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 across all Helpdesk channels (Email, SMS, WhatsApp, Webchat, and Instagram).

By giving your support team easy access to one-click product suggestions, Helpdesk lets your team grow beyond just solving issues and move toward providing a concierge experience for customers who reach out.

Before you begin

• Catalog Sync: A product catalog is synced to Klaviyo (via Shopify, BigCommerce, WooCommerce, or manual upload).

• Subscription: You have a paid Helpdesk subscription.

• Agent Role: Support agent or higher.

• Inventory: Products you plan to share are in stock.

• Time to complete: Instant.

Note: While all channels support product sharing, the visual experience varies. WhatsApp, Webchat, and Instagram render interactive product cards. For Email and text, recipients will receive a high-quality image and a direct product link.

Overview

Product recommendations allow you to suggest items without the customer having to switch tabs or hunt for links. This feature is available for every conversation in Helpdesk, regardless of the channel the customer is using.

Sending a product recommendation

1. Go to Helpdesk > Tickets and open any conversation.

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

3. 

4. In the Product picker modal, search for the product(s) or filter by category.

   • Each tile displays the product image, title, and published status.

5. Click Add products. A chip will appear in your reply draft.

6. 

7. Add any additional text above or below the chip.

8. Press Send.

Channel Experience

How the customer sees your recommendation depends on the channel:

FAQ

Can I change the price or title in the card?

No. To prevent discrepancies, cards always display the current live catalog information.

Do product cards cost extra credits?

No. They are treated as a standard message send within your Helpdesk subscription.

Is a multi-product carousel available?

Yes. You can select multiple products to send in a single reply to create a carousel or list.

Does this work on all channels?

Yes. You can now use the product picker on Email, SMS, WhatsApp, Webchat, and Instagram.

Would you like me to draft a quick announcement email for your agents to let them know about these new channel capabilities?