Clienteling

What it does

Each day it reads up to 30 candidates: shoppers who opted in to follow-ups, confirmed a channel, tried pieces on and didn't buy. For each, it queues at most one follow-up a run with up to three pieces: pieces they tried that are in stock in the size they tried, or else an in-stock alternative in the same category.

It never writes the words a shopper reads. A follow-up is a row in a queue: the shopper, the pieces and the template. The message itself comes from a template a person approved. The Clienteling agent can draft templates, which wait for approval like any other draft.

What it sees

For each candidate: an opt-in profile id, the store, the visit time, the language, the names of the confirmed channels, screened preferences (sizes, metal, occasions, colours) and the pieces tried with size and stock. Never a name, email or phone number. It also reads the programme setting (off, review or automatic), the templates, the sales loop and fit signals.

When it queues nothing

• The programme is off, or no template is approved.
• The shopper has had their two messages this week, or the daily limit of 30 queued follow-ups is reached.
• The template's language is missing.

It never works around a refusal. See Follow-ups and consent for the full rules on what is sent and when.

Rules it keeps

• It messages only shoppers who opted in and confirmed the channel.
• It never asks for, guesses or repeats a name, email or phone number, and never puts a profile id in a report.
• It never switches a programme on or off.
• It promises no price, discount or date.