Phone & Call Tracking

The Phone and Call Tracking system is the platform’s built-in VoIP telephony engine with dynamic number tracking for marketing campaigns, interactive voice response (IVR) menus, call recording, whisper messages, and call forwarding. Every call is logged inside the unified conversations inbox alongside SMS, email, and chat messages. For businesses that rely on phone leads, this solves a critical problem: knowing which marketing channels generate calls and giving your team the tools to handle those calls professionally.

What Phone & Call Tracking Does

The LC Phone (Lead Connector) telephony layer powers inbound and outbound calling with full tracking and automation:

Number pools for call tracking: Dynamically swap the phone number displayed on your website based on how a visitor arrived. Each active visitor session gets a unique tracking number. When the visitor calls, the system attributes the call to the correct traffic source, campaign, and search keyword.

Interactive voice response (IVR): Build automated call menus with pre-recorded or text-to-speech prompts that route callers based on keypad input. Configure through the Workflow Builder using triggers like Start IVR, actions like Gather Input on Call, Connect Call, Record Voicemail, and End Call.

Call recording: Enable at the per-number level (Settings > Phone Numbers, click number, enable Call Recording) or per-IVR level (toggle Record Call in the Connect Call action). Recordings are accessible from the Conversations tab on the contact’s record.

Whisper messages: Play short audio prompts only to the person answering the call (not the caller) that identify where the call came from, like “Call from Google Ads” or “Call from your website contact page.”

Call forwarding: Route inbound calls to external phone numbers so calls are answered even when your team is away from the platform. Configure at the phone number level under Settings > Phone Numbers by entering the Forward Calls To number.

Key Configuration Options

Purchase phone numbers: Navigate to Settings > Phone Numbers, click + Add Number, choose local (tied to area code), toll-free (800, 888, 877), or international numbers, select from available options, and confirm purchase. Numbers are immediately active.

Create number pools: Go to Settings > Phone Numbers > Number Pools, click + Add Number Pool, select Visitors Activity as tracking type, choose which visitors to track (All Visitors, PPC Search, Organic Search, or specific sources), set pool size (minimum 4 numbers), enter forwarding number and swapping number (currently displayed on your website), and click Activate Number.

Install tracking snippet: After creating the pool, click the three-dot menu next to your pool, select Number Pool Info, copy the Normal Snippet Code, paste into the Body Tracking Code field under your funnel or website settings, and click Save. For external websites, paste before the closing </body> tag.

Build IVR workflows: Navigate to Automation > Workflows, create workflow, add Start IVR trigger and assign phone number, add Gather Input on Call action to play menu and collect keypad responses, use Match Conditions or If/Else branching to route based on input, add Connect Call actions to transfer to team members, add Record Voicemail for unavailable scenarios, and use End Call to disconnect.

Configure whisper messages: Go to Settings > Phone Numbers > Number Pools, click three-dot menu, select Update Tracking Number, set the Whisper Message content, and save changes.

Power Features

Keyword tracking with Google Ads: Append ?keyword={keyword} to your Google Ads destination URL. The platform displays the keyword in the Call Report under the Keyword column, giving granular insight into which search terms drive phone calls.

Group IDs for multiple campaigns: Assign unique Group IDs to each number pool when running multiple ad campaigns pointing to the same website. The corresponding snippet ensures only the correct pool swaps numbers for that campaign.

Barge and listen: Team leaders can Listen Mode (silently monitor), Whisper Mode (speak to agent without caller hearing), or Barge Mode (join call so both hear you) for live call monitoring and coaching.

Voicemail drop: Outbound calls that go to voicemail allow your team to leave a pre-recorded message with one click using the voicemail drop feature from the dialer interface.

Call reporting: Navigate to Reporting > Call Reporting to view total calls (inbound and outbound), call duration (average and per-call), call source attribution (campaign, keyword, channel), first-time vs. repeat callers, missed call rate, and linked call recordings.

Pro Tips

• Purchase local numbers that match your service area. Callers are more likely to answer and dial local area codes. If you serve multiple regions, buy a local number for each one.
• Always set a whisper message on tracking numbers. It takes two seconds to configure and gives your team instant context on every call.
• Use number pools for every paid campaign. Without call tracking, you cannot accurately measure ROI on campaigns that drive phone calls. Set up a pool for Google Ads, Facebook Ads, and any other paid source.
• Install the tracking snippet on every page, not just landing pages. Visitors navigate your site before calling. If the snippet only runs on one page, you lose tracking when they move to another page.
• Keep your number pool size proportional to traffic. The default minimum is 4 numbers. High-traffic websites may need 8 or more to ensure every concurrent visitor gets a unique tracking number.

Common Questions

How much does each phone number cost?

Each number is billed at the standard rate for your account. For LC Phone users, U.S. local numbers are typically around $1 per month plus per-minute usage. Check Settings > Phone Numbers for current pricing.

Can calls from a number pool ring in the web app or mobile app?

Currently, number pool calls can only forward to an external phone number. Standard (non-pool) phone numbers do support in-app calling.

Can I assign one phone number to multiple IVR workflows?

No. A phone number can only be assigned to one IVR workflow at a time. Use branching logic within a single workflow for different behavior based on hours or campaigns.

What is the minimum number of phone numbers in a pool?

The minimum pool size is 4 numbers. Increase based on your website traffic volume. Higher traffic requires more numbers to ensure accurate visitor-level tracking.

How do I reduce spam calls?

Enable Number Intelligence under your phone number settings. This adds network-level spam signals to call logs and flags likely spam calls. Set up an IVR as a first line of defense, since most robocallers will not press a key to proceed.