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Using NewStore Associate App for clienteling

Associates can use NewStore Associate App to offer clienteling support to customers, if the feature has been set up for their store.

To start clienteling via NewStore Associate App, see the Pre-requisites .

Currently, NewStore allows associates to use NewStore Associate App to:

  • Converse with the customer via in-app SMS text messages.
  • Offer a more personalized retail experience, with product recommendations via links to the Product Details screen.
  • View and participate in conversations between other store associates and customers via the Store Inbox .
  • Create, manage, and share remote carts with customers as part of clienteling operations.

Pre-requisites

Supported from
This feature is supported from Associate App v1.1.0 and later.
  • The stores must be set up via NewStore Omnichannel Manager, with a phone number that can be used send and receive clienteling messages via SMS.

    To set up stores for clienteling, see Enabling clienteling in stores .

  • Ensure that the required permissions have been assigned to you via NewStore Omnichannel Manager.

Choosing a language

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:

  1. Tap Settings > General > Language & Region >iPhone Language.
  2. Choose a language. If the language you selected is supported by NewStore, the app will use it.

Requesting clienteling opt-in from customers

To start clienteling with a customer via NewStore Associate App:

  1. Log into the app.
  2. Tap

    and tap Search to find the customer you want to offer clienteling support to.

  3. Tap Message.

  4. In the message screen within NewStore Associate App, type an introductory message for the customer, and tap Send.

  5. 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.

Sending clienteling messages

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.

  • To choose from one of the available quick reply templates, in the chat screen, tap

    .

    Currently, NewStore only supports quick reply templates in English, even if you have switched to a different language in NewStore Associate App.

    You can only send text and links in the message. 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 manage quick replies set up for your business, see Managing clienteling .

  • To choose a product link to send to the customer, in the chat screen:

    1. Tap
      . The Product Details screen appears.
    2. To select the link to the product that you want to send to the customer, you can either find it via Search or scan the relevant item.
    3. Tap Add Product Link and tap Send.

Viewing clienteling messages

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.

Auto-archiving messages

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.
  • 2 days have passed since the customer has opted out of the conversation. See Requesting clienteling opt-in from customers .
  • The customer has not accepted a clienteling opt-in request for 7 days.
Important

When a customer responds to an archived conversation, it re-appears at the top of the message inbox for the associate and the store.

Managing remote carts

Supported from
This feature is supported from Associate App v1.7.0 and later.

Associates can use Remote Cart as part of their clienteling operations.

When clienteling is enabled for a store, associates can automatically see a Remote Cart button at the bottom-right corner of the customer chat screen.

note

Remote cart is enabled by default for all stores that have been onboarded for clienteling in your business.

Associates can use remote carts via NewStore Associate App to:

  • Create a new remote cart that can be shared with the customers via SMS
  • Modify an existing remote cart to add or remove products, provide discounts, and add shipping details

With remote carts via Associate App, customers can:

  • View cart details shared with them, such as products, taxes, discounts, total prices, and so on

  • Pay remotely via any of the payment methods set up and supported by the Adyen Pay By Link configuration for your merchant account within Adyen.

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    All retailers using NewStore clienteling will display all available payment methods configured for the merchant account for the store within Adyen.

  • Access a personal remote cart that can be viewed at any time, which is updated in real-time based on placed orders

  • Automatically receive payment receipts immediately after paying for an order

Limitations

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.

Working with remote carts

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.

Creating and sharing a remote cart

To create a remote cart for a customer:

  1. Log into the app.
  2. Tap

    and tap Search to find the customer you want to offer clienteling support to.

  3. Tap Message to open the customer's chat screen.

  4. Tap

    . A new remote cart is created for the customer.

    note

    If you have already created a remote cart for the customer in a previous conversation, the same cart is displayed when you tap .

  5. To add products to the remote cart, scan the items or select them from the catalog.

  6. Tap Add to cart. If the mixed cart feature is enabled, select one of the following options:

    Technical configuration
    The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

    To enable this feature, see Enabling mixed carts in NewStore Associate App .

    • 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.
  7. 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.

  8. Tap More.

  9. Tap Add delivery and select the delivery address.

  10. Select a shipping option according to the customer's choice. Now the remote cart is ready to be shared with the customer.

  11. 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.

  12. 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.

Paying for items in the remote cart

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.

Saving a remote cart

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.

Removing items from the remote cart

All items in the remote cart are removed in the following scenarios:

  • The associate saves the remote cart before sharing it with the customer.
  • The customer pays for all items in the remote cart using the link shared via NewStore Associate App.
  • The remote cart expires after midnight of the same day when the cart was created, based on the timezone of the store's location.
  • The associate deletes all the items from the remote cart.

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