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When a customer asks “what do you have?” or “do you sell the 5-litre one?”, the agent can answer with the products themselves rather than a paragraph about them. WhatsApp draws them from your own catalogue — your photographs, your prices, your descriptions — and the customer can tap through, add to a cart and send the order back into the same conversation.

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What you need first

A product catalogue linked to your WhatsApp Business Account, in Meta’s Commerce Manager. This is the one part we cannot do for you: Meta only lets the business that owns the catalogue link it. If you sell on Shopify or WooCommerce you very likely have a catalogue already — those platforms publish one to Meta for you, and linking it is a setting rather than a piece of work.
We never copy your catalogue. Prices and pictures are rendered by WhatsApp from your catalogue at the moment the message is opened, so a customer cannot be shown a price you changed last week.

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Turning it on

On the agent’s Channels page, under the WhatsApp number, switch on Show products from your catalogue. With the switch on and no catalogue linked, nothing happens — the agent is simply never offered the ability, rather than trying and failing in front of a customer.

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What the customer sees

All three carry the agent’s own words above them, so it still sounds like a conversation rather than a brochure.

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Naming particular products

To show specific products rather than the whole catalogue, the agent needs to know your product codes — the SKUs as they appear in your catalogue — and what each one is. Meta does not let us read the contents of your catalogue, only the fact that you have one, so this short list is something you tell us. Send us the codes and names and we will set them against your agent. Until then the agent opens the whole catalogue, which is the useful half and needs nothing from you.
A code that does not exist in your catalogue makes WhatsApp refuse the entire message, so the agent only ever names codes from your list and quietly skips anything else. If a product never appears when it should, the code we have is probably not the one in Commerce Manager.

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Orders

An order the customer sends back arrives in your inbox as part of the conversation, listing what they chose as 2 x SKU-CODE — the codes from your own catalogue, since Meta does not let us read the names against them. Nothing is charged and nothing is reserved: a catalogue order is the customer saying what they want, not a sale. It is yours to price, confirm and fulfil, exactly as if they had typed it out.

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Where this is charged

A product message is an ordinary WhatsApp message inside the customer’s 24-hour window — the same price as any other reply, with no surcharge for the products in it. Starting a conversation with products is not possible: outside the window WhatsApp carries only an approved template.