This guide explains how to set up location-based service checks using ZIP codes. By configuring these settings, you define exactly where your services are available and ensure your agents can accurately validate customer locations.
Validating service availability
To control where services are offered, you must configure the project_attributes_products_and_services_served_zip_codes attribute. This setting uses a JSON array to define authorized areas.
When an agent interacts with a customer, it references this list to confirm if the customer is within a supported area.
🗒️ NOTE
This attribute is hidden by default. To show it, toggle on Show Hidden on the Attributes page within the Builder.
Supported matching formats
You can define service areas using three methods. Matching is case-insensitive and ignores spaces, supporting international formats like UK and Canadian postal codes.
Explicit lists: Enter specific ZIP codes individually.
Ranges: Use a hyphen to denote a range (e.g.,
"94301-94309"). This is supported only for numeric ZIP codes.Wildcards: Use an asterisk
*to match patterns (e.g.,"950**"or"SW1A*").
⚠️ CAUTION
Alphanumeric ranges are not supported. Use wildcards or explicit lists for non-numeric postal codes.
Example configuration
The following JSON array demonstrates how to combine explicit lists, ranges, and wildcards:
["94020", "94201", "94301-94309", "950**", "SW1A*"]
Optimizing validation performance
If your service area includes a large number of ZIP codes (15 or more), you should enable background validation to prevent processing delays.
To do this, enable the project_attributes_setting_products_and_services_background_check_location_enabled setting. This ensures validation runs in the background, improving the speed and accuracy of service availability checks during customer interactions.
Troubleshooting validation
If your agent is not correctly validating locations:
Check that your JSON syntax is correct.
Ensure you are not using range syntax for alphanumeric postal codes.
If you have many ZIP codes, verify that the background check setting is enabled.