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Send a product/list and receive orders in the conversation

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Conversa Labs

Conversa Labs

Last updated on Jun 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.
  • To charge the order: the Payments module configured.

Step by step

  1. Open the conversation with the customer.
  2. In the composer, choose send product and select an item (single product) or build a product list. You can also open the catalog for the customer to browse.
  3. The customer views the products on WhatsApp and, if they want, adds items to the cart.
  4. When the customer completes the cart, the order arrives in the conversation as an order card with items, quantities and the total.
  5. 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.
  6. 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.
  • Product list: sends several items grouped into one message.
  • 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.
  • Channel: native product, list, catalog and order card belong to the Cloud API. On WhatsApp Web, use the enriched product card as a fallback.
  • Review the order before charging: items, quantities and total.

Troubleshooting

  • The customer didn't receive the native product/list: confirm the inbox is WhatsApp Cloud API and that the catalog is synced.
  • 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).

See also