FAQ and support documentation for CallPage


1. Widgets

Most of crucial settings you will find in Widgets tab. Let’s see what can be checked and configured here.


According to your Plan you have limits in CallPage. In Widgets tab you can always see how many available widgets you have and how many of them you have already used.

widgets limit.png

Create new widget

By clicking red button +Create widget you can add new widget to your account. The new window will display and you will need to enter domain address. You can change it easily afterwards.

create widget1.png

On the widgets list you can find such information about widget as:

ID - it is important especially when you need to report any problems with widget.

Domains - if you have implemented widget on more then one domain here is a list of all domains on which your widget is.


Status - widget can be Installed, Uninstalled or Paused. If widget is installed a last URL where widget was loaded is shown.

Last edited - you can see the date of last edition of the widget.

widgets list.png

You can take some quick actions here such as:

Duplicate widget


Delete widget

Edit widget settings

widget actions on the main list.png


General settings 

Here you will find basic information about your widget: status, primary URL which is associated with widget, alias (optional). Here you can also decide if you agree call recordings and analytics data with CallPage

widget general settings.png


Here you can enable receiving email/sms notifications about ordered calls, missed calls, daily and weekly reports, etc. Also you can decide if you want to receive them within working hours only or all the time.

widget notification.png


3. SMS settings

Sender ID 

If you use your own Sender ID  your company name will be the SMS sender ID for customers. If you do not use this option the default sender ID is CallPage. Please note that Sender ID has to include company name only. Neither common names nor numbers will be accepted. Also it should contain only alphanumeric characters. Maximum length - 11 characters.

widget sms1.png

Edit messages

There are four text messages in CallPage:

manager.call-completed - a message with visitor's contact details is sent to the manager after the successful conversation.

user.missed-call-complaint - a message with visitor's contact details is sent to the designated report number when the call is missed.

visitor.call-scheduled - a message reminder sent to the visitor several minutes before a scheduled call.

visitor.dial-completed - a message with manager's contact details is sent to the visitor after the conversation is successfully completed.

You can switch on/off each of those messages. You can also edit the content. Please do not edit phrases such as :name :tel :url - they will be automatically loaded to messages.

widget sms messages.png

4. Call settings

Call direction

You can decide which call direction you prefer:

Manager to client - manager receives a call first. After they answer, the customer's phone is dialled. If they do not answer, the customer is not dialled.

Client to manager - The customer is called first. If they answer, the manager is then dialled. If the customer does not answer up, no managers are called.

call direction.png

Call algorithm

There are 2 available options:

Simultaneously - the system calls all managers simultaneously until the one of them picks up the phone.

In a sequence - the system calls all managers in sequence: with 5-10 seconds delay. After the first manager picks up the call, the queue is ended.

call algorithm.png

Busy mode

If turned On, the app will detect when the manager is talking to a a website visitors via CallPage, and will not route calls to them. 

busy mode.png

Call recording

In CallPage you can record all your calls. You can also switch off this option.

call recording.png

Call time

Time limit for the call to be processed and answered. Minimum is 28 (you can increase it up to 59 seconds).

call time.png

Caller ID 

You can decide what number your client will see during incoming call. There are few options:

CallPage numbers - both - manager and  client will see CallPage number

Managers - each manager receives a call with his own number as a caller ID; customer receives with answered manager's number

Custom number - both manager and customer receives a call with the same custom number as a caller ID

Custom number/Customer - managers receive a call with customer's number as a caller ID; customer receives a call with a specified number as a caller ID

Customer - managers receive a call with customer's number as a caller ID; customer receives with answered manager's number

Please note that if you choose any option other than CallPage numbers you need to verify the number. You can verify number by SMS or a phone call. To do it please go to My team tab and click Verify next to manager.


caller id.png

Press digit mode

This feature has been created to prevent the website visitors to be directed to IVR or answering machines. If turned On, the call is answered by the manager only after any digit (e.g. "1") is pressed.


press digital mode.png

Call attempts on failed

If manager doesn't answer the phone system can generate several calls again. Here you can choose the number of attempts and time interval between those attempts. Please note that this feature involves real-time calls only (not scheduled ones).


