Store product selection for chat
Search a connected store and prepare product cards in the order you want to send them.
What it is
Products can show the connected store's catalogue inside the operator interface. You can search, narrow results and add products to a reply. Multiple products combine into one message that you can arrange before sending.
Who uses it and why
Operators prepare relevant products without leaving the conversation. Administrators choose the catalogue and filters shown in the panel.
Where to find it
Open Products in the operator interface. When commerce replacement is active, you see Search commerce products and the selected provider's name. Administrators with Settings and relevant AI access, or Developer, configure the replacement in Settings › Commerce › Commerce Providers.
How it works
- Select the visitor or conversation you are assisting, then open Products.
- Enter search terms. Use Filter to add available product filters when configured.
- Scroll through results. More pages load automatically near the end of the current results.
- Click a card or Add to reply to put the product into your draft. You can also copy or drag product cards into the composer.
- Add further products, arrange the draft and send it using the conversation's normal send control.
Drag products within the draft to reorder them. You can also focus a draft card and use Alt with the left or right arrow key. The direction follows the interface's text direction. Escape cancels a drag.
Product cards in the panel, draft and history are read-only for shopping actions. They retain the supported visitor actions in the message you send.
Configure it
A Settings administrator with relevant AI access, or a Developer, enables Replace the standard Products panel on the selected provider. It requires Product search. Enable Product facets and select Product filters to expose filters.
The replacement removes the standard All Products, Top by Visitor and subsite filter controls in favour of commerce catalogue search. Provider routing still uses the current visitor's subsite. An existing website-specific product search customisation takes priority over this replacement.
Limits and good to know
- The panel requests 20 products per page. Further pages depend on the provider returning more results.
- You need search terms or a filter value; an empty search does not browse all products.
- An empty Product filters selection gives a search-only panel.
- Changing the selected visitor can change the catalogue. Older responses are not applied to the new visitor's results.
- Reordering changes the current draft. It does not change messages already sent.
- Draft editing depends on the current composer's capabilities and restrictions.
Depends on and works with
+1 more · this feature uses
- Custom scripts managed by PowerfrontConfigured by
An existing custom product-search integration can take precedence over commerce panel replacement.
+1 more · used by
- Tracked product search and integrationsRelated
Commerce-provider browsing is an alternative to the standard tracked-product panel.
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Website and subsite access constrain the available catalogue context.
- Messages and rich contentRequires
Product cards use the conversation's Rich Content composer.
- Commerce provider setup and selectionRequires
The commerce Products panel needs an enabled provider with Product search and panel replacement selected.
- Product search and filtersRequires
The commerce panel uses catalogue search and selected product filters.
- Product options and variant selectionEnhances
Visitors can retrieve complete product options from eligible cards.
- Product card configuration and shopping actionsRequires
Commerce results and composed products use Rich Content product cards.
- Add to cart from product cardsEnhances
Supported visitor basket actions are retained when cards are prepared for sending.
- Tracked product search and integrationsRelated
Tracked product search supplies the standard Products panel when commerce replacement is off.
- Custom scripts managed by PowerfrontConfigured by
An existing custom product-search integration can take precedence over commerce panel replacement.
Used by
- Operator replies and commentsEnhances
Product browsing can add product content to a reply.
- Visitor and conversation information panelsEnhances
The Products panel supports browsing and preparing product content.
- Mobile consoleEnhances
Available product tools support mobile conversation work.
- Product cards in visitor chatEnhances
Operators can browse products and add them to a reply.
- AI product suggestion settingsRelated
Operators review and share suggested products through the product panel.
- UCP product catalogue connectionEnhances
A UCP catalogue can supply the operator Products panel.
- Product search and filtersEnhances
The operator Products panel provides browsing and reply composition.
- Product card configuration and shopping actionsEnhances
Operators browse and compose messages containing product cards.
- Tracked product search and integrationsRelated
Commerce-provider browsing is an alternative to the standard tracked-product panel.
FAQ and troubleshooting
Why do I still see the standard product controls?
Check that the selected provider enables Replace the standard Products panel and Product search for this visitor's subsite. A website-specific product search customisation can also take priority.
Why are products not loaded when I open the panel?
Enter a search term or apply a filter value. The panel starts with a prompt to search the catalogue.
Why did no more products load?
The provider may have reached the end of its results. If a loading error appears, refine the search or try again.
Why can I not add or reorder cards in this conversation?
Check whether the conversation and composer allow editing. Read-only views do not permit draft changes.
Does clicking a card send it immediately?
No. It adds the product to your reply draft. Review the draft and send it when ready.