How do I track calls that came from my Google Business Profile?

Where can I see calls from my Google Business Profile?

Sign in to the Google Account associated with a verified profile. Go to the Business Profile, click Performance, select a time period, and click Apply. Then read Calls. Google says the report shows how customers discover a Business Profile and what they do after finding it. Its scope includes actions from organic search results and Google Ads, so the Calls number belongs to the selected profile and date range, not to a caller list.

Google's performance guide says to add a phone number to track the Calls metric. Only metrics that apply to the business appear, so confirm the profile has a phone number if Calls is absent. The same report includes Website clicks, which counts clicks on the website link. For the wider definitions and report context, see Google Business Profile performance metrics. The Google Maps hub covers the surface where customers find the profile.

What does Google’s Calls metric actually count?

Google defines Calls as clicks on the call button on a Business Profile. It defines Website clicks as clicks on the website link. These are separate actions, so a person who clicks the website link and then calls the number on your website does not belong to the native Calls count merely because the first visit came from the profile.

Google’s Calls number is therefore the right first measure for direct profile-button activity. It is not a count of answered calls, call duration, caller identity, or recorded conversations.

Can I see Google Business Profile call history or caller details?

No. Google says Business Profile chat and call history have not been available since July 31, 2024. Customers can still contact a business through Google Search and Google Maps, and a business can still receive calls from its profile. The profile continues to expose other engagement measures, including web activity and directions requests.

The native report answers “How many times did customers click the profile call button during this date range?” It does not answer “Who called, what number did they dial, or whether the call was answered?” Keep those questions in the business phone system or a call-tracking service.

How do I track a call after someone clicks my profile’s website link?

Tag the website URL on the Business Profile with UTM campaign parameters, then connect that visit to a call-tracking number on the destination site. Google Analytics says UTM parameters are sent to Analytics when a customer clicks the tagged link, and their values appear in the Traffic acquisition report.

Google recommends using utm_source, utm_medium, and utm_campaign together. For a profile website link, one consistent naming pattern could look like this:

https://example.com/contact?utm_source=google&utm_medium=business_profile&utm_campaign=profile_website

Use the same values for every location only when the destination and reporting need are the same. For multiple locations, include a location value in the campaign naming or use the property’s available dimensions so the reports remain distinguishable. Google defines utm_source as the referrer, utm_medium as the marketing medium, and utm_campaign as the campaign identifier. Missing parameters can create (not set) values in reporting.

UTM parameters identify the website visit path. They do not turn a direct click on the profile’s phone button into a website session. A person who clicks the website button first and then calls from the website needs the website path and a call-tracking number to connect those two actions.

Can I put a call-tracking number on my Google Business Profile?

Yes, but the number and its redirects must follow Google’s representation rules. Google says the profile phone number should connect to the individual business location, and it recommends a local number instead of a central call-center helpline when possible. The number must stay under the business’s direct control. Google does not allow a phone number or URL that redirects customers anywhere other than the actual business, including a social media page. Premium numbers are not acceptable.

Google allows one primary phone number plus up to two additional phone numbers. Mobile and landline numbers are allowed; fax numbers are not. That gives a call-tracking setup room to keep the real business number alongside a tracking number.

CallRail documents one implementation that replaces the primary number on a location with a CallRail tracking number and keeps the actual business number as a secondary number. CallRail also warns that a directory service can overwrite the tracking number and stop the integration from tracking calls. If the integration is deactivated or the account closes, CallRail says to remove the tracking number manually so calls do not continue routing to a number that no longer connects to the business.

Which method should I use for each Google Business Profile call path?

Choose the measurement that matches the action you need to explain:

Google’s Business Profile to Google Analytics connection guidance is useful when the reporting question is aggregate. Use the native Calls card for direct profile-button activity, and use a tagged website path when the call starts after a website visit.