When you ask our Dutchie Chatbot a question, it pulls answers directly from our Help Centers and product documentation. Dutchie Chatbot is fast, helpful, and always learning.

Where to find the Dutchie Chatbot

From Dutchie Backoffice and Register (In-App)

Click the "?" icon in the top right corner of the app to access the live chat feature or the support.dutchie.com help center.

For all other products and the support.dutchie.com help center

Click the Ask a Question bottom right corner of the screen.

 When the help widget appears, type in your question.

Ask direct, specific questions

Start with a short, clear question like:

• “How do I adjust inventory in POS?”
   
• “How do I manage my METRC settings?”
   
• “How do I add a new user?”
   
• “Where do I update tax rates?”
   
• “How do I turn off a menu item?”
   

Avoid broad questions like “I need help”. The chatbot works best when it knows exactly what you’re asking.

Try clarifying follow-up questions

If the answer isn’t quite right, you can refine your question without starting over: 

• “I meant Ecommerce, not POS.”
   
• “This is for Oregon METRC.”
   
• “I need steps for the back office, not the register.”
   
• “What if the customer never got the pickup notification?”
   
• “Can you show me the steps for Dutchie POS?”
   

The chatbot will re-check the resources we’ve connected it to and refine its answer.

When to ask for a human

If the Dutchie Chatbot can’t answer your question, at any time you can say “agent” or “speak to an agent”. Your chat will be routed to a live agent, and we will be able to review the conversation quickly to help you get the answer you need. 

Tips

• Be specific about which Dutchie product you need help with (Ecommerce, Dutchie POS, or Greenbits)
• Clearly state your goal or what you're trying to accomplish
• Include relevant details like time periods, product categories, or specific features you're working with
• If applicable, mention what steps you've already tried
• For technical issues, be ready to provide screenshots if needed
• Use short phrases, not full paragraphs
• Avoid slang. Try to write like you would in a Google search
   

Things to consider

• In order to build a campaign around a segment, the customer segment must be created first in Dutchie Backoffice.
• To take full advantage of these features, you must have Dutchie Ecommerce integrated with your Dutchie POS instance. Ecommerce features are not supported with Dutchie Plus.

Common campaigns you can build in Dutchie POS

• Weekly Specials - Inform customers about deals for the week.
• Win Back - Encourage repeat shopping with “Win back” discounts, targeted at consumers that haven’t shopped in a while.
• Birthday Deal - Build campaigns that offer customers deals on their birthday.
• Senior Deal - Build campaigns that offer deals to senior customers.
• View points online - Inform consumers that they can view their loyalty points & rewards when logged into Dutchie Ecommerce.

Use customer segments to build common marketing campaigns

Using segments to build your campaigns help you identify customers to target and help Budtenders internally to know which customers are in important target markets. For instance, when a customer is checking out at the register, and the Budtender sees they are part of a certain segment, they can offer them specials and other discounts based on their segment. It takes the guesswork out for Budtenders and brings more automation to the customer experience. 

Win-back campaigns

This campaign strategy helps you encourage repeat shopping with discounts targeting customers who haven’t shopped in your store in a certain period of time. The segment for this campaign is set up by default in Dutchie Backoffice and can be adjusted to fit your criteria. To set up a Win Back campaign: 

1. Go to Customers > Segments and Create a segment based on ‘Last Purchase Date’.
2. Select the Win back/dormant shopper segment.
3. Click the Segment details tab.
4. Under the Add customers who meet the following conditions section, create a segment based on the Last purchase date and set the number of days.
5. Use the email builder to create a campaign targeting customers in this segment and send.

Birthday campaigns

1. Go to Customers > Segments and create a segment based on an ‘Upcoming birthday’.
2. Create a Birthday discount and sync it with Dutchie Ecommerce.
3. Use the email builder to create a campaign targeting the segment.
   Tip: You can create multiple campaigns and schedule them for future dates. For instance: If you send a Birthday campaign for customers with a birthday in December, you can copy that campaign and schedule it to send on customers’ actual birthday later in the month. 

Senior discount

This can now be automated to capture all of the seniors in your system and eliminate the guesswork for Budtenders at the register.  

1. Go to Customers > Segments and create a segment based on Seniors.
2. Select the Age segment.
3. Click the Segment details tab.
4. Under the Add customers who meet the following conditions section, create a segment based on age and select enter the Age you want to define ‘Senior’ at your store.
5. Edit any existing Senior discount you have to key off of the segment rather than the customer group. Once this is done you can delete the existing customer group.
6. Create a campaign targeting the segment.
   