calls attemps.png

Voice messages

CallPage offers automatic voice messages to managers and clients. There are the following messages:

manager.start - a greeting message for manager when one picks up the phone

manager.start_manual - a greeting message for manager when one picks up the phone (only applies when Press digit mode enabled)

client.start - a message which informs the client that the call is recorded

client.end_success - a goodbye message for customer when the call finishes successful. Works only with call direction Client to manager

client.end_failed - an apology message for customer when then call failed. Works only with call direction Client to manager

You can also download your own recording in .wav or .mp3 formats up to 10MB with playtime <= 20s.

voice messages.png

5. Advanced

Night mode 

You can display widget after working hours and still gains leads. When the option is ON, widget is shown after working hours so the client can order calls for later. System will automatically generate scheduled call.


night mode.png

Ordering a call for another date 

CallPage pop-up offres two options: "Yes, call me right now" and "No, call me later". However there is a possibility to remove second option from the pop-up. When the option is OFF, client cannot order a phonecall for later. Only quick calls are generated.


call another date.png

Enable scheduling a call without a date

In CallPage usares can order a call for specified date and time. But if this option is enabled, visitors can schedule a call for future date, without providing a specific timeslot. CallPage will not automatically call those numbers.


enable scheduling without a date.png

Show widget on mobile devices 

You can decide whether to show widget on mobile devices.


show widget on mobile devices.png

Sound effects 

Here you can decide whether or not widget will have a sound. The sound appears upon the widget's opening, and captures the user's attention, resulting in higher conversion rate.


sound effects.png

Automatically show button 

Whether to show button automatically after page is loaded. If you want to use your custom button you could disable this option.


automaticlly show button.png

Show button timeout 

You can specify timeout after which button is automatically showed.


show button timeout.png

Custom fields 

This feature enables you to collect extra data about your clients. Having a set of information on your customer during the call is valuable for every call representative. Here you can decide of you want to display Custom fields after a call or before a call

Call forms allow your website forms (html <form> tags) to submit CallPage calls. Whenever your client enters his phone number and submits the form, CallPage widget will request a call.


custom fields.png

6. Manager

Call operators

Call operators are people who answer the calls generated by CallPage system. Call operators receive calls only during their working hours. Here you can set working hours to each of your call operator separately and add call operators to widget. If you previoulsy created user in My team tab now you need to add him to widget. Here in widgets /call operators you can do that clicking on red button +ADD. The new window wil display and will have to select manager , set his working hours (note that there is a possibility to make breaks during working hours using sliders. Also you can automatically set  9:00a.m. - 5:00p.m. for 5 days a week or 24 hours for 7 days a week) and right timezone. After you enter changes please click Save. And it's done - your manager will receive calls through CallPage form now on.

You can edit those settings any time by clicking pencil icon next to manager. You can also remove manager from the widget by clicking the bin icon.

call operators1.png

Departments (Visual IVR)

This feature allows you to group operators into departments (sales, tech, etc.) so visitors can choose the appropriate group for contacting. It is possible to build tree structures.

Click red button +CREATE and the new window will display. You need to enter Label and Abstract name. Label is available option, so it can be for example "London, "Manchester" etc. Abstract name of the field which defines what do user select (one of labels). Eg. Departments are "London", "Manchester", than the name will be "City". Could be set only for the first item in the select list.

You need to create new rule for each label. Please remember to Save changes.


visual iver.png


Days off/Vacations

This feature allows you to plan for days when some operators are unavailable. Also useful for adding national holidays.

All you need to do is select manager, mark specified days on the calendar (chosen days will be marked with red color) and save changes. Calls will be not generated to this manager during chosen days.


days of.png

7. Widget view

View settings

view settings.png

International number format

If this option is enabled, the phone number should be input in international format. e.g. +12564856601


Show calls stats 

You can show stats about number of current operators and callers. May increase conversation rate.

Show countries flags

You can show dropdown with countries codes. Easy to select appropriate country code. Useful for multilingual websites.

Show tooltip 

If you switch on this option the tooltip with call back offer will be shown near the button.

Show operators count 

Show operators count on the top corner of widget. May increase conversation rate.


