifiers. Otherwise it carries the number's source label.

Routing

The sliders icon on a number opens Call routing, with three optional layers, each switched on separately:

• Business hours: a timezone and the hours per day you answer. Outside them the caller hears your closed message, or the call is ended, as you choose.
• Menu (IVR): a greeting prompt and numbered options, each forwarding to a different line.
• Hunt group: several of your numbers rung at once, so whoever picks up first takes the call.

Number pools: a different number per visitor

A pool shows each website visitor their own tracking number, so a call can be tied back to the exact visit and campaign that drove it. Create a pool from the Number pools card with a name, a source label, and a default number to show when the pool is empty, then assign numbers to it when you get them.

On your site, mark the elements that display your phone number with data-lw-phone. The script replaces their text with the visitor's assigned number and points their tel links at it; other tel links on the page are updated too. While a number is assigned to a visitor, a call to it is credited to that visitor's session.

<a href="tel:+15551234567" data-lw-phone>(555) 123-4567</a>