Troubleshoot Keyword Tracking Numbers

One of the most useful features of CallRail is the ability to track keyword-level data linking calls directly to individual visitors.

We've addressed some of the frequently asked questions below regarding your 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
  • Reporting Questions

Set Up Questions

Where do I add keywords to my number pool?
CallRail will detect them automatically and assign a tracking phone number from your keyword pool to each visitor, so you won't have to add keywords to your tracking numbers.

How do I get the keywords and medium to show up on the summary page instead of the Number Assignment Table?
The Number Assignment Table doesn't show incoming calls, it shows how the phone numbers are assigned to visitors at any given point in time. When a call is received, that incoming call will be correlated to the specific visitor/keyword/source listed in the number allocation table at that moment. It can also be used as a diagnostic tool to ensure that your phone numbers are not being recycled too rapidly (for example, if every visitor was active within the last 5 minutes, that would suggest that the phone number pool is too small).

Why can't I hard code my keyword pool numbers into my website?
Tracking phone calls with keyword-level tracking will not work if you hard code 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.

Reporting Questions

Why do "wrong number" calls get associated with keywords?
Due to the way the session-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, we can remove a number from your account if it appears that it is receiving 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 code you've installed on the website). If you simply call a number from the pool without triggering a number assignment (via the javascript, by visiting your website), our system thinks the call originates from the caller who the number is 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 product: CallRail, Google Analytics, etc.

You can read more about the change here:

What's the difference between the source "Direct" and ""?
The difference in "direct" and "" as a source is:
  1. Direct: The user arrived directly by typing in the URL, or clicking a link from outside the browser (for example, from their 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, and your visitor hits a page without the tracking code and then navigates to a page with the tracking code.

How can I see which campaign and ad group my keywords are coming in from?
We're not able to detect campaigns and ad groups automatically (it's all encoded in the "gclid" parameter, which only Google can read). To see that data in CallRail, you'll need to tag your landing page URLs in Google AdWords. We recommend using the "utm_campaign=" and "utm_adgroup=" parameters. We'll detect any parameters that are present in your landing page URL and display that information on the call info page.

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.

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