Product Catalog: Maintain Individual Products

For administrators maintaining an existing Create Order or Create Return catalog in Genesys Cloud. This is an ongoing maintenance task, not a required step in first-time setup. For initial preparation or bulk replacement, use Product Catalog: Prepare and Upload.

Administrators can add, find, edit, deactivate, and delete individual products from a Conversation Action catalog without uploading the entire CSV again. Each configured action, such as Create Order or Create Return, has its own catalog. Changes apply to agents immediately.

Open the product catalog

1. From the Genesys Cloud main menu, select Apps, then Mediabriz.
2. Open the Conversation Actions tab and select the action you want to configure.
3. Locate the Product catalog section. The individual-product controls appear below the upload buttons.

Add a product

1. Select Add a product. For an empty catalog, the form opens by default under Add the first product.
2. Enter the required SKU and Product name. Description, Unit, Package size, and Aliases are optional. Package size must be a positive number. Separate aliases with a vertical bar, for example cottage|blue cottage.
3. Leave Active (included in matching) selected to make the product available to agents. Clear it to keep the product in the catalog without offering it for orders or returns.
4. Select Add product. The form closes and Product added to the catalog. confirms the save. Cancel clears and closes the form without saving.

You can add a product at any catalog size.

The SKU identifies the product. Case does not matter: ABC-1 and abc-1 are the same SKU. If it already exists, Mediabriz shows the existing product name and asks whether to replace it. Select Replace product to overwrite that product with the values in the form, or Cancel to keep it. A duplicate product is not created.

Find and edit a product

Search products is available when the catalog contains 1–499 products.

1. Type part of a SKU or product name in Search products. Matching products appear as you type, including inactive products. Each result shows its SKU, Product name, Status, and Edit and Delete buttons.
2. Select Edit beside the product. The Edit product form opens with its current details.
3. Change the details and select Save changes. The form closes and Product updated. confirms the save. Select Cancel to close it without saving.

The list shows up to 25 matches. If more products match, refine your search using more of the SKU or product name.

The SKU cannot be changed in the edit form. To change it, delete the product and add it again with the new SKU.

Deactivate or delete a product

Deactivate a product you may need again: Find the product, select Edit, clear Active (included in matching), and select Save changes. It stays in the catalog and downloaded CSV with active set to false, but is not matched or offered to agents. To make it available again, select the checkbox and save.

Delete a product permanently: Find the product, select Delete, and confirm. Removal takes effect for agents immediately and cannot be undone. To restore it, add it again or upload a CSV that contains it.

The last product in a catalog cannot be deleted. Set it inactive or upload a new catalog instead.

Catalogs with 500 or more products

Search and the product list are hidden when the catalog contains 500 or more products. You can still use Add a product, including replacing an existing SKU after confirmation.

To update or remove existing products in bulk, select Download current catalog, edit the CSV, and upload it again. Uploading replaces the entire catalog, so include every product you want to keep. See Product Catalog: Prepare and Upload for CSV preparation and upload instructions.

Coordinate changes with other administrators

If two administrators save changes to the same catalog at the same time, the later save wins. Agree on who maintains the catalog, and download the current catalog before making a bulk update.