Troubleshooting External Form Tracking

Form tracking helps you quickly capture information about leads, shorten response times, and generate more conversions for your business. Form tracking can sometimes be tricky to implement since there are multiple form helpers, builders, and plugins that submit forms differently.

External form tracking is compatible with many form providers, including:

- Gravity Forms
- Formidable
- Unbounce
- Instapage
- Contact Form 7
- HubSpot Forms

However, it is currently unavailable for some providers, such as Typeform, and for forms hosted in an iFrame or on a URL separate from where the swap script is installed. If you’re uncertain if your form provider is compatible with external form tracking, please contact support. If your current form provider is not supported but you wish to track form submissions with CallRail, consider creating a custom form.

Most form submission issues will be readily apparent since you will either see no activity on your form submissions timeline, receive incomplete information on submitted forms, or not receive your pre-set notifications when forms are submitted.  The two most common issues that will cause a form not to submit are an error with your JavaScript snippet installation or an error with the submission event. Common JavaScript snippet installation errors include installing the code snippet for the wrong company, installing the code snippet multiple times, or installing it in the wrong place.

Verify that External Form Tracking is Enabled

Before you can start tracking an External Form, you must enable External Form tracking in your CallRail account. To confirm that external for tracking is enabled follow these steps:

  1. Choose the company where you’d like to track forms.

  2. Click Tracking at the top of the page. 

  3. Select External Forms in the left menu.

  4. If External Form tracking is enabled, the Disable External Forms button will appear in the help well in the bottom right-hand corner of the screen. 

  5. If you have not yet activated External Form tracking, follow the steps listed in the Form Tracking Basics support article and click Activate

Confirm that your JavaScript Snippet is Installed Correctly

For help making sure that your JavaScript snippet is installed correctly, read this support article. If you're using WordPress, read this support article for more information on installing the WordPress plugin

The DNI auto-test can help you confirm that your JavaScript snippet is installed correctly. Visit this support article for step-by-step instructions. 

Check your form tracking settings for ignored fields.

The ignored fields section of your form tracking set up page will show a list of fields that a user has manually asked us to ignore. Check your company’s account to make sure that ignored fields aren’t listed for items you’d like to see on your CallRail form submissions dashboard.

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Read this help article for more information on the form tracking set up.

Advanced Troubleshooting

The following steps require familiarity with the backend of your website. If you are unfamiliar with editing code on your page, you may wish to contact a web developer for assistance.

The following instructions are specific to Google Chrome; if you're using another browser type for troubleshooting, these steps may not accurately reflect menu options. 

Use the Inspect Button to Troubleshoot the Submit Event 

If you have confirmed that your JavaScript snippet is installed correctly but you're still not recieving form submissions, follow these steps to ensure that your form submission event is functioning properly.

  1.  Go to the page on your website that features a form. Use your mouse to right-click on the form.

  2.  On the menu that appears below where you clicked, select Inspect. 

  3.  Look for the form code and highlight it. The beginning of the form code is indicated by the <form> tag. 

  4.  Look for the phrase cr-attached=’true’ within the code. If you cannot find that phrase, look for the phrase cr-form-attach-retry=true.

  5.  If you see one of those phrases and you’re still not receiving form submissions, contact support for additional troubleshooting help. 

  6.  If you don’t see either phrase, follow the steps below to install your custom code. 

Add Custom Code 

To manually attach an event listener for form submissions, follow the steps below. 

  1. Check that the code for your form is formatted like this:

    <form id="myform" action="/request-quote" method="post">
        <input type="text" name="Email">
        <textarea name="Comments"></textarea>
        <!-- this form will be captured,
             but the captcha will be excluded. -->
        <input type="text" name="captcha" data-cr-no-capture>
        <input type="submit">
      </form>
  2.  If it is, your custom code will look like this:

    <script>
    var form = document.querySelector('#myform');

    form.addEventListener(
     'submit',
     function() {
       CallTrk.captureForm('#myform');
     }
    );
    </script> 
     
  3.  Edit the #myform string to match the formatting of your form and install it at the bottom of the <body> tag, right above where the CallRail JavaScript snippet.

Troubleshooting Form Notifications

If you are not receiving email notifications for new form submissions:

  1. Click the Account icon in the top left to open the My Account panel, then click Notifications.

  2. Select Forms from the Notifications section in the left menu.

  3. Verify that a notification has been set up for the correct email. You can only add emails for users on your account. 

Read this help article for instructions on how to add users to your account.

If you're not receiving Quick Response alerts for your forms:

  1. Click the Account icon in the top left to open the My Account panel, then click Notifications.

  2. Select Forms from the Quick Response section in the left menu.

  3. Verify the correct phone was entered to receive the call or text notification.

  4. Verify that the form was submitted during the notification window that has been configured in the Quick Response page.

Troubleshooting Incomplete Phone Numbers

When you set up Quick Response notifications for form submissions, we’ll call you on the number in the “Phone Call” alerts field to notify you that a form was submitted. If the customer has provided a number, we'll also ask if you would like to call the number they provided in their form submission. If you press 1 to connect, our system will call the customer's number they provided.

There are two main cases where our system might not recognize a phone number in a form submission:

  1. If the phone number field on the form is broken into three fields (area code, prefix, suffix), we will not recognize that these fields go together to form a phone number. Ensure that your forms only use one field for the full phone number and be sure that it has a “name” attribute that is called “phone” such as `<input class=”element” name=”phone”>`.

  2. A valid phone number must be submitted on the form in order for the number/name (which comes from the caller's caller ID) to show up in CallRail and a phone call alert to occur. This is why some submissions come through as "Name: Anonymous" and "Number: (Not Available)."