Klaviyo Helpdesk: Product Catalog Selector

You will learn

In this article, you’ll learn how your support team can search for products and send linked recommendations directly from the ticket. By giving your support team easy access to one click product suggestions, Helpdesk lets your support team grow beyond just solving issues, and move towards providing a concierge experience for your most likely to buy customers who reach out.

Before you begin

• A product catalog is synced to Klaviyo (via Shopify, BigCommerce, WooCommerce, or manual upload).
• You have a paid helpdesk subscription. 
• Agent role: Support agent or higher.
• Products you plan to share are in stock.
• Time to complete: instant

Note: Product cards only render in WhatsApp and Webchat. If you send the same ticket reply to email or text message, recipients will see a plain link and image.

Overview

Product cards let you recommend a single item without the customer having to switch tabs or hunt for links. 

Sending a product card

1. Go to Helpdesk > Tickets, then open a WhatsApp or Webchat conversation.

2. In the message composer, click the package icon Add Product Card.

   

3. In the Product picker modal, type to search for the right product(s), or filter by category.
   • Each tile shows the product image, title, and published status
4. Click Add products.
   • A chip appears in your reply.
5. Add any additional text above the chip.
6. Press Send.
   • The customer receives an interactive product card.
   • Clicking Add to Cart instantly adds the product to the customers cart.

FAQ

Can I change the price or title in the card?
No. Cards always display the current catalog information to prevent discrepancies.

Do product cards cost extra credits?
No. They use the same message send as a normal Helpdesk reply.

Is a multi-product carousel available?
Yes. You can select multiple products to send in a single reply. 

Does this work in Web chat or Email?
Web chat and Email will show the image and link, but not the stylized card.