Chat Conversions in Google Ads

Chat tracking is available for Agents on the Lead Center plan. Read this article to see how to update your pricing plan.

CallRail makes it possible to track chat conversations as conversions in Google Ads. Once your integration with Google Ads is active, we’ll report chat conversations that result from Google PPC traffic to Google Ads as conversions.

Our Google Ads integration captures the Google click ID (GCLID) for each of your website visitors. When an incoming chat is submitted, Google Ads recognizes the click ID we send and creates that form submission as a conversion automatically.

Getting Started

CallRail’s integration with Google Ads requires the following:

  1. The JavaScript snippet installed on your website
  2. Auto-tagging enabled in your Google Ads account

For this tutorial, we'll assume you've already integrated your CallRail account with Google Ads. If you haven’t linked your accounts yet, follow the instructions in this support article first, then return to this article to complete setup: Google Ads Integration

Instructions for adding the parameters discussed below are available in this help article and video:

Creating Tracking Templates to See Keyword Data in CallRail

Viewing Chat Conversions in Google Ads

Once your Google Ads integration is active, incoming Google PPC chats will start reporting as conversions. Use this set of instructions to find your chat conversions in Google Ads.

  1. Once you're logged into Google Ads, select Tools at the top of the page.

  2. Choose Conversions from the "Measurement" section of the Tools drop-down.

  3. Your chat goal displays as Chat Received with a source of Import from Clicks. Your conversions report on the right-hand side of this row.

    Important note: Changing the name of the conversion ("Chat Received") will prevent CallRail from sending your conversion data to Google Ads; however, you can edit the other conversion fields if you'd like.  

Tracking Keywords in CallRail

Adding the ?keyword={keyword} parameter to your tracking template in Google Ads is the recommended last step in setting up your Google Ads integration. Using this parameter in your tracking templates allows your keyword data to display on your chat conversation log and timelines. If you choose to not add this parameter to your URLs, chat conversations will still report as conversions in Google Ads once the integration is configured properly.


How have Apple's in-app tracking updates in iOS 14+ affected what can be tracked?

To accommodate Apple's recent changes to user privacy options, Google has stopped using gclids (Google click IDs) for ad clicks in Safari and Google apps. They have been replaced with click IDs which track groups of users in aggregate instead of individually. This applies solely to visitors who are interacting with your site via iPhone, and only if they have enabled Apple's new privacy features.

We aren't able to post these interactions as conversions or capture keyword and campaign data from them. However, we can make sure these interactions are attributed properly in your reporting. Tracking numbers set to display for Google Ads-based visitors to your site will still swap as normal.