STEP 3 - FIRST TIME LOGIN > PLATFORM SET-UP

Modified on Thu, 11 Dec at 9:23 AM

Once the DNS has been set-up, you will be able to login to HQ ADMIN, either via the DNS Set-Up email or directly from the Installation-Wizard/Cost-Control webpage.

When you login for the first time, you will be prompted to update your password, as you are the Master Admin for this environment, please ensure that you use a very secure password.

After updating your password, follow the steps below to finalise the Platform Setup.

1. Platform Welcome Screen

On First login, you will be presented with the above Welcome Screen. Select 'Finalise Platform Set-up' & you'll be taken to the COMPANY SETTINGS > Platform Set-Up section.

2. COMPANY SETTINGS > Platform Set-Up

CRITICAL: Platform Email Address: This will be used as the Platform Sender email address. PLEASE NOTE: a Platform email address is required before you are able to Add New Platform Users as the Platform needs to be able to send invitations to Newly Added Users. This email address will also be used for all future outgoing emails sent by the platform.
Email Address Verification: Once the above email address has been added (& you save changes), AWS will send an Email Address Verification Request email to the email address that was added. You will need to click on the link included in this email to Verify that the email address is yours. You will see a 'Verified' status next to the email address after the link has been clicked on.
SES Sandbox mode: You will also need to ensure that your SES (email sending) account has been authorised by AWS to send emails to external email addresses.You may need to raise a ticket to have your SES account promoted from SES sandbox to SES: Production access. If you see any error messages or the platform is not sending out any emails, please raise a support request with the AWS team (as your account is then still in Sandbox mode).
Email Sender Name: The Name used within the Email Sender field. By default this is set to '${BrandName} Retail', however you can manually update this here.

If you plan to use Personalisation Hub's Virtual Queueing or Appointments Features, please also follow the AWS process to ensure that the platform can send SMS messages. SMS messages are sent for transactional purposes only (not marketing purposes), when a customer Joins the Queue, It's their turn, Missed their turn, etc. SMS is also used to confirm and manage Appointment Bookings.

Approval to send SMS Messages: You need to raise a ticket to get your instance of the platform approved to send SMS messages (see following AWS support article for more info)
Register SMS SenderID: This will be used as the Platform Sender shown in SMS messages. In many regios you will need to register a SenderID so that you can send sms messages using your own brand/company name (see following AWS support article for more info).
AWS SES Region: Check/Update the AWS region that gets used to deliver any SES messages.

Once you've made the desired changes to the Platform Set-Up page, press 'Save Changes' & you will be prompted for your Admin password before any changes will take effect.

3. Common Issues encountered and proposed solutions

Email Address Verification

After adding & verifying the platform sender email address, AWS team generally follow the same process and will always ask for more information.

Use/update the below template in your response to their initial response/rejection:

"Hello AWS Support Team,

Thank you for your response.

We use Amazon SES exclusively for transactional and operational communications within our organisation. Emails are sent only to employees and authorised third-party vendors who have been granted access to the Personalisation Hub platform.

These communications include device and display offline alerts, helpdesk issue reports, platform user invitations, password-reset notifications, and Google My Business sync issue alerts. Email volume varies based on store activity, user behaviour, and operational events, but all recipients are authenticated and known users within our internal systems.

Recipient lists are managed through our organisation’s access-management processes, including routine audits to add or remove users as required. We actively handle bounces, complaints, and unsubscribe events through internal monitoring and automated safeguards to ensure we maintain a healthy and compliant sending environment.

All content sent via SES is strictly operational, non-marketing, and essential to platform functionality. Our sending domain has been fully verified, and we are requesting production access so that our approved SES identity can reliably deliver these critical transactional notifications.

Thank you,"

SMS Sender Verification

After following the
If you are a New AWS Customer & have not sent SMS messages from your AWS account before, it is likely that AWS will reject your request to send SMS messages from the platform.

Use/update the below template in your response to their initial rejection:

"Hello AWS Support Team,

Thank you for your response.

We would like to request a reconsideration of the SMS restrictions applied to our account. The reason this AWS account is brand new is that we are a new AWS customer and wish to leverage the Personalisation Hub platform, a solution that is only available through AWS Marketplace, to support Virtual Queueing (and later Appointment Bookings) across our retail store network.

Both features rely on Amazon SNS SMS as a core communication method with our customers. Without SMS capabilities, we are unable to begin onboarding or generate the usage patterns and billing history you require.

To progress with our deployment and begin generating billable usage of AWS services, we kindly request that SMS functionality be enabled for our account.

We appreciate your assistance and are happy to provide any further information needed.

Thank you,"

SMS Sending Rejected - 2nd Time

In the worst case - AWS may reject the above request to send SMS Messages. Please raise a support ticket (support@personalisationhub.com) & the team will assist you with a work-around using Twilio.

Please Note: Open a Twilio account before raising this support request.

The Following Platform Settings can be defined later:

Add Admin Users: Add the email addresses for each of the users that should be provided with Admin access (press enter after adding each email address). Admin users can control all platform settings & enable all platform features.
Add Marketing Users: Add the email addresses for each of the users that should be provided with Marketing access (press enter after adding each email address). Marketing users can access all the primary platform featires, however there access within Company Settings & Platform Admin is restricted to features required by Marketeers.
Add Helpdesk Users: Add the email addresses for each of the users that should be provided with Helpdesk access (press enter after adding each email address). helpdesk users have basic access to Retail Store Info and if you are running Digital Signage they have basic access to your Displays & Devices status/info.
Helpdesk Phone Number: Phone number of your IT Helpdesk. This number is included on certain internal communications.
Support Email Address(es): Email address(es) for the team supporting your instance of the platform internally. As above, this email address is included on certain internal communications.
Privacy Policy URL: Please ensure your organisation's privacy policy URL is added here before launching Queueing or Appointments publically. This is the link that gets used when capturing a visitors data when joining a queue or booking an appointment through the platform.

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