Click Save after any changes

8. Customize widget view

In this tab you can personalize your widget. There are the following ways to do that:

Edit texts 

Click on any text on widget and type your own text

Widget's state 

There are several widget's views. Choose the one which you want to edit. Widget's views are the following:


Select department - on this view there is the same text which is on Order a callback view. Select department view displays only if you use Departments (Visual IVR) described above.

Order a callback - displays after clicking on callpage phone icon. It gives the possibility to order quick callback in 28 seconds or to schedule a call for another time (within your managers working hours)

Call in progress - displays during a call

Thank you for a call - diplays if user clicks Everything is OK on Call finisched succesfully view

Thank you for a feedback diplays if user clicks It could have been better... on Call finisched succesfully view and then leaves a feedback on Leave a feedback window

Thank you for a scheduled call - displays if user clicks No call me later on Order a callback view and then orders a call on Schedule a call part 2 view

Leave a feedback diplays if user clicks It could have been better... on Call finisched succesfully view

Schedule a call part 1 - displays beyond working hours. Note that this view displays also if your account is on Free plan or your calls limit has been exceeded.

Schedule a call part 2 - displays if user clicks No call me later on Order a callback view or if manager are not available and user decides to order a callback for another time. 

Call finisched succesfully - displays after finished call

Call finisched unsuccesfully - displays of user orders a call but any manager answers the phone

Waiting for a call - diplays if user enters his number and click Yes call me right now on Order a callback view

Custom fields - displays after a call or before a call (described above)


You can choose language of your widget. We offer the following languages:

    • Czech
    • Danish
    • Dutch 
    • English
    • French
    • German
    • Greek
    • Hebrew
    • Hungrian
    • Italian
    • Latvian
    • Norwegian
    • Polish 
    • Portuguese
    • Russian
    • Slovak
    • Slovenian
    • Spanish
    • Swedish
    • Turkish
    • Ukrainian

Color palettes 

You can change your widget's color. There are 5 available colors. To use non-standard color use the HTML color code.

Button position

You can place CallPage button on one of 4 corners of your website. If you need non-standard position please use CSS rules

Add extra CSS rules

To any non-stantard setting use CSS rules. You can learn more here: https://callpage.github.io/documentation-js/#

Edit tooltip

To edit tooltip which displays next to phone icon you need to close the pop-up window in the panel


You can check desktop and mobile preview clicking on small icons on the top if the widget

Custom fields

With Custom fields you can collect names, e-mails, addresses and other information about your visitors. As we said above you can display Custom field before or after a call. Here you can decide what your contact form will include.

Available fields:

  • Button
  • Single checkbox
  • Checklist
  • Date
  • Date & time
  • E-mail
  • Feedback
  • Full name
  • Text paragraph
  • Rating
  • Regular expression
  • Select
  • Single text line
  • Time
  • URL

If you pick any of those fields it will appear in Widget's form section (you can delete a field clicking on a bin icon). If you click particular field form Widget's form the Settings section will appear. In Settings you can edit:

Label - a short name for a field which will help your customers to provide necessary information.

Placeholder - a short hint for visitors to provide data in correct format.

Hint - use hint to provide instructions for visitors on how to submit your form.

Field is required - whether the form can be submitted without specyfiying this field.


After adding new field to Custom field click Save. After editing a field click Done to save changes. 

9. Engagment

Scoring system

scoring system.png

Scoring system has been created to help you to snatch potential customers. Thanks to the system, CallPage widget is displayed only to these people, who seem to be really interested in getting in touch with your company. 

Here are actions for which CallPage scoring system assigns points:

1. "utm-source" parameter [utm-source] 

A UTM code is a simple code that you can attach to a custom URL in order to track a source, medium, or campaign name. Your website visitor receives points for visiting the website via a link that contains “utm-source”.

2. "utm-medium" parameter [utm-medium] 

A UTM code is a simple code that you can attach to a custom URL in order to track a source, medium, or campaign name. Your website visitor receives points for visiting the website via a link which contains “utm-medium”.

3. "utm-term" parameter [utm-term] 

A UTM code is a simple code that you can attach to a custom URL in order to track a source, medium, or campaign name. Your website visitor receives points for visiting the website via a link which contains “utm-term”.

