Facebook Integration

CallRail's Facebook integration allows you to track the calls, texts, and form submissions that came from your Facebook ads. Use this data to prove the ROI of your services, refine your social media marketing, and help people connect with your business or your clients.

Getting Started

To use this integration, you must be an administrator of both a Facebook Business Manager account and a Facebook ad account

Learn more about Facebook Business Manager.

Learn more about Facebook ad accounts.

Integrate CallRail with Facebook

To integrate your CallRail account with Facebook, you'll need to complete certain steps in both CallRail and Facebook. The process goes like this:

  1. Turn on the integration in CallRail.

  2. Add CallRail as a partner in Facebook.

  3. Create Offline Events Sets in Facebook.

  4. Return to CallRail after one business day to complete activation.

Follow the instructions below activate your integration. You'll need to complete the process for each company you’d like to integrate with Facebook.

Activate the Integration in CallRail

  1. Click the Settings tab in the navigation bar at the top of the page.

  2. Choose the company you’d like to integrate with Facebook.

  3. Scroll down to the Facebook integration tile and click Activate.

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  4. Click Log in with Facebook and follow the login instructions.

  5. Click OK to grant permission for CallRail to integrate with Facebook.

  6. When you click OK, you will be returned to the CallRail Settings page. Scroll back down to the Facebook integration tile and click Configure.

  7. Use the dropdown menus in the middle of the page to choose the Facebook Business Manager Account and Facebook Ad Account you'd like to use.

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  8. Do not click Activate yet. Use the instructions in the next two sections of this article to add CallRail as a partner in facebook and create offline event sets

  9. Once you've made CallRail a partner and created and assigned your event sets, return to the this page and click Activate.

  10. Facebook will then authorize your integration, which takes 24 hours. Return to the Facebook integration page in CallRail after 24 hours to complete activation.

  11. Click Activate again. If your integration is successful, you'll see a green success alert at the top of the page.

Add CallRail as a Partner in Facebook

Before you can assign event sets, you'll need to create CallRail as a partner in your Facebook account.

Use this Facebook help article to add CallRail as a partner. You'll need CallRail's business ID: 889292414495448. 

Create Offline Event Sets

Note: You must be a Facebook ad account administrator to create offline event sets. Before creating offline events, make sure you've assigned CallRail as a partner in Facebook.

CallRail reports calls, texts, and form submissions to Facebook as offline events. You must set up offline event sets in your Facebook business account to activate you CallRail integration.

    1. Access your Facebook business account and select Business Settings in the top right.

    2. Click Data Sources and select Offline Event Sets.

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    3. Select + Add at the top of the column.

    4. Enter Calls as the name of your offline event set. Make sure to use an uppercase C. If you use a lowercase c, your calls may not report to Facebook. Then click Create. No description is required.

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    5. Select the ad accounts you'd like to associate with CallRail and turn the toggle on for Automatically Assign For New Ad Accounts. Then, click Next.

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    6. Choose whether to assign any additional users to the offline event, and select their permissions. Then, click Assign or Skip to finish creating the offline event set.

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    7. Repeat steps 3-6 above to set up offline events for text messages and form submissions.
      • Your offline event set for forms is titled Form Submissions (remember, it's case sensitive).
      • Your offline event set for texts is titled Text Messages.

    8. Return to the CallRail integration page and click Next.

Assign Offline Event Sets to CallRail (Ad Account Owners)

Use the instructions below to assign offline event sets if you are the owner of the ad account that you are integrating with CallRail. If you are using a shared ad account, please refer to the next section.

  1. In your Facebook Business Manager account, click Business Settings in the top right.

  2. Click Users and select Partners.

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  3. Select CallRail from the list of partners.

  4. Click Add Assets.

  5. Select Offline Event Sets from the list of Asset Types. Then, check the boxes next to Calls, Form Submissions, and/or Text Messages. Finally, set your preferred permissions for these offline event sets and click Save Changes.

