Call history in Google My Business

You can use call history to keep track of phone calls from your customers on Google Search and Maps. Your calls are all in one place to help you respond to missed calls and stay engaged with your customers. These calls may make it easier for you to find and do business with customers who found your business through Google. Any calls you get from your Business Profile will start with a short message that lets you know it’s from Google.

Eligibility

Call history in Google My Business (GMB) is currently in beta and only available for a select group of businesses in the US only.

How call history works

When a customer uses the “Call” button on your Business Profile, their calls show up in the “Calls” tab on your Google My Business app. From this tab you can find recent calls, missed calls, and more.

Once call history is on, customers will connect to you through a forwarding number instead of through the number on your profile. At the start of a call, you’ll get an automated message that says, “Call from Google.”

Important: You can only view your call history through the "Calls" tab on your Google My Business app. 

Turn on call history

To turn on call history in Google My Business, follow the steps below:
  1. On your computer, sign in to Google My Business.
    • If you have multiple locations, open the location you'd like to manage.
  2. Tap Home
  3. On the “Preview call history" card, tap Try it out and then Turn on call history.
Important: You can only view your call history through the "Calls" tab on your Google My Business app. 

Turn off call history

  1. On your computer, sign in to Google My Business.
    • If you have multiple locations, open the location you'd like to manage.
  2. In the menu on the left, click Info.
  3. Next to your business phone number, click the pencil icon Edit.  
  4. Uncheck the box next to “See recent calls from customers on Google Search and Maps.”
  5. Click Apply
Tip: If you turned call history off, you can turn it back on in the "Home" tab.

About Google forwarding number

On your Business Profile, customers will see your business number. When they use the “Call” button on your profile, they're forwarded to a unique forwarding number to reach you. This number is different than the one on your profile.

The Google forwarding number varies based on the location in which it’s dialed, which includes its area code or prefix number. When possible, the forwarding number will share the same area code or prefix number as your business. Otherwise, a local number in your geographic region is used. If these numbers aren’t available, a toll-free Google forwarding number is used.

Tip: It's rare that the toll-free number will be needed.

Additional information

  • Calls are kept for 45 days in the “Calls” tab.
  • If you opted in to call history, you cannot turn off the automated message you receive when a customer calls you. 
  • You cannot track texts in call history. Call history only tracks phone calls. You can text customers with the Messaging feature in the GMB app.
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