Overview

The Product Collection feature in WhatsApp allows you to send dynamic, personalized messages to users based on their recent activity. Leveraging Netcore's Unified Content Editor (UCE) 2.0, this capability enables you to create rich media templates that display a curated set of products per user. The goal is to improve product recall, increase engagement, and drive conversions by targeting users at the right moment with the most relevant products.

Similar to product collections in emails, these templates can dynamically adapt to various user activities, such as cart abandonment, wishlist actions, or product views.

Prerequisites

Before you create a product collection for WhatsApp, ensure:

• Rich Media templates are enabled for your account.
• You have access to Unified Content Editor 2.0.
• Meta approves the WhatsApp template.
• Keep only the latest Add to Cart in the journey toggle is enabled in the Journey activity node trigger settings.

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Important Points to Remember

The product shown is the most recently qualified item based on user activity (LIFO logic).

• Only Rich Media templates support product collections.
• Dynamic templates are created based on system or custom events such as:
  • Add to Cart
  • Product View
  • Product Search
  • Add to Wishlist
  • Product Purchase
• System event mapping (like Add to Cart → Remove from Cart) is only available for a few predefined events.
• Event mapping is only for System Event Add to Cart. Not other events hence no need to call out specifically this point. Or only mention that system event Add to Cart is only supported.
• Product Collection templates are usable only within Journeys, not in campaign listings.
• The image shown in the template is that of the most recently qualified product.
• Templates categorized as Product Collection cannot be changed to other types (like Recommendation or Merchandising trigger).

Create Product Collection in WhatsApp

Follow the steps below:

1. Navigate to: Content > WhatsApp > Template Gallery
2. Choose Rich Media Template.
3. Switch to Dynamic template.
4. Under Display Products By, choose Collection.
5. Choose an Event (e.g., Add to Cart, Product View). This list supports both system and custom events.
6. If you select a system event like Add to Cart, a secondary dropdown appears to map the Remove from Cart event.
7. Customize your template:
   • Header Type: Image (Mandatory)
   • Enter the image payload for the configured event.
   • Body: Add dynamic attributes via the personalization bubble (no default values needed).
8. Save the template. It will be sent for WhatsApp approval.

In Journey Setup:

1. Add an activity trigger.
2. Add a relevant Wait for Event.
3. Choose the WhatsApp block.
4. Connect Timeout from Wait for Event to the WhatsApp block.
5. Add a Wait Node to configure Claim and Abandon events.
6. Claim Event: Pre-selected from template, but can be changed.
7. Abandon Event: Greyed out; shows the original triggering event.

Use Cases

You can use Product Collections in WhatsApp to target users in the following scenarios:

• Cart Abandonment: User added products but didn’t purchase.
• View Abandonment: User viewed items but didn’t engage further.
• Wishlist Abandonment: User added products to the wishlist but didn’t move to the cart.the
• Search Abandonment: User searched but didn’t interact with results.
• Checkout Abandonment: User initiated checkout but didn’t complete payment.

These personalized nudges improve recall and nudge users toward conversion.

Best Practices & Tips

• Always include high-quality product images via URL.
• Use action-driven messaging in the template body to encourage engagement.
• Leverage custom events for tailored segmentation.
• Test templates with internal numbers before going live.

Frequently Asked Questions (FAQs)

Q1. What happens if a user qualifies for multiple products?

A. Only the most recently qualified product (LIFO) will be displayed in the template.

Q2. What if a user adds multiple quantities of a product and then removes only some of them?

A. The entire product will be considered removed. For instance, if 3 items were added and 1 removed, the system will consider the product fully removed and not show it.

Q3. Can I reuse a Product Collection template in a campaign?

A. No, these templates are only available within Journey configurations.

Q4. Can I switch the template type after creating it as Product Collection?

A. No. Once categorized, it cannot be changed to Recommendation, Product Feed, or Manual Template.

Q6. What is the data retention period for qualifying user actions

A. Data is retained as per Netcore’s internal data retention policy.