SMS Messaging
What’s on this page?
SMS text messages are one of the primary communication channels supported within Tulip Clienteling. Text messaging support enables store associates to interact with customers with personalized messages once they leave the store. In the Clienteling App, store associates can compose text messages directly from a customer’s profile or from a follow-up task.
Text message templates provide store associates with a branded starting point to guide them in their communication with the customer. Text messages can include product attachments from the catalog and/or images taken with the device or from a photo library to further engage the customer. All communications are monitored and recorded within the app, so valuable history can be passed along to future associates.
Both storewide and associate-level text message integration is supported.
Important Notes:
- It’s not possible to deliver inbound text messages originating from outside of North America to Canadian or American mobile numbers.
- Text messages that include images (MMS messages) can only be sent within the United States and Canada. International MMS messaging outside these two countries is not supported. However, MMS messages sent internationally from a US or Canadian number will be converted to SMS text messages with a URL link to the media.
SMS Templates
SMS templates are simple pre-canned text messages that store associates can use as a starting point when communicating with customers. The pre-canned text can be personalized as needed.
Sales Attribution
Retailers can track sales attribution on outbound product links sent to customers through email messages, text messages, by sharing curated looks, or by sharing product details through social networks.
SMS Stop Commands
By default, our text messaging service provider automatically takes action on STOP, HELP, START, and other reserved keyword responses entered by a customer by returning standard replies to these keywords. This is to help ensure that Tulip complies with recommended practices for the commercial use of SMS. The messaging service returns standard replies to these keywords.
Live Video Chats
Store associates can start live video chats within active SMS text message conversations with their customers using the Tulip Clienteling App.
When an associate starts a chat instance, a link displays within the text message conversation. Both participants click on the link to join the live chat. The video chat loads in their default mobile browser and includes a preview of their camera. Video chat links expire after a period of inactivity.
During a live video chat, participants can choose to:
- Mute their microphone
- Toggle between their front and rear cameras
- Disable their active camera
- End the video chat
- Re-join the video chat if they leave by mistake
When a video chat call ends, store associates can be prompted to add video chat notes to the customer’s profile. Log entries include the date and time the chat took place, the store associate’s name who started the chat, as well as the duration of the chat.
Available Configurations
The Clienteling App can be configured to support one of the following:
- Storewide text message integration - Provides the store with a single number and Message Inbox through Tulip that is visible and accessible by all staff. All inbound text messages are public, and any staff member can interact with any given customer.
- Associate-level text message integration - Provides associates with their own phone number and Message Inbox through Tulip that is private and separate from all other staff. Associate-level SMS text messaging enables store associates to have more personalized conversations with customers that are kept confidential.
Retailers can also configure SMS in the following ways:
| Configuration Option | Description |
|---|---|
| Sender’s Number | Specify the outbound SMS address as the store associate’s or store’s phone number. |
| SMS Templates | Enable or disable the ability to use SMS templates when composing text messages. |
| Template Maximum | Specify the maximum number of SMS templates available to store staff. |
| Attach Photo | Enable or disable the ability for store associates to attach a photo to a text message taken with the device or from an image library. |
| Attach Product | Enable or disable the ability for store associates to attach a product from the catalog to a text message. Enables store associate to attach products selected from the catalog to both email and SMS text messages. |
| Specify Product Attachment Type | Specify whether product images, product URLs, or both product images and URLs are included in text messages. |
| Attach Multiple Images | Enables or disables the ability to attach multiple images or products from the Tulip-enabled device to text messages.Note: When this configuration is enabled, product links are no longer included with product attachments. |
| Image Attachment Maximum | Specifies the number of images that can be attached to text messages. |
| Private Activity Log | Enable or disable the ability to hide all conversations in the customer’s Activity Log. |
| Link to Existing Customer Profile | Enable or disable the ability for store associates to link inbound text messages to an existing customer profile. |
| New Message Fetch Frequency | Set how often a check is run to:
|
| Customer Capture Request Text | Define the customer capture text request sent via text message. |
| Send Text Messages from Follow-Ups | Enable or disable the ability for store associates to send text messages directly from follow-ups. |
| Live Video Chats |
|