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    Help Center Lead Tracking Call Tracking

    Troubleshooting Call Tracking Setup


    Ensuring Tracking Code Is Installed

    1Open your website in a browser of your choice.
    2Right click your mouse and select "View page source". Press CTRL+F on your keyboard to open the search feature. Enter "iconnode" in the search box.
    3This should take you to the tracking code within the page source and should look something like  <script src="//scripts.iconnode.com/*****.js"></script>

    4If you do not find the tracking code on your website, you will need to add it. Full instructions on installing your WhatConverts Tracking Code can be found here:
    Adding WhatConverts Script to Your Site.

    Clearing Cookies

    You can simulate a Google Ads click and clear your cookies by appending ?wc_clear=true&gclid=test to the end of your URL.
    Example:
    http://www.YOURWEBSITE.com/?wc_clear=true&gclid=test

    Adding "?wc_clear=true" to the end of your URL clears the current attribution from WhatConverts tracking cookie and gclid=test simulates a Google Ads click

    For full instructions on clearing the cookies in your browser see: How to Clear your Cookies to Test Your Number Swapping

    Adding and Verifying Swap Number

    The Swap Number is the phone number hard-coded (or static) on a website. It is typically the main business number.

    The swap number will be dynamically switched out with the tracking number when a visitor arrives on your website. Which users see a Tracking Number is determined by how your phone numbers are set up in your WhatConverts profile.

    To review and/or edit your Swap Number, log into the WhatConverts profile you would like to review. Click "Tracking" in the top menu. Click "Phone Calls" and select "Phone Numbers".

    • If you are using a Dynamic Number Pool to track your calls, you can find your swap number by Editing the Dynamic Number Pool.
      Dynamic Number Pool Swap Number edit

    • If you are using a Single, Static Number per marketing source, click the Edit Number button (pencil icon) in the row with your phone number. Edit the Swap Number in the Static Number module.
      Single Phone Number Swap

    Important: Make sure your swap number does not include any punctuation (such as hyphens or parenthesis).

    Once your changes have been made, click "Finish".

    Test Tracking Numbers

    In an incognito window, visit your website via the Traffic Source you've set up your tracking numbers to swap for. Call the tracking number you see on the page.

    • To simulate a Google Ads click, add ?gclid=test&wc_clear=true to the end of your URL.
    • To simulate a Google Organic visit, add ?utm_source=google&utm_medium=organic&wc_clear=true to the end of your URL.
    • To clear your prior WhatConverts attribution and track your click as a Direct visit, add ?wc_clear=true to the end of your URL.

    Go back to your WhatConverts profile. Click "Leads" in the top menu. In the Lead Manager, review your test call. The following example is from a simulated Google Ads click:

    Example Google Ads Phone Call Test

    If you have any questions, please contact us here: Contact WhatConverts Support or email [email protected]

    Ensuring Tracking Code Is Installed

    It is important that you make sure the Tracking Code has been added to every page of your website. To find if the tracking code is on your page follow these steps:

      1Open your website in a browser of your choice.
      2Right click your mouse and select "View page source". Press CTRL+F on your keyboard to open the search feature. Enter "scripts." in the search box.
      3This should take you to the tracking code within the page source and should look something like  <script src="//scripts.iconnode.com/*****.js"></script>

        Note: If you are using the WordPress plugin, you will need to make sure you search for and find the full tracking code that includes your Profile ID.

      4If you do not find the tracking code on your website, you will need to add it. You can find your tracking code in the "Settings" then "Tracking Code" section on the left side menu of your WhatConverts dashboard.
      5If you are using the WordPress plugin and still do not find the tracking code on your website after adding the plugin and Profile ID, clear the caching plugin on WordPress and reload your site.

    Note: If you have your Tracking Code installed via Google Tag Manager, you will need to check to make sure your Google Tag snippet is on your page.

    Clearing Cookies

    WhatConverts uses First Click Attribution. This means the first method used to get to your website is saved in a cookie by the WhatConvert's tracking code.

    With the WhatConverts tracking code on your website, when you visit your site using a Google Organic search, you will be stored as an Google Organic search visitor (even if you come back to the site using another marketing source). In order to test sources by simulating different source triggers, you must clear your cookies and close the window after each visit so WhatConverts reads you as a new visitor.

    We have the options for clearing your cookies in the following article: How to Clear your Cookies to Test your Number Swapping.

    Additionally, you may find it easiest to test your tracking numbers by simulating a Google Ads click. You can do this by opening new browser session and enter this URL:
    http://www.YOURWEBSITE.com/?wc_clear=true&gclid=test

      Note: adding "?wc_clear=true" to the end of your URL clears the current attribution from WhatConverts tracking cookie.

    Adding and Verifying Swap Number

    The Swap Number is the phone number displayed on your website. The swap number will be dynamically switched out with the tracking number when a visitor arrives on your website. What and when the tracking number is displayed depends on how your tracking phone numbers are setup in WhatConverts.

    Typically, the swap number is the same as the destination number/your main business number.

      Important: Make sure your swap number does not include any punctuation (such as hyphens or parenthesis).

    Click "Update". You should see the following message:

    Successfully Updated Phone Number

    Test Tracking Numbers

    Call the tracking number you set up. In our example, the tracking number is +1 7044956837. The call should forward to your destination/main business number.

    Always check your tracking numbers

    Confirm within the WhatConverts dashboard that the call registered as a lead by refreshing the browser.

    The following will show up; showing the source as a phone call with a phone icon as the type and the source and medium as "Google Organic" just like we set it up.

    Check your leads

    Having trouble clearing your browser cache and testing the tracking number? Watch the video below:

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    Whatconverts Features for your Business
    Call Transcription
    Lead Tracking Call Transcription Software

    Read details from your calls without the need to listen to the entire call recording.

    Call Flows - Simultaneous Dialing
    Lead Tracking Call Flows - Multi-Ring (Simultaneous) Dialing

    Route calls to multiple destination numbers at once using multi-ring functionality.

    Call Flows - Scheduled Hours and Holiday Routing
    Lead Tracking Call Flows - Scheduled Hours and Holiday Routing

    Reroute calls that occur outside your active business times.

    Call Flows - Geographic Call Routing
    Lead Tracking Call Flows - Geographic Call Routing

    All incoming calls will be directed to the business location closest to the caller.

    Join 20,000+ other marketers and start getting marketing clarity

    Subscribe to our newsletter and get proven marketing strategies for growing your business.

      Related Integrations
      Ad Platforms Google Ads (Adwords)

      Last update on July 22, 2022

      Google Ads (Adwords)
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