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
During early access, NewStore creates and manages WhatsApp templates for your stores. Retailers cannot create, edit, or delete templates. To create or modify templates, contact your Omnichannel Success Manager (OSM).
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.