Catalog & Commerce
By Conversa Labs
By Conversa Labs
Native catalog, sync and WhatsApp Business Catalog, sending products/orders in the conversation and e-commerce lifecycle.
Catalog & Commerce overview
Overview The Catalog & Commerce module brings together everything about products and sales inside your conversations. With it you keep a native catalog (products, categories, images and prices), sync that catalog with Meta's WhatsApp Business Catalog, send products and product lists directly in the chat, receive customer orders as a ready-to-charge card, and track the e-commerce lifecycle of external platforms (Kiwify, Hotmart, Nuvemshop, Shopify) without leaving the platform. The goal is to turn the conversation into a sales counter: the customer sees the product, builds the order, and you collect payment — all in one place, integrated with CRM, Payments and Follow-ups. Prerequisites - An active ConversaLabs account with the Catalog & Commerce module enabled for your plan and access role. If you don't see the module, talk to an administrator. - For WhatsApp Business Catalog: a connected WhatsApp (Cloud API) Inbox that can be bound to the Meta catalog. - For the e-commerce lifecycle: access to the external platform (Kiwify, Hotmart, Nuvemshop or Shopify) to set up the webhook. - To charge orders: the Payments module configured (gateways such as Asaas or Mercado Pago). Step by step 1. Create or import your native product catalog (with categories, images and prices). 2. If you serve customers over WhatsApp, bind and sync the catalog with the WhatsApp Business Catalog. 3. During a conversation, send products (a single product or a list) to the customer. 4. When the customer builds a cart, receive the order as a card and generate a charge or a subscription. 5. Connect e-commerce platforms to track the lifecycle (abandoned cart, pending PIX, approved purchase, refund) and recover sales with Follow-ups. Settings & options - Native catalog: product records, categories, images, price and availability. - Sync sources: binding to the WhatsApp Business Catalog (Meta) and to external connectors, with a configurable sync interval. - Sending in the conversation: send a single product, a product list, or open the WhatsApp catalog. - Orders: order card with items, total and shortcuts to Create charge / Create subscription. - Commerce (lifecycle): external platform webhooks with a per-source URL and verification secret. Use cases - A store that serves customers over WhatsApp and wants to show native products without sending the customer to a website. - An operation that receives orders from the WhatsApp cart and bills immediately with PIX or boleto. - A digital-product seller using Kiwify/Hotmart who wants to recover abandoned carts and pending PIX. - A Nuvemshop/Shopify store that centralizes sales recovery inside support. Tips, limits & best practices - Major-unit amounts: a price of 4.97 means R$4.97 — never divide by 100. An order total is the sum of price × quantity for each item. - Native WhatsApp products and orders (catalog, list, order card) work on the Cloud API; on WhatsApp Web, sales use the enriched product card as a fallback. - Keep product images publicly accessible so the sync can download them. - Start with a well-organized native catalog before enabling sync and external connectors. Troubleshooting - I don't see the module: it may not be enabled for your account or role — talk to an administrator. - Products without images after sync: check that the original images are reachable and run the sync again (each run re-attempts the image download). - The customer doesn't receive the native product/order: confirm the inbox is WhatsApp Cloud API. See also - Native catalog: products, categories, images and prices - Sync and WhatsApp Business Catalog - Send a product and receive orders in the conversation - E-commerce lifecycle
Native catalog: products, categories, images and prices
Overview The native catalog is your product base inside ConversaLabs. It's where you record each item with name, description, images, price and availability, organize everything into categories, and keep the data that will be used to sync with WhatsApp and to send products during a conversation. Keeping it well organized is the first step: from it you sync with Meta, send products in the chat, and charge orders. Even if you also use external platforms, the native catalog is the source of truth inside the platform. Prerequisites - The Catalog & Commerce module enabled for your account and access role. - Permission to manage the catalog (create/edit products and categories). - Product images in a common format (for example, JPG or PNG) and reachable. Step by step 1. Open the platform's Catalog area. 2. Create your categories to group products (for example, "Drinks", "Services", "Courses"). 3. Add a product: enter name, description, price and category. 4. Attach one or more images to the product. 5. Set the availability (available or unavailable) and, if applicable, data such as SKU or an external link. 6. Save and repeat for the rest of your products. You can edit or remove items at any time. Settings & options - Product: name, description, price, category, availability, images and identifiers (such as SKU and external link). - Categories: product grouping that makes search and list building easier. - Images: one or more per product; the first is typically used as the highlight. - Price: always in major units of the currency (see the tips section). Use cases - A restaurant or snack-bar menu with categories and photos. - A services catalog (appointments, plans, packages) with a price per item. - A list of physical products for a store that sells over WhatsApp. - A catalog of digital products or courses to send directly to the customer. Tips, limits & best practices - Price in major units: type 4.97 to mean R$4.97. The platform does not divide by 100 — the value you record is the value displayed and charged. - An order total is the sum of price × quantity for each item — also without dividing by 100. - Use sharp, publicly reachable images: the WhatsApp sync needs to be able to download them. Images hosted at addresses that go offline won't be imported. - Keep names and descriptions clear — they appear to the customer when you send the product. Troubleshooting - Price shows wrong (e.g. R$0.05 instead of R$4.97): confirm you typed the value in major units; don't multiply or divide by 100. - Image doesn't show: check that the file is valid and the image address is reachable. - Product won't disappear from lists: mark it unavailable instead of keeping it visible when it's not for sale. See also - Catalog & Commerce overview - Sync and WhatsApp Business Catalog - Send a product and receive orders in the conversation
Sync and WhatsApp Business Catalog
