WhatsApp has no scrolling product card in 1CS — not because WhatsApp blocks it, but because its own two native formats, list messages and catalog messages, cap out well short of a card carousel and need setup 1CS doesn’t do. Here’s exactly what to send from chat instead, with no extra configuration.
What WhatsApp’s own API actually allows
Meta’s WhatsApp Business Platform documentation sets two separate ceilings, and 1CS’s product card format fits neither. An interactive list message holds at most 10 rows combined across all its sections, with each row title capped at 24 characters and its description at 72 (Meta: interactive list messages). A multi-product message can show up to 30 items, but only from a catalog connected through Meta Commerce Manager or the Commerce API first — there’s no sending a product straight from 1CS’s own catalog into that format (Meta: sell products and services on WhatsApp).
So the gap a customer runs into isn’t WhatsApp refusing a feature. It’s that 1CS’s scrolling product card — built for LINE, Messenger, and the web chat widget — doesn’t map onto either WhatsApp format, and wiring up a separate Meta catalog just to list items on WhatsApp isn’t worth it for most shops already running their catalog inside 1CS.
Why this trips teams up mid-chat
A team used to a card appearing automatically on LINE or Messenger the moment a customer asks “มีไซส์อื่นไหม” expects the same reply on WhatsApp — it’s the identical question in a near-identical chat window. When nothing renders, the usual guess is that the AI agent is broken, not that the channel was never wired for cards, which burns time debugging a feature that was never going to fire there.
Set up in 1CS
Two tools already work on WhatsApp and cover most of what a card would have shown. Reply Templates (คำตอบสำเร็จรูป) let your team save one photo per canned response and call it up with / plus a shortcode while answering — one shortcode per product or variant, so whoever’s on shift sends a photo and price in a tap. Separately, turn on the “ส่งรูปภาพ” (send images) switch in the knowledge base section of the AI Agent page: once a product’s photo sits in a Knowledge article, the AI agent attaches it to its own answer on any connected channel, WhatsApp included.
Leave the product-card switch itself — “ส่งการ์ดสินค้าแบบรูปภาพ” under Business > Sell products > Products — on as usual for LINE, Messenger, and the web widget; it simply renders nothing on a WhatsApp conversation, by design, not a setting you’re missing. Both workarounds above sit inside 1CS’s AI Agents, and the Thai help center’s Product Card and Quick Reply guide covers every screen for the channels cards do reach.
A product list to paste into a WhatsApp chat
Since neither native format fits a small catalog without extra setup, send a short numbered list instead:
Hi! Here’s what we have in [product name] right now:
- [Variant 1] — ฿[price]
- [Variant 2] — ฿[price]
- [Variant 3] — ฿[price] Reply with the number (or more than one) and I’ll get it ready — happy to send a photo of any of these first if that helps.
As a recommended default, keep the list at three or four items rather than stretching toward WhatsApp’s own 10-row ceiling — the same reasoning behind sending LINE and Messenger cards in small batches instead of all at once (see how many products to send in one LINE chat message). This numbered-list workaround is exactly what we built for Instagram DM, which hits the same carousel gap for a different reason. And because a WhatsApp conversation closes to free-form replies 24 hours after the customer’s last message, check WhatsApp’s 24-hour window, and what to send when it closes before sending this list to anyone who messaged more than a day ago.
