Frequently asked questions¶
Billing and accounts¶
Why does the client pay Enfonica rather than the agency? : So the agency carries no telephony cost or credit risk and does no rebilling. The client sees exactly what it pays for, and the agency keeps operational control through its linked access. The client gets a 10% discount for signing up through an agency.
Can a client track a second website? : In a Call Tracking account, each website is its own quote and subscription; send the client a new quote. Enterprise accounts create additional tracking sites in the Enfonica Console. See Two kinds of accounts.
Can the client change plan or cancel without the agency? : Yes. The client manages its subscription in the billing portal. See Manage billing and your plan.
Can the client remove the agency? : Yes, by asking Enfonica support. The client keeps its account, numbers and data.
Is there a free trial? : No. Billing starts when the client accepts the quote.
What happens if the client's card fails? : Enfonica retries and emails the billing contact. If payment can't be collected, the subscription is cancelled and the Console offers Restore service once a card is added.
Numbers¶
How many numbers does a website need? : Enough that visitors on the site at the same time don't share a number. Each plan's included numbers suit its traffic band; check pool health after a week. See Size a number pool.
Can we keep the business's existing number? : The number on the website is replaced only for visitors while they browse; callers who already have it still reach the business because it stays the forwarding destination. To bring an existing number into Call Tracking as a tracking number, contact support about porting. See Tracking numbers.
Which number types are available? : Australian local, 1300 and 1800 numbers. Mobile numbers aren't available.
Attribution¶
What shows up in Google Ads, and when? : One conversion per qualifying call, attributed to the click. A call qualifies when its session has a Google click ID, the call was answered and met the minimum duration, and it carries a required label if you set one. Conversions can take up to 24 hours to appear. See Push call conversions to Google Ads.
Why does a call show no attribution? : No session held the number when the call started: the caller dialled a number they saw earlier, a consent tool or ad blocker stopped the script, or the number isn't in a pool. See Why attribution can be missing or ambiguous.
What does the confidence level mean? : How uniquely the call could be linked to one session. It drops when a number is shared between visitors, which is fixed by adding numbers. It isn't affected by missing UTM parameters. See Attribution confidence and reason flags.
Does it work on single-page apps? : Yes, with limits on content that appears late. See Single-page applications.
Are missed calls sent to Google Ads and Google Analytics? : Not by default. Set an integration's minimum call duration to 0 to include them. Missed calls always appear in the call log and reports.
Recording and AI¶
Is call recording legal in Australia? : Yes, when callers are informed. Call Tracking can play a consent message before every call. See Call recording consent in Australia.
How long are recordings kept? : Up to 1 year.
What does AI Call Insights do? : It reads the transcript, applies the labels you define and writes a summary, a few minutes after each recorded call. You can correct labels. See Set up AI Call Insights.
Are recordings or transcripts sent to Google or Meta? : No. Google Ads and Meta Ads receive call metadata, attribution and labels only. Google Analytics 4, HubSpot and Zapier also receive the AI summary.
Agencies¶
Is Call Tracking white-label? : No. It is co-branded: your agency's name appears on quotes and checkout and your logo on sign-in pages and email reports, and Enfonica is visible as the provider.
Can different team members see different clients? : No. A team member's role applies to every client linked to the agency. See Invite and manage team members.