---
title: "Getting started with Clienteling"
slug: "getting-started-with-clienteling-for-whatsapp"
updated: 2026-08-03T09:35:46Z
published: 2026-08-03T09:35:46Z
canonical: "docs.newstore.com/getting-started-with-clienteling-for-whatsapp"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newstore.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting started with Clienteling

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](https://docs.google.com/forms/d/e/1FAIpQLScxSDJyCnSdNWmn1iYebVVDwWLxpZ0069wWgxa_ZGUKRRr6nw/viewform) 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](/v1/docs/managing-clienteling#supported-countries-and-documentation-requirements).

> [!NOTE]
> 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](/v1/docs/managing-clienteling#onboarding-stores-to-clienteling), 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](/v1/docs/managing-clienteling#onboarding-stores-to-clienteling) for more information.

> [!NOTE]
> 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](/v1/docs/managing-clienteling#optin-message), and review your [SMS disclamers](/v1/docs/managing-clienteling#update-the-sms-disclaimer).

### 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](https://docs.newstore.com/docs/set-up-clienteling-via-whatsapp#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](/v1/docs/set-up-clienteling-via-whatsapp#enabling-a-store-for-whatsapp-clienteling).

### 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](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-messages#customer-service-windows). WhatsApp-specific.

See [Configuring WhatsApp templates](/v1/docs/configure-clienteling-templates) for details on how to create and manage templates.

> [!NOTE]
> 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.