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.
Adding stores: After receiving regulatory approval for a country, onboard your stores and assign them a phone number.
- 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 use for Clienteling communication.
- Templates - Help standardize interactions and improve efficiency.
- Opt-In Disclaimer - Informs customers on consent and terms for future communication via Clienteling. It is automatically sent with the first SMS message to customers.

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.

Country	Information Required	Supporting Documents
Australia	Business Name Business Address Business ID Number	“Company Current Extract” from the Australian Securities & Investments Commission
Austria	Business Name Business Address (In Austria) Name of Authorized Representative	Excerpt from company book showing address Government-issued ID or Passport of representative.
Belgium	Business Name Business Address Business Registration Number VAT number	Excerpt from the commercial register (extrait BCE)
Czech Republic	Business Name Registered Business Address Name of Authorized Representative Address of Authorized Representative Authorization of Representative	Excerpt from the business register Government-issued ID or Passport Other documentation showing the representative is a director or country manager for the business
Denmark	Business Name Business Address (within Denmark)	None required.
Finland	Business Name Business Address	None required.
France	Business Name Business Address Business Registration Number Proof of Identity	Extrait Kbis Passport/Government-Issued ID If name on Passport isn’t visible on Kbis, an extra document proving legal authority will be required.
Germany	Business Name Business Address (within Germany) Business Registration Number VAT Number	German Commercial Extract (Handelsregisterauszug)
Hong Kong	Business Name Business Registration Number Business Address	Business Number Change/Application Utility Bill
Italy	Business Name Business Address VAT or Business Registration ID Name of Auth. Rep. Date of birth of Rep. Place of birth of Rep. Fiscal Code of Rep. (TaxID or SSN) Nationality of Rep.	Business Registry, utility Bill or Tax notice Government issued ID or Passport
Malaysia	Business Name Business Address (In Malaysia) Name of Auth Rep. Identity document number of rep Identity document issuing country of rep Address of Rep (must be in Malaysia) Letter of Auth for the Rep	Business registration showing Malaysian address Passport or goverment-issued ID Government-issued ID showing Malaysian address (for Malaysian citizens or permanent residents) Executed Letter of Authorization
Netherlands	Business Name Business Address	None required.
Norway	Business Name Business Address Business Registration Number Name of Auth Rep. Auth of Auth Rep	Business Registration Goverment-issued ID or Passport with picture of Authorized Representative. Power of attorney or official documentation such as the commercial registry identifying the person as a country manager and an authorized representative.
Poland	Business Name Business Registration number Business Address Name of Auth Rep. Auth of Auth Rep.	Excerpt from a relevant business register Power of attorney or Other official documentation identifying the person as an authorized representative (for example, business registration identifying the individual as a country manager)
Spain	Spanish Fiscal Identification Number Business Address (within Spain) Business Name	Tax Identity Number” document
Sweden (National Number)	Swedish Address Business Registration Number	Business Registration that shows the Swedish Address
USA & Canada	US EIN Legal Business Name Business Address Business Type (LLC or Corp) Business Regions of Operation	For A2P10DLC application: Link to Privacy Policy Link to Terms & Conditions
UK	Business Name Business Registration Number Business Address	If the “Company Number/Business Registration Number” is provided, no documentation is required to be approved.

Regulatory compliance submission and approval

To begin 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.

Onboarding stores to Clienteling

Regulatory approval is mandatory before a store can be onboarded to Clienteling. This includes purchasing a phone number and assigning it to the store. Requirements vary by country and may include additional application steps. Once a country is approved, stores can be onboarded to Clienteling. Additional countries can be added later 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.

After regulatory approval is granted (see the 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 in a country that supports self-service onboarding:

Go to Settings > Clienteling, and in the left menu, select Stores.
Click Onboard Store in the top right corner.
In the Onboard a Store to Clienteling side panel, from the Store drop-down list, select a store.
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.
From the Clienteling Number drop-down list, select the phone number you want to assign to a store, and use to send and receive Clienteling messages.
Click Save.

The store will be added to the list of those enabled for Clienteling with the selected phone number.

Enable Clienteling in the Associate App
To start using Clienteling, store associates must log out of the Associate App and log in again. After logging in, the Chat and Remote Cart features appear in the app.

FAQ & Troubleshooting

Can I test Clienteling in staging and sandbox environments?

Yes, it is possible. We understand the importance of testing in new countries to ensure everything is working as expected before launching more broadly. 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.

You see a warning about compliance

Review the “Supported Countries & Required Information or Documentation” section on this page and submit the relevant information via a support request.

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

Once a phone number is configured, the store should appear in the Store drop-down menu. If the store has a valid phone number but still does not appear in the Store drop-down menu, open a support ticket and include the store ID and environment (stage).

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

First, verify that the store landline number is configured correctly. An incorrect landline number from another region can prevent Clienteling phone numbers from appearing.

If the store landline number is correct and no numbers appear in the drop-down menu, contact NewStore Support and include the store ID and environment (stage).

Collect customer opt-in and SMS Disclaimers

Changes to the menu navigation in Omnichannel Manager from March 2026
Quick Replies page has been deprecated. Quick Reply templates can now be managed under the Templates page.
SMS Disclaimers page has been added.
SMS opt-in message, previously part of the deprecated Quick Replies page, is renamed to SMS Disclaimer.
The new naming creates a clear distinction from Opt-In Templates, which are currently available for WhatsApp only, and can be managed in the Templates page.

Opt-in message

Every 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.

For SMS, the Opt-in Message is composed of two parts:

A message prepared by the associate. This part can be a custom message, or a Quick Reply template. A template can be further customized by the associate before being sent.
A SMS Disclaimer, separated by a “—”, ensures legal compliance and avoids message rejection by carriers. The SMS Disclaimer should include keywords to opt-in and opt-out and other required information by regulators.

Update the SMS Disclaimer

NewStore provides a default SMS Disclaimer. You can customize it to better fit your brand messaging as desired. Before you update the disclaimer, ensure that you know the communication policies for your business and local regulations.

To update the SMS Disclaimer:

In the left menu, go to Clienteling > SMS Disclaimers.
Find the SMS Disclaimer you want to edit.
Click the Edit button at the right end of the row.
Update Language, and/or Message as needed, and click Save Template.
Currently, language is a tag for the disclaimer. One disclaimer is supported and it will be used for all stores where Clienteling is enabled

Quick Replies Templates
Documentation for Quick Replies is available here Managing Clienteling Templates.