Google Business Profile call tracking helps you see which calls come from your Google listing. When you enable it, Thryv adds a call tracking number as the primary phone number on your Google Business Profile and moves your original business number to the additional phone number field.
This change affects your Google listing only. Your business phone number stays the same everywhere else in Thryv.
Table of Contents
- Before You Begin
- What Happens to Your Business Phone Number
- Enable Call Tracking in Legacy Marketing Center
- Enable Call Tracking in 2.0/TGP
- What Happens During Setup
- View Calls from Your Google Business Profile
- Turn Off Call Tracking
- Remove Call Tracking Before Canceling Your Product
- Frequently Asked Questions
Before You Begin
Google Business Profile call tracking is available for the following plans when the feature is enabled for your account:
| Experience | Eligible plans |
|---|---|
| Legacy Marketing Center | Marketing Center Plus and Professional with enhanced listings |
| 2.0/Thryv Growth Platform (TGP) | Marketing Center Free Trial and Signature |
The feature supports accounts in the United States, Canada, Australia, and New Zealand. Marketing Center Starter accounts are not eligible.
Before enabling call tracking:
- Make sure your Google Business Profile is connected to Thryv.
- Complete Google verification if your profile is not already verified.
- Review the warning about changing the primary phone number on your Google listing.
A Google Business Profile that is already verified still needs to be connected to Thryv.
What Happens to Your Business Phone Number
Enabling and disabling call tracking changes the phone numbers on your Google Business Profile.
| Action | What happens on your Google listing |
|---|---|
| Enable call tracking | The tracking number becomes primary. Your original business number becomes an additional number. |
| Disable call tracking | The tracking number is removed. Your original business number is restored as the only primary number. |
| Enable call tracking again | Thryv assigns a new tracking number. Your previous tracking number is not reused. |
Both enabling and disabling call tracking change the primary number on Google. Before continuing, Thryv displays this warning:
This may trigger Google reverification. Thryv isn't responsible for these changes.
Enable Call Tracking in Legacy Marketing Center
Legacy customers can enable call tracking from the setup banner or from Manage My Listings.
Option 1: Use the Setup Banner
- Open Listings Management.
- Find the Set up your listings banner.
- Complete any remaining setup steps:
- Publish your listings to 10+ directories
- Connect your Google Business Profile
- Verify your Google Business Profile
- In the Enable call tracking step, select Enable.
- Review the Adding call tracking number warning. Select Yes, enable to add the number, or Cancel to keep your current setup.
The confirmation explains that adding a tracking number replaces the primary business phone number on your Google listing so calls can be tracked. It also displays:
This may trigger Google reverification. Thryv isn't responsible for these changes.
Thryv then begins setting up your tracking number.
Option 2: Use Manage My Listings
- Open Manage My Listings in Listings Management.
- Locate the Google Call Tracking Number card alongside the other Enhanced Profile cards.
- Turn on the call tracking toggle.
- Review the Adding call tracking number warning.
- Select Yes, enable to add the number, or Cancel to keep your current setup.
The same Google reverification warning appears when you enable call tracking from this card.
Enable Call Tracking in 2.0/TGP
Customers using 2.0/TGP can enable call tracking from the setup banner or the Manage Call Tracking page.
Option 1: Use the Setup Banner
- Open Listings Management.
- After your listings are published, find the Set up call tracking banner.
- Complete the Connect your Google Business Profile and Verify your Google Business Profile steps if needed.
- In the Enable call tracking step, select Enable.
- Review the Adding call tracking number warning. Select Yes, enable to add the number, or Cancel to keep your current setup.
The confirmation explains that the tracking number will replace the primary business number on your Google listing. It also displays:
This may trigger Google reverification. Thryv isn't responsible for these changes.
Thryv then begins setting up your tracking number.
Option 2: Use Manage Call Tracking
- Open Listings Management.
- Open the three-dot menu on your Google listing and select Manage Call Tracking.
- On the Google Business Profile card, turn on the call tracking toggle.
- Review the Adding call tracking number warning.
- Select Yes, enable to add the number, or Cancel to keep your current setup.
The same Google reverification warning appears when you enable call tracking from this card.
What Happens During Setup
Thryv creates your tracking number automatically. If an attempt fails, Thryv retries automatically up to five times. This usually takes less than five minutes.
While Setup Is in Progress
The banner displays:
Setting up your call tracking number. No action is needed from you. This usually takes a few minutes.
You do not need to retry or contact Support while setup is running. This banner cannot be dismissed.
If Setup Cannot Be Completed
If all five attempts fail, Thryv automatically creates a support ticket. The banner displays:
We couldn’t set up your call tracking number. A support ticket has been created.
A Support phone number appears with the message.
