Announcing support for WhatsApp Product Catalogs

We have another exciting WhatsApp feature available today. Customers can now build out eCommerce experiences over WhatsApp with our newly introduced support for Product Catalogs. You can now help your customers through a full eCommerce experience over WhatsApp and any product questions that come in to your tickets will include all relevant product details, making it easy for your agents to answer their questions.

What do I need to do?

First you will need to set up your product catalog via your Meta Business Manager. From there you can choose to share one product, multiple products or the entire catalog with your customers.

After a customer selects the products they'd like to purchase, a webhook event with the selected products will be triggered. You can then use this webhook to populate a ready-made shopping cart on your eCommerce site and serve it back to your customer in the same WhatsApp conversation.

Given the need to configure our passthrough:messaging webhook event, you will need access to the Sunshine Conversations API. Access to the messaging platform is available to customers on the Suite Professional or Enterprise plans.

Support for product questions originating from catalog items with context works out of the box and requires no configuration.

What are the pricing implications?

The use of the Sunshine Conversations API as described above will count toward your MAUs. These platform usage fees are billed through Zendesk.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.