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Ringover calls not showing up in Giig?

A quick checklist to work through when your Ringover calls aren't landing on records in Giig

Written by Luke Pitkin

Made the call, checked the record, nothing there? Nine times out of ten it's one of these.

Hey! Luke here, founder of Giig 👋

When a Ringover call doesn't turn up in Giig, it's almost always a small setup thing rather than anything broken. Give it a minute after you hang up first (calls aren't always instant), then work down this list. Start at the top, it goes from most likely to least likely.

1. Is the phone number on the record?

Giig matches calls by phone number, whether you rang them or they rang you. If the number isn't on any candidate or contact, Giig ignores the call, because there's nowhere for it to go.

  • Check the number is saved on the record you expected

  • Check for typos, a missing digit is enough to throw it off

  • If they called from a different number, add it to their record so the next one lands

2. Is your Ringover ID saved in Giig?

If Giig doesn't know your Ringover ID, it doesn't know the call was yours.

  1. In Giig, go to the settings cog, then Integrations, and open Ringover

  2. Check there's a number next to your name in the Ringover ID column

  3. Check it's only the numbers. If it says APIID24322608, change it to 24322608 and click Save Ringover IDs

3. Are the webhooks switched on in Ringover?

  1. In Ringover, go to Developer, then Webhooks

  2. Under Call Event, check Activate webhook is switched on

  3. Check your Giig Webhook URL is in each of these boxes: Calls answered, Calls ended, Missed calls, Voicemail and After-Call Work

Your Webhook URL is at the bottom of the Ringover popup in Giig. Copy it fresh from there and paste it again if in doubt. If a box already has another URL in it (say, for another app), that's fine, just put Giig's on a new line underneath.

💡 Pro tip: calls coming through but tags you add afterwards aren't? It's the After-Call Work box. That's the one that sends Giig anything you change once you've hung up.

4. Is it there, just hiding?

Sometimes the call's there and a filter's hiding it. On the Notes tab, check the filters at the top are on All Users, Show All Categories, Show All Outcomes and Show All Types.

Got a note but no summary? Very short calls only show Call completed. No note created. That's normal, there just wasn't enough said to summarise.

No Ringover button next to a phone number?

If you use the Ringover Chrome extension to call from Giig and the button's missing, check the number starts with a country code, like +44. The extension doesn't pick up numbers saved as 07..., so update the number on the record and refresh the page.

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Need a hand?

Still nothing after all that? Don't sit there refreshing. Email us with the time of the call and the number and we'll dig into it. Look, software's only useful if it actually helps you place people faster, that's the whole point of Giig. I'm not a faceless support team, I'm the guy who built this thing. Email me: support@giighire.com

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