Follow-ups and consent

Ateliq follows up only with shoppers who ask for it. Programmes start switched off, every message uses a template a person approved, and every message carries a way to stop.

How a shopper opts in

1. The shopper chooses to be remembered on their phone, then switches on follow-ups. Contacts are never typed on a store screen.
2. The phone shows your opt-in text, word for word. The shopper picks email or WhatsApp (WhatsApp is offered only when your WhatsApp Business account is connected) and enters the contact.
3. Ateliq sends a six-digit code, valid for 10 minutes, with five tries and at most three codes per contact per hour.
4. Once confirmed, that channel is on. Stop on the phone turns a channel off.

The contact goes to head office once. The screen never stores or logs it.

Your opt-in text

Edit it in the Follow-ups tab (20 to 600 characters). When you change it, every screen shows the new text, and a shopper must read the current version to opt in. The default text tells shoppers what they will hear about (pieces they tried, sizes they asked for, looks they saved and their appointments) and that their details are deleted when they stop or 12 months after their last visit.

If you connect a CRM, tick that your opt-in text covers customer systems. Only shoppers who agreed to that text are sent to your CRM. See Webhooks.

The three programmes

Each programme has three modes: Off (the default), Review each message (a person reads and sends each one), or Send automatically. Appointment confirmations and reminders are not programmes; they are sent whenever a shopper books. See Appointments.

The rules on every message

• Only to a confirmed channel, using an approved template in the shopper's language.
• At most two marketing messages a week per shopper (the default).
• Never between 9pm and 9am in the store's local time. Messages due in quiet hours wait until morning.
• Pieces are checked for stock before each send.
• No prices and no urgency. Templates have no price placeholder.
• When both channels are confirmed, WhatsApp is used.
• The Clienteling agent can queue at most 30 tried-not-bought follow-ups a day.

Templates

An email template has a subject and a body with placeholders. A WhatsApp template has the template name and language from your WhatsApp Business account, the approved text and its parameters. Every marketing template must include the opt-out placeholder.

A template is a draft until a person with the publish right approves it. Approving sends nothing: the template is simply used for that kind of message from then on, and replaces the earlier approved template for the same kind, channel and language.

The queue

Every message passes through a queue you can see: waiting for review, queued, sending, sent, failed, cancelled or skipped.

Stopping and deleting

• Every message carries a stop link, and email also supports one-click unsubscribe. Opting out deletes the shopper's profile and cancels anything queued.
• Forget me on the shopper's phone deletes everything.
• Delete a shopper's details on request: in Follow-ups, then Shoppers, look a shopper up by email or WhatsApp number to see their channels, state and consent history, then Delete everything. This needs write access.

Deleted shoppers are also deleted in any CRM you connected. Consent records are kept without contact details. See Data retention.