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  6. Return to the CallRail Setting page, scroll down the Facebook integration, and click Activate to finish setting up the integration.

Assign Offline Event Sets to CallRail (Shared Ad Accounts)

Use the instructions below to assign offline event sets if you are integrating a shared ad account with CallRail. If you own the ad account that you are integrating, please refer to the previous section. White label account users are not able to integrate with a shared ad account.

Note: The owner of the ad account must approve CallRail as a partner before you can complete this step. 

  1. In your Facebook Business Manager account, click Business Settings.

  2. Expand the menu option for Data Sources and select Offline Event Sets.

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  3. Select the Calls, Text Messages, or Form Submissions Offline Event Set you'd like to configure. You'll return to this step at a later time if you need to configure more than one Offline Event Set.

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  4. Select Assign Partners.

  5. Enter CallRail's business ID (889292414495448) and select your preferred Offline Event Set Admin access. Then, click Next.

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  6. Repeat steps 3-6 for each of your CallRail Offline Event Sets you'd like to configure.

  7. Return to the CallRail Setting page, scroll down the Facebook integration, and click Activate to finish setting up the integration.

Viewing CallRail Data in Facebook

CallRail sends Facebook information about each call, text message, and form submission that comes into your business. Use the following instructions to access your CallRail data in your Facebook Business Manager account.

  1. At the top of the page, click Business Settings.

  2. Select Offline Events from the Measure & Report section of the Business Manager drop-down.

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  3. Each of your Offline Events will appear in a table that shows the total number of events received, how many of those events can be matched to Facebook users, and how many of those events are connected to your Facebook Ads.

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  4. To see more information about your calls, text message, or form submissions, click Details next to the event set. The graph shows your event history for the selected timeframe.

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Use the following instructions to see which Facebook campaigns specifically led to offline conversions. This data does not indicate whether the conversion came from a call, form, or text message.

    1. In your Facebook Business Manager account, click Business Settings.

    2. Select Ads Manager from the Business Manager section of the drop-down.

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    3. Choose whether to look at your offline events from the Campaigns, Ad Sets, or Ads view.

    4. Select Offline Conversions from within the Columns drop-down.

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    5. Your CallRail offline events will appear in the Offline Other Conversions column next to the corresponding ad or campaign.

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Create Custom Conversions

Creating an Offline Conversions column, detailed above, is a good way to view your CallRail conversion data in your Facebook Business Manager account. For even more detail, consider setting up Custom Conversions.

Custom Conversions allow you to break out Calls, Texts, and Form Submissions into their own columns, rather than lumping them all together under Offline Conversions.

Follow these instructions explain to set up Custom Conversions.

Facebook for CPL Reporting 

To properly set up your Facebook ads to receive cost per lead data, you'll need to add URL tracking parameters to each Facebook ad that you're currently running.

Use the instructions in this help article to properly set up your Facebook ads for the Multi-Touch CPL report.

Disabling Facebook Integration

Disabling a company's Facebook integration will prevent your call data from reporting to your Facebook account. We'll keep your integration credentials saved in case you'd like to re-activate your integration in the future.

    1. Click Settings at the top of the page.

    2. Choose the company whose integration you'd like to disable.

    3. Click Configure on the Facebook integration tile.

    4. Select Disable Integration on the right side of the page.

    5. Click Disable to turn off your Facebook integration.

FAQ

How can I filter which events are sent to Facebook?
 
You can customize which call, text, and form activity is sent through your Facebook integration using integration triggers. For example, you can choose a minimum duration for calls sent or add tags to events using responsive routing and only send events with certain tags.
 
 
 
What about white label accounts?
 
Only administrators can activate integrations that require an account authorization (such as Facebook and Google Ads) for white labeled accounts since this step requires the knowledge of CallRail to connect. In order to integrate, administrators will need to log into the correct Facebook account before authorizing the integration. After the integration is active, it will function like normal and there won't be any visibility issues for other user levels in your white-labeled CallRail platform.

Learn more about white labeling for CallRail.

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