Clienteling setup is centrally managed by Company Admins. They enable Clienteling from Store OS → Configuration → Clienteling. Turning ON Customer Module Control activates:
- Customers menu in Store OS
- Conversations menu in Store OS
This is the foundational step required before Clienteling can be used by stores.
Admins control who sees what using role-based access control from Platform → Teams → Sales Channel → Store OS → Customers, Admins manage permissions for:
- Viewing customer profiles
- Assigning customers to staff
- Accessing conversations
- Viewing sensitive customer data
This ensures security while giving each role the right level of access.
Admins can assign customers to:
- A specific store
- One or more store staff members
This ensures clear ownership and correct routing of conversations and follow-ups.
Admins can create and manage customer attributes from the Fynd Commerce Platform.
- Attributes are created from the Attributes section for the relevant sales channel
- Once saved, attributes automatically sync to Store OS
- The same attributes are used:
- As filters in Customer Listing
- As fields in Customer Detail sections
This ensures consistency across segmentation and customer profiles.
Admins define how customer profiles appear to store teams.
- They can choose which sections appear on the customer profile
- Arrange the order of sections
- Add custom sections (for example, Purchase History)
- Admins can further refine each section by enabling or disabling specific attributes
- They can reorder attributes to match store workflows
- Log in to the Fynd Commerce Platform.
- Navigate to Customers → Attributes.
- Click Add Attribute to create a new customer attribute.
- Fill in the attribute details. For example, if we are creating an attribute for customer’s last store visit, the details will be as follows:
- Attribute Name: Last Visit
- Slug: Auto-generated by the system
- Description: Date of the customer’s last store visit. Adding a description helps Admins and teams understand how the attribute is used.
- Choose the Attribute Type. Select Date, as “Last Visit” represents a specific point in time.
- Configure attribute settings:
- Accept Multiple Values: Off (only one last visit date is needed)
- Customer Editable: Enable or disable based on business policy
- Select the Sales / Ordering Channels where this attribute should apply.
- Click Save. The Last Visit attribute is now created at the platform level.
- Once saved, the Last Visit attribute automatically syncs from the Fynd Commerce Platform to Store OS. No additional setup is required for visibility
To make the attribute usable by store staff, it must be enabled as a filter.
- Go to Store OS → Configuration → Clienteling.
- Open the Customer Listing tab.
- Scroll to Additional Filter Configurations.
- Locate the newly created attribute in the list.
- Toggle the attribute ON to enable it as a filter.
- Click Save.
The Conversations setup enables store teams to communicate directly with customers from Store OS using approved channels such as WhatsApp, Email, and SMS. This setup is centrally managed by Company Admins to ensure compliance, consistency, and security. Conversations must first be enabled in Store OS to allow any customer communication.
- Log in to Store OS as a Company Admin.
- Go to Configuration → Clienteling.
- Open the Conversations tab.
- Click Setup to begin configuring Conversations.
- In the Conversations setup screen, choose a WhatsApp Provider:
- Twilio
- Fynd
- Select any provider based on your business. For example, we select Twilio and continue.
- In Store OS, enter the following details:
- Account Security Identifier (SID)
- Authorization Token
- Sender Phone Number linked to the WhatsApp Business account
- Save the configuration.
- Use the Scan QR Code option, or click Chat on WhatsApp to send a test message.
- WhatsApp requires pre-approved templates to ensure compliance and consistent messaging. In Store OS → Clienteling → Conversations, open Templates.
- Click Create Template.
- Select the Clienteling Event Type:
- Product Sharing
- Cart Sharing
- Collection Sharing
- Product List Sharing
- Other Clienteling Events (follow-ups, reminders)
- Define the template. For example, we create template to send product recommendation to customer.
- Template Name: Product Recommendation
- Category: Marketing
- Language: English
- Message Type: Text
- Clienteling Event: Product Sharing
- Message Body (with Variables)
We thought you might like this product based on your recent visit.
{{1}}. Price:{{2}}. You can view and purchase it here:product_linkLet us know if you'd like help with sizing or availability.
- Add dynamic variables (for example, customer name, product name).
- Save the template. Once created, templates go through a lifecycle.
- Received – Template submitted for review
- Approved / Rejected – Auto approved by the system
- Mapped – Variables are linked to actual data fields
- Open an Approved template. Map each variable (placeholder) to the correct data source.
Unlike WhatsApp, Email and SMS templates are created from the Fynd Commerce Platform.
Go to Fynd Commerce Platform.
Navigate to Sales Channel → Communications.
Select Email Template or SMS Template.
Click Add Template.
Choose a Clienteling Event (Product Sharing, Cart Sharing, etc.).
Create the template:
- Subject (for Email)
- Message content
- Variables
- Metadata
Click Create to publish.
Once created, these templates automatically become available in Store OS.