Unlike SMS, WhatsApp templates must be approved by Meta as part of their quality control process. WhatsApp will not appear as a Clienteling channel in the Associate App until at least two approved templates are available. These templates are required to support Clienteling workflows in NewStore:
Opt-In Template - Used to initiate outreach and capture customer consent for ongoing communications.
Reconnect Template - Used to open a 24-hour customer service window, in compliance with Meta’s messaging policies.
Setting up WhatsApp templates
To create an Opt-In or Reconnect template,
Navigate to
Omnichannel Manager>Settings>Clienteling>Templates.Click
Create TemplateIn the category section, select the template you want to create: Reconnect or Opt-In.
Select the
Language, enterTitleandMessagefor the template.Click
Create Template.Template approval
Opt-In and Reconnect templates require Meta’s review and approval. Once approved, associates can use it in the Associate App for clienteling.
Customer service window
WhatsApp enforces a 24-hour Customer Service Window, which determines when associates can send freeform messages to customers. The window opens under specific conditions and lasts for 24 hours from the most recent qualifying customer interaction.
Outside this window, associates are limited to sending pre-approved messaging templates only.
These rules are designed by Meta to prevent spam and protect customers from unwanted messages—and are enforced throughout the NewStore Clienteling experience.
Starting a 24 hour service window
A customer service window can be initiated in the following ways:
Customer initiates the conversation - This immediately opens a 24-hour window during which the associate can reply.
Associate sends a pre-approved template when outside the window - If the customer replies to that message, a new 24-hour window begins for messaging.
Opting-In to Clienteling - Providing consent in response to the initial Opt-In Template starts a new 24-hour window for messaging.