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A recommendation rule is one merchandising intent: when a customer asks about something you describe in plain words, the agent recommends only a chosen set of products, or puts them first. Use rules for seasonal pushes (“anyone asking about Valentine’s gifts”), bundles, or clearing stock, without editing every product. Rules are set once for the workspace and apply to every agent that has Product Recommendations enabled. See agent capabilities.

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Before you start

  • Your catalog must contain the products you want to pick. See product catalog.
  • A rule affects what the agent’s product search returns. It does not change your storefront, and it does not affect products a teammate sends manually from the Inbox.

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Create a rule

1

Open the rules tab

Go to Products and open the Recommendation Rules tab. Click Add rule.
2

Name it

Enter a Name, for example “Valentine 2026” (up to 120 characters).
3

Describe when it applies

Under When the customer…, describe the customer signal in your own words, up to 500 characters, for example “When the customer is asking about Valentine, a gift for their wife or girlfriend, or romance.” The agent reads this description during each conversation to decide whether the rule applies, so write it the way a customer would phrase the request.
4

Choose what the agent should do

Pick one of the two actions under What the agent should do:
  • Show only these products — when this rule matches, the agent recommends from this list only.
  • Show these products first — when this rule matches, the agent floats these products to the top of the results.
5

Pick the products

Search under Products and click products to select them; selected products stay at the top of the list. If your synced products carry tags, Add all products tagged… lets you pick one or more tags and click Add to select every product with those tags in one go; you can still remove individual products afterwards. A rule holds up to 500 products.
6

Set an active window (optional)

Fill in Starts and/or Ends to limit the rule to a date range. Dates are whole days in your local time: the rule starts at the beginning of the start day and stops at the end of the end day. Leave both empty for an always-active rule.
7

Save

Click Create rule. The rule is enabled immediately and applies from the next conversation.

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Manage rules

Each rule card shows its name, an Only these or These first badge, the trigger description, the number of products, and either the date range or Always active.
  • The toggle enables or disables the rule without deleting it. Disabling works even if some of the rule’s products have since been deleted.
  • The pencil opens Edit rule; save with Save changes.
  • The bin deletes the rule after a confirmation: the agent stops using it from the next conversation onward, and the products themselves are not affected.
A strip above the rules shows how many products are boosted and hidden through their per-product weight; Manage in catalog takes you to the Catalog tab.

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Examples

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Rules or per-product weights?

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How rules, weights and search combine

  1. The customer asks for something and the agent searches the catalog. Products set to Hide never appear, whatever the rules say.
  2. The agent checks your enabled rules that are inside their active window and decides which ones apply to the current conversation, using your When the customer… descriptions.
  3. If any applicable rule is Show only these products, results are limited to the products of those rules. If none of the search results are in the list, the agent gets no products for that search rather than falling back to the whole catalog.
  4. Products from applicable Show these products first rules move to the top, ahead of products that are merely Boosted. Otherwise the order stays by relevance, with boosted products first.
  5. A rule that names a product with variants covers all of that product’s variants.
Rules and weights apply to the agent’s product search only. Sending a product card from the Inbox, or the catalog the customer browses in WhatsApp, is not filtered by rules.

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Troubleshooting

  • The agent ignores a rule. Check that the rule is enabled and inside its dates, that the agent has Product Recommendations on, and that the description matches how customers actually phrase the request. Test with Test Agent before relying on it; see test and publish.
  • An “only” rule leaves the agent with nothing to show. The customer’s request matched the rule, but none of the products in the list matched what they asked for. Widen the product list or switch the rule to Show these products first.
  • “Some selected products are missing or belong to another organization. Refresh the picker and try again.” A product in the rule was deleted from the catalog. Reopen the rule, remove the missing products from the selection and save again.
  • Could not save the rule. The Starts date must not be after the Ends date, and the rule needs a name, a description and at least one product.