This is the process of how to check a client's setup for website tracking pool.
Step 1 - Choose their phone numbers & set up callflow
Most clients these days want to choose their own phone numbers. You can get them to log into the portal ad choose their phone numbers while you complete step 2.
The phone numbers need to be chosen to do Step 3 and beyond.
To assign numbers to the pool you will also need to have a callflow created, Work with the client to get this set up before starting Step 3.
Step 2 - Determine their replacement method
To generate website codes for a client, you need to first check their website to see what replacement method they will be able to use.
Here are some common scenarios:
| Scenario | Replacement method to use |
|---|---|
| Client is using two pools but has only one number to replace per pool on the page | Replace by Text |
| Client has a template-built website such as Squarespace | Replace by Text |
| Client has multiple different numbers on their page | Replace by Class |
| Client has numbers in different formats - eg: a combination of international and local formatting) | Replace by Class |
| Client has clickable buttons that do not show the text of the number - eg: "Call Now" | Replace by Class, include href details |
It's important to remember that replace by Text only works if we are replacing a single type of number per page, and this number must be in the same format at EVERY point it appears on the page.
There is no limitation on how many times that number can appear on the page.
For all other scenarios, and for complex websites, we will use replace by Class.
Step 3 - Set up their website tracking pool
Remember - set up their website tracking pools before generating their replacement codes. This is because the Jet Hub portal will require certain class name character restrictions etc, and you may need to update codes again if you make a mistake.
Ensure the client has the product called "Keyword Level Session Tracking" added to their Zuora subscription.
Even if this is added for $0, it must be present to set up dynamic numbers on their account.
Navigate to the Dynamic Number Configuration page.
Select Add Tracking ID in the top right. This will be greyed out if their billing is incorrect.
Use the Assign Numbers option to add their chosen number to the pool (a minimum of 3).
Choose the numbers for their website pool and select the callflow these numbers should be on.
You can now use the Manage Number Replacement option to change their number replacement option.
For a replace by Text setup, you need to add the number in the search key box exactly as this displays on the page.
For a replace by Class setup, you should enter the class name exactly as is.
For the display format, this should be the following:
| Number type | Custom code | Displays like |
| 1300 or 1800 numbers |
12:#### ### ###!c 12:#### ## ## ##!c |
1300 101 310 1300 10 13 10 |
| Local number |
11:## #### ####!c 11:## #### ####!c!a |
02 9146 4606 9146 4606 |
| Mobile number |
11:#### ### ###!c 11:#### ## ## ##!c |
0481 611 538 0481 61 15 38 |
!c = excludes the country code such as +61
!a = excludes the local area code, such as 02
If required, you can also edit the configuration name (this will default to "Website Tracking").
Note - the service name will match the configuration name when set up, but you can change the service name fro the Phone Numbers page at any time without needing to update the configuration name.
Changing the configuration name will also require a change of header code, so ensure you do this before generating the codes in step 4.
Step 4 - Generate their website codes
Using the Header Code Generation page, download their header codes.
If the client needs to use Replace by Class, use this template to generate their class names.
Use the Jet Codes & Implementation Guides macro in Zendesk to send the codes to the client.
Step 5 - Audit
Auditing code (Jet staff version)