Google My Business Integration

This feature is available for the Calls & Texts Essentials plan and higher. Use our help article to see or change your pricing.

Every business that serves a specific geographical area can set up a Google My Business (GMB) listing. These listings display on search results pages and Google Maps when someone searches for your business or for keywords that you rank high for.

CallRail's GMB integration automatically swaps the primary phone number listed for your GMB location with a CallRail tracking number, so you can track calls that come from that listing. We also set your actual business number in GMB as a secondary number to maintain NAP consistency

Multiple locations for a given business can be accommodated in CallRail by creating a separate company sub-account for each location. Integrations are company-specific, but there is no limit or cost to creating as many companies in your CallRail account as are necessary.

Click here for more information on setting up companies within your CallRail account.


Creating a Tracking Number for GMB

To begin, you'll need to create a tracking number in CallRail to use in your GMB listing.

  1. Click the + in the navigation bar on the left and select Phone Number from the top of the panel.

  2. Choose the company where you'd like to add your new tracking number.

  3. The new number wizard will appear on your screen. The first question asks, "Where do you want to use this tracking number?" Select I’ll use it online.

  4. Select Somewhere else since this number will display in your GMB listing and not your website.

  5. Select No, somewhere else since it won't be used in an ad extension.

  6. Name your tracking number for your reports. We suggest "GMB [name of location]." Enter the forwarding number where your calls should route. Then, click Select a Phone Number.

  7. Choose your tracking phone number from the list of available numbers. If you want your number to have a different area code, click Numbers in a specific country or area code and enter your preferred area code. Then, click Number Features.

  8. Configure your whisper message and call recording. When you're finished, click Activate Tracking Number.

  9. To purchase an Australian or UK tracking number, please provide an address to associate with the tracking number. This does not have to be a local address and can be your business's main address.

Setting up your GMB Integration in CallRail

  1. Select Settings at the top of the page and choose the company where you'd like to set up the integration.

  2. Find Google My Business on the list of integrations and click Activate.

  3. Click Authorize at the bottom of the page.

  4. Select the Google Account associated with the google GMB location you'd like to track.

  5. When you return to the GMB integration page, select the GMB location you'd like to track from the dropdown menu in the Connect to your GMB location section.

  6. Select the tracking number you created for this GMB location from the dropdown menu in the Assign a tracking number section.

  7. Click Activate.

Note: If you are managing your GMB listing through a directory service (for example, Yext), integration failure is possible unless you disable sync for your listing’s phone number, and maybe the location. These services can overwrite the tracking numbers in your listings. If that happens, the integration will fail and your calls will not be tracked.

Changing your Google Account, Location, or Tracking Number

  1. Select the Settings tab and choose the company where you'd like to change the integration.

  2. Find Google My Business on the list of integrations and click Configure.

  3. Click the link in section 1 that says Use a different account, location, or tracking number.

  4. Select the Google Account you'd like to use.

  5. When you return to the GMB integration page, select the GMB location you'd like to track from the dropdown menu in the Connect to your GMB location section.

  6. Select the tracking number you created for this GMB location from the dropdown menu in the Assign a tracking number section.

  7. Click Activate.

Disabling your GMB integration

  1. Select the Settings tab and choose the company where you'd like to disable the integration.

  2. Find Google My Business on the list of integrations and click Configure.

  3. Click the Disable GMB Integration button on the right side of the page.

Note: Whether only disabling the integration or completely pausing/closing your CallRail account, it is necessary to manually remove your tracking number from your listing if taking any of those actions. Your listing may not update automatically, and calls to a tracking number that remains listed will not connect to your business.

FAQs

I'm subscribed to a legacy pricing plan. Can I still use Google My Business?

Yes, CallRail's Google My Business integration is available to customers on the Starter and Pro legacy pricing plans. You can use the instructions outlined in this article to activate your integration.

Why am I not seeing my GMB listing update like it usually does?

Google has begun prioritizing critical services due to Covid-19, so businesses deemed non-essential may experience delays in seeing changes reflected in their listings. This is a temporary issue due to limited staff presence at Google during this time. For more information on actions they have taken, see their response.

As always, if you opt to pause or close your CallRail account, it is strongly encouraged that you manually remove your tracking number from your listing. This is even more important at the current time since changes are being authorized and executed at a slower rate on Google's end. If your CallRail account is not active, calls to your listed tracking number will not connect to your business. 

Why is the integration showing as active, even though my primary number is incorrect?

The error you’re seeing is likely due to temporary changes Google has made in how they send integration data to us. The process we perform to make sure that our tracking number is correctly listed is hampered by these changes. For the moment, we have disabled this process to prevent integration failure.

As a result, your GMB integration will not read as failed like it normally would if the listed number was incorrect. We encourage you to manually check your listing during this time to ensure that your tracking number is listed, even if the integration reads as active.