The banner is the only notification that a ticket has been created. You will not receive a separate ticket-creation email or other notification.
Thryv continues retrying automatically once a day for 30 days. If setup is still unsuccessful after that period, the support-ticket banner remains on the page.
You do not need to retry or create another ticket. If you want to follow up, call the Support number shown in the banner. This banner cannot be dismissed.
When Setup Succeeds
The banner displays:
Call tracking is ready. Your call tracking number has been created. You can now see which calls come from your Google listing.
Select View settings to review your call tracking settings. You can dismiss the success banner.
View Calls from Your Google Business Profile
Calls attributed to your Google listing appear with the source Google Business Profile.
| Experience | Where to view calls |
|---|---|
| Legacy Marketing Center | On the Overview page, in Most Recent Leads and My Metrics, including Calls and Total Leads |
| 2.0/TGP | On the Dashboard page, in Most Recent Leads and My Metrics |
| Both experiences | In Analytics → Google Business Profile → Call Activity |
The Call Activity section on the Google Business Profile tab updates every 24 hours.
Turn Off Call Tracking
Turning off call tracking removes the tracking number from your Google listing and restores your original business number as the only primary number.
Legacy Marketing Center
- Open Manage My Listings in Listings Management.
- Locate the Google Call Tracking Number card.
- Turn off the call tracking toggle.
- Review the Remove call tracking number confirmation.
- Select Yes, remove to turn off call tracking, or Cancel to keep it enabled.
2.0/TGP
- Open Listings Management.
- Open the three-dot menu on your Google listing.
- Select Manage Call Tracking.
- On the Google Business Profile card, turn off the call tracking toggle.
- Review the Remove call tracking number confirmation.
- Select Yes, remove to turn off call tracking, or Cancel to keep it enabled.
Review the Removal Warning
The confirmation explains:
Removing your call tracking number will stop call tracking and restore your original business phone number as the primary number on your Google listing.
It also displays:
This may trigger Google reverification. Thryv isn't responsible for these changes.
If you enable call tracking again later, Thryv assigns a new tracking number and displays the enabling warning again.
Remove Call Tracking Before Canceling Your Product
We recommend turning off Google Business Profile call tracking before canceling the Thryv product that includes it. Follow the removal steps above to restore your original business number on Google.
If call tracking is still enabled when you cancel, Thryv removes the Google Business Profile tracking number 30 days after cancellation. When Thryv removes it, your original business number is restored as the only primary number on your Google listing.
If you need to update the number directly through Google Business Profile, remove the tracking number and set your original business number as primary.
Frequently Asked Questions
Does call tracking change my business number everywhere in Thryv?
No. It changes the phone number on your Google Business Profile only. Your business phone number stays the same elsewhere in Thryv.
What happens to my original business number?
While call tracking is enabled, your original number remains on your Google listing as an additional number. When call tracking is disabled, it is restored as the only primary number.
Will I get the same tracking number if I turn call tracking off and back on?
No. Thryv assigns a new tracking number each time you enable call tracking again.
Can I refresh or change my tracking number?
No. Refreshing the tracking number is not supported because frequent number changes can trigger Google’s verification process.
Can enabling or disabling call tracking affect Google verification?
Yes. Both actions change the primary phone number on your Google listing and may trigger Google reverification.
Changes to your listing may also result in a temporary listing suspension. This is additional context; it is not part of the warning displayed in the confirmation windows.
The warning in both confirmation windows reads:
This may trigger Google reverification. Thryv isn't responsible for these changes.
What is the difference between connecting and verifying my Google Business Profile?
Connecting links your Google Business Profile to Thryv.
Verifying completes Google’s process for confirming the business. If your profile is already verified with Google, you still need to connect it to Thryv.
Why does my setup banner have three steps instead of four?
The Legacy banner is called Set up your listings and includes four steps:
- Publish your listings to 10+ directories.
- Connect your Google Business Profile.
- Verify your Google Business Profile.
- Enable call tracking.
The 2.0/TGP banner is called Set up call tracking and appears after listings are published. It includes three steps:
- Connect your Google Business Profile.
- Verify your Google Business Profile.
- Enable call tracking.
Do I need to retry if setup fails?
No. Thryv retries automatically and creates a support ticket if the initial attempts fail. Follow the status shown in the banner. To follow up, call the Support number displayed there.
Will I receive an email when a setup support ticket is created?
No. The support-ticket banner is the only notification for this release.
Why aren’t my latest calls showing in Call Activity?
The Call Activity section under Analytics → Google Business Profile updates every 24 hours.
What happens to the tracking number if I cancel?
Thryv removes it 30 days after cancellation and restores your original business number as the only primary number on Google. We recommend turning off call tracking before canceling.
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