Ensure that the required permissions have
been assigned to you via NewStore Omnichannel Manager.
Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.
To use images via MMS in your communication in US or Canada stores, ensure that you whitelist the NewStore
S3 bucket domain used for fetching images in clienteling chat conversations:
newstore-conversation-images-*.s3.amazonaws.com.
To use clienteling in general, ensure that the domain clienteling.c.p.newstore.net is also set up.
Associate App is available in English, Catalan, Chinese, Czech, Danish, Dutch,
French, German, Italian, Japanese, Korean, Polish, Spanish, and Swedish.
To change the language, change your iPhone's language:
Tap Settings > General > Language & Region >iPhone Language.
Choose a language. If the language you selected is supported by
NewStore, the app will use it.
note
The formatting of dates and numbers depends on the combination of language and region.
To display them in your local format, ensure both are configured appropriately.
Refer to (RFC 5646)[https://www.ietf.org/rfc/rfc5646.txt] for a list of valid combinations.
and tap Search to
find the customer you want to offer clienteling support to.
Tap Message.
In the message screen within NewStore Associate App, type an
introductory message for the customer, and tap Send.
Tap Send Request. The message is sent to the customer, with a
template containing the options for the customer to start a
conversation or opt out of clienteling.
Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.
To update the default opt-in message set up for your business, See Managing clienteling .
If the customer responds to your message, you can start the conversation.
Important
Sending messages via NewStore Associate App is disabled if the customer opts out of the conversation.
Once a customer opts in to receive clienteling messages, you can start
sending or receiving messages via NewStore Associate App.
Currently you can send customized messages, built from quick reply
templates in the app, with links to products you want to recommend to
the customer, and images that are present in the image gallery of the phone.
To select an image to send, tap
and then tap
.
From the image gallery, tap to select the image you want to send.
When the image has been successfully loaded, a preview is displayed and the Send button is enabled.
Tap
to send the image.
Important
Currently, images can only be sent in the United States, Canada, and Australia.
Supported from
This feature is supported from Associate App v1.47.0 and later.
To select a quick reply template, in the
chat screen, tap
and then tap
.
Currently, NewStore only supports quick reply templates in
English, even if you have switched to a different language in
NewStore Associate App.
Important
You can only send text and links in the message via quick reply templates. Rich media is not supported.
Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.
To view messages that you have sent to a customer via NewStore Associate
App, tap
> Chat >
My Inbox.
As a store manager, to view messages that associates in the store have
sent to customers, tap
>
Chat > Store Inbox.
Important
As a specific phone number assigned to the store is used for
clienteling, only the associates assigned to the same store can view
clienteling messages for the store.
As an associate, use Store Inbox to respond to customers with whom
other associates in the store have started a conversation. For example,
when an associate is not in the store, but a customer has asked about
the availability of an item, respond to the customer via NewStore
Associate App to avoid delays.
If there are unread messages in any of the inboxes, you are notified via
a bubble on Chat or a banner at the top of the screen when you log
into NewStore Associate App.
NewStore auto-archives clienteling messages to prioritize the most
relevant conversations with customers via NewStore Associate App.
Clienteling messages are auto-archived based on the following
conditions:
No clienteling activity with the customer for 4 months.
Campaigns allow NewStore Omnichannel Manager users to coordinate Clienteling outreach with associates for company initiatives. Whether
you are organizing a large marketing effort for a product launch or a push to re-engage specific segments, Campaigns will provide you
the flexibility to reach customers who matter most to your business.
Campaigns allow you to import customer lists from an outside source (CRM/CDP) and then assign customers to specific stores for Clienteling
outreach. This approach provides associates with targeted, actionable data to drive customer interactions that align with your business
objectives, all within the Associate App.
Campaigns can span multiple stores and include thousands of customers, representing a broader brand-wide communication initiative. However,
within a campaign, individual stores only need access to relevant, actionable data. This is called an Outreach List, a subset of customers
that a specific store is responsible for and appears in the Associate App for customer engagement.
Each store within a Campaign sees only its own Outreach List. However, Omnichannel Manager users can access and manage the complete
campaign view in Omnichannel Manager.
When you upload your CSV to create a Campaign, it automatically organizes the content into an Outreach List for each store.
This ensures that only the designated customers are shown to each store for outreach.
An Outreach List assigned to a store appears in the Associate App Clienteling interface, and communication with customers is visible to
all store associates to ensure proper handling of the list.
Outreach list examples:
Holidays 2024 Campaign: You want to run a campaign across your stores to reach a specific customer segment, informing them about new
releases and deals as the holiday season approaches. You can provide content to help associates get started, but they can
also personalize their clienteling outreach based on their knowledge and relationships with individual customers.
Re-Engagement Campaign: You have defined a segment in your CRM that represents a high-opportunity set of customers who have fallen out of
touch and want to re-engage. You can re-engage these customers through highly personalized clienteling messages, owned by associates at the
stores they regularly visited.
note
Only Omnichannel Manager roles with the Manage Clienteling permission can view and interact with the Campaigns and Outreach List views in Omnichannel Manager.
A Campaign across stores requires one CSV upload including the stores and customers you would like. The system automatically
divides the CSV into individual Outreach Lists and assigns them to the corresponding stores.
In the Omnichannel Manager menu, go to Customers > Campaigns.
Click Create Campaign at the top right of the screen.
Give your Campaign a name, select the local CSV file and upload.
