Google My Business released a new Beta Feature — Call History
What is it
This feature has been released in beta, means only a few Google My Business profiles will have.
At the moment only a few businesses in the US can avail this option.
According to the official help article, Call History will enable us to keep track of phone calls from your customers on Google Search and Maps. Through your Google My Business account, you should be able to see all calls done by customers, even if you missed them.
How Call History Works
When a customer presses on the “Call” button on your Google My Business Profile, Google will track it using a special forward number and at the start of a call, you’ll get an automated message that says: “Call from Google”. You cannot turn off the automated message you receive when a customer calls you.
The forward number characteristics:
- different phone number than the one on your profile.
- varies based on the location in which it’s dialled, 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.
- can also be that a local number in your geographic region is used
- if these numbers aren’t available, a toll-free Google forwarding number is used.
- the toll-free number will rarely be need
The call details will show up in the “Calls” tab on your Google My Business app (only through the app for now).
This tab shall split/filter calls in “Recent calls”, “Missed calls”, and more, the record will be kept for 45 days.
How to turn On and Off this feature:
Conclusion on this Google My Business Update
Hopefully, “Call History” feature can be rolled out all businesses and in more countries has it can be very useful to track calls and call back customers if you missed a call and keep engaged with your customers.
A few questions remain until is released in full, especially if there will be any costs in maintaining the forward number and for the service. For more updates check my website.
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