Set up Clienteling via WhatsApp

WhatsApp is available as an official Clienteling channel in NewStore. This feature integrates WhatsApp messaging capabilities with the Associate App and Omnichannel Manager so associates can message customers on WhatsApp within existing Clienteling workflows. The feature can be enabled for selected stores.

Prerequisites

• Clienteling enabled in NewStore

  Your business must have Clienteling functionality activated. If Clienteling is not enabled, follow the steps here to enable it for your business

• SMS is enabled for the store

  WhatsApp depends on SMS enablement. Each store must have a configured SMS phone number before WhatsApp can be enabled.  The same number is used for both SMS and WhatsApp channels.

• Meta business account and templates

  • Valid and verified Meta business account (one for Staging, and another for Production)

  • Each tenant is required to have a minimum of two Meta‑approved templates:

    • Opt-in template -  to initiate customer conversations

    • Reconnect template - to reopen a 24-hour customer service window

Meta configuration

If you are new to Meta and WhatsApp, check the Meta Documentation on creating a Meta Business Suite. To help you get started, let us consider Meta’s account system as a hierarchy:

1. Meta Business Suite: This is the highest level of your accounts with Meta and represents your organization in their system.

2. Meta Business Profile: This is a unit within your organization and generally represents a brand or product. It allows you to create separate Facebook, Instagram, WhatsApp accounts per division of your organization.

3. WhatsApp Account: This is an account within WhatsApp specifically, tied to your Meta Business Profile. It holds individual store profiles information.

4. WhatsApp Profile: This is the unit that represents a single store. Each store is created as a profile and has their own profile details and phone number.

Before enabling WhatsApp in NewStore, create your Meta Business Suite and Meta Business Profile that NewStore can integrate with. The integration will allow NewStore to create a WhatsApp Account and WhatsApp profiles on your behalf for stores to be managed through Omnichannel Manager. You do not need to create a WhatsApp Account in advance. If one does not exist, the integration creates it automatically. Use the same account for all store WhatsApp Profiles.

Note

• To remove certain restrictions from your WhatsApp account, complete Meta business verification (free). Refer to Meta documentation for details.

• Do not create or edit WhatsApp Profiles directly in the Meta dashboard. Profiles must be created through Omnichannel Manager to integrate NewStore & Meta.

Once Meta verifies your Business Portfolio, set up WhatsApp for Clienteling in NewStore.

Enabling a store for WhatsApp Clienteling

After completing the Meta configuration and verifying your Meta Business Portfolio, the next step is to enable WhatsApp for Clienteling in Omnichannel Manager.

Important

There are no current limits on SMS. However, due to Meta policies, enabling WhatsApp for your business has a limit of 25 stores.

As a practical measure, prioritize onboarding for your most valuable stores. Share tentative timelines and go-live plans for your stores with NewStore to ensure dedicated clienteling support.

Alternatively, associates in the store can always obtain an SMS Opt-In from customers, and continue clienteling via SMS. Associates can then switch over to WhatsApp as soon as the feature is available for the store.

To enable a store to use WhatsApp for clienteling,

1. Navigate to Omnichannel Manager > Clienteling > Stores.

2. Confirm the store has SMS configured for Clienteling.

3. Select the store and click Enable WhatsApp.

   

4. Enter the store profile details and click Enable WhatsApp, and enter your Meta account credentials to login.
   You can edit profile details in WhatsApp Manager in your Meta for Business account. See the Meta guidelines for more details.
   

   Note

   The store Display Name is shown as the store business name on WhatsApp and must comply with Meta’s guidelines, as it requires approval. If the submitted Display Name is rejected by Meta, a new name must be submitted manually via NewStore Support. This process may take several working days. To avoid delays, choose a Display Namethat aligns with Meta’s guidelines before initiating the approval process.

   

5. In the Meta permissions screen:

   • Select the Meta Business Profile you created and verified.

   • Select Create a WhatsApp Business Account to create a new account.

     • Every environment/tenant requires its own account to be created, and existing WhatsApp Business Accounts cannot be used in this process.

     • Two separate WhatsApp Business accounts, one for Staging and one for Production, are required. Ensure you connect the right WhatsApp Business Account to the right environment to avoid issues and delays.

Example of a verified store’s WhatsApp Profile with display name, description, and phone number from the WhatsApp App on the Shopper device.

Configuring required WhatsApp templates

Your store is now connected to a WhatsApp profile within your Meta account. However, WhatsApp will not appear as a Clienteling channel in the Associate App until at least two messaging templates are configured and approved.
Learn about Configuring WhatsApp templates and set them up in Omnichannel Manager.

Meta service limitations on United States phone numbers

Meta has announced that it is temporarily pausing support for sending Reconnect and Opt-In templates necessary for Clienteling to United States phone numbers (+1 prefix).

This means that:

• Any NewStore location with WhatsApp enabled will not be able to send messages to United States phone numbers through the WhatsApp Channel.

• Shoppers with United States phone numbers will be required to use SMS until Meta completes its work to enable WhatsApp support in the United States again.

• From Associate App version 1.69, associates will not be able to select WhatsApp as a channel when a United States phone number is detected.

• Locations in the United States can still be enabled for WhatsApp. This will allow sending messages through WhatsApp to non-US phone numbers (example, for tourism use cases).

• Only customers with a United States phone number who have opted in for Clienteling via WhatsApp before April 1st, 2025, may initiate conversations with store associates. Unrecognized phone numbers will not be permitted for inbound use cases.