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Getting started with Clienteling

  • Published on Aug 3, 2026
  • 2 minute(s) read
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This guide explains the steps required to enable Clienteling and onboard stores. The process includes regulatory approval, phone number assignment, template configuration, and WhatsApp enablement.

Step 1: Request enablement

To get started, contact NewStore support by raising a support request or submit a request via the form in Omnichannel Manager > Settings > Clienteling. You will need to provide:

  • The environment(s) you want enabled (Staging and/or Production)

  • The countries where you want to use Clienteling

Step 2: Regulatory compliance

Each country has specific requirements for assigning a business phone number to your stores. NewStore will:

  • Review your country list and request the necessary business information and documentation

  • Guide you through the compliance approval process

  • Submit the required documentation on your behalf. You can review what is needed here.

Note

  • Regulatory approval typically takes few weeks per country. Timelines may vary depending on local regulations.

  • Recommendation: Start with one country and a small number of stores to validate your setup before expanding globally.

Step 3: Store onboarding & phone number assignment

Once a country is approved and support self-service, you can onboard your stores directly in Omnichannel Manager.

  1. Go to Omnichannel Manager > Clienteling > Stores.

  2. Click Onboard Store.

  3. Select the store from the drop-down list

  4. Verify the store landline number

  5. Select the Clienteling phone number to assign

  6. Click Save.

See onboarding stores for more information.

Note

In some countries, an additional application is required to purchase each number, NewStore will assist you in those cases.

The Clienteling Chat is now visible in the Associate App for that location. Before start messaging with SMS, ensure you understand how opt-in works, and review your SMS disclamers.

Step 4: Enable WhatsApp for Clienteling (Self-service)

You can enable WhatsApp for Clienteling without any dependency on the NewStore team. To enable WhatsApp for your business, ensure you have a valid and verified Meta business account. See Meta configuration for more information. After completing the Meta configuration and verifying your Meta Business Portfolio, the next step is to enable WhatsApp for Clienteling in Omnichannel Manager.

To enable a store to use WhatsApp for clienteling, follow the steps available here.

Step 5: Create templates (Self-service)

Regardless of using only SMS, only WhatsApp or both, templates or quick replies may be required to successfully operate Clienteling. You can manage templates and quick replies via self-service in Omnichannel Manager > Clienteling > Template and/or SMS Disclaimers.

Each tenant is required to have a minimum of two Meta‑approved templates for WhatsApp to display in the Associate App :

  • Opt-In Template - Used to initiate outreach and capture customer opt-in. WhatsApp-specific.

  • Reconnect Template - Used to open a 24-hour service window on WhatsApp, in compliance with Meta’s messaging policies. WhatsApp-specific.

See Configuring WhatsApp templates for details on how to create and manage templates.

Note

For supported countries, you can enable WhatsApp and create templates on your own without any dependency on NewStore. NewStore will support the enablement process for countries that are not supported.

Step 6: Test and Go live

Test the integration in the staging environment before you go live. To test Clienteling via WhatsApp, ensure you have a valid and verified Meta business account for Staging and another for Production.