Products & Catalogs
Learn how to build and send messages with single and multiple products
Businesses can enable Catalogs to share products with customers using Multi and Single-Product messages or showcase their products and services to their customers in the WhatsApp App, allowing them to browse through and add items to their cart without leaving the conversation, providing a seamless and convenient shopping experience.
See below how to create and use Catalogs in your WhatsApp Business Account.
First, you need to upload your inventory to Facebook. You can use the API or Facebook’s Commerce Manager to do that.
If you already have a Facebook catalog set up, we suggest that you leverage that catalog for WhatsApp commerce use cases.
If you need to create a catalog, there are two possibilities:
You can upload only one catalog per WhatsApp Business Account (WABA), but the same catalog can belong to multiple phone numbers.
We recommend giving your catalog a unique name such as "Catalog Name" & “_” & "Catalog ID" so it is easier to locate while connecting it in Step 2. Example:
Catalog Name: "Summer Collection", Catalog ID: "14556734" → Unique Name: "Summer Collection_14556734" Catalog Name: "Books", Catalog ID: "24680988" → Unique Name: "Books_24680988"
To connect a catalog to your WhatsApp business account:
- Go to Business Manager and select your business
- Click WhatsApp Manager
- Click Catalog
- Click Choose a Catalog. From the drop-down menu, select the catalog that you want to connect
- Click View Catalog if you want to view or manage the catalog
- Click Connect Catalog
The catalog is connected to your WhatsApp business account. You can start sending Single Product Messages and Multi Product Messages to your customers and receive responses from them.
If you are having issues connecting your catalog our Support Team can assist you, however, you must give 360dialog permission to manage it for you. Please follow the same steps as shown in the screenshot below.
If the WABA is owned by 360dialog (which happens if you were onboarded using the Classic Signup Process), we will connect the Catalog to your WhatsApp Business API account for you.
You will need to first create your own Facebook catalog (if you don't have one). Then you will need to give us permission to manage it —these permissions are controlled via Business Manager and Commerce Manager as shown in the screenshot below.
After the Catalog is created and linked to the WABA, businesses have three options to share products when chatting with their customers:
- Multi Product Messages: Messages containing a selection of up to 30 items from a business’ inventory.
- Single Product Messages: Messages with a single product item from the business’ inventory. The product is displayed in a Product Detail Page (PDP) format.
- Catalog Links: Messages containing catalog thumbnails and a link to their entire product catalog.
When sending a text message, businesses can use the optional
trueto have the message render a set of product catalog thumbnails of any URL in the message
To assemble wa.me link, append the business's business phone number, including country code, to the end of the following string:
If you disable the catalog, wa.me links to your catalog, as well as the View catalog button that appears when you send your catalog link in a message will display an Invalid catalog link warning when tapped.
When enabled, the catalog storefront icon and catalog-related buttons appear in conversation and business profile views:
When the catalog is disabled, the storefront icon and catalog-related buttons will not appear in any views and the catalog preview with thumbnails will not appear in the business profile view.
By default, the catalog will be off. To turn on the visibility of your catalog within the WhatsApp chat thread and your business profile to showcase your products, you can either file a Support Ticket and we will enable the Catalog to your WhatsApp Business API account for you, or, your Partner can enable it using the Partner API.
By default, customers can add a product to their cart, or amend quantities directly from the list or product details page. When enabled, cart-related buttons appear in the conversation, catalog, and product details views.
When it is disabled, customers can see products and their details, but all cart-related buttons will not appear in any view.
After viewing products, a customer can add them to their shopping cart and send that cart to a business. For the purposes of commerce on WhatsApp, a shopping cart:
- Is unique to a person/business chat thread in a specific device: Only one cart is created per chat thread between customer and business and carts do not persist across multiple devices. Once a cart is sent, the customer can open another cart with the business and start the process again.
- Has no expiration date: The cart persists in the chat thread until it is sent to the business. Once sent, the cart is cleared.
Customers can add up to 99 units of each single catalog item to a shopping cart, but there is no limit on the number of distinct items that can be added to a cart.
Once a cart has been sent, no edits can be made. Customers can send a new cart if they need new items, or would like to change their order. Businesses cannot send carts to customers.
Upload your inventory to Facebook Catalog inventory management
Q: Can my catalog be used for other use cases across the Family of Apps, such as ads or Shops?
A: Products work for both Multi-Product and Single Product Messages and ads without additional work —once the catalog has been accepted and enabled. If a catalog is used for Shops, the business needs to create another catalog to be used for Multi-Product Messages, and vice versa.
Sharing your products with customers
Q: Why only 30 items in a Multi-Product Message?
A: We heard feedback from our users that they prefer shopping on WhatsApp because it’s either simpler and more efficient or more personal than going to a business’s app or website. Multi Product and Single Product Messages are the best experiences for use cases that are more curated to the customer e.g. personalized recommendations based on previous purchases, rather than browsing a full catalog. They work best when combined with navigation tools like NLP, text search, or List Messages and Reply Buttons to get to what the customer is looking for fast.
Q: Why are my product messages not arriving?
A: Make sure you have an Open session (Customer Care Window) with your customer. If you are a Business based in India, make sure your Compliance Info is set.
Q: How many items can I add to the Catalog?
A: There is no limit on the number of products to showcase in the Catalog. However, we recommend 100 items per Catalog to improve the user's experience until new functionalities, for example, Categories, are released.