Call Tracking FAQs

This article answers common questions about call tracking, number formatting, call recordings, testing tracking numbers, and troubleshooting reporting discrepancies.

How does Dynamic Number Insertion (DNI) work?

Dynamic Number Insertion automatically swaps the phone number displayed on your website with a tracking number based on the visitor’s traffic source.

When a visitor arrives on your site, WhatConverts detects their source (such as Google Ads, organic search, or social media) and replaces the phone number on your site with a unique tracking number. When that visitor calls the number, WhatConverts attributes the call to the correct marketing source.

How can I change the format of my tracking numbers?

You can change how tracking numbers appear on your website by adding a script after the WhatConverts tracking code.

Add the following script:


<script type="text/javascript">
wc_number_format = 'xxx-xxx-xxxx';
</script>

Replace xxx-xxx-xxxx with your preferred phone number format, such as (xxx) xxx-xxxx.

Where can I view and download my call recordings?

After enabling call recording on your tracking numbers, you can view recordings in the leads dashboard.

To view call recordings:

Open the Lead Manager.
Click on a “phone lead”.
Play or download the recording from the lead details panel.

Do I have to be logged in to view or download call recordings?

Yes. You must be logged in to your WhatConverts account to view or download call recordings from the dashboard.

If you need to access recordings without logging in, you can use the WhatConverts API with an API key. Follow the steps in Use API Keys to Access Call Recordings to access them.

Why do call conversion counts sometimes differ between Google Ads and WhatConverts?

Conversion counts may differ because Google Ads and WhatConverts use different tracking methods.

WhatConverts only tracks calls made to WhatConverts tracking numbers. If your Call Extensions use a different phone number, those calls will be tracked by Google Ads but not by WhatConverts.

Additionally, Google Ads may count calls based on criteria you define, such as minimum call duration. For example, if Google Ads only counts calls longer than one minute as conversions, shorter calls will still appear in WhatConverts but will not count as conversions in Google Ads.

How do I block spam calls or numbers?

To block spam calls, follow the steps in Filter Spam Calls with the Spam Challenge.

To block specific phone numbers, follow the steps in Block Spam Callers.

How do I exclude a phone number from swapping?

If you have a phone number on your website that should not be replaced by a tracking number, you can exclude it from swapping.

Add the “no-swap” HTML class to that phone number element. This prevents WhatConverts from replacing it with a dynamic tracking number.

Example:

How do I track calls on third-party sites?

To track calls from platforms such as directories, social media profiles, or partner websites, create an offline tracking number in WhatConverts.

Place this tracking number on the third-party site. When someone calls it, WhatConverts records the call and attributes it to that source.

Get a FREE presentation of WhatConverts

One of our marketing experts will give you a full presentation of how WhatConverts can help you grow your business.

Schedule a Demo