Hey @paulhanney - I think what you’re noticing is a limitation of the Facebook API and how we match callers with ad clicks.
Once you connect CallRail and Facebook, what we’re doing is sending every single call that funnels through that CallRail company into Facebook. The primary data point we send is the caller’s phone number. Facebook knows which users saw your ad, and uses every phone number we send over to try and match to a specific person on their platform. The only way they can do that is if the caller also happens to have the same phone number they used to call the CallRail number listed on their personal Facebook profile.
So even though we can attribute the phone call inside of CallRail via our swap code or a source number, if the caller doesn’t list their number on their Facebook profile there is no way for us to match that offline event directly to your ad campaign inside of Facebook.
Two good examples of this in action:
- A caller sees the ad on their personal Facebook profile but places the call on their business line. They have their personal number on their Facebook profile. In this instance, the call would not attribute as a conversion to your campaign inside of Facebook.
- A caller sees the ad on their personal profile and calls your business. They’ve removed their phone number from their Facebook profile for privacy reasons. In this instance, the call would not attribute as a conversion to your campaign inside of Facebook.
So, unfortunately, there are limitations on how the integration works based on the data users are sharing inside of Facebook. We wish there was a workaround at this time, and we’re always looking for other ways to enhance this integration.