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Why does a call show no source, campaign, or keyword?

Call tracking attributes an inbound call to a marketing source only when the caller reached a tracking number that had an active visitor session. Dynamic number insertion swaps the number displayed on a page based on the visitor’s referrer, and the resulting session carries the source, medium, campaign, and keywords values back onto the call. Calls that reach a default or static business number — dialed directly, saved from a previous visit, or coming from an offline source — have no swap session to draw from, so they fall back with those attribution fields empty. This is expected behavior rather than missing data: the call was still captured, but there was no marketing session to attribute it to.

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Why did a call’s recording or transcript appear after the call ended?

Audio recordings, transcriptions, and sentiment are produced by CallRail after a call finishes, so they are not present the moment the call record first syncs. Because of this, a recording or transcript can appear on a sync later than the one that first captured the call. Each daily call refresh re-fetches the most recent days of calls specifically to pick up this late-arriving data, so recordings and transcripts backfill onto existing call records over the following days. For the exact schedule, see the CallRail data reference. Recording links are served through an Adriel proxy and resolved on demand. A given link is short-lived and is regenerated the next time the recording is played, so a link copied out of a widget is not expected to keep working on its own.

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Why can’t call and form-submission metrics appear in the same widget?

Calls and form submissions are stored as separate record types, held in different caches and queried through different views. A widget queries one data type at a time, so a single widget reports either call metrics or form-submission metrics — not both in the same query. To see both alongside each other, place separate widgets on the same dashboard: one built on the calls data type and one on the form-submissions data type.

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How much call history is available after connecting?

Adriel imports up to 90 days of call history when the data source is first connected; because Adriel caches the data, the longer the data source stays connected, the more historical data is stored. Overall, CallRail data is available for up to 2 years from the current date. Records older than two years cannot be fetched from the CallRail API, regardless of how long the data source has been connected.

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Why is one of my call columns missing from a widget?

Call and form-submission columns whose underlying key exceeds 29 characters are dropped during parsing, so a field with a very long underlying name may not appear in the available column list. This happens silently and is not a sync error. If an expected field is missing, check the field list in the CallRail data reference to confirm it is one of the supported columns before treating it as a data problem.

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Common issues

CallRail’s total_calls is defined per unique customer phone number, so calls from the same caller are aggregated into a single count. Adriel follows the CallRail API definition.To count individual call records instead, use the row_count metric.