When a listing has Call History enabled, Google adds forwarding numbers behind the click-to-call CTAs on the Knowledge Card allowing attribution, call duration tracking, and organic lead generation. Users can then view Google Calls analytics in Google Business Profile to see how many calls were answered.
From within the Yext platform, users can enable or disable call history for locations on Google to start, or stop, tracking this data. If Call History is toggled on, a business can additionally see a breakdown of the answered vs. missed calls in Google Business Profile.
In order to take advantage of this feature, you must turn on the Summer ‘22 Release: Google Call History (early access) feature in Account Settings.
As per Google’s eligibility guidelines, this feature is currently only available for businesses in the United States and Canada.
To enable or disable Google Call History:
Click Listings in the navigation bar and click Publishers
Click Google Business Profile.
Click on the Configuration tab.
Click Google Call History in the Features section and toggle the setting On or Off.
Thank you for your response! So in a situation where someone hangs up after 2 rings it would count as a missed call even if the client didn’t have time to pick up? I am asking since a client is asking me about this specific situation.
Right - if they miss the call, it will count as a missed call. Note this metric is not posted anywhere externally - it’s just for the business’s own tracking.
I can see the thread above around number of rings etc. but do we have any more detail form Google around how they define what a missed call is? I have had a couple of clients ask for more specific information.
Further to the above, I am wondering what the logic would be in terms of is this links to opening hours? E.g. a missed call at midnight. How would this be counted / tracked?
Can you confirm if this feature is available for all clients globally? A client has sent me the GBP [help article] (Call history in Google Business Profile - Computer - Google Business Profile Help), which states that the feature is only available in the US & Canada, however, this isn’t mentioned anywhere in the release notes.
Hi Team, once we turn on the early access feature will the data be pulled into Yext report builder or is this only visible in Google my Business? Thanks for the insight!
The Summer ‘22 Release: Google Call History (early access) feature only allows Yext users to enable/disable call history in GBP with our toggle. We’re currently working on pulling this call history data into Yext, which will be announced in an upcoming monthly release - stay tuned!