Fix Missing Calls from Google Ads in WhatConverts

If calls from Google Ads are not appearing in your WhatConverts dashboard, the issue is typically related to how call extensions are set up or how conversion data is being routed. This article walks through the most common causes and how to resolve them.

Call extensions are not set up in the WhatConverts Google Ads integration

WhatConverts requires a dedicated conversion action for call extensions. Without this, calls made through Google Ads Call Assets will not be tracked in WhatConverts.

How to set up call extension tracking

To troubleshoot this issue:

1. Go to your WhatConverts Google Ads integration and create a conversion action specifically for call extensions.
2. Confirm the conversion action has been automatically created in your connected Google Ads account.
3. Copy your dedicated WhatConverts call extension tracking number.
4. Open your Google Ads account and navigate to your Call Assets page.
5. Add the WhatConverts tracking number to your Call Assets to ensure it is correctly swapped onto your ads.

Call counts differ between WhatConverts and Google Ads

Call count discrepancies between platforms are common and are usually caused by one of two reasons: tracking number mismatches or call duration filters.

Tracking numbers not managed by WhatConverts

WhatConverts only tracks calls made to your designated WhatConverts tracking numbers. If any Call Assets use numbers not managed by WhatConverts, Google Ads will record those calls while WhatConverts will not.

To troubleshoot this issue:

1. Open your Call Assets page in Google Ads.
2. Review each tracking number listed.
3. Confirm that all numbers you want tracked in WhatConverts match the tracking numbers provided in your WhatConverts integration.
4. Replace any unmanaged numbers with your WhatConverts tracking numbers.

Call duration filters in Google Ads

Google Ads applies a minimum call duration threshold (e.g., 60 seconds) before counting a call as a conversion. WhatConverts records every call regardless of length, which can result in higher lead counts in WhatConverts compared to Google Ads.

To troubleshoot this issue:

1. In Google Ads, navigate to Tools, then select “Conversions”.
2. Open the call conversion action associated with WhatConverts.
3. Review the Count and Call Length settings.
4. Compare the call duration threshold in Google Ads against your WhatConverts call log to identify which calls are being filtered out.

• What is the Google Ads Integration?
• Connect WhatConverts to Google Ads
• Set Up ValueTrack and Auto-Tagging for Google Ads
• Pass Keyword Data from Google Ads into WhatConverts