--- title: CallRail & HubSpot Integration Troubleshooting — 2026-04-05 type: article created: '2026-04-05' updated: '2026-04-05' source_docs: - raw/2025-12-18-quick-bluepoint-chat-callrail-hubspot-109712288.md tags: - bluepoint - callrail - hubspot - ga4 - google-analytics - integration - troubleshooting - wordpress - number-swapping - javascript - meeting layer: 2 client_source: BluepointATM industry_context: b2b-services transferable: false --- # CallRail & HubSpot Integration Troubleshooting — 2026-04-05 ## Overview Internal troubleshooting session between Melissa Cusumano and Mark Hope resolving three active issues for the [[wiki/clients/current/bluepoint/_index|Bluepoint]] account: HubSpot form data visibility confusion, a stalled CallRail→GA4 integration, and broken dynamic number swapping on the website. **Attendees:** Melissa Cusumano, Mark Hope **Duration:** ~35 minutes --- ## Issues & Resolutions ### 1. HubSpot Form Data Visibility **Problem:** The Bluepoint client (Wade) reported that initial form submission data was not visible when opening a new contact record in HubSpot. He believed form fills were not being captured. **Root Cause:** User expectation mismatch. The client was looking at the **Overview** tab, which is a summary panel — not a full activity log. **Resolution:** Form submission data is correctly captured and lives in the **Activity** tab of the contact record. The Activity tab is the chronological record of all interactions: form fills, emails, calls, and page views. The Overview and side columns show contact properties and associated objects (deals, companies), not interaction history. **Verification:** Confirmed by navigating to an existing contact (Tara Lynn) → Activity tab → Form Submission entry was present. **Action:** Melissa will record a Loom walkthrough for the client explaining where to find form data and how HubSpot activity tracking works. > See also: [[wiki/knowledge/hubspot-activity-vs-overview-tab]] *(if created)* --- ### 2. CallRail → GA4 Integration (Pending Status) **Problem:** The CallRail integration with Google Analytics 4 was stuck in **"pending"** status. CallRail flagged that multiple GA4 IDs were detected on the website and asked to validate the correct one. **Root Cause:** Two issues: 1. An incorrect Measurement ID had been entered in CallRail (a `TC9K...` ID instead of the correct one). 2. The GA4 API Secret had not been provided. **Resolution:** 1. **Measurement ID** — Corrected to `G-THF...`, found in GA4 under **Admin → Data Streams → [stream] → Measurement ID**. 2. **API Secret** — Retrieved from GA4 under **Admin → Data Streams → [stream] → Measurement Protocol API Secrets**, then entered into CallRail. **Configuration applied:** - Calls and SMS each set to send as a **single custom event type** - **Event value set to `$1`** per call/SMS — this makes the GA4 "value" field function as a simple lead counter rather than representing actual revenue - Integration status changed to **Active** after saving > To find the API Secret in GA4: Admin → Data Streams → select stream → scroll to "Measurement Protocol API secrets" --- ### 3. CallRail Dynamic Number Swapping **Problem:** The dynamic number swap for the banner phone number (`720-...`) was not working. The site continued to display the original number rather than swapping to a CallRail tracking number. **Diagnosis:** The site was using the **CallRail WordPress plugin** to inject the tracking script. The plugin was identified as unreliable — it was either not loading correctly or conflicting with the site in a way that prevented the swap from functioning. **Resolution:** 1. **Deactivated** the CallRail WordPress plugin (`AB Call Rail Phone Tracking`) 2. **Added the CallRail JavaScript snippet directly** to the site header via a code snippet manager (added as a new snippet named "CallRail", type JavaScript, location: header) 3. Confirmed the snippet ends in `...7856`, matching the account's JS snippet **Verification:** Tested in an incognito window (required because CallRail uses a cookie to avoid re-swapping numbers for returning visitors). Initial test showed a conflict while the plugin was still active; after deactivation, the swap was expected to function correctly once the site cache cleared. **Remaining step:** Mark to clear the site cache to ensure the old cached number is flushed and the new snippet propagates. > **Rule of thumb:** Always use the direct JS snippet rather than the CallRail WordPress plugin. The plugin is unreliable. See [[wiki/knowledge/callrail-number-swapping-best-practices]] *(if created)* --- ## Action Items - [ ] **Melissa** — Record and share Loom with Bluepoint explaining HubSpot Activity tab (form fills, calls, emails all live there, not Overview) - [ ] **Melissa** — Test Bluepoint HubSpot forms; if issues persist, report to Mark - [ ] **Mark** — Clear Bluepoint site cache; verify CallRail number swap in incognito window - [ ] **Team** — Have a team member who has never visited the Bluepoint site test the number swap in incognito at next stand-up --- ## Key Decisions - Event value for CallRail→GA4 calls and SMS set to **$1** (lead counter convention, not revenue) - CallRail WordPress plugin **permanently replaced** with direct JS snippet for this site - All visible phone numbers on the Bluepoint site should eventually route through CallRail numbers to ensure full call attribution (direct-dial numbers bypass tracking entirely) --- ## Context & Notes - CallRail had only been active on the Bluepoint site for ~2 weeks at time of this session; call volume data is limited - The Bluepoint website pool has **4 swap numbers** (303 area code); footer numbers are static and already updated - The `720-...` banner number is the primary swap target; it may also appear on the contact form page - When testing forms or submissions internally, always include the word **"test"** in the subject/message field — Mark's reporting tool filters these out automatically --- ## Related - [[wiki/clients/current/bluepoint/_index|Bluepoint Client Overview]] - [[wiki/knowledge/callrail-ga4-integration-setup]] *(if created)* - [[wiki/knowledge/hubspot-activity-tab-explained]] *(if created)*