Non-segmented campaigns 

Not every campaign requires you to create a segment in the Backoffice. Campaigns like Weekly Specials and View Points Online are non-segmented.

Create a weekly specials campaign

This is a campaign you can use to target all customers and inform consumers about discounts at your store. 

1. Create the discount in Dutchie POS and sync it with Dutchie Ecommerce.
2. Create a campaign for the email builder that mentions the deals with links to the discount pages on Dutchie Ecommerce.
3. Schedule and send.

This guide serves as an introduction to Dutchie's new enhanced marketing and loyalty features built to empower dispensaries with tools to enhance customer engagement and drive sales through targeted marketing and loyalty programs.

Customer segments and segment-based discounts will be available to all locations; other loyalty and marketing features mentioned on this page will be paid add-ons. Contact your Customer Success Manager or schedule a demo to learn more.

Table of contents

• Introduction 
• Creating Customer Segments 
• Building Marketing Campaigns 
• Setting Up Discounts and Loyalty Programs 

Introduction

Dutchie POS offers robust Loyalty and Marketing features designed to help dispensaries create targeted marketing campaigns, manage customer segments, and implement effective loyalty and discount programs. By leveraging these tools, you can enhance customer engagement, encourage repeat business, and boost overall sales.

Creating customer segments

Customer segmentation allows you to group customers based on shared behaviors and characteristics, enabling personalized marketing efforts through campaigns, loyalty, and discounts, see Use customer segments with Dutchie POS Loyalty and Marketing program.

Steps to Create a Customer Segment

1. In Dutchie Backoffice, go to Customers > Segments.
2. Click on Create Segment and enter a descriptive name for your segment.
3. Define segment criteria:
   • In the Add customers who meet the following conditions section, set the parameters that define your segment (e.g., customers with a last purchase date over 30 days ago for a "Win-Back" campaign).
4. Click Save to create the segment.

Note: Dutchie provides 11 default segments for common scenarios, which can be customized to fit your needs.

Check out this segment builder walkthrough for a visual on how you can use segments in Dutchie POS: 

Analytics

Monitor your segment performance by viewing metrics such as average order value, total spend, segment demographics, and more by opening the segment.

Other notable segments

Outside of the 11 default segments, you can create below or some notable segments you can create and leverage at your store:  

Senior segment 

Benefits: Target any customer above the age of 55 with campaigns, discounts, or loyalty.

Locals segment 

Benefits: Target customers that reside in surrounding zip codes with campaigns, discounts, or loyalty. 

Win back first-time shopper 

Benefits: Target customers who processed their first transaction before a specified date to win back their business and loyalty. 

Discount lover 

Benefits: Target customers that use discounts regularly at your dispensary.

Customer spend segments 

Benefits: Target customer that have spent a certain dollar amount in a threshold of time. 

Building marketing campaigns

With the Campaign feature, you can design, schedule, and send targeted email marketing campaigns to your customer segments or entire customer base. Note that you can set up permissions around who can build, view, and send campaigns at your store, see Dutchie POS marketing and loyalty campaign builders and analytics.

Steps to Build an Email Campaign:

1. Go to Marketing > Campaigns in Dutchie Back Office.
2. Create a New Campaign:
   • Click on Create Campaign.
3. Campaign Setup:
   • Enter the campaign name.
   • Select the recipient segment.
   • Provide email details, including subject line, preview text, and sender reply email address.
4. Choose a Template:
   • Select a curated template or start from scratch.
5. Build the Email:
   • Use the drag-and-drop email editor to design your email. You can add:
     • Text to communicate your message.
     • Images to make the email visually engaging.
     • Buttons for calls to action (e.g., "Shop Now").
6. Review and Send:
   • Review your email content.
   • Click Schedule send to choose a send time or send immediately.

Check out this campaign builder walkthrough for a visual on how you can use campaigns in Dutchie POS: 

Analytics:

After sending, monitor your campaign's performance by viewing metrics such as open rates, click-through rates, sales generated, and more by opening the segment.

• Go to Customers > Campaigns. 
• Select the campaign you want to see. 
  Note: Sent campaigns are indicated as ‘Sent’. 
• On the Overview tab, access campaign insights. 

Campaigns to consider 

Discounts for All Customers

Benefits: Run a campaign for any discount that you offer to your customers. 

Discounts for Segments

Benefits: Run a campaign for a targeted audience. 

Loyalty Programs 

Benefits: Run a campaign for your loyalty program, and/or discounts created for loyalty.

