Products, catalogues and quick replies

Keep one reliable product identity

Give each product a stable SKU, clear name, current price, useful description and approved media. Use the same SKU in the catalogue, storefront, orders, cost rules and integrations so reporting and automation resolve the correct item.

Share the right catalogue

Use the catalogue intended for the customer type, such as retail, wholesale or return gifts. A catalogue link should take the customer to the relevant products and preserve the intended buying route.

Create safe quick replies

• Write a clear shortcut name agents can recognize.
• Use approved wording for repeated explanations.
• Keep dynamic price, payment, delivery and order facts out of static replies.
• Review links and policies after every product or operational change.
• Treat a quick reply as an editable draft before the agent sends it.