Overview Sync connects your native catalog to Meta's WhatsApp Business Catalog. Once bound, products exist in both places and can be kept in two-way sync: what you record on the platform is pushed to Meta, and what exists in Meta's catalog can be imported into the platform. This is what makes it possible to send native products on WhatsApp, open the catalog inside a conversation, and receive orders from the customer's cart — all from a single, up-to-date catalog. Prerequisites - A connected, working WhatsApp (Cloud API) Inbox. - A catalog set up in your Meta business account (Business / Commerce Manager). - The Catalog & Commerce module enabled and permission to manage sync sources. - A native catalog with products recorded (recommended before the first sync). Step by step 1. In the Catalog area, open the sync sources configuration. 2. Create a source of type WhatsApp Business Catalog (Meta) and select the Meta catalog to bind. 3. Bind the source to the matching WhatsApp Cloud inbox — the access credential is reused automatically from that inbox, with no need to enter a separate token. 4. Set the sync interval (how often the platform checks Meta's catalog). 5. Run the first sync and review the imported/updated products. 6. From then on, changes flow both ways according to the configured interval, and you can force a manual sync whenever you want. Settings & options - Bound Meta catalog: which catalog from the business account is connected to the source. - Inbox: the WhatsApp Cloud inbox used for the credential and to send products. - Sync interval: how frequently automatic syncs run. - Manual sync: a button to run the sync right away. - Two-way: products recorded on the platform are published to Meta; Meta products are imported into the platform, matching identifiers on each side. Use cases - A store that already has a catalog in Meta and wants to bring it into the platform to serve and bill. - An operation that prefers to record products on the platform and publish them automatically on WhatsApp. - A team that maintains a single catalog and wants to avoid updating prices in two places. Tips, limits & best practices - Automatic credential: when you bind the source to the WhatsApp Cloud inbox, the platform uses that inbox's credential — you don't need to register a token just for the catalog. - Images must be reachable: the sync downloads product images. If the original image is hosted at an address that goes offline, it won't be imported. Keep images in a public, stable location. - Major-unit amounts: prices stay in major units (4.97 = R$4.97) on both sides. - Run the first sync outside peak hours so you can review the result calmly. Troubleshooting - Imported products without images: the original image may be unreachable; ensure a public address and run the sync again (each run re-attempts the image download). - Nothing syncs: confirm the source is bound to a valid WhatsApp Cloud inbox and that the selected Meta catalog is the right one. - A change didn't appear on the other side: wait for the sync interval or run a manual sync. See also - Native catalog: products, categories, images and prices - Send a product and receive orders in the conversation - Catalog & Commerce overview
Send a product/list and receive orders in the conversation
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 - Native catalog: products, categories, images and prices - Sync and WhatsApp Business Catalog - E-commerce lifecycle
E-commerce lifecycle: Kiwify/Hotmart/Nuvemshop/Shopify webhooks
Overview The e-commerce lifecycle connects external platforms — Kiwify, Hotmart, Nuvemshop and Shopify — so that sales events arrive inside your support. When something happens on the external platform (abandoned cart, PIX/boleto generated, purchase approved, declined or refunded), ConversaLabs receives the webhook, normalizes the event, and shows a card in the customer's conversation, with payment data when available. With this, you recover sales without switching tools: the team sees the purchase stage right in the conversation and can trigger automatic Follow-ups to win back anyone who didn't complete. Prerequisites - The Catalog & Commerce module enabled and permission to configure commerce sources. - Access to the external platform (Kiwify, Hotmart, Nuvemshop or Shopify) to set up the webhook. - For automatic recovery: the Follow-ups module configured with event-triggered sequences. Step by step 1. In the Catalog & Commerce area, create a commerce source for the desired platform. 2. Copy the webhook URL generated for that source and set the verification secret when the platform requires one. 3. Paste the URL into the external platform's panel (or use automatic registration when available, for example on Kiwify and Nuvemshop). 4. Make a test sale (or a test cart) to confirm the event arrives. 5. See the event card appear in the customer's conversation, with items, amounts and the payment link/data depending on the stage. 6. Set up event-triggered Follow-ups (for example, "abandoned cart") to recover the sale automatically. Settings & options - Commerce source: one per platform, with its own webhook URL and verification secret. - Automatic webhook registration: available on some platforms (e.g. Kiwify and Nuvemshop); on the others, setup is manual in the platform's own panel. - Event card: shows the purchase stage and, when the platform exposes it, PIX/boleto data and the checkout link. - Commerce variables: data from the latest event is available for use in Follow-up messages (payment link, amount, PIX/boleto code, etc.). Use cases - Abandoned cart: triggers a Follow-up sequence reminding the customer to finish. - Pending PIX/boleto: resends the payment code and follows up until confirmed. - Approved purchase: confirms with the customer and unlocks the next support step. - Refund/decline: alerts the team to handle the case right in the conversation. Tips, limits & best practices - What each platform exposes varies: some send the PIX code and the boleto line in the event (full recovery inside the conversation); others only provide the checkout link — in those cases, the card shows the link for the customer to complete. - Amounts and formats differ per platform: ConversaLabs normalizes each event; you don't need to worry about conversion — the card already displays the correct amount. - Verification secret: keep it configured so only legitimate events from the platform are accepted. - Combine with Follow-ups to automate recovery instead of relying on manual action. Troubleshooting - The event doesn't appear: check that the webhook URL was pasted correctly into the platform and that the verification secret matches. - I don't see PIX/boleto on the card: not every platform exposes that data; when it doesn't, the card carries the checkout link. - Duplicate events: the platform handles repeats of the same event; if something looks off, check whether more than one webhook is configured for the same source. See also - Catalog & Commerce overview - Send a product and receive orders in the conversation - Native catalog: products, categories, images and prices