Your law firm may use a main phone number, a separate website number, and a number for tracking advertising calls. You might reasonably expect every Google ad to use the number your marketing provider entered in the advertising account.
That assumption deserves a closer look.
Google allows a separate advertising phone number within your Google Business Profile settings. Depending on the ad and its setup, a prospective client may also see a Google forwarding number. These numbers can serve different purposes while ultimately connecting a caller to the same office.
For lawyers, understanding that arrangement matters for two reasons: making sure prospective clients reach the right intake team and understanding which advertising activity generated a call.
The number on your public profile is only part of the setup
Your Google Business Profile is the business listing that shows details such as your address, phone number, and reviews. Google Ads can use information from that profile through a location asset, an advertising feature that adds business-location information to an ad.
Google’s advanced profile settings documentation identifies a separate field called “Google Ads phone number.” It allows the location asset to use a different number from the one displayed on the public Business Profile.
There is another important detail. Google’s call asset guidance explains that ads featuring specific business locations may direct calls to the numbers associated with those locations rather than the numbers set in call assets. A call asset is the phone-number feature attached to an ad.
Checking one phone-number field therefore may not explain every call route your campaign uses.
Why this can confuse a law firm’s call reports
In an October 16 Sterling Sky video, the speakers describe a problem they encountered when comparing Google Maps advertising calls with third-party call-tracking reports. A call associated with an ad could arrive through a number the tracking system had labeled as a regular Business Profile source.
That is a reason to inspect the configuration, not proof that every disagreement between reports has the same cause.
Consider a fictional criminal defense firm. Its marketing provider uses one tracking number for the public profile and another for advertising. The owner sees a call labeled “Google Business Profile” and assumes the caller came through an unpaid listing.
Before accepting that conclusion, the provider should check which number the relevant ad actually used and how that number was labeled in the tracking service. A label is useful only when it describes the number’s actual use.
The firm should also check whether the call reached the intended intake line. A neatly labeled report is little comfort if the destination belongs to an old office or a former answering service.
An unfamiliar number is not automatically a mistake
Google’s call reporting documentation explains that enabling call reporting assigns a Google forwarding number to an ad. Calls route through that number to the business, allowing Google to record details about the call.
That means a number you do not recognize may be part of the measurement setup rather than an incorrect destination. Ask the person managing the account to identify its purpose and verify where it forwards.
Do not copy a Google forwarding number onto your website or business cards. Google notes in its call reporting guidance that these numbers may change and should not be used outside the supported tracking features.
Ask for a simple map of the phone numbers
You do not need to learn the advertising interface to request a clear explanation. Ask your provider to document:
- The number shown on your public Business Profile.
- The number entered in the profile’s Google Ads phone-number field, if used.
- The numbers associated with relevant location and call assets.
- Any third-party tracking numbers, their source labels, and their forwarding destinations.
- The final office, intake team, or answering service receiving each route.
For a firm with multiple offices, that explanation should identify the specific location connected to each number. Do not assume a working number reaches the correct office.
Have the provider plan a controlled verification rather than repeatedly clicking your own live ads. Keep existing numbers and routing intact until the current setup is understood and any proposed change has been reviewed.
Make sure the call reaches the right place and gets the right credit
A prospective client should be able to call your firm without understanding any of this. Your team, however, should know which number the ad uses, where the call goes, and what the resulting report actually represents.
If those answers are unclear, schedule a detailed review with BSPE Legal Marketing. We can review how your website, Google Business Profile, and advertising phone numbers fit together, helping you identify routing questions and reporting gaps before using those reports to judge your marketing.
via BSPE Legal Marketing https://bsplegalmarketing.com/law-firm-google-ads-phone-numbers/