Troubleshoot Your Google Analytics Integration

Our integration with Google Analytics gives you insight into how visitors find and interact with your website by sending call data as events to Goals you've created. We've collected the most commonly asked questions about Google Analytics to help you troubleshoot.

Getting Started

First, check that your integration shows as active for the company you attempted to connect with Google Analytics. If it shows as inactive, attempt to activate the integration again.

How to integrate CallRail with Google Analytics

Goals Not Reporting to Google Analytics

First, check our help article for specific instructions on finding your calls in Google Analytics:

Viewing calls in Google Analytics 

Then, check that the goal you have set up in Google Analytics matches the script on your website. We report calls to Google Analytics (analytics.js) as an "Event" whose category is "Equals to Phone."

How to set up goals in Google Analytics

If you have filters set up in Google Analytics, they may be filtering out data that CallRail is sending over. If you don't see your CallRail events, create or check in an unfiltered view for subsequent troubleshooting.

See more about filters in Google Analytics

If you still don't see your calls reporting, check these three items:

- Ensure you’re looking at the correct Google Analytics account. (Check that the UA number matches the account you’re looking at.) 

- Make sure that phone calls have occurred after the Analytics integration was set up.

- Double-check that the correct date range is selected in both CallRail and Google Analytics.

Keywords Not Reporting to Google Analytics 

Make sure you’re using website pools. Keywords will only report to Google Analytics if the call was received by a number in your website pool (and not a source tracking number).

Read the basics of visitor tracking

Only Some Calls Reporting to Google Analytics

Even if two calls are from different phone numbers, check to see if two calls share a session in CallRail. Google Analytics reports one conversion per visitor, per goal, per day. Multiple calls from the same visitor in a day will be reported as a single goal conversion.

Call Sources Aren't Matching Up with Google's Reporting

Google Analytics's default goal attribution is by last non-direct click (unless you choose a different model). Meanwhile, CallRail's default attribution model is first touch. This difference could lead to source-level discrepancies, especially if a website pool detects multiple sources in a user's journey.

Source of Call Showing as "Disabled" in Google Analytics 

If a source-level tracking number is configured as “Offline” in CallRail, we report this to Google Analytics as “disabled/(none)."

Keyword for PPC Visitors Showing as “Not Set" 

Confirm that auto-tagging is enabled in Google Ads.
Auto-tagging adds the Google Click ID (gclid) to the end of the final URL, which is one indicator our system looks for in order to classify a visit as Google Ads.

Read this Google help article on enabling auto-tagging.

Check if there is a redirection occurring which is causing the gclid to be removed before Google Analytics runs?
The Google Click ID (gclid) at the end of the final URL is one indicator our system looks for in order to classify a paid visit as Google Ads.

Troubleshoot your visitor tracking numbers using this help article.