Sending Products in a Message
What are product messages?
A product message shows real products from your catalog inside a WhatsApp chat. The customer can tap one, see the details, and add it to a cart without leaving the conversation.
There are three kinds, and the difference is simply how much you choose for the customer.
| Kind | What the customer sees | Use it when |
|---|---|---|
| Single product | One product, shown large at the top of the message | You are recommending one specific thing |
| Multi-product | A short list you picked, grouped into sections | You are showing a small selection - a few offers, one range |
| Full catalog | A button that opens your whole catalog | You want them to browse everything |
How to use it
Product messages are sent as templates, so they go through Meta approval once and can then be used again and again.
Create the template
- Go to Templates → Create Template.
- Choose the Commerce message type.
- Pick which kind you want - single product, multi-product, or full catalog.
- Write your message body as normal. You can use variables like
{{1}}for the customer's name. - Submit it for approval.
The Commerce option only appears if Commerce is enabled on your account and your catalog is connected. See Connect Your Product Catalog.
Choose the products
Which products appear is decided differently for each kind:
- Single product - you pick the exact product when you build the template.
- Multi-product - you pick the products and arrange them into sections when you build the template.
- Full catalog - you pick nothing. WhatsApp opens the catalog connected to your number.
Send it
Once Meta approves the template you can send it:
- From the inbox - open a chat and send it to one person.
- From a campaign - send it to a group or a tag. See Using Templates in Campaigns.
- From a flow - let your chatbot send it. See Commerce in Flows.
Tips & best practices
- Send yourself the first one. Product messages look quite different from normal templates, and one test send tells you more than any preview.
- Keep multi-product lists short. A wall of products is harder to act on than five good ones.
- Lead with a reason. The message body is what persuades - "Here's the size you asked about" beats "Our products".
- Check the product still exists. If you delete a product from your catalog, a template that points at it will stop working.
Frequently asked questions
Do product messages need Meta approval?
Yes, like any template. Approval is usually quick, but build them before you need them rather than on the day of a campaign.
Can I change the products in an approved template?
For single and multi-product messages the products are part of the template, so changing them means a new template. A full catalog message always shows whatever is in your catalog right now, so it never needs rebuilding.
The Commerce option is missing from the template builder
Either Commerce is not enabled on your account, or no catalog is linked. Check Commerce → Settings.
What happens after the customer taps a product?
They can add it to a cart and keep browsing. When they send the cart, it arrives as an order - see Receiving Orders.
Can I send a product message to someone who never messaged me?
Yes, as an approved template - the same rules as any other template apply.