Set up discounts for segments and campaigns 

Dutchie’s Discounts feature makes it easy for dispensaries to create targeted promotions that boost sales and reward customers. With flexible settings for eligibility, rewards, and scheduling, you can quickly set up, test, and launch discounts for campaigns and segments. 

Access Discounts

• Navigate to Marketing > Discounts in Dutchie Back Office.

Create a New Discount

• Click “Create Discount” to start a new discount.

Discount Setup

• Configure discount details and how the discount will be applied.
• Define eligibility customer criteria, duration, and application method.
• Set conditions or filters to determine who qualifies.
• Choose the reward type for your customers.
• Enter online display details for consumer visibility.
• Review and confirm the summary before publishing.
• Test your discount to ensure proper configuration.

Loyalty programs for segments and campaigns 

Dutchie POS supports two types of loyalty programs: Loyalty as Cash and Loyalty as a Discount. 

Configure Loyalty 

• Determine what type of loyalty program you would like to offer to your customers Loyalty as Cash or Loyalty as a Discount.
• See Set up a Dutchie POS loyalty program for configuration steps.

Build Loyalty Campaign 

• Create a campaign for your loyalty customers, creating long-term brand engagement for your entire customer base or specified segments.

Build Loyalty as a Discount 

• If you are using Dutchie Loyalty as a Discount, these discounts can be configured and used in your marketing campaigns.

View Loyalty Points Online 

• Your customers can now view their loyalty points when they log into your online menu! 
• Create a campaign to encourage your customers to see how many points they have accumulated on your online menu.

You can print a copy of your online menu directly from Dutchie Ecommerce. Printed menus are based on the current day and stamped with the date. 

Things to consider

• Only one “Order” filter can be selected at a time. There is currently no way to apply multiple filters when configuring the order you want items to appear on the menu.'
• Cannabis and Sales tax are not included on printed shop menus. Prices displayed are pre-tax pricing only.

Print a menu

To print a menu:

1. Go to the Menu tab. 
2. Click the Print button.
3. In the Printed Menu section, check or uncheck categories to configure what you want to print. 
4. Customize the rest of the Printed Menu as needed.
   Note: You can configure Strain type, Photos, Headers, and more. 
5. Click Continue. 
6. In the Options window select Print to print a copy of the menu and Save to save a PDF of the menu. 

Printed menu configuration

As you configure your printed menu the Preview will show the changes in real-time. 

• Required and recommended settings
• Anonymous guests
• Non-anonymous guests and patients

Required and recommended settings

If anonymous recreational transactions are not already enabled for your location, contact Dutchie Support to enable this feature.

There are two related options that you can turn on or off in the Backoffice under Settings > Location:

• Start new cart after checkout skips the guest list after completing a transaction and automatically opens a new anonymous cart. You can still access the guest list from the left-side menu as needed.
• Collect demographic data about anonymous customer prompts users to enter general information such as a customer’s date of birth, gender, and zip code. With the Start new cart after checkout enabled, this prompt appears when starting a new cart. Otherwise, it appears when checking in an anonymous guest.

Anonymous guests

1. To start a new order, click the cart icon from any screen in the Register, or click Anonymous Guest on the guest list.
   
2. If you have fulfillment/preorder features enabled, select Fulfillment or Standard. Otherwise, you’ll be taken directly to a new cart.
    
   • If you decide to attach a customer profile after opening a new cart, you can click the add customer icon next to Guest and either look up an existing customer profile or create a new one.
     
   • When searching for a customer profile to attach, if a cart already exists for a customer you’ll see Order in progress. Return to the guest list to open the customer’s in-progress cart.
     
   • Unlike the standard cart workflow, with the anonymous cart workflow, if you open a new cart and then navigate away from it without adding an item or attaching a customer profile, the empty cart is discarded and won’t appear in the guest list.
3. If Collect demographic data about anonymous customer is enabled under Settings > Location, fill out the information as required.
4. Add items. This saves the order and assigns a customer number to the cart. Note that the customer number and order number are appended to the URL, which allows you to refresh the page without being returned to the guest list or share the URL and open it on another register.
   
5. Complete the transaction according to your dispensary’s normal procedure.
6. After taking payment, click the Done button. If Start new cart after checkout is enabled under Settings > Location, clicking Done takes you to a new anonymous cart. Otherwise, you’ll be returned to the guest list.

Non-anonymous guests and patients

If you’ve enabled Start new cart after checkout, you can manually navigate back to the guest list as needed or click the add customer icon for non-anonymous or medical transactions.

Related articles

Learn more about processing transactions in Dutchie POS:

• Process a standard cart transaction
• Set up, create, and fulfill pre-orders
• Process returns and exchanges