Sending a product catalog over WhatsApp lets agents turn a chat into a checkout in just a few clicks. This guide shows how to send a WhatsApp catalog template from the Agent Portal and what happens when the customer selects items and returns a cart that you can review in BoldDesk (itemized details and totals included). This workflow applies to all WhatsApp channels in BoldDesk—Twilio, Gupshup, and Meta (WhatsApp Business).

Prerequisites

• WhatsApp Business Platform is connected to your Agent Portal.
• A catalog message template (with required placeholders, if any) is approved and available in your template list.
• Your WhatsApp Catalog is set up and synced.
• The customer has a valid WhatsApp number and has opted in to receive messages from your business.

Steps to Send a Catalog Template from the Agent Portal

1. In the chat conversation, select the WhatsApp conversation.

2. Click WhatsApp Template icon in the message input box.

   

3. In the template list, choose the catalog format template.

4. Complete any required fields.

   

5. Review the preview (if available), then click Send to deliver the catalog template to the customer on WhatsApp.

Catalog Template User Experience on WhatsApp

1. The customer will receive a catalog template message in WhatsApp.
2. The customer has an option to View Catalog for the list of available products.
3. Users can browse items, view prices, adjust quantities, and add to cart. Once selections are made, the user can send the selected items back to the Agent Portal.

How the Returned Cart Appears in the Agent Portal

1) Cart Summary in the Conversation

• The Agent Portal receives a cart summary that includes:

  • Total number of product items

  • Total price of all selected products

    

2) View Received Cart (Line‑Item Details)

• Click View Received Cart to see each item’s name, unit price, and quantity.

• A grand total appears at the bottom of the dialog.

  

Frequently Asked Questions (FAQs)

1. What is a WhatsApp catalog template and why use it?
   A catalog template is a pre‑approved WhatsApp message that lets customers open your product list, select items, and send a cart back to your BoldDesk conversation—so agents can move from chat to checkout quickly.

2. Does using WhatsApp catalog templates work with all WhatsApp providers in BoldDesk?
   Yes. It works the same in the Agent Portal for Twilio, Gupshup, and Meta (WhatsApp Business). Provider setup/approval steps may differ, but sending from BoldDesk is identical.

3. What do I need before I can send a catalog template in BoldDesk?

• A connected WhatsApp channel (Twilio/Gupshup/Meta)
• An approved catalog message template (with any required variables/media)
• An active, synced WhatsApp Business catalog (products, prices, currency)
• A customer with a valid WhatsApp number who has opted in

4. How do I send a catalog template from the Agent Portal in BoldDesk?
   Open the WhatsApp conversation → click the WhatsApp Template icon → select the Catalog template → fill required fields → Send.

5. What does the customer see and do in WhatsApp after a catalog template is sent from the Agent Portal?
   They receive your catalog message, tap View Catalog, browse products, adjust quantities, and submit their selections—sending a cart back to your conversation.

Related Article

How to Configure WhatsApp Catalog Template in BoldDesk