The CSV file used to create the campaign must follow specific formatting rules to be processed correctly. To help with this process,
an example file is available in the Create a Campaign screen for you to get started.
Points to note:
The CSV must contain only two columns of data.
The first column must have an exact header of “customer email“
The second column must have an exact header of “store id“
Customer emails must be valid. These will be checked and the system will inform if emails could not be found or were invalid.
Store Id must be valid. These will not be checked and the system will assign customers to invalid stores if incorrect Ids are provided.
More information on Campaign statuses is available below.
After a Campaign has been created it appears in the Campaigns list.
Each Campaign you create includes a CSV file status and campaign enable/disable details.
CSV file status:
Processing: The CSV file has been uploaded and is being analyzed and split into the specific Outreach Lists.
Successful: The Campaign and the associated Outreach Lists have been processed and are ready to be enabled.
Failed: The uploaded file had format issues that prevented the successful completion of the Campaign creation. In this case,
click the Failed status to view more details about the error.
Partially Successful: The Campaign and its Outreach Lists were created, but some emails contained invalid characters or were not
found in the system. Instead of failing the entire process, we provide details about the emails that failed, resulting in a partial success.
Campaign enabled/disabled status:
Each Campaign created will start as disabled. This is to allow you to verify that the Campaign and its Outreach Lists were created as
expected and then enable them. This also allows you to set up future Campaigns in the system, so they are ready to be enabled with a
single click when needed.
When a Campaign is disabled its Outreach Lists will not be visible in the Associate App for any store.
You can have multiple Campaigns in an Enabled or Disabled state at a time. You can keep old Campaigns here as a historical archive, or you
can delete them using the delete icon on the right side of the table.
Select any specific Campaign to view more details.
In the details screen, the specific stores included in the Campaign are listed. When the Campaign is enabled, each store will see its
own Outreach List in the Associate App, which includes the subset of customers they are responsible for, as defined in the original CSV.
For a Campaign with a Partially Successful status, click the purple status icon near the top of the screen to view the emails with issues.
This feature is supported from Associate App v1.60.0 and later.
Tap the Chat icon in the Associate App home screen.
Select Outreach Lists at the top of the screen.
note
Only Outreach Lists for enabled Campaigns are visible.
Select the corresponding Outreach List.
Select a customer to start clienteling.
When an associate begins a conversation with a customer from the Outreach List, that customer will also appear under the associates
personal My Inbox Clienteling tab for associates to track and follow up on the conversation.
The contents of a Campaign (customers, stores, Outreach Lists) cannot currently be modified once launched. To make a change,
delete the Campaign and upload a new CSV.
If a specific store is not seeing an expected Outreach List:
Check that the corresponding Campaign is enabled
Verify that the Store Id listed in the Campaign matches the correct ID. An incorrect ID could assign an Outreach List to a nonexistent store.
The following features are not available with remote carts:
Converting a regular shopping cart into a remote cart
Specifying the orders completed via remote carts as remote orders
in NewStore Omnichannel Manager.
Allowing customers to view or update their shipping addresses and
shipping options
Manager approval is not applied to remote carts initiated via clienteling sessions. Manager approval is generally applied to the selection of payment methods during checkout, and associates **cannot** select a payment method when completing a transaction via clienteling sessions.
Any other standard transactions that have not been initiated via clienteling will continue to
use manager approval rules, but these rules are not enforced for clienteling transactions.
Associates can view, create, update, save, and remove remote carts in
Associate App. They can also verify if customers have made
payments for the items in the remote cart.
It's in the store to sell: The customer is in the store and so
is the item and the customer will get the item once checkout is
complete.
Ship it to the customer: The item is not in the store and must
be shipped to the customer. This the option you use for
endless-aisle items.
Repeat these steps for all the items you want to add.
(Optional) To remove an item from the remote cart, swipe left on the
item and tap Remove.
Tap More.
Tap Add delivery and select the delivery address.
Select a shipping option according to the customer's choice. Now the
remote cart is ready to be shared with the customer.
Tap Share at the bottom of the remote cart screen.
The chat screen appears with a pre-defined link for the remote cart
in the message field.
Tap Send to share the pre-defined link with the customer.
The customer receives a message with the link to the remote cart,
which also notifies them that the items are ready to be paid for.
Once the payment has been made and the associate is notified via
NewStore Associate App, all items in the remote cart are removed.
Important
The link to the remote cart is unique for every customer. The link
is only valid till midnight of the same day, based on the timezone
of the store's location.
When associates share a link to the remote cart with a customer, it
takes them to the cart screen.
The cart screen shows a summary of items in the remote cart along with
their prices. The customer can reply to the associate to make any
changes or proceed to make a payment.
When the customer makes a payment for items in the remote cart,
associates will see a message in the chat screen that the customer has
made a payment via remote checkout link.
A sales receipt is sent to the customer via NewStore Associate App
immediately after payment, and the remote cart along with its items is
removed from the customer's chat screen.
Important
When working with remote carts as part of clienteling transactions, changes to the cart will be reflected in the underlying payment link. If the store associate makes a change to the cart (by adding or removing items) the cart page should be re-shared with the customer. This will also update the associated payment link so that it reflects changes in the total cart value.
Associates can save the remote cart and resume updating it until
midnight of the same day, based on the timezone of the store's location.
To save the remote cart, tap Save on the cart screen after adding
items to the remote cart.
note
All items in saved remote carts are cleared after midnight each day,
to avoid the risk of incorrect ATP and pricing of products in
NewStore Associate App.