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Managing clienteling

Permission required
This action can be performed by users with the Manage clienteling permission.

Associates can perform clienteling operations via NewStore Associate App. For more information, See Using NewStore Associate App for clienteling .

Enabling retailer for clienteling​

As a pre-requisite for clienteling operations, the retailer must first be onboarded to clienteling.

You can enable retailer for clienteling by opening a support ticket and indicate the environment(s) for which retailer has to be onboarded.

Enabling clienteling in stores​

To allow associates in your store to perform clienteling operations via NewStore Associate App, enable clienteling in the store via NewStore Omnichannel Manager.

Important

Once you enable clienteling in a store, you cannot disable it.

To enable clienteling in a store in your business:

  1. Go to Settings > Clienteling, and in the left menu, select Clienteling stores.

  2. Click Onboard a store.

  3. In the Onboard a new store window, from the Store drop-down list, select a store that you want to enable clienteling in.

  4. From the Select SMS number drop-down list, select the phone number you want to use to send and receive clienteling messages.

  5. Verify the phone number displayed in Forward calls, where calls from customers will be forwarded.

    note

    Usually, this phone number is the store landline number.

  6. Select the Enable clienteling checkbox and click Save.

    The store is added to the list of onboarded stores, and clienteling is enabled in the store.

    To start clienteling operations, associates must log out of NewStore Associate App and log in again.

Important

If you do not select the Enable clienteling checkbox before you click Save, the store is onboarded, but clienteling is not enabled in the store. To enable clienteling for such stores, see Enabling clienteling for onboarded stores .

Troubleshooting​

When onboarding a store to Clienteling, some issues may occure.

Store not appearing in the Onboard a Store drop-down menu​

First check that the store in question has a valid phone number configured. Once a valid phone number is configured to the store it should appear on the Onboard a Store drop-down menu.

If the store has a valid phone number and is still not appearing in the Onboard a Store drop-down menu, open a support ticket and indicate the store ID and stage.

No number is shown in the Select SMS number drop-down menu​

If no number is being displayed in the Select SMS number drop-down menu, open a support ticket and indicate the store ID and stage.

Enabling clienteling for onboarded stores​

Stores that are onboarded and ready for clienteling operations in your business are displayed in Settings > Clienteling > Clienteling stores.

To enable clienteling in stores that have already been onboarded:

  1. From the list of stores in Settings > Clienteling > Clienteling stores, select the stores where you want to enable clienteling.

  2. Click Enable at the top of the list, and in the dialog box that appears, click Continue.

    Clienteling is enabled and associates in the store can now start conversations with customers via NewStore Associate App.

    To start clienteling operations, associates must log out of NewStore Associate App and log in again.

Managing clienteling messages​

Viewing clienteling messages​

To view the default opt-in message request and the quick replies that associates can send to customers as part of clienteling, go to Settings > Clienteling > SMS Templates.

The quick replies are displayed to associates in NewStore Associate App according to the order in which they are listed in NewStore Omnichannel Manager.

Updating the opt-in message​

The default opt-in message is set up by NewStore for the first time for your business. You can choose to update the opt-in message if needed.

Important

This is the first message that is sent to the customer, and is crucial to start clienteling messages from NewStore. Ensure that you know the communication policies for your business before you update the opt-in message.

To update the opt-in message:

  1. Go to Settings > Clienteling, and in the left menu, select Quick Replies.
  2. In the Opt-in request area, click the opt-in message.
  3. Update the message and click Save.

Managing quick replies​

You can use NewStore Omnichannel Manager to set up message templates as quick replies, to use during clienteling conversations with customers.

Adding quick replies​

To add new quick replies to the list of available templates:

  1. Go to Settings > Clienteling, and in the left menu, select Quick Replies.
  2. In the Quick replies area, click the empty dialog box at the bottom of the list.
  3. In Title, specify the title of the quick reply and in Message, specify the content of the quick reply template.
  4. Click Save.

The quick reply template is added to the list of available templates in NewStore Omnichannel Manager. Associates can select this message to send to customers in your business.

Updating quick replies​

To update existing quick replies set up for your business:

  1. Go to Settings > Clienteling, and in the left menu, select Quick Replies.
  2. In the Quick replies area, click the quick reply that you want to update.
  3. Update the content specified in Title and Message as needed and click Save.

Deleting quick replies​

To delete an existing quick reply set up for your business:

  1. Go to Settings > Clienteling, and in the left menu, select Quick Replies.
  2. In the Quick replies area, click the quick reply that you want to delete and click
    .
  3. Click Delete permanently.

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