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Capturing Leads via Phone Calls

LeadCenter can capture and attribute inbound phone calls using virtual phone numbers. Each number can be connected to a marketing Source, so calls from campaigns like Google Ads, Facebook Ads, seminars, radio, TV, or direct mail can be tracked back to the campaign that generated them.

* Related page: phone numbers page.

How Phone Call Capture Works

1. You acquire or configure a LeadCenter virtual phone number.
2. You assign that number to a marketing Source.
3. You use the number in your campaign.
4. When someone calls the number, LeadCenter logs the call and attributes it to the connected Source.
5. The call can be reviewed from the contact record and call reporting areas.

The Medium for inbound calls is set based on the phone capture method.

Set Up a Virtual Phone Number

1. Go to Phone numbers.
2. Acquire or configure the virtual number you want to use.
3. Assign the number to the correct marketing Source.
4. Set where inbound calls should be forwarded, such as your office phone or cell phone.
5. Save the number settings.

Use one number per campaign or channel when you need clean attribution.

Use the Number in Your Campaign

Place the virtual number anywhere you want to track calls from:

• Google Ads call extensions
• Facebook or Instagram ads
• Radio or TV ads
• Direct mail
• Seminar invitations
• Landing pages
• Billboards or print ads

What Happens When a Call Comes In

• The call is received on the LeadCenter virtual number.
• LeadCenter forwards the call to the destination number you configured.
• The call is logged in LeadCenter.
• The call is attributed to the Source assigned to the virtual number.
• If the caller matches an existing contact, the call appears in that contact’s communication history.

Control Contact Creation for Unmatched Calls

Each virtual number can control whether an incoming call from a phone number that does not match an existing contact creates a new contact.

1. Go to Settings → Phones and Texts → Phone numbers.
2. Open Actions for the virtual number and choose Phone settings.
3. Turn Create lead for non matching phone numbers for calls on or off.
4. Click Save.

When the setting is off, calls from unknown numbers still ring and are stored, but LeadCenter does not create a new contact.

• Calls that match an existing contact are always attached to that contact.
• If a contact is created later with the same phone number, previously unmatched call history is automatically linked to the contact.
• The setting is on by default and applies only to the selected virtual number.
• The call and text settings are independent.

Outbound Calls and Click-to-Call

You can also call contacts directly from LeadCenter using Click-to-Call. This lets your team place outbound calls from the contact record without needing a separate phone system for basic outbound calling.

To open the dialer, open a contact and click the green Click-to-Call button near the contact Actions menu.

Call Recording and Transcriptions

Call recording and transcription settings are managed separately. To learn how to enable or configure them, see the Call Recording and Transcriptions article.

Call Reports

Use these reports to monitor inbound and outbound call performance:

• Engagements Report
• Calls Export Report
• Outbound Calls Report

Best Practices

• Use dedicated numbers for major campaigns. This gives you cleaner attribution.
• Keep the forwarding number updated. Calls should always route to the right office or team member.
• Test each number before launching a campaign. Confirm the call routes correctly and appears in LeadCenter.
• Review call reports regularly. Compare call volume and outcomes by Source.
• Link call capture to follow-up workflows where appropriate.

FAQs

Can I use one phone number for multiple campaigns?

You can, but it makes attribution less precise. Use separate numbers when you need campaign-level reporting.

Can LeadCenter forward calls to my office phone?

Yes. Configure the forwarding destination on the phone number settings page.

Where do I review calls?

You can review calls from the contact record and related call reports.

Where do I configure call recordings?

Use the Call Recording and Transcriptions article for recording and transcription setup.

Related Articles

• Calls Dashboard
• Call Recording and Transcriptions
• Marketing Sources and Channels
• Marketing Mediums