Troubleshoot Keyword Tracking Numbers

One of the most useful features of CallRail is the ability to track session-level data so you can link calls directly to individual website visitors using keyword-level tracking pools. 

Below are some of the most frequently asked questions regarding keyword tracking numbers. If you have a question that is not answered, please don't hesitate to contact our support team. 

Use this article for help with:

  • Set up questions on keyword tracking
  • Reporting questions for keyword tracking

Set Up Questions

Where do I add keywords to my number pool?
Since CallRail tracks your visitor's web sessions, there's no setup for adding keywords to your tracking numbers when you're using a keyword tracking pool. CallRail detects the PPC keywords you're bidding on in your paid search campaigns. We assign a tracking phone number from your keyword pool to each website visitor, whose referring URL will contain the keyword data you get from your reporting in CallRail. 

Use this article to create a keyword tracking pool

Why can't I hardcode my keyword pool numbers into my website?
Tracking phone calls with keyword-level tracking will not work if you hardcode one of the numbers in from the pool on the website since the keyword pool numbers won't be circulating properly to website visitors. This will prevent you from receiving accurate keyword/source/medium data. In order for keyword pools to swap properly, you'll need to have dynamic number insertion by installing your company's JavaScript snippet on each page of your website where there's a phone number. 

Read how to install the JavaScript snippet on your website

Reporting Questions

Why do "wrong number" calls get associated with keywords?

Due to the way the keyword-level call tracking works, this is an unavoidable consequence of wrong number calls. Because each phone number is assigned to a current visitor on the website, when a call comes in through a specific number, we associate it with that visitor. The tracking phone number is the only identifier between the web visitor and the phone call, so it is not possible to distinguish between valid and invalid calls at that stage. We're not able to completely prevent people from dialing wrong numbers, but we can remove a number from your account if it appears that it is receiving too many wrong number calls. 

Why are there keywords associated with my test call?

Each phone number in your keyword tracking phone number is assigned to a specific visitor to your website at a given point in time (using the JavaScript snippet you've installed on the website). If you simply call a number listed from your pool without triggering a number assignment (by visiting your website), our system thinks the call originates from the caller who the number is currently assigned to, and logs the call with their information (keyword/source/etc).
What does keyword "not provided" mean?

Keyword "not provided" occurs when a user conducts a search on Google via HTTPS and navigates to your site via an organic search result. In October 2011, Google stopped providing keyword data for logged in and HTTPS users. This change affected all analytics products: CallRail, Google Analytics, etc.

You can read more about the change here:

What's the difference between the source "Direct" and ""?

The difference between "direct" and "" as a source is:
  1. Direct: The user arrived directly to your website by typing in the URL, or clicking a link from outside the browser (for example, from an email).

  2. The user was referred from another page on

    Typically, shows up as a source when you have our tracking code installed on one part of your website, instead of every page of your website. If a visitor navigates from a page on your domain where the dynamic number insertion script is not installed to a page where it is installed, we'll show the referring website as your domain (specifically, the page where dynamic number insertion is not installed). 

    To avoid this, we recommend double-checking to ensure dynamic number insertion is installed on all pages of your website.
How can I see which campaign and ad group my keywords are coming in from?
To see your campaign and ad groups in CallRail, you'll need to tag your landing page URLs. Once you've added ValueTrack parameters to your URLs, we'll detect any parameters that are present and display that information in your caller's timeline.

Some Google Paid entries do not display a keyword or referrer. What are the circumstances when this happens?

This can happen for several reasons:
  1. The user is using a cookie- or referrer-blocking plugin like Adblock or Ghostery

  2. The source was Google Display Network, which does not pass keyword data.

  3. Site visitors are using 3rd-party search utilities like Google Now. On mobile devices, when visitors search using a 3rd-party app, the resulting page is opened in a web browser which does not pass a referring URL to the website. Without a referring URL, we're unable to see the visitor's search keyword.

If you have a question that's not answered, please don't hesitate to contact our support team.