Customer actions on a Catalog item

An action is something a customer can do with one Catalog item — buy it, book it, apply, complete a form or contact your team.

The item type puts useful choices first, but each item keeps its own actions. Turning on Booking adds Book, and turning on Commerce adds Buy, to an editable item draft unless you already removed that action. If both paths are on, the item can have both buttons. Review and publish the draft before the new button reaches customers.

Switching Booking off pauses booking and hides Book from customers. It keeps the action's wording for when Booking is switched on again. Turning Commerce off before an item has been published hides Buy and keeps its wording, checkout price and other setup. Turning Commerce on restores them.

Add one

Open the item's Customer actions section and add an action. Each one needs:

• What it does — from the list below.
• The words customers see — your own wording, such as "Book a fitting".

Mark one as primary so it appears first. Add and order secondary actions as needed.

For Buy, Book, Request a quote and Contact us, you can add a short question inside that action. The editor asks for customer wording, answer type and whether an answer is required. Qcom saves the question with that action. Complete a form and Apply collect their questions in the connected Flow instead.

You can also ask Qyra on the item, for example "Add an Enquire button". Qyra adds that one button to the item's draft and leaves your other buttons exactly as they are. You approve the card first, and customers see the new button once you publish the item.

What each one starts

| Action | What happens | | --- | --- | | Buy | Adds the item to an order. Needs the item to be set up for selling | | Book | Uses the item's booking setup and available schedule | | Pay | Asks the customer for money, following the item's payment settings | | Request a quote | Sends the request to your team. It does not create a Quote in Qcom | | Complete a form | Opens a published response-only Flow and keeps the confirmed response. It does not start an Application | | Apply | Opens a published application Flow and starts a Case under that action's published Application terms | | Contact us | Hands the conversation to a person | | View item | Sends them to the item's own page |

Only actions whose setup is ready can go live. Qcom names any missing form, booking, payment, Commerce or staff setup.

View item opens the item page. It does not deliver a file or grant access. Use Resources and the item's customer rules for material customers may read today.

Connect a form or application

Complete a form and Apply ask you to connect a WhatsApp Flow. You can connect a saved Flow while it is still in review and save the item draft. The item can be published once that Flow is published and ready. The item keeps the exact version you choose. Edit questions and uploads in the Flow. Application setup appears on a saved Apply action; use it for withdrawal options, decision estimates and progress wording. Save and publish these terms separately. Publishing terms affects future launches from that Apply action, without publishing the item or changing existing Cases.

Before saving, check whether the selected Flow matches the action: a response-only Flow for Complete a form, or an application Flow for Apply. Check its repeat rule, review requirement and connected actions. A launched Flow is not a confirmed response, approval, payment or completed effect.

Publishing a newer Flow does not change a live item. Select that version on a new item draft, review it and publish again when it should reach customers.

Where a WhatsApp Flow arrives

The selected Flow version uses a connected WhatsApp number and its Inbox:

Catalog action → WhatsApp Flow → connected WhatsApp number → Inbox

You do not need a bot to launch a Catalog form action. After the response is recorded, the Inbox may use Qyra, a bot or a person. Change the questions and Case settings in Forms, not by changing who answers the Inbox.

Who can press it

These rules decide whether someone sees this action and can start it. They do not grant access to something the customer bought; set that under Customer access.

Two separate limits, both set on the action itself:

Who can see it. An action can be narrower than the item, never broader.

What else has to be true. Tick any of:

• Only for customers who already have this — they hold an active membership or plan for this item. Optionally choose which kinds count.
• Only for people in a segment.
• Only once their application is approved.

Tick two and both must be true.

A customer who doesn't qualify does not see the action.

To make every button on an item for existing holders only, ask Qyra on the item: "Members only for the buttons". It changes only that one setting on each button, on the item's draft, and you publish the item to make it live.

When a button doesn't appear

The item isn't published, or isn't placed in your Catalog. Both are needed. Publishing puts the wording live; placing decides whether it shows.

The action is narrower than the customer. Check who it's limited to.

They don't meet a rule you set. For example, a paused membership is not an active holding.

You removed the action. A new item starts with the type's customer-action default. With no usable default, Qcom starts a bookable item with Book, a Commerce item with Buy, or both if both paths are on. Removing one from the draft is an explicit choice: changing the price or turning that path on again does not recreate it. Add the action back if you want customers to use it.

What it needs isn't set up. A Buy action needs Commerce; a form action needs a suitable published WhatsApp Flow; Book needs booking and schedule setup.

The selected Flow changed. A newer Flow version does not replace the one on the live item. Choose the newer version on the item's draft and publish it when you are ready.

Qcom couldn't open it. Check the explanation and whether the action already started before trying again. For a form, check Forms for the response or Case; for a booking or purchase, check its status. If the outcome is unclear, ask a workspace admin or support to investigate before repeating the action.

Related

• Who can see and hold a Catalog item
• Manage offers in your Catalog
• Payment settings for a Catalog type or item
• Build and publish a WhatsApp Flow