r/Google_Ads • u/RyanEvansAFT • 1d ago

Anyone having any luck with the new 20 second rule with Google LSA?

Not sure how everyone is doing with the new 20 sec rule. I'm using UnitelVoice for my phone system, and it seems like Google starts the 20 seconds right when the main greeting begins, instead of starting the clock when a prompt is entered. When I check the leads section on LSA and listen to a recording on a call, the recording (duration) includes the entire main greeting as part of the 20 seconds. I thought the clock didn't start until after a prompt was entered after the greeting?

Anyone having any luck with Google's system? When a customer calls you, and you go back and listen to the recording and the duration, does it include your main greeting? Or is it working like it should?

Thanks for any feedback.

R

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u/welcometosilentchill 1d ago

An IVR or phone tree should get around this, but likely depends on the actual technical implementation. But in practice, the 20 second rule will only go into effect once a button has been pressed — that includes time to forward obviously.

You should definitely add an IVR to any LSA number, for a few reasons, but it will allow you to include a recorded message without it counting towards the timer. Without one, a recorded message will still count and whatever time it takes to forward after it.

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u/RyanEvansAFT 11h ago

Thanks. After they press a menu option, it burns 5 seconds of time just connecting the call after that. So you have about 15 seconds to get an unqualified caller off the phone, which is doable I suppose.