Set up your tracking.

Add a site

Setup → Sites → Add site. Enter the domain (e.g. yourbusiness.co.uk). Loop generates a site key and a tracking snippet. One site = one website. If you run several brands or locations, each gets its own site — and your plan sets how many you can have.

Size your number pool

Loop shows a different tracking number to each concurrent visitor, drawn from a pool. Too small a pool and two visitors share a number, blurring attribution. Too large and you’re paying for numbers you don’t use.

A good rule: pool size ≈ your peak concurrent visitors. For most SME sites that’s 5–15 numbers. Loop’s pool recommender (Setup → Numbers) sizes it from your actual traffic once data starts flowing — check back after a week.

Call forwarding & the whisper

Every tracking number forwards to your real line. Set it under Setup → Numbers → Forward to. Callers never know — they dial the number they saw, it rings your phone, you answer normally.

The whisper (recording notice)

Before connecting, Loop can play a short announcement: “This call may be recorded for quality and training purposes.” It is ON by default and we strongly recommend leaving it on — it’s the simplest way to meet your notification obligation as the data controller. You can customise the wording, or disable it if you have another lawful mechanism (see our Terms, §3.2 — the responsibility sits with you).

Departments & scorecards

Departments let Loop grade calls against what actually matters to your business. Create one (e.g. “Bookings”, “Service”, “Sales”) under Setup → Departments, then add the questions a good call should answer — did the operator capture a name? offer an appointment? confirm the address?

Loop’s AI then scores every call against that rubric, so you can see not just how many leads you got but how well they were handled.

Team & client access

Setup → Team invites colleagues. Roles: Admin (full access, billing) and Member (everything except billing).

On Scale and Agency plans you also get client portal logins: a client sees only their own site’s leads and reports, nothing else. Isolation is enforced by the database itself, not just the interface — see Security.

Retention

Setup → Privacy. Loop keeps full lead detail for 12 months by default, then a nightly sweep destroys recordings and transcripts and anonymises personal details — while anonymised statistics are kept forever, so your dashboards and year-on-year trends never break.

You can shorten this to 90 days, or extend to 24 months, 36 months, or up to 7 years for regulated sectors (paid add-ons). Every change is audit-logged.

CRM webhooks

On Multi-Site and above, Setup → Webhooks pushes every scored lead to your CRM in real time as JSON. Add your endpoint URL, and use the Test button to fire a sample payload before you rely on it. Payloads are signed — validate the signature at your end.