4. "utm-content" parameter [utm-content] 

A UTM code is a simple code that you can attach to a custom URL in order to track a source, medium, or campaign name. Your website visitor receives points for visiting the website via a link which contains “utm-content”.

5. "utm-campaign" parameter [utm-campaign] 

A UTM code is a simple code that you can attach to a custom URL in order to track a source, medium, or campaign name. Your website visitor receives points for visiting the website via a link which contains the name of a given campaign (“utm-campaign”).

6. The user tries to leave the website [exit-intent] 

A person who is visiting your website receives points when he/she tries to leave the website.


7. Scroll offset [scroll-to] 

Scoring system assigns points for scrolling through the website. 
Points can be assigned according to:

a) Pixel value, e.g. 500px
b) Website height percentage, e.g. 70%
c) DOM element. It should be given as ajQuery-style selector https://api.jquery.com/category/selectors/ e.g. body, #my-selector, .my-class:first, etc.

8. Number of page views [page-depth] 

A person who is visiting your website receives points for visiting a defined number of subpages.

9. Device [device-type] 

Scoring system assigns points if the visitor displays your website on certain devices. You can choose between a mobile phone, computer, and tablet. Each device can have a different value. For example, those who visit your website on a mobile phone can get more points than those who visit it on a tablet (or vice versa).

10. Operating system [device-os]

Scoring system assigns points is the website visitor uses/not uses certain operating systems. Possible choices: iOS, Mac OS, Windows, Android, Linux.

11. User visits the website for the first time [new-user] 

Scoring system assigns points for visiting the website for the first time.

12. User has already visited the website [old-user]

Scoring system assigns points if the website visitor has already visited your website in the past.

13. "url-address" [url-address] 

Scoring system assigns points to users who have visited a website which includes/doesn't include, begins/doesn't begin with a certain word of phrase.

14. Page title attribute [page-title]

Scoring system assigns points to users who have visited a website that has a title (HTML tag <title>) which fulfills predefined conditions (it includes/doesn’t include, begins/doesn't begin with, etc.).

15. Interacted with text [text-interaction] 

Your website visitor receives points for interacting with the text (e.g. clicking on something).

16. Used clipboard [copy-event] 

Your website visitor receives points for using Clipboard.

17. Clicks amount [click-times] 

Your website visitor receives points for a certain number of clicks.

18. Clicked on the CallPage button [cp-button-interaction]

Your website visitor receives points for clicking on CallPage button.

19. Spent time [time-on-site]

Scoring system assigns a predefined number of points to your website visitor if he spent a certain amount of time on the website. Time is measured in seconds. 30, 60 or 90 means assigning x points if the user has spent 30, 60, or 90 seconds on the website.

20. Switching to another tab [switch-to-another-tab] 

Your website visitor receives points for switching to another tab. The widget emits a sound when it opens. It’s a good way of attracting the attention of the person who tries to switch to another website.

21. Returning to your tab [return-to-our-tab] 

Your website visitor receives points for returning from another tab to the one in which CallPage is installed. If the user decided to come back, he is probably interested in it. It is a good time to display a pop-up.

22. Idle [idle] 

Your website visitor receives points when does not navigate the website for a certain period of time (the system track the keyboard and mouse). Thanks to this trigger you can display a pop-up to a user who reads something on your website or tries to find something.

23. Geo IP lookup distance [geo-ip-distance] 

Your website visitor receives points for visiting your website from certain locations. The system uses GeoIP lookup to check the location of the person who is visiting the website. Sample localizations: Cracow, Warsaw, etc.

24. Cookie exists [cookie-exists] 

Scoring system assigns points if the website visitor has specificc browser cookie ot not. 


If you create new CallPage account there are always 3 rules already settled:

The user tries to leave the website

User already visited the website

Scroll offset


To edit existing rule click pencil icon. To delete it click bin icon.

If you want to add new rule click red button +CREATE

You can also decide about the order (which rule will apply first). To change order just grab and move the rule, then click the yellow button SAVE ORDER.

