What you’ll need

• A Facebook Business account with an active WhatsApp Business Account.

• Same WhatsApp Business Account connected to Kommo.

• A catalog created in Meta Commerce Manager (catalogs from the WhatsApp Business app aren’t supported).

• The catalog linked to your WhatsApp Business account in Meta Commerce Manager.

• Marketing message templates approved by Meta are required to send catalogs through bots or broadcasts. Learn more about WhatsApp templates here.

• Any Kommo plan – Base, Advanced, Pro, Enterprise, or 14-day trial.

Keep in mind

• Only one catalog can be added per WhatsApp Business Account.

• If you make changes to the catalog in Meta, you’ll need to sync the catalog in Kommo to update the changes.

• Imported catalog products should not be manually edited or deleted in Kommo.

• WhatsApp catalogs are currently in beta. As we continue improving the feature, some things may not always work as expected.

Here are the most common issues you may encounter when connecting a WhatsApp catalog to Kommo and how to fix them.

Your catalog is not shown during connection

You may not see your catalog in Kommo if:

• It is connected to a different WhatsApp Business Account.

• You selected the wrong Business Portfolio.

• You do not have permission to access the catalog in Meta.

Check that:

• You selected the correct Business Portfolio in Meta.

• The catalog is connected to the correct WhatsApp Business Account.

• The same WhatsApp Business Account is connected to Kommo.

• You have permission to manage the Business Portfolio, WhatsApp Business Account, and catalog. Learn more about Meta Business Portfolio and asset permissions.

Note: Kommo only supports catalogs created in Meta Commerce Manager. A catalog created in the WhatsApp Business app is a different catalog, so it will not appear when you connect a catalog to Kommo.

Products do not appear in Lists → Products

You connected your WhatsApp catalog to Kommo, but no products appear when you open Lists → Products.

This usually means the products have not been imported into Kommo yet, or the latest sync did not complete successfully.

To fix this:

1. Open the WhatsApp Business integration settings.

2. Run a manual sync.

3. Wait until the catalog status changes to Active.

4. Go to Lists → Products and check whether the products appear.

The client sees a different number of products in the catalog

A client may see a different number of products after you send them the full catalog. This can happen if you added or removed products in Meta, but did not sync the catalog with Kommo before sending it.

When you add the catalog to a chat, the catalog preview in Kommo may already show the updated number of products. This number comes directly from Meta.

However, only the number in the preview is updated right away. The catalog itself does not update until you sync it with Kommo. Because of this, the client may still see the old version of the catalog after you send it.

To fix this: Run a manual sync, then check Lists → Products to make sure the number of products in Kommo matches the number in Meta.

Note: Product names, descriptions, and prices also update only after a manual sync. Run a manual sync to make sure clients see the latest product information.

Tip: To quickly find products imported from your WhatsApp catalog in Lists → Products, filter them by Catalog ID. You can find the correct Catalog ID in the WhatsApp integration settings.

The wrong catalog opens when you add it to a chat

Kommo may show the wrong catalog in a chat if:

• Your WhatsApp number is connected to a different WhatsApp Business Account.

• Your WhatsApp Business Account is connected to a different catalog.

Check that:

• The correct WhatsApp number is connected to Kommo.

• The catalog you want to use is linked to the same WhatsApp Business Account as that number.

• The correct catalog is connected to Kommo in the WhatsApp Business integration settings.

A product is missing or shows outdated information when you try to send it

A product may be missing or show old information in a chat if:

• The product has not been imported into Kommo.

• The catalog has not been synced after the latest changes in Meta.

To fix this: Go to Lists → Products and look for the product. If it is missing or outdated:

1. Open the WhatsApp Business integration settings.

2. Run a manual sync.

3. Wait for the sync to complete (the catalog status changes to Active).

4. Check Lists → Products again.

Changes made in Meta do not appear in Kommo

When you add, delete, or update products in Meta Commerce Manager, the changes will not appear in Kommo until you sync the catalog. This includes changes to product names, descriptions, prices, and other details.

To fix this:

1. Run a manual sync in the WhatsApp Business integration settings.

2. Once it is complete, check that the catalog status is Active.

3. Review the imported products in Lists → Products.

Troubleshooting checklist

Use the checklist below to confirm that your WhatsApp catalog is connected correctly and rule out the most common setup and sync issues:

• The catalog exists in Meta Commerce Manager.

• The catalog is connected to a WhatsApp Business Account in Meta.

• The same WhatsApp Business Account is connected to Kommo.

• The WhatsApp number connected to Kommo belongs to that account.

• The number is connected directly through the WhatsApp Business integration, not through the WhatsApp Business app integration. Learn about the different types of WhatsApp numbers and how to connect them in this article.

• The catalog is connected in the WhatsApp Business integration settings.

• A manual sync was run after the latest changes in Meta.

• The date and status of the latest sync were checked.

• The product you want to send appears in Lists → Products after the sync.

If you need help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp.