Products overview

What the Products area is for

Open Products from the Operations section to manage the product information your agents can use in customer conversations, orders, and an Online Store. The page separates catalog data, product media, and import history so you can review each kind of change in the right place.

The current page has three views:

• Catalog — search, filter, sort, edit, add, or delete products;
• Media — check image coverage and process or upload product images; and
• History — return to saved catalog imports, continue unfinished work, and inspect their result.

How product changes reach the active catalog

An imported spreadsheet is first a private staged review. The active catalog does not change until you validate the staged data and confirm Merge with catalog or Replace catalog.

Individual edits, new products, deletions, and Clear catalog are direct catalog actions. Review the confirmation shown by the panel before using a destructive action, and keep the source file for bulk changes.

This means “uploaded” and “active” are not always the same state: an import can be saved for review, processing can still be running, and a product can be present without its image being ready.

What the catalog gives an agent

The catalog supplies structured product information such as names, prices, stock, SKUs, descriptions, categories, and other attributes. A complete catalog helps an agent answer product questions, compare options, recommend relevant items, and support order or storefront conversations.

Read How the AI searches products for customer-facing search behavior, and Product catalog best practices for data quality guidance.

Main actions

Action	Use it for
Import catalog	Upload a CSV, XLS, or XLSX file and review it before merging or replacing the active catalog.
New product	Add one product without preparing a full spreadsheet.
Manage images	Open Media to process URLs, upload a SKU-matched folder, or replace an image.
History	Reopen or inspect previous import reviews and results. See Review product import history.
More options → Clear catalog	Remove the current catalog after confirming that this is intended.

The Catalog view includes All, Active, and Drafts filters, search, sorting, and additional filters. Larger lists load more items as you move through the table; there is no need to rely on a fixed page size.

Products and the Online Store

The Online Store can use a selected set of products separately from the complete catalog. Missing images can appear as neutral placeholders and do not automatically prevent storefront publication. Read Manage storefront products when the question is about public product selection rather than the master catalog.

Recommended path

Start with Prepare your product catalog, import it through Review and confirm a product import, use Review product import history to follow saved or interrupted work, then use Manage product images to resolve media gaps.