Score value

Here you should enter any amount (default value is always 200 points). Afterwards  you assign to each of the rules a given quantity. User has to reach the specific score number (determined in Score value field), so the rule could apply. Therefore it’s like on the exam – to get a pass (pop-up window in that case) it is necessary to exceed a threshold point. 

Trigger popup on mobile devices

You can decide if you want to trigger popup for mobile users. May affect Google Mobile Popups Rules.

Trigger popup more than once per session 

You can also decide if we want the pop-up to be displayed only once or several mes per session

After any changes click Save


Eyecatcher attracts user attention and promotes interaction with your widget. You can choose one of available patterns form our gallery or upload your own image (Max photo size - 10MB. Suggested dimensions less than 300x300px). If you choose image and click Save eyecatcher will display next to phone icon - you can grab and move it. If you want to undo changes click  Clear. To keep changes click Save.

Note that eyecatcher is not available for mobile devices.


10. Instalation

My website

In this tab you will find your widget's code which is suppose to be pasted on your website. Usually it should be placed before the </body> tag, however it depends on the platform. On the right side there are buttons which will redirect you to proper video tutorials about installation.

If you click Set up allowed domains you will be redirected to Trusted domains. 

In this tab you can also:

Preview your widget on a sample page (clicking on the link)

Check installation status (clicking on the red button) - system checks all trusted domains for this widget and looks for CallPage code in the page source. However if the code is embedded into GTM or external JS file, system will be unable to detect it return false result. 

my website.png

Direct link is ready to use and doesn't require adding the CallPage code to your site. By clicking your CallPage link, your customers will be able to call you directly. You can share it on social media, or add it to our mail signature, and let customers contact you directly without having to visit your website.

direct link.png

Trusted domains

CallPage code will only work on domains included in this tab. You can paste CallPage code on more than one domain (depends on your package), but every time you place the code on new domain you need to add new domain in this tab. To add new domain click red button +ADD - the new window will display and you will have to enter your domain's address.

Remember that each subdomain must be added separately (ie. info.site.comshop.site.com). Only exception is that domains site.com and www.site.com are considered equal.

You can delete domain easily by clicking on bin icon.


trusted domains.png

11. Integrations

You can integrate CallPage with apps and services you already use.

Click red button +CREATE - the new window will display and you will be able to choose app from the list. Different details will be required accordingly to integration.

You will find the list of available integrations here: https://www.callpage.io/integrations


widget integration.png

12. Tools

URL’s configuration

You can exclude CallPage widget from some pages within your website. To do it use one of available rules in this tab:


Allow only

then enter page address to empty field and click red button ADD PATTERN

To delete existing rule click bin icon next to it.

url configuration.png

International numbers persmissions

International numbers permissions allow you to specify countries which will be able to receive a call from you. Only selected countries will be available in this widget. Mark those countries from which you want to receive calls and click Save on the bottom of the list.

The full list of countries served by our application is here: https://www.callpage.io/features


international numbers.png


Merge widgets

There can be only one CallPage code on the website. However there is a possibility to place different widgets on different pages within one domain. To do it you need to merge widgets. 

First of all you need to create widgets which you want to place on your website. Let's say you have website in 2 languages: EN and DE. You create 2 widgets (in English and German version. All settings such as managers, office hours, language, color etc. can be different). Then you go to Merge widgets, click +ADD RULE and the new window will display.

You need to provide the following details:

Show widget - here you need to choose widget (e.g. EN)

When subpage - here you need to choose the rule. Let's say all subpages in english version on your website start with /en/ - if so you choose from the list option "starts with"

URL - paste a relative URL on which the widget will be displayed. In this case "/en/"

Click Create to save the rule.


Now you need to create next rule. According to our case:

Show widget - you choose widget again (DE in this case)

When subpage - if all subpages in german version start with /de/ you choose from the list option "starts with"

URL - in this case "/de/"


Of course if you have more widgets and your subpages have different URL's you have to create more rules. But in this case it's enough. Now you need to click GENERATE CODE. The new CallPage code for merged widgets will be generated and you have to paste it to your website. If the code is pasted correctly English widget will display on English subpages and analogously German widget will display on German subpages.


merge widgets.png

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