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Patient Copilot Help Center

Call Tracking and Missed Call Text Back Through Google Business Profile

Google Business Profile (GBP) allows a business to register two phone numbers, which creates an excellent opportunity for Agencies to track calls generated from Google Business Profile listings while keeping with SEO best practices (i.e.moving the business’ real phone number to the secondary slot has not been found to negatively affect rankings). The Patient Copilot Google Business Profile integration enables you to automatically move your client’s main business number to the secondary slot and add their Patient Copilot number to the first slot.

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When you toggle on GBP Call Tracking, the following happens:

  • If the phone number in GBP is already a Patient Copilot number from the Patient Copilot sub-account, nothing will be changed as the business’s calls are already being tracked in Patient Copilot.
  • If the phone number in GBP is also the forwarding number for any of the Patient Copilot numbers in the Patient Copilot sub-account, Patient Copilot will move the current number to the secondary slot and add the Patient Copilot number in the primary slot.
  • If the phone number in GBP is not the forwarding number for any of the Twilio numbers in the corresponding Patient Copilot sub-account, Patient Copilot will move the current number to the secondary slot, add the Patient Copilot number in the primary slot, and set the current number as the forwarding number for the Patient Copilot number in the Patient Copilot sub-account.

Which Patient Copilot Number to Add to GBP

When you connect a Google Business Profile (GBP) to a location in Patient Copilot, the platform automatically selects a Patient Copilot number to push as the primary phone number in GBP. Here’s how that number is selected: 1. Primary Location Number (Assigned in Phone Numbers tab):

  • If your location has a dedicated phone number assigned under Settings > Phone Numbers, that number will be used as the default tracking number pushed to GBP.
  • This is often the number created during onboarding or manual setup. 2. First Number in the Sub-Account with Call Forwarding Enabled: - If no number is explicitly set as the primary, Patient Copilot selects the first available number that has call forwarding enabled. 3. Fallback to Any Available Number in the Sub-Account: - If no call forwarding is configured, Patient Copilot will pick any available Patient Copilot number in the location. 4. No Number? You’ll Need to Assign One First: - If no number is found in the sub-account, the integration won’t complete. You’ll need to assign or create a number before GBP integration can function.

Real-Life Examples

These examples show exactly what changes in Google Business Profile (GBP), where calls go, how Patient Copilot tracks them, and when missed-call text back can fire.

Example 1: GBP Already Uses Your Patient Copilot (Patient Copilot) number

Scenario: The business’s GBP primary number is already a Patient Copilot number from the connected Patient Copilot sub-account. What Happens When You Toggle GBP Call Tracking ON

  • Nothing changes in GBP (because calls are already going to a tracked number). What It Looks Like in Real Life 1. A customer searches “ABC Dental” on Google and taps Call. 2. The call goes to the Patient Copilot number (tracked in Patient Copilot). 3. If the team answers → call is logged in Patient Copilot. 4. If nobody answers → Missed Call Text Back can automatically text the caller (if enabled in the location settings).

Example 2: GBP primary number is the same as a forwarding number already used by a Patient Copilot number

Scenario: GBP shows the business’s real number (like a landline), and that same number is already set as the forwarding number for one of the Patient Copilot numbers in the Patient Copilot sub-account. What Happens When You Toggle GBP Call Tracking ON - Patient Copilot moves the current GBP number to the secondary slot - Patient Copilot puts the Patient Copilot number in the primary slot What It Looks Like in Real Life 1. Before toggle: GBP primary = (555) 111-2222 (real number). 2. After toggle: GBP primary = Patient Copilot tracking number; GBP secondary = (555) 111-2222. 3. Customer taps Call on Google → call hits the Patient Copilot number (tracked). 4. Patient Copilot forwards the call to (555) 111-2222 (because it was already configured that way). 5. If missed, Missed Call Text Back (if enabled) texts the caller from the Patient Copilot number.