It has recently been announced that Google will be allowing certain accounts based in the US and Canada to keep track of phone calls from your customers on Google Search and Maps with call history. To help you respond to missed calls and stay engaged with your customers, call history keeps your calls all in one place.
These calls may make it easier for you to connect with customers who found your business through Google. Any calls you get from your Business Profile will start with a short message that lets you know they’re from Google.
How Does Call History Work?
When a customer uses the “Call” button on your Business Profile, their calls show up in the “Calls” tab in Google My Business. From this tab you can find recent calls, missed calls, and more.
Once call history is on, customers connect to you through a forwarding number instead of through the number on your profile. At the start of a call, you’ll get an automated message that says, “Call from Google.”
Turn on call history
- On your computer, sign in to the Google Account you used to sign up for Google My Business.
- To find your Business Profile, search on Google for your exact business name. You can also search for “my business.”
- If needed, to open your Business Profile, select View profile.
- On the “See call history” card, click Get started
Turn on.
Turn off call history
- On your computer, sign in to the Google Account you used to sign up for Google My Business.
- To find your Business Profile, search on Google for your exact business name. You can also search for “my business.”
- If needed, to open your Business Profile, select View profile.
- Click Customers
- Click the 3-dot menu
- Turn off Turn on call history.
About Google forwarding number
On your Business Profile, customers can find your business number. When they use the “Call” button on your profile, their call is forwarded to a unique number to reach you. This number is different from the one on your profile.
The Google forwarding number varies based on the location in which it’s dialed, which includes its area code or prefix number. When possible, the forwarding number shares the same area code or prefix number as your business. Otherwise, a local number in your geographic region is used. If these numbers aren’t available, a toll-free Google forwarding number is used.
Tip: It’s rare that the toll-free number is needed.
Additional information
- Calls are kept for 45 days in the “Calls” tab.
- If you opted in to call history, you can’t turn off the automated message you receive when a customer calls you.
- You can’t track texts in call history. Call history only tracks phone calls. You can text customers with the Messaging feature in the GMB app.
- If a customer call reaches your voicemail, it is categorized as “Answered Calls” in the Calls tab.
Click here for more information.
Further Information
If you’d like to speak to us regarding any of our services, including our online marketing services, please give us a call on 01883 372488 or contact us via Facebook and we’ll be happy to talk you through your options.
