Set up Clienteling via SMS

Introduction

Configuring Clienteling is a multi-step process. This guide outlines the key tasks required to enable Clienteling for supported countries, including regulatory compliance, store number assignment, template setup, and account activation.

• Compliance and regulations: Each country has specific requirements for assigning a business phone number. These requirements typically include submitting business information and may also require government-issued documentation for verification. NewStore will guide customers through the regulatory process based on the countries selected.
  

  Important

  Regulatory approval is mandatory before a phone number can be assigned to a store. Requirements vary by country and may include additional application steps.

• Adding stores: After receiving regulatory approval for a country, add phone numbers to the relevant stores.

  • In most countries, numbers can be added directly through the interface.

  • In some countries, an additional application is required to purchase each number.
    The interface indicates whether an additional application is required. Contact your NewStore representative for assistance if needed.

• Setting up templates: Use Omnichannel Manager to configure templates that store associates will use for Clienteling communication. Templates help standardize interactions and improve efficiency. Set up the Opt-In message template. This message requests customer consent for future communication via Clienteling.

Enabling clienteling for your business

To enable clienteling, contact your NewStore representative and share the following information. You can also fill in the form available in Omnichannel Manager > Setting > Clienteling to enable Clienteling.

• The environment(s) you would like to have enabled (Staging, and/or Production).

• The specific countries you would like to Clientel with.

Supported countries and documentation requirements

Refer to the table below for documentation requirements by country. This information is subject to change based on local regulations. If you are unsure about the requirements for a specific country, contact your NewStore representative for assistance.

For countries not listed below, contact your NewStore representative to confirm availability and regulatory requirements for Clienteling.

Regulatory compliance approvals

To begin the Clienteling rollout, share the list of countries and related business information via a support request. This includes the countries where Clienteling should be enabled and any associated store locations.

NewStore verifies the provided information, requests the required regulatory documentation for each country, and guides customers through the compliance approval process.  Refer to the table above for country-specific requirements. For customers new to Clienteling, a phased rollout is recommended. Start with one country and a small number of stores. This approach allows configuration and workflows to be validated before scaling globally.

NewStore will help prioritize the selected countries and submit the required documentation in the most efficient sequence. Regulatory approvals usually take around one week per country, but timelines may vary depending on local government processes.

Once a country is approved, Clienteling can be enabled for its associated stores. Additional countries can be added at any time as the rollout expands.

Assigning phone numbers to stores

Each store is assigned a unique phone number, which is shared by all associates working at that location. Store numbers are configured individually. Once regulatory compliance approval is received (see section above), phone numbers can be assigned to stores in the supported countries listed below:

• Australia

• Austria

• Czech Republic

• Denmark

• Finland

• Germany

• Hong Kong

• Italy

• Poland

• USA & Canada

• UK

In countries where self-service number assignment is not supported, NewStore will assist with purchasing and assigning a phone number, regardless of regulatory status. To initiate this process, open a support ticket and include the store and country details.

Onboarding a store

To onboard a store for clienteling:

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

2. Click Onboard a store.

3. In the Onboard a Store to Clienteling window, from the Store drop-down list, select a store.

4. Verify the phone number displayed in Store Landline, where calls from customers will be forwarded. If the number is wrong, open a support request to update the store’s landline phone number.

5. From the Clienteling Number drop-down list, select the phone number you want to use to send and receive Clienteling messages.

6. Click Save.

The store will be added to the list of those enabled for Clienteling with the selected phone number. To start Clienteling operations, associates must log out of NewStore Associate App and log in again.

Troubleshooting

Q: There is a warning about compliance

A: Review the “Supported Countries & Required Information or Documentation” block and submit the relevant information via a support request.

Q: Store does not appear in the Onboard a Store drop-down menu

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

Q: No number is shown in the Clienteling Number drop-down menu

A: First check that the Store Landline configured for the Store is accurate. An incorrect landline number from another region will impact available numbers for Clienteling. If the store landline is correct and there are still no available numbers in the dropdown menu, contact NewStore Support and include the store ID and environment.

Clienteling in test environments

We understand the importance of testing in new countries to ensure everything is working as expected before launching more broadly. As such, NewStore supports configuring one Sandbox and one Staging location per country. If planning to expand into new countries we recommend first launching with your test environments and a single production location. Once the end-to-end functionality within a country has been verified, rolling out to other locations is a much simpler operation.

Managing clienteling templates

Opt-in message

Every SMS communication with a new shopper must begin with collecting an “Opt-in” from the shopper to validate they have agreed to receiving further messages. The “Opt-in Message” is the very first message sent from the Associate App asking for permission. NewStore provides a default message, however you can customize this to better fit your brand messaging as desired.

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.

Quick replies

You can use the NewStore Omnichannel Manager to set up message templates as Quick Replies. Associates can then use these preset messages in Clienteling conversations with shoppers in commonly occurring scenarios such as being busy helping someone in store and needing a moment to reply.

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.

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.