Businesses using the WhatsApp Business API can showcase and sell products and services. Customers can browse items and add them to a cart without leaving the chat using the Product Catalog feature.


Creating a Catalog

If your business doesn't have a Meta catalog, you can create and upload a new catalog under the business ID of Freshworks.

  1. Navigate to > Business settings > Data sources > Catalogs.
  2. Click the Add dropdown and create a new Catalog.

  3. In the popup that opens, enter a Catalog name for your reference.
  4. Select the type that best suits your business needs and click Create Catalog.
  5. Open the newly created catalog from the list in Commerce Manager.

  6. The Commerce Manager has the option to create items inside a catalog. Click the Add Items button on the Overview page to add your items to the catalog.

  7.  Items can be created manually or through a data feed. 

    • To use a partner platform like Shopify, navigate to Add channel. You'll be redirected to link your Shopify store with your Facebook account. Follow the onscreen instructions to set up your Meta account in Shopify as per your requirements (such as what data you need to collect from your customers). Submit this to Shopify for approval before using the configured catalog.

    • To manually add items, click Manual > New Item and fill in all the required fields. Make sure to add the Brand, a mandatory parameter for the item to be eligible for ads. 
  8. Once the items are added, you can click on the item and edit them.

  9. Please click here to learn more about adding catalogs in Meta Business Manager.

Sharing Catalog Access

You need to share the Catalog with Freshworks to make it available on WhatsApp via Freshchat. Your clients can grant permission for Freshworks to manage their existing Meta catalog with the following steps:

  1. Click on Assign Partner in the Business Settings Page

  2. Click on Assign Partner > Business ID.

  3. The "Share this catalog with a partner" popup will show up.
    • Enter your Freshworks Meta Business ID in the field where you need to Enter partner business ID fields. 
    • If you don't have it handy, please write to with the subject line "Requesting Business ID for Catalog Creation". 
      4. Click Done to share the catalog with Freshworks.

Linking Catalog with Your WABA

You need to link your Catalog to your WABA (Whatsapp Business Account) to use it with your associated numbers. Please follow the below steps to link your catalog with your WABA.

Note: The process of syncing your Meta catalogs with your WABA may take up to one hour depenmding on the complexity and volume of your catalogs.

  1. Navigate to your Whatsapp Manager via > Business Settings > Whatsapp > Settings > Whatsapp Manager. Navigate to the sidebar > Account tools > Catalog option.

  2. Use the dropdown to select the catalog name that you created. Click on Connect Catalog.


  3. You will receive the following success message after the Catalog connects with your WABA.

Here are some helpful links:

  • To learn more about using Catalogs with your chatbot from Freshchat, click here. 
  • To enable the WhatsApp Catalog Storefront on your account, you need to visit the Whatsapp Settings page.

    If you cannot locate the settings page, reach out to

You can connect only one catalog with your WABA at a time.
You can connect only one catalog with your Freshchat account at a time.
If you are using an OBO account please write to to link your catalog.