If you have an existing form outside of CallRail, you can set up external form tracking so you can capture and follow up with customers as soon as they submit a form to your website.
Learn more about Form Tracking.
Getting started
To set up external form tracking, the form must meet the following requirements:
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The form must be a static HTML form.
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The form must be wrapped in HTML <form> tags.
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The form must have at least one of: name, phone number, or email input field.
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We detect those by input type or field name containing: name, phonenumber, email
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The form must use a standard <input type="submit"> or <button type="submit"> button for its form submissions, unless it is a form from one of the listed form providers we support.
- We are not able to capture input types from dialog boxes.
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The form must not be in an <iframe>.
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Note: We are able to track Typeform forms in an <iframe> via our Typeform integration.
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We automatically block form submissions that contain any of the following input types:
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c
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cvc
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cardnumber
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cardnum
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card-number
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creditcard
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credit_card
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credit-card
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ccnumber
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cc_num
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ccnum.
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We will also block input when the label of the field is either "credit card" or "card number." The capture of password fields will be blocked when the input is "password."
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Regarding validations on the form, our recommendations are as follows:
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The best possible option is to disable submitting your form until it passes validation
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The second-best option is to use HTML validation attributions only
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If you can't implement all the necessary validation in HTML alone, implement as much as you can so that your form is at least mostly-validated before it goes to us.
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Otherwise, customers may receive incomplete form submissions.
In addition, you must also enable form tracking and install the JavaScript Snippet on your website.
Enable external form tracking
Use these instructions to turn on external form tracking.
- Select the Settings icon on the left navigation bar.
- Choose the desired company.
- Choose External Forms from the Forms & Chats header on the left.
- Slide the toggle ON to enable external form tracking.
Track existing forms
Each company in your account has its own setup for external form tracking. Use these instructions for each company where you'd like to track a form you've created outside of CallRail.
- Select the Settings icon on the left navigation bar.
- Choose the desired company.
- Choose External Forms from the Forms & Chats header on the left.
- Choose to capture forms on all pages, or choose to capture forms on only certain pages. For each page, you’d like to track, click + Add Page. Be sure to include the domain for the URLs you enter here (for example, you'll want to enter "example.com/contact" instead of "/contact").
- Decide if you'd like to exclude form submissions from certain sources from capture. Form submissions can be captured from all visitors, visitors from PPC searches or visitors sourced from Google Ads.
- If there are certain fields in your form where you don’t want to collect information, you can add "Ignored Fields" to your settings. This will prevent these fields from showing in your CallRail reports and in any alert you receive. Click + Add Field and enter the fields you'd like to exclude.
- Click Save to start tracking existing forms on your website.
FAQs
What form providers are compatible with external form tracking?
External form tracking is compatible with many form providers, including but not limited to:
- AWeber
- ASPnet
- Caldera Forms
- Contact Form 7
- DiViBuilder
- Drupal
- Elementor
- Formidable
- Gravity Forms
- HubSpot Forms
- Instapage
- MailChimp
- MailChimp for Wordpress
- Salesforce
- Typeform
- Unbounce
- WP Forms
However, it is currently unavailable for some providers 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 our Support team. If your current form provider is not supported but you wish to track form submissions with CallRail, consider creating a custom form.
Why aren’t my forms showing in CallRail?
Below are common reasons a form might not show in CallRail. For advanced troubleshooting for external forms, please review this help article.
- Your JavaScript snippet is not 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 dynamic number insertion auto-test can help you confirm that your JavaScript snippet is installed correctly. You can use this support article for step-by-step instructions.
- 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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The user is visiting/submitting from an unsupported browser: Examples of unsupported browsers include Brave and OperaGX.
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The user has an ad-blocking or content-blocking extensions installed: Such extensions interfere with our script and prevents the capture event from firing upon submission. In this case, the ad-blocker must be turned off by the user.
What if there are some forms I don't want to capture in CallRail?
Follow the instructions below if you're using external form tracking and there are some forms you don't want to capture in CallRail (for example, a form for existing clients only):
- Select the Settings icon on the left navigation bar.
- Choose the desired company.
- Choose External Forms from the Forms & Chats header on the left.
- Select "All except the following pages:" to exclude forms from those web pages from being tracked in CallRail.
Can I block certain form submissions?
Any unwanted form submission can be marked as spam. Using the Mark as Spam button for form submissions in the current billing cycle will remove the form submission from your log, your reports, and billing.
To help prevent spam, we also suggest adding a reCaptcha to your form.