Manage your product catalog directly from Utio. This guide covers how to set up, troubleshoot, and get the most out of WhatsApp Commerce features.

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Getting Started

What is a WhatsApp Product Catalog?

A product catalog lets you showcase your products directly in WhatsApp conversations. Customers can browse, ask questions, and place orders without leaving the chat.

To use the catalog feature, you need:

1. A WhatsApp Cloud API number connected to Utio
2. The catalog_management permission granted during connection
3. A Commerce type catalog linked to your business

How to check your permissions

1. Go to Number Settings → Meta Business Manager tab
2. Look at the Core Permissions section
3. Verify that Product Catalog shows as ✅ Granted

If the permission is missing, you'll need to reconnect your WhatsApp number. During the connection process, make sure to accept all requested permissions.

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Catalog Types

WhatsApp supports different catalog types. Only Commerce catalogs can be fully managed from Utio.

Type	Can manage products?	Created by
Commerce	✅ Yes — full CRUD from Utio	You, from Utio or Meta Commerce Manager
WhatsApp	❌ No — read only	WhatsApp automatically

If your catalog shows "This catalog type does not support products", it means your current catalog was created automatically by WhatsApp. You can create a Commerce catalog from the Catalog tab.

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Common Issues

"You don't have permission to create a product catalog"

What it means: The system user token connected to your WhatsApp number doesn't have admin permissions on the Meta Business account.

How to fix it:

1. Open Meta Business Manager
2. Go to Business Settings → System Users
3. Find the system user associated with Utio
4. Click Assign assets and give it Admin access to the business
5. Come back to Utio and try again

"Could not load your catalog"

What it means: There was a problem connecting to your WhatsApp Business account.

How to fix it:

1. Check that your WhatsApp number is connected (green dot in the number list)
2. If disconnected, go to Number Settings and click Reconnect
3. If the problem persists, try refreshing the page

"This catalog type does not support products"

What it means: Your current catalog is a WhatsApp-type catalog that doesn't support product management via API.

How to fix it:

1. Click the Create Commerce Catalog button
2. A new Commerce catalog will be created on your Meta Business account
3. You can then add, edit, and delete products from Utio

Products are stuck in "Pending" status

What it means: Meta reviews all new products before they become visible to your customers. This usually takes a few minutes but can take up to 24 hours.

What you can do:

• Make sure your product has a clear name, description, and a valid image URL
• Prices must be in the correct format (e.g., "29.99 USD")
• Image URLs must be publicly accessible (start with https://)
• Product URLs must link to a real product page

Products were "Rejected"

What it means: Meta found that your product doesn't comply with their Commerce Policy.

Common reasons for rejection:

• Product image is unclear, misleading, or contains text overlays
• Product description doesn't match the image
• Product falls in a restricted category (e.g., alcohol, tobacco, weapons)
• Price is misleading or unclear

How to fix it: Edit the product, fix the issue, and save. Meta will review it again automatically.

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Managing Products

Adding a product

1. Go to Catalog tab in your number settings
2. Click + Add Product
3. Fill in the required fields:
   • Product Name — clear, descriptive name
   • Price — numeric value with currency
   • Description — what the product is
   • Image URL — direct link to product image (must start with https://)
   • Availability — In Stock, Out of Stock, or Preorder
   • Condition — New, Refurbished, or Used
4. Click Add Product

Meta will review your product. You'll see the status as Pending until approved.

Editing a product

1. Find the product in the catalog grid
2. Click Edit
3. Update the fields you want to change
4. Click Save Changes

Deleting a product

1. Find the product in the catalog grid
2. Click Delete
3. Confirm the deletion

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Commerce Settings

If available, you can manage these settings from the Catalog tab:

• Cart — Enable or disable the shopping cart for customers
• Catalog Visible — Show or hide your catalog in WhatsApp conversations

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Need help?

If you're still having trouble, contact our support team with:

• Your WhatsApp number
• The error message you're seeing
• A screenshot of the Catalog or Meta Business Manager tab