Welcome to Delacon! We are excited to have you with us. This article is intended to guide you through the main points of our services and to get you started with call tracking. If at any stage you need support, don’t hesitate to contact our team through the “Submit a request” feature in the portal or give us a call on your local contact number and press 3 for Support.
This article will talk you through:
- The Portal
- Getting started with tracking
- Website tracking
- Call extension/Google My Business/offline tracking
- Advanced setup
- Integrate with Google Analytics and Google Ads
- Manage call notifications and set up e-mail template
- Add new users
- Set up Automated reports
- Ordering new numbers
- Additional features (call recording and call feedback)
1. The Portal
With the user credentials given to you in the welcome e-mail, log into the Delacon Portal and familiarise yourself with the layout and features.On the left hand side, you will find the menu bar that quickly lets you access the main functionalities of the portal.
Have a browse and see what each category has to offer. Note, that wherever you see a question mark or symbol, you can find more information about this feature by clicking on it.
In the top-right corner of the portal you will find four fields.
Under Support, you can get in touch with our support team and view any support tickets that you have already submitted.
The MID (Master ID) number is your unique account identifier. Please mention this number when you submit a ticket to support so we can help you straight away. This number also features in the tracking code and ensures that all calls are associated correctly to your account. If you have more than one account with us, you will find a drop-down menu when clicking on the number that lets you switch between accounts.
Under Settings, you can change the password and time zone. Please double-check that the time zone is set to the location that your business operates in. The time zone will determine the date and time of the call in the call log.
When clicking on your Username, you will find two features: to view any logins that have access to your account as well as the ability to create new logins to this account. You will find more information about the logins under point 4.3 of this guide.
If you are on a prepaid contract, we will have added your initial payment to your account. The monthly fee for the numbers and the call charges for each call will be deducted from that balance as they occur. The monthly fees will be charged on the last day of each month for the month ahead. You will need to make sure that enough funds are in your account at all times otherwise your account will be immediately suspended if the balance falls below $0. But before that happens, our system will send alert e-mails to the main user to warn you of any low balance. If you want more people to receive these alerts, let us know and we can add them for you.
You can check the balance by clicking on "Menu" and "Reporting (old)" to get to the old portal. Click on the "Billing" tab and select “Paypal top-up” from the drop-down menu. Here, you can see your current balance and also top-up the account manually. Please note, that you don’t need a Paypal account to top up the Delacon account. The payment is only facilitated by Paypal and there is an option to continue as a guest and use your normal credit card.
To make life easier, you can set up an auto top-up via Paypal. This way, your account will be automatically topped up by a set amount once a low balance threshold has been hit. Please note, that for this feature you do need a Paypal account. You can find this feature under the "Billing" tab as well, select “Paypal top-up” from the drop-down menu and then click on "Enable auto-top".
Alternatively, you can set up a direct debit with us. Please contact our support team for the current direct debit form. This way, we will debit your account with a set amount whenever the low balance threshold is hit. Please note, that direct debit is currently only available for Australian clients.
Further under the billing tab, you will find all invoices issued to you (invoices are issued for each top-up) as well as the monthly statement that lists all charges deducted from your account. Monthly statements are available as PDF or CSV. When you download the invoice as a CSV, you can get a further breakdown of individual charges as well as an aggregate of all charges per CID.
If you are on a post-paid contract, you will receive an invoice at the end of each month. You can let us know all e-mail addresses that this invoice should be sent to.
All monthly statements can be viewed in the new portal under Menu > Billing. Monthly statements are available as PDF or CSV. When you download the invoice as a CSV, you can get a further breakdown of individual charges as well as an aggregate of all charges per CID.
3. Getting started with tracking
The tracking code is the heart of our services. It allows us to collect information on the calls made to your tracking number and provide them to you through our reports. You will need to ensure that the tracking code is deployed to your website, otherwise you won’t be able to collect web session data for your tracked calls.
There are two ways to deploy the tracking code to your website.
- Either manually into the source code of every web page
- Or through a tag manager.
How to deploy the code to your website is explained here.
Call extension, Google My Business (GMB) and offline tracking
If you are using our tracking numbers for offline tracking, you won't need the tracking code. Simply insert the tracking number into wherever you want to use it - eg as a Call extension number, as your GMB number, onto any print media or a marketing e-mail. Ensure, that the number is properly labelled in the portal so that you know where it is used.
Once the code is deployed or the offline number inserted, place a test call to ensure, that the call is transferred to the correct termination number and the call appears in the call log. If there are any issues at this stage, review the setup of the tracking number or let our support team know and we will be happy to review your setup.
