The Wraptor handbook

Calls — call tracking and missed-call text-back

Not switched on yet. Call tracking is built, but the whole surface stays hidden until Wraptor switches it on. Until then there is no Calls tab on Leads and no Phone & Calls section in Settings: a ?tab=calls link falls back to the lead inbox, and ?section=calls falls back to Shop Settings. Texting is a second switch on top of that — nothing in Wraptor sends a text today, so missed-call text-back stays quiet even once call tracking is on. This page describes what appears when both are enabled.

Who it's for

The owner or manager sets up the number and the text-back message. That card sits in Settings, so it needs the Settings permission.

Anyone who works the lead inbox lives in the call log. The Calls tab sits on the Leads hub and is read with the Marketing permission, deliberately not Settings — the people triaging leads can see who called without being let into your shop configuration.

Where it fits

Most wrap jobs still start with a phone call, and an unanswered call is a lead walking to the next shop on the list. Call tracking closes that hole: calls forward to your real line as always, but every one is logged next to your leads, and a missed call gets an automatic text so the caller knows you saw them. See workflow-map.md.

What already works without it. On the Leads tab, a lead whose contact detail is a phone number renders as a dialable link with a Text action beside it, so you can call or text a lead from your phone while you triage. That is live on every plan today and needs no tracking number. See Marketing.

Overview

A tracking number — a dedicated phone number Wraptor sets up for you; the tab's Set up my number button opens a prefilled email to support@wraptor.app. Put it on your website, Google Business profile, and ads. Calls to it forward straight to your existing shop line; callers notice nothing.
The call log — every call with its status, duration, time, and who called. Callers are matched by phone number against your customers first, then against directory leads routed to or claimed by your shop. A repeat customer shows up by name, linked to their profile.
Missed-call text-back — nobody picks up, so the caller gets an automatic text in your shop's name. One text per caller per day, no matter how many times they retry. Callers with a withheld number are skipped.

Leads → Calls (/leads?tab=calls)

Before a number is on file the tab is an explainer with a Set up my number button. If you hold the Settings permission it also offers Already have a number? Configure it in Settings.

Once a number is saved the tab reads Calls with Your tracking number under the heading and a Call settings link on the right. The log is a table — Caller, Status, Duration, When, Reach back — newest first, showing up to the 200 most recent calls:

Caller — the customer's name, linking to their profile, or the lead's name, linking back to the lead inbox, with the number they dialed from beside it. A caller Wraptor doesn't recognize shows as the number alone.
Status — Answered, Missed, Missed · texted when a text-back went out, or Ringing while the call is still in progress.
Duration — talk time on answered calls, a dash otherwise.
Reach back — Call and Text buttons. They open your own phone's dialer and messaging app. Wraptor does not place the call or send that text, and neither goes out from the tracking number.

With a number saved but no calls yet, the tab says they will show up as soon as someone dials.

Settings → Communications → Phone & Calls (/settings?section=calls)

Tracking number — the number customers dial, provisioned by Wraptor. It is stored in strict international format, and one number can only route to one shop: a number already in use elsewhere is refused when you save.
Forward calls to — where incoming calls ring, your existing phone. Leave it blank and every call is logged as missed.
Missed-call text-back — the switch, on by default. Its helper line reads "Text callers back automatically when nobody picks up. One text per caller per day."
Text-back message — the template, up to 600 characters, shown only while the switch is on. {shop} becomes your shop name, and the line under the box previews exactly what the caller reads. Leave it blank and Wraptor sends its default: "{shop}: sorry we missed your call! Reply here and we'll text you right back, or we'll call you shortly."

Save writes the whole card at once.

Rules worth knowing

A forwarded call rings for 20 seconds. After that the call counts as missed and the text-back path runs. The caller hears it ring the whole time and hears nothing else until someone picks up.
Your phone shows the tracking number, not the caller. Forwarded calls arrive with the tracking number as the caller ID, so you can tell a tracked call from a direct one. The caller's real number is in the log.
A text-back goes out immediately, even inside quiet hours. The caller phoned seconds ago, so an instant reply is expected; a next-morning text would read as spam. Quiet hours still hold Wraptor's other automated messages.
One text-back per caller per 24 hours, across every call they make to you in that window.
The text-back sends from Wraptor's messaging number, not your tracking number. The message leads with your shop's name so the caller knows who it is.
Text-backs are logged. Each one writes a row on Settings → Customer messages → Activity with an SMS channel chip, marked sent or failed — nothing fails silently. The row is labelled Text messages, the same coming soon entry every text type files under until texting ships. See Settings.
Calls to a tracking number no shop owns are rejected and never logged.
A call is only ever recorded once. If the phone network reports the same call twice, Wraptor leaves the finished row alone: no duplicate line in the log, and no second text to that caller.
Neither surface checks your plan. What decides whether you see the Calls tab and the Phone & Calls card is the feature switch, not your tier.
API users — call.completed and call.missed fire once per call, carrying the caller and tracking numbers, the matched customer and lead ids, and the duration on completed calls. See API & Webhooks.

What it deliberately doesn't do (yet)

Call recording and transcription, IVR menus and routing, voicemail boxes, and self-serve number purchase. The tracking number is concierge-provisioned in this version — ask and we set it up. Wraptor also never dials out for you: Call and Text hand off to your own phone. And it does not receive texts: a reply to the text-back does not land anywhere in the app, so treat the text as a holding message and call the person back.

Marketing — the Leads hub the Calls tab sits on, and the lead inbox the log sits beside.
Customers — where a matched caller's profile lives.
Settings — the Communications group, including Customer messages and its Activity timeline.
API & Webhooks — the call.completed and call.missed events.