Multiple WhatsApp Opt-In Templates can be created via Omnichannel Manager to support customer outreach. Once templates are submitted and approved by Meta, associates can select the option that best fits the intended customer interaction.
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. Ensure you select the right language when you create the template. This makes it easy to filter for templates based on language for clienteling.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.
Template statuses
When working with WhatsApp Opt-In Templates, you may see the following statuses:
Unsubmitted – The template has not been submitted to WhatsApp for approval. This status may briefly appear immediately after creating a new template.
Received – The approval request has been received by Twilio but has not yet been submitted to WhatsApp.
Pending – The template is currently under review by WhatsApp.
Paused – The template has been flagged (for example, if users reported spam or blocked it) and cannot be sent to customers.
Approved – The template has been approved by WhatsApp and is available for use.
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.