Product messages — SPM & MPM
In one sentence
You can send one product (a Single-Product Message) or several products (a Multi-Product Message) straight into a chat, and the customer can browse and add them to a cart inside WhatsApp.
The two formats
| Format | Shows | Best for |
|---|---|---|
| SPM — Single-Product Message | One item with its details | ”Here’s the exact cake you asked about.” |
| MPM — Multi-Product Message | Several items, grouped into sections | ”Browse our best-sellers.” |
An MPM can include up to 30 products organised into as many as 10 sections (like “Cakes”, “Cookies”, “Drinks”). Use sections to make a longer list easy to skim.
Sending one
- In a conversation (within the 24-hour window, or via a catalog template outside it), choose to send a product.
- Pick a single product (SPM) or several (MPM), grouping the MPM into sections.
- Send. The customer sees rich product cards they can tap, browse, and add to a cart.
Lead with an SPM when a customer asked about a specific item — it’s focused and converts well. Use an MPM when they’re just browsing or you want to upsell across a range.
Inside vs. outside the 24-hour window
- Inside the window (they messaged recently): send product messages freely from the Inbox.
- Outside the window: you’ll need an approved catalog/product template — the same template rules apply, because it’s an outbound message to reach them first.
How this connects
- Products come from your synced catalog.
- A submitted cart arrives as an order.
- Sending outside the window uses templates.
Next: what happens when they buy — when a customer orders →.