How to show product cards in your chatbot

How to show product cards in your chatbot

Hey everyone,

If you are using Guided Conversations to help customers find products, you have probably run into this problem: the bot gives customers a list of options, but they still have no idea which one to pick.

There will be no images, no specs, and no prices—only names. The customers end up asking follow-up questions, agents get pulled in unnecessarily, and the whole flow falls apart.

Card Choice in GC fixes this. It lets you show product options as visual, interactive cards inside the chat so customers get everything they need to make decisions without ever leaving the conversation.

Here is how to set it up from start to finish for your business. 

What is Card Choice? 

Instead of plain text buttons, Card Choice lets you display options as rich cards. Each card can include. 
  1. A product image 
  2. A title and subtitle
  3. A short description
  4. Key specs like price or availability 
  5. Action buttons like
  6. View Details, Compare, or Add to Cart


Static Cards or Dynamic Cards?

Before you start configuring, figure out which type fits your use case.
 
Use Static Cards when...
Use Dynamic Cards when...
  1. Options are fixed and rarely change
  2. Support departments or categories
  3. Appointment types
  4. Subscription plans
  1. Data comes from an external system
  2. Product catalogs that change frequently
  3. Live pricing or stock availability
  4. Large product ranges

 

TIP

For most ecommerce workflows, Dynamic Cards are the right choice.They pull data from your system automatically, so you never have to update cards manually when products or prices change. 

Setting up Card Choice in your flow

1. Design the flow

Start with a question block to capture what the customer is looking for. Follow it with an API or webhook block to fetch matching products from your system. Then add a Dynamic Card Choice block to display the results.


2. Configure the Card

Choice block Inside the block, set Card Type to Dynamic Card. Choose your Rendering Style based on how many options you want to show at once.

Single Card works well for...
Multiple Cards work well for...
  1. Booking summaries
  2. Order confirmations
  3. Insurance plans
  1. Product browsing
  2. Hotel room comparison
  3. Service packages
 

3. Map your product data to card fields

When the Webhook block runs, it fetches product data from your API and stores the response as a flow variable. You then map this variable directly into the Dynamic Card Choice block fields, so each card is automatically populated with live product details like name, price, image, and description, without any manual input needed.

Here is what each field does:
  1. Image: Displays the product photo. Set the Data Type to Image
  2. Title: The main product name, pulled from your API
  3. Subtitle: Great for price, brand, or availability
  4. Description: A short 2 to 3 line product summary
  5. Label: Shown alongside a value, like 'Storage' or 'Stock'
  6. Variable: Stores the customer's selection for use later in the flow
  7. Hide Field: Keeps internal data like product IDs out of the card view

4. Use the customer's selection

In a Dynamic Card Choice block, the customer's selection is automatically stored in the Block Variable. You can use this variable in the next blocks such as a webhook call, ticket creation, or agent handoff.

What changes for your team

Once Card Choice is set up, customers stop asking things like: 

"Can you send me the image?"
"What is the price of that one?"
"Which model has more storage?"
"Can you show me more options?"

They already have that information, right on the card. This means:
  1. Fewer follow-up messages before a decision is made
  2. Less agent involvement in the product discovery stage
  3. Shorter conversations with clearer outcomes
  4. Customers who reach agents already knowing what they want

NOTE

If you are building flows for WhatsApp, Static and Dynamic Card Choice blocks can't be used on that channel.
 
Give it a try

Card Choice is one of those features that makes a real difference once it is live. Customers browse faster, decide quicker, and agents spend less time on product questions they should not have to answer.

If you have already set this up or are in the middle of building a flow, drop your questions or screenshots below. Happy to help troubleshoot or share what has worked for others.

Try it out: Zoho Desk > Guided Conversations > Card Choice block

Zoho Desk | Prabin

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