How to Configure WhatsApp Catalog Template in BoldDesk
BoldDesk supports WhatsApp Catalog Template Messaging via Meta, Gupshup, and Twilio, enabling teams to send personalized product or service updates. This guide walks you through the steps to configure WhatsApp Catalog in BoldDesk.
Prerequisites
Before you begin, ensure you have:
- A WhatsApp Business Account with Catalog enabled.
- Catalog Id and Access token from Meta Business Suite.
Configure WhatsApp Catalog Template in BoldDesk
Follow the steps below to configure WhatsApp Catalog template;
1. Create the Catalog in Commerce Manager
Create your product catalog with Meta Commerce Manager. Learn how to Create a Catalog in Commerce Manager
2. Create Your WhatsApp Catalog Template
WhatsApp catalog templates must be created through the selected messaging provider and approved by the provider before they can be used.
- Gupshup - Learn more about How to Create Templates in Gupshup.
- Meta - Use Meta’s template management tools (Meta Business Manager) to create WhatsApp catalog templates.
- Twilio - Learn more about How to Create templates in Twilio.
3. Integrate WhatsApp with BoldDesk
Before configuring Catalog templates, ensure that your WhatsApp account is integrated with BoldDesk.
- Navigate to Admin → Chat → WhatsApp, then integrate your WhatsApp account by referring to the relevant article based on your selected provider:
4. Configuring WhatsApp Catalog
- Click Add account.
- In Chat tab, enable the below-mentioned option named WhatsApp Catalog.
- Provide your Catalog ID and Access token from the Meta Business Suite. For WhatsApp (via Meta Cloud API), you can use the WhatsApp Token provided in your channel configuration. Learn more about How to Generate Permanent WhatsApp Token.
- Verify the above inputs by clicking the Verify button.
- Once verification is completed, approved Catalog templates will be listed and available for configuration in Welcome message, Away message, and Workflows, with an option to select a thumbnail. Catalog templates can be sent in chats and support customer responses.
- Thumbnail selection availability varies by WhatsApp provider.
- WhatsApp via Twilio: Thumbnail selection is available only when the catalog thumbnail ID is defined as a placeholder at the time of template creation. If a static thumbnail ID is used, the thumbnail selection option is not available.
- WhatsApp via Meta & Gupshup: Thumbnail selection is always available.
This WhatsApp catalog configuration applies to all supported WhatsApp channels in BoldDesk: WhatsApp (via Meta Cloud API, Gupshup, Twilio).
Catalog templates will be listed in the above-mentioned cases only if the WhatsApp Catalog option is enabled in account configuration.
Frequently Asked Questions (FAQs)
Q1: Do I need a WhatsApp Business API account to use this feature?
Yes, BoldDesk requires WhatsApp Business API credentials for catalog integration.
Q2: How often does BoldDesk sync with WhatsApp Catalog?
By default, BoldDesk syncs every 24 hours. You can trigger manual sync from the admin panel.
Q3: Can I manage multiple catalogs in BoldDesk?
Currently, BoldDesk supports one catalog per WhatsApp account.
Q4: What happens if a product is removed from the WhatsApp Catalog?
The product will automatically be removed in BoldDesk during the next sync.
Q5: Is this integration secure?
Yes, BoldDesk uses encrypted API communication and adheres to Meta’s security guidelines.
Q6: What happens if a Catalog is removed from the WhatsApp account?
Sending and receiving Catalog messages is no longer possible.