You have now completed our basic setup. All further steps are optional and subject to your business needs.
4. Advanced setup
Integrate with Google Analytics (GA) and Google Ads
With Delacon’s advanced call tracking solution, you can also analyse call tracking data in Google Analytics and Google Ads.
For integrating Delacon with Google Analytics, please have a look at this guide. Essential, will be to complete section 3, but you might also want to create a goal (section 1) to easily monitor your calls in GA. Section 2 guides you through the setup of custom dimensions and metrics, which allows for more granular reporting.
To integrate Delacon with Google Ads, please follow the steps of this guide. The integration allows Delacon to pull keyword data from Ads into the Delacon call log and associate them to each call from a google paid source. This data can in return be pushed into GA and from there back to Ads (see "Pass call tracking data from Analytics to Ads") , so you can see which keywords generate the most calls.
You can also upload conversion data into Google Ads directly by following this guide.
If you are using our tracking numbers as Google Call Extensions, you would also need to complete our Call Extension integration on top of the normal Google Ads integration. This guide here takes you through the steps on how to do that.
Manage call notifications and set up the e-mail template
For every call you receive on your tracking numbers we can send out a call notification e-mail to pre-determined e-mail addresses. This way you will know straight away when a call has been received together with information about the call.
There are 3 options for receiving these notifications.
1. Don't receive any call notifications. This is the default setting and can be achieved by simply adding a dummy e-mail address eg. email@example.com into the e-mail field of the respective CID.
2. Receive notifications for all calls
3. Receive notifications only for missed and busy (unanswered) calls
Options 2 and 3, can be achieved by entering a valid e-mail address in the e-mail field and then by setting the toggle to the preferred option. To do that, head into the new portal, click on "Menu" > "Services" > "Edit". Add as many e-mail addresses as you like in the "Notification Email" field and confirm each e-mail by hitting "Enter".
In the same "Edit" menu, on the right hand side, you will find the option to send out notifications for all ("Disable") or missed/busy calls ("Enable"). Set the toggle as needed.
If you opt to receive call notifications, we will start sending out our default e-mail template which contains basic information about the call such as date/time, caller ID and call duration. However, you can fully customise the layout and content of those e-mails to your needs.
Add new users
You can assign more users to your account to help you with managing it or to give individual clients access to their call tracking data.
Below is an overview of our login hierarchy:
Agency logins: This login has full and manage access to one or more accounts. To set up this login, please contact our support team. You can view all agency logins assigned to your account under the "Super Users List" when clicking on the username. This login is ideal for any third-party agencies that might manage the account on your behalf or if you have more than one account with us.
MID login: This login has full and manage access to one account. It will be the main username of the account and this login will receive all account related information (eg top-up alerts and invoices).
CID login: This login can have access to one or several campaigns within one account or the entire account. You can determine whether these logins have read only or manage access. You can set up these logins through the User Configuration tool by clicking on the username in the new portal. Please note, these logins will, by default, have no access to the integrations and billing menu. These logins are therefore ideal, if you are an agency and want to give individual clients access to their data.
Set up Automated reports
Delacon's automated reporting allows you to automatically send the call reports from your account to nominated email addresses on a daily, weekly or monthly basis. This allows you to schedule when you receive your call information to a time that is convenient for your reporting needs.
Ordering new numbers
Delacon’s online ordering tool is an easy and quick way to add new tracking numbers to your Delacon account. Subject to available stock, numbers ordered through the portal will be available instantly.
Alternatively, you can place an order with the Delacon Orders team and we will provision the numbers for you. Simply complete below order template, specify your requirements and send the order to firstname.lastname@example.org. Please allow 1 business day for completing your order request.
[Customer name] hereby requests Delacon Pty Ltd ABN 42074596553 (“Delacon”) to supply to it [quantity] of additional [number type, eg. 1300/1800/local] number/s to Delacon account number [MID number] for use with the Phone Lead Alert product currently utilised by [Customer name]. The additional number/s is/are to terminate to [number/s]. [Customer name] agrees that (a) the charges for the additional number/s specified in this email will be as set out in the Application Form previously signed by [Customer name] and (b) the Terms and Conditions applying to the additional number/s will be as set out in the Application Form previously signed by [Customer name].
Quantity of numbers in this order to have call recording enabled:
Quantity of numbers in this order to have call feedback enabled:
Quantity of numbers in this order to be “rolling numbers”:
Please note that billing for new services will commence on order completion
Delacon offers additional features such as Call Recording and the Call Feedback Survey that can support your objectives in call tracking. Contact our support team to get these features enabled or if you wish to make any customisations.