Use of Clienteling by Store Staff

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Customer Listing: Using the clienteling, store staff can:

• View customers assigned to them or their store
• Use filters to quickly find relevant customers
• Star important customers for quick access

Customer Detail: When a staff member opens a customer profile, they get a complete view of the customer. Store staff can manage the entire customer relationship from one place:

1. Store staff (based on permissions) can assign a customer to the appropriate store or staff member. This ensures clear ownership, smoother follow-ups, and that the right team stays responsible for the customer.
2. Staff can start a new assisted sale directly from the customer profile. The customer is automatically linked to the sale, so all purchases, notes, and conversations remain connected without any extra steps.
3. Customers can be starred to distinguish high-value, repeat, or priority customers from regular ones. This helps staff quickly identify customers who need special attention.
4. Staff can view recent orders or access the full order history to assist with order-related queries such as returns, exchanges, or delivery status.
5. AI-powered recommendations suggest relevant products based on the customer’s behavior and past purchases. This helps sales staff make more personalized and meaningful recommendations.
6. The Wishlist section shows items the customer has saved but not yet purchased. These act as strong intent signals and provide natural conversation starters for follow-ups or in-store assistance.
7. Staff can add notes to capture preferences, feedback, sizes, or special requests.
8. All conversations—past and ongoing—are visible from the customer profile. Staff can review message history and continue conversations without losing context.
9. Customer details, insights, notes, orders, and conversations are always kept up to date. Even if the assigned staff member changes, the next associate has full visibility into the customer’s history.

Conversation: The Conversations feature in Clienteling is designed to help store staff stay connected with customers before, during, and after a sale. It centralizes all customer communication—so staff don’t need to switch between devices or apps. Store staff can access Conversations in two ways:

1. From the Conversations Menu

• Navigate to Store OS → Conversations
• View all ongoing and past conversations they have access to
• Conversations are visible based on staff permissions and assignments

2. From a Customer Profile

• Open a customer from the Customers list
• Go to the Conversations section within the customer profile
• View conversation history specific to that customer or start a new conversation

Starting a New Conversation:

1. Go to the specific product or product collection from the Products menu
2. Click Share icon
3. Select the communication channel (WhatsApp, SMS, or Email)
   1. If WhatsApp is enabled, the last contacted customer appears at the top, or
   2. If WhatsApp conversations are not enabled, Store OS automatically falls back to system sharing options:
4. Choose a template relevant to the use case, such as:
   1. Product Sharing
   2. Cart Sharing
   3. Collection Sharing
   4. Product List Sharing
   5. Other Clienteling Events (follow-ups, reminders)
5. Review the message before sending