CallRail 101 for PhoneWagon Customers

This help article is intended for PhoneWagon customers migrating to CallRail as part of CallRail's acquisition of PhoneWagon. If you’re not a PhoneWagon customer, you may still find the information in this article helpful, but it does include concepts from a separate system than CallRail’s. 

If you’re joining CallRail after PhoneWagon’s recent acquisition, welcome! We’re glad you’re here. In this article, you’ll find tips on how to set up your new CallRail account. Whether you’ve ported your numbers from PhoneWagon, or are simply looking to continue your call tracking service with CallRail, use the information and links in this article to get to know CallRail. 

Creating and managing call tracking numbers

Just like with PhoneWagon, you can purchase and use call tracking numbers with CallRail to measure your marketing campaigns. CallRail offers two types of call tracking:

  1. Source-level tracking, which allows you to use a single, unique phone number to track a specific marketing campaign. Learn more about source-level tracking in this help article.

    If you were using Static Numbers with PhoneWagon, we recommend creating your tracking numbers in CallRail as source tracking numbers.

  2. Visitor-level tracking, which allows you to use a pool of numbers for your website that will capture and report on your callers’ website session and which PPC keywords driving calls and see the full visitor path, before and after the call. If you plan to integrate with Google Ads, you’ll want to use visitor-level tracking by creating a website pool. See how to add a website pool to your account.

    If you were using Dynamic Numbers with PhoneWagon, we recommend creating website pools in CallRail to maintain the same type of reporting and functionality.

  3. You can also check out these help articles to see how else you can use call tracking numbers to measure your campaigns.

Once you’ve created new tracking numbers in your CallRail account (or ported your numbers from PhoneWagon to CallRail), there are a few additional steps you may need to take to help configure your tracking numbers. These steps are optional, but may help you further customize your CallRail reporting and experience:

  1. Update the name of your tracking number so it’s referenced properly in your reports.

  2. Let us know which telephone number should ring when someone calls one of your tracking numbers by updating your destination number.

  3. Play a greeting to your callers when they call your tracking numbers or activate call recording so you can review your calls at any time.

  4. Create call flows to personalize your callers’ routing experience and ensure each call is delivered to the right person.

  5. Assign a marketing campaign to one of your source tracking numbers to help filter your call log.

  6. Create companies in your account to keep your data organized, or move tracking numbers between companies so the right people see the right information.

  7. Update your website pool to only track visitors from specific sources.

  8. See other options for updating and managing your call tracking numbers in this help section.

Add our call tracking script to your website

If you were previously using PhoneWagon's web snippet to power your call tracking, you'll have a new script to add to your website once you get set up in CallRail. At CallRail, we call this our dynamic number insertion script (as opposed to the web snippet terminology formerly used by PhoneWagon). You can safely remove the PhoneWagon web snippet from your website once you're ready to power up your CallRail experience. 

CallRail’s JavaScript snippet allows you to integrate call tracking on your website using dynamic number insertion (DNI). When customers navigate to your website from a marketing campaign, they’ll see the correct tracking number based on which marketing source they came from. There are a few different ways you can add dynamic number insertion to your website:

  1. Install the JavaScript snippet directly to the backend of your website

  2. By using our WordPress plugin

  3. By adding our script to Google Tag Manager

  4. Through our Wix integration (if you're using a Premium Wix site)

Inviting users to your account

Invite your teammates to help you take calls and manage your new CallRail account. When you add a new user to your account, you’ll choose a specific user type for them so they have proper access to your reports, data, and call history, just like you did with PhoneWagon.

To help you pick the right user role for your colleagues, use this article to compare and contrast permissions and roles between PhoneWagon and CallRail:

Setting up PhoneWagon users in CallRail 

Setting up notifications

Get notified of incoming calls and text messages to your tracking numbers by setting up customizable notifications. Your notifications can include all calls or specific interactions, like missed calls, voicemails, first-time callers, or calls matching a specific tag. You can also choose the alert type, including email notifications, live desktop notifications, or mobile notifications, and even set up notifications for other users in your account. Use the relevant article linked below to create or manage your notifications:

  1. Setting up call and text notifications

  2. Live desktop notifications

Set up integrations to get your data in the right place

CallRail offers a variety of integrations to help you measure and manage your marketing campaigns and reporting. Here are some of the most popular integrations CallRail customers use:

  1. Integrate with Google Analytics

  2. Integrate with Google Ads (requires a website pool)

  3. Facebook Integration

  4. Microsoft Ads Integration (requires a website pool)

  5. Build your own integration with Zapier

For a full list of the integrations we support, check out the Integrations section on our Help Center.

Get to know your new Call Log

Formerly known as the Inbox in PhoneWagon's system, CallRail's Call Log allows you to quickly see every call to and from your tracking numbers from one place. Use the Call Log to filter, find, and export calls that are most meaningful to your business, or to generate a list of calls for a specific date range. This is the first page you'll see each time you sign in to CallRail:

Learn more about CallRail's Call Log