Google Ads Recording Calls From Call Extensions
In the US, Google have began recording a “small percentage” of phone calls that are initiated through call-only ads and call extensions.
Calls are being monitored and recorded to improve call quality for users and advertisers, according to Google. On their help page regarding call recording, they have stated that, they are recording calls to ensure a positive call experience. As well as trying to prevent caller spam and business fraud.
How It Works
Recording these calls works when advertisers accept the Call and Messaging Ads Terms in their account settings. A caller will then hear a short message at the beginning of the call. This message informs them that the call will be recorded by Google for quality assurance.
The calls are being evaluated for a number of quality indicators and other factors such as spam and fraud. The calls will also be evaluated against the Google Ads Policies for compliance. If the advertiser is violating any of the Google Ads Policies the associated ad or extension will be disapproved.
Security and Privacy
Advertisers can request exemption from call recording. However, this only applies if they can’t have calls recorded for legal or regulatory reasons. In future, advertisers will have to opt-in to call recording in order to be able to use call-only ad or call extensions.
In summary, call recording is currently only being utilised by Google in the United States. Advertisers or those targeting the US will have to opt into the Call and Messaging Ads Terms, through their account settings. This is if they want to continue to use call-only ads or call extensions. If they don’t accept the terms, they will no longer be able to add new call functions to their ads. The use of data from call recordings is anonymised and not used for any targeting. Also, the recording data will not be available to advertisers in any form. This may have a negative effect on the number of users who call through these functions. Users may choose to type the number outside of Google to prevent being recorded, or they may choose not to call a business at all. Only time will tell how this change is going to effect the use of call-only ads and call extensions in Google advertising.