Tracking Opt-In Status

  • Updated on Mar 5, 2025
  • Published on Mar 5, 2025
  • 2 minute(s) read
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Introduction

The “Opt In Status” is used to track if any given customer has provided their consent to be sent messages via NewStore Clienteling. As such, it is incredibly important to understand how it works and how to leverage this information. Common uses cases include:

  • Building effective Clienteling Campaigns.

  • Tracking Clienteling funnel metrics (How many customers are opting-in/out over time etc…).

  • Building a holistic view of your relationship with customers.

Opt-In Vs. Opt-Out Across a Retailer

With the range of regulatory compliance complexities across country borders and Clienteling channels, NewStore aims to provide an intuitive approach to tracking if a customer is opted in or out of Clienteling. We boil it down to these rules:

  1. A customer must opt in per store. The consent provided through an opt in does not transfer across an entire retailer. The customer must opt in to each store individually.

  2. A customer can opt in to as many individual stores as they like across a retailer.

  3. If a customer opts out from one store, they will be opted out from all stores for that retailer. By opting out they are removing their consent at the brand level and can no longer be contacted by any store via NewStore Clienteling.

  4. If a customer opts out, they cannot be contacted by any Clienteling channel offered until they have opted back in via the best practice for the prefered channel (See below).

Opt-In Status Values

NewStore saves the status for each store that the customer opts in or out of as one of three states:

  • waiting : This status represents that a store associate has sent the customer a request to begin Clienteling, and is waiting for the customer to opt in to their preferred channel.

  • accepted : This status represents that a customer has accepted an invitation to Clientel with the store and can send/receive messages via their preferred channel.

  • rejected : This status represents that a customer has opted out of Clienteling with the retailer. Messages cannot be sent via any Clienteling channel.

Alongside each status NewStore also tracks the time that the last update was made for record keeping purposes.

Fetching the Opt-In Status for a Specific Customer

This is not currently supported via API or in the NewStore Omnichannel Manager.

Tracking Changes to Opt-In Status

NewStore customers can set up a webhook with our Event Stream to track the clienteling.optin_changed event. This will send a notification every time an opt-in status for a shopper in the system changes. See our Developer Documentation for more information on how to configure a webhook.

How to Opt In or Out

The process through which a customer can opt in or out is documented here: "Clienteling in the Associate App"