Send a product/list and receive orders in the conversation

Open in

View as Markdown

Open in ChatGPT Open in Claude

Conversa Labs

Last updated on Sep 27, 2026

Overview

With the catalog ready and synced, you can send products to the customer inside the conversation and receive their order back as a structured card. Instead of describing prices in text, you send the right item; when the customer builds a cart on WhatsApp, the order arrives organized, with items, quantities and a total — plus shortcuts to generate the charge.

There are three ways to show products: single product, product list and open the catalog. And one way to receive: the order that becomes a card in the conversation.

Prerequisites

A native catalog with products and, for native WhatsApp features, active sync with the WhatsApp Business Catalog.
A WhatsApp (Cloud API) Inbox — the native product, list and order formats work on the Cloud API.
An active storefront on the number, in the inbox's Catalog & Storefront tab. Meta creates every number with the storefront turned off: without activating it, sending a product fails with error #131008. See Catalog & Storefront in the WhatsApp inbox.
For an interactive single-product send over WhatsApp Web, an active Web inbox is enough; sending native carts and lists remains exclusive to the Cloud API. An order the customer sends from the cart also arrives on WhatsApp Web and becomes an order card when the platform can read its items through the connected number.
To charge the order: the Payments module configured.

Step by step

Open the conversation with the customer.
In the composer, choose send product and select an item (single product) or build a product list. When there is more than one variation, choose the right one; when that variation has prices in more than one currency, choose the currency too. You can also open the catalog for the customer to browse.
On the Cloud API, the customer can add items to the cart. On WhatsApp Web, they use I'm interested or View product on the interactive card.
When the customer completes the cart, the order arrives in the conversation as an order card with items, quantities and the total.
On the order card, use Create charge or Create subscription to bill exactly what was ordered — the amount is pre-filled with the order total.
Track the payment in the Payments module; once confirmed, the customer receives the confirmation.

Settings & options

Single product: sends a specific item from the catalog.
Variation and currency: the card uses the chosen variation and its registered price for the chosen currency; the selection never silently returns to the first variation.
Product list: sends several items grouped into one message while preserving each product's chosen variation and currency.
Open catalog: invites the customer to browse the catalog on WhatsApp.
Order card: shows items, quantities, total and the customer's notes.
Order shortcuts: Create charge (one-off payment) and Create subscription (recurring), already pre-filled with the order amount.
Referred product: when the customer replies quoting a product, an indicator of the quoted item appears next to the message.

Use cases

A customer asks about a specific item — you send the single product with photo and price.
Consultative support — you send a list with the best options for the customer to choose from.
The customer builds the cart themselves — the order arrives ready and you bill in seconds.
A recurring sale (subscription/plan) — the order becomes a subscription with the agreed amount.

Tips, limits & best practices

Charge what was ordered: the card uses the order total agreed with the customer; the amount is not recalculated from the current catalog prices. Billing the order respects exactly what the customer built.
Major-unit amounts: the total is the sum of price × quantity (4.97 = R$4.97), without dividing by 100.
Cloud API: the native format is used only when the chosen variation is published with its own retailer_id and uses the published currency. Otherwise, the platform sends the enriched card with the exact variation and price instead of substituting an item.
WhatsApp Web: a single product is sent as an interactive card with an I'm interested button and, when the record has a public link, View product. This send requires no additional license.
Review the order before charging: items, quantities and total.
Product names and photos: the platform looks up the product in this order: the platform's native catalog; what it already learned about the product from earlier orders; WhatsApp itself, through the connected number; and Meta's catalog, when the inbox token is allowed to read it. The name and photo may appear a few seconds after the card, without reloading the page. The price and quantity always come from the customer's order.
Hybrid inbox (Coexistence + WhatsApp Web on the same number): there is still a single card. The copy that arrives through WhatsApp Web only completes the product name and photo on the Coexistence card; it never creates a second message.

Troubleshooting

The send failed with error #131008: the storefront is not usable on the number — either the catalog is not linked to the WhatsApp Business Account or the storefront is turned off. Open the inbox's Catalog & Storefront tab, select the catalog and click Turn on storefront for this number. Details in Catalog & Storefront in the WhatsApp inbox.
The customer didn't receive the native product/list: confirm the inbox is WhatsApp Cloud API and that the catalog is synced. Also check whether the selected variation has its own retailer_id; without it, receiving the enriched card is the expected fallback.
The order didn't become a card: check that the order came from the WhatsApp cart; orders from outside WhatsApp follow the e-commerce lifecycle.
Wrong amount when charging: the card pre-fills the order total; if you edit it manually, remember major units (don't divide by 100).
The card shows a code instead of the product name: the code is the product's identifier in the WhatsApp catalog. It appears when the product is not in the platform's native catalog and no other source provided the name — for example, when the number's catalog is the WhatsApp Business app's own catalog and the Cloud API token is not allowed to read it. On a hybrid inbox, the WhatsApp Web copy fills in the name and photo automatically. For a permanent fix, sync that catalog with the native catalog. The platform never makes up a name.
A WhatsApp Web order shows only the total, without its items: the platform could not read the order's items through the connected number, for example because WhatsApp Web was disconnected at that moment, or the items it read do not match the order's quantity and total. In that case the platform does not build a partial card, which would charge less than the customer ordered. The card shows what the message carried; confirm the items with the customer before charging.