# Configuration of Clienteling

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.

## Role-Based Access & Permissions (Fynd Commerce Platform)

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.

## Store & Staff Assignment (Fynd Commerce Platform)

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.

## Customer Attributes & Filters (Fynd Commerce Platform)

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.

## Customer Detail Configuration (Store OS)

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


### Steps to create customer attributes

1. Log in to the **Fynd Commerce Platform**.
2. Navigate to **Customers → Attributes**.
3. Click **Add Attribute** to create a new customer attribute.
4. 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:
  1. **Attribute Name:** Last Visit
  2. **Slug:** Auto-generated by the system
  3. **Description:** Date of the customer’s last store visit. Adding a description helps Admins and teams understand how the attribute is used.
5. Choose the **Attribute Type.** Select **Date**, as “Last Visit” represents a specific point in time.
6. Configure attribute settings:
  1. **Accept Multiple Values:** Off (only one last visit date is needed)
  2. **Customer Editable:** Enable or disable based on business policy
7. Select the **Sales / Ordering Channels** where this attribute should apply.
8. Click **Save**. The **Last Visit** attribute is now created at the platform level.
9. Once saved, the **Last Visit** attribute automatically syncs from the Fynd Commerce Platform to **Store OS.** No additional setup is required for visibility


### Enable attribute as a Filter in Customer Listing (Store OS)

To make the attribute usable by store staff, it must be enabled as a filter.

1. Go to **Store OS → Configuration → Clienteling**.
2. Open the **Customer Listing** tab.
3. Scroll to **Additional Filter Configurations**.
4. Locate the newly created attribute in the list.
5. Toggle the attribute **ON** to enable it as a filter.
6. Click **Save**.


## Conversations Setup (Fynd Commerce Platform + Store OS)

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.

1. Log in to **Store OS** as a Company Admin.
2. Go to **Configuration → Clienteling**.
3. Open the **Conversations** tab.
4. Click **Setup** to begin configuring Conversations.
5. In the Conversations setup screen, choose a **WhatsApp Provider**:
  1. **Twilio**
  2. **Fynd**
6. Select any provider based on your business. For example, we select **Twilio** and continue.
7. In Store OS, enter the following details:
  1. **Account Security Identifier (SID)**
  2. **Authorization Token**
  3. **Sender Phone Number** linked to the WhatsApp Business account
8. Save the configuration.
9. Use the **Scan QR Code** option, or click **Chat on WhatsApp** to send a test message.


### Configure WhatsApp Templates (Store OS)

1. WhatsApp requires pre-approved templates to ensure compliance and consistent messaging. In **Store OS → Clienteling → Conversations**, open **Templates**.
2. Click **Create Template**.
3. Select the **Clienteling Event Type**:
  1. Product Sharing
  2. Cart Sharing
  3. Collection Sharing
  4. Product List Sharing
  5. Other Clienteling Events (follow-ups, reminders)
4. Define the template. For example, we create template to send product recommendation to customer.
  1. **Template Name:** Product Recommendation
  2. **Category:** Marketing
  3. **Language:** English
  4. **Message Type:** Text
  5. **Clienteling Event:** Product Sharing
  6. 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_link`
Let us know if you'd like help with sizing or availability.


1. Add **dynamic variables** (for example, customer name, product name).
2. Save the template. Once created, templates go through a lifecycle.
  1. **Received** – Template submitted for review
  2. **Approved / Rejected** – Auto approved by the system
  3. **Mapped** – Variables are linked to actual data fields
3. Open an **Approved** template. Map each variable (placeholder) to the correct data source.


### Configure Email & SMS Templates (Fynd Commerce Platform)

Unlike WhatsApp, Email and SMS templates are created from the Fynd Commerce Platform.

1. Go to **Fynd Commerce Platform**.
2. Navigate to **Sales Channel → Communications**.
3. Select **Email Template** or **SMS Template**.
4. Click **Add Template**.
5. Choose a **Clienteling Event** (Product Sharing, Cart Sharing, etc.).
6. Create the template:
  * Subject (for Email)
  * Message content
  * Variables
  * Metadata
7. Click **Create** to publish.


Once created, these templates automatically become available in Store OS.