Questions · asked before buying
The questions people ring to ask.
Eleven of them, grouped by subject and answered in full — including the several where the honest answer is no, or not yet, or not without a person involved.
Getting started
What you have to do
The two things people check before putting a tag on a live site.
Will this change how my phone rings?
No. The tracked number forwards to your existing line, so you answer the same phone in the same way. If our system were ever unreachable, the tag leaves your real number on the page — a tracking script must never cost you a call.
Do I need to change my website?
One line of script in the head, the same as any analytics tag. It finds phone numbers in your page and swaps them, keeping your original formatting so the page looks untouched.
Attribution and keywords
What the record can tell you
Where a call came from, where the ad platforms stop reporting, and how soon any of it is worth reading.
Can you tell me the exact keyword someone searched?
For Google Search campaigns, usually yes. For Performance Max, Shopping, Display and Demand Gen, no — and neither can anyone else, because Google does not report keyword data for those clicks at all. We show you which of your traffic can carry a keyword before you pay for the numbers to track it.
How is this different from just using Google's own call reporting?
Google can tell you a call happened from a Google ad. It cannot tell you the call became a £14,000 order six weeks later, or attribute a call that arrived through organic search, or compare the two. Sending real revenue back is the part that changes what Smart Bidding buys.
How long until it tells me something useful?
Channel and campaign attribution works from the first call, on every paid plan. Data-driven attribution is on Scale, and it also needs volume — around 100 customer journeys and 20 conversions — with Proofbell telling you it is not ready rather than showing you a model fitted on too little data.
Recordings and transcripts
What we keep, and for how long
What is recorded, what is written down from it, and who is allowed to reach either.
Do I get a transcript and a summary?
Yes, on every paid plan — transcription is included from £29 a month rather than sold as an upgrade. With the transcript you get a short summary, the overall tone of the call, the topics that came up and what the caller seemed to want. They are worked out by the same supplier that produces the transcript, from audio it already has, so no further company receives a copy of your calls. What you do not get is a language model reading them: nothing scores an agent, rates a call or applies your own tags, and that is not built rather than coming soon. Transcription stays off until you turn it on for a project, and it is unavailable on an account that has declared it takes special-category calls.
What happens to call recordings?
They are encrypted at rest and stored in the UK/EU. Access is a separate permission from seeing deal values, so an agency can show a client their return without giving them the ability to listen to their customers' calls. Recording is optional per project. The retention period is fixed on Essential and Growth — 30 and 90 days — and settable up to 730 days on Pro and Scale. You can always shorten it.
Answered, not sold
An honest answer to a hard question is worth more to us than a soft answer to an easy one, so the questions here are the ones a competitor would rather you did not ask.
Alerts and integrations
Getting told a call happened
How a call reaches a person, or another system, at the moment it happens rather than in next month's report.
Can it notify my team when a call comes in?
Yes. A rule says what raises the alert — a call answered, a call finished, a call missed — and can be narrowed by talk time, by whether it is that caller's first ever call, and by the marketing channel it came from. Alerts go to email on every paid plan, and to a Slack channel from Growth, where a rule can mention the people who should see it. An alert carries the marketing source, the tracked number and a link into the dashboard; it never carries the recording or the transcript, and it carries the caller's number only if you switch that on. To tell a system rather than a person, a signed webhook does the same job from Growth. On the free tier a rule saves and then waits for ever: with no tracking number, no call can arrive to trigger it.
Data protection
Built to be used compliantly
Where the data lives, who controls it, and what we will sign.
Is this GDPR compliant?
It is built to be used compliantly: UK/EU data storage, encryption at rest, configurable retention, an audit trail of who accessed what, and a strict-consent mode that withholds data from ad platforms until consent is given. You remain the data controller; we act as processor, and we will sign a DPA.
Billing and leaving
What it costs, and how to leave
What you are charged for, and what happens to your data and your numbers if you decide to go.
Am I billed for wrong numbers and hang-ups?
No. Billing is per answered call, and calls under ten seconds or flagged by spam scoring are excluded. Per-minute pricing — which most call tracking uses — charges you most for the long enquiries that are actually worth having.
What if I want to leave?
Cancel from the billing page and you keep access to the end of the period you have paid for. Your data is exportable while your account is open. Recordings and transcripts are kept for 30 days after that and then deleted — we email you the date first. Number porting is not automated: if you need to take a tracked number with you, ask us and we will arrange it with the carrier rather than pretending there is a button. How long that takes is set by the carrier receiving it, so we get you a date in writing rather than guessing at one.
How we answer
Three rules the answers above are written to
The limitations are written like the features
Where something does not work — a keyword Google will not report, a number porting request that needs a person — it is written in the same voice and at the same size as the things that do. A prospect who finds the limitation themselves stops believing the features.
Every plan named here is a gate in the software
When an answer says Growth or Scale, that name corresponds to a refusal the API actually makes, and the way we check is by reading it rather than remembering it. Four claims on this site have been wrong that way, every one of them a claim that used to be true.
Where the data cannot answer, it says so
Every report carries a reconciliation line that has to come to zero, and a model that has not seen enough journeys tells you it is not ready rather than showing you a figure fitted on too little data. We would rather say we do not know.
Still have a question?
Ask it, and a person will answer
The contact form goes to us rather than to a sales sequence, and you get a reply within one working day. If what you want is the detailed instructions — installing the tag, connecting an ad platform, the API — those are in the documentation, in full and without a sign-in.
Free plan · no card · no time limit
Try it before you decide and check the answers yourself.
Free, with no card and no time limit — the tag and your web traffic attributed. A tracking number comes with a paid plan from £29 a month.