Catalogs
Bring your Meta Commerce Manager catalogue into IconEngage, keep it in sync, and send products to customers from the inbox.
IconEngage reads the product catalogues you attach to your WhatsApp Business Account in Meta Commerce Manager. Once a catalogue is here, your team can send products in conversations, and customers can browse and send you carts (see Orders).
You manage products in Meta Commerce Manager, not in IconEngage. The catalogue here is read-only and picks up changes on the next sync.
Connect a catalogue
- In Meta Commerce Manager, attach a catalogue to the business that holds your WhatsApp Business Account.
- In IconEngage, go to WhatsApp › Catalogs.
- Click Look for new catalogs. If you have more than one WhatsApp account, there is one button per account.
You'll see "Looking for new catalogs." Any catalogue it finds is listed within a few minutes, with its products. IconEngage also looks for new catalogues every hour, so a newly attached catalogue appears on its own too.
If no WhatsApp account is connected yet, the page says so. Connect one first (see Connect your WhatsApp number).
The Catalogs page
| Column | What it shows |
|---|---|
| Catalog | The catalogue's name. Click it to see its products. |
| Products | How many products it holds. |
| Last synced | When it was last read from Meta. |
| Outcome | What happened on the last sync. |
| Outcome | What it means |
|---|---|
| Synced | Products were read, with how many changed. |
| No change | Nothing had changed. |
| The account's token could not read it | The WhatsApp account's access token was refused. Check the account under Numbers and accounts. |
| Not visible to the account's token | The token can't see this catalogue. Check its access in Meta Commerce Manager. |
| Throttled by Meta — retried on the next run | Meta asked IconEngage to slow down. It tries again automatically. |
| Failed | The sync didn't complete. |
Sync a catalogue now
Catalogues sync on a schedule. To pick up changes straight away:
- Go to WhatsApp › Catalogs.
- Click Sync now on the catalogue's row.
You'll see "Sync queued. Products arrive shortly." If a sync is already running, you'll be told so.
Browse products
Click a catalogue's name to see its Products: Product, Retailer id, Price, Availability and Updated. Use Search products to find a product by name or retailer id, and the Availability filter to show, for example, only In stock products. Click Catalogs to go back.
Send products in a conversation
You can send one product, or a list of up to 30, to a customer from the inbox.
- Open the conversation in the inbox.
- In the message box, click Send products.
- Choose the Catalog, if there is more than one.
- Under Send, choose One product or A product list (up to 30).
- Select the products. Search by name or retailer id if you need to. Products that are unavailable can't be sent.
- Click Insert.
- For a product list, enter a Header (up to 60 characters) and a Body (up to 1024 characters). Both are required. You can also add a Section title (up to 24 characters, "Products" if left blank) and a Footer.
- Click Send products.
Products are sent like any other message: only inside the 24-hour window, and not to a customer who has opted out. Outside the window, send a template first (see The 24-hour window and templates).
Who can do this
| Task | Roles |
|---|---|
| See catalogues and products | Every role except Billing Administrator |
| Look for new catalogs, Sync now | Owner, Admin |
| Send products in a conversation | Roles that can both see catalogues and send messages: Owner, Admin, Supervisor, Agent, Marketing Manager |
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.