SHOPLINE's Live "General Settings" feature lets you save default settings, like keyword order rules, inventory settings, and custom messages, so they apply automatically to future livestreams.
You can use this feature if you regularly host livestreams on SHOPLINE, a Facebook Page, a Facebook Group, or Instagram, and want to stop re-entering the same settings every time.
In this article, you'll find:
1. Create general settings
In the SHOPLINE Admin, go to [Social Commerce] > [SHOPLINE Live] and click Set up to the right of the "General Settings" section. On the general settings page, you can adjust the following settings.
i. Order settings
A. Keyword settings
You can select one of the following 4 order rules:
- Comment contains "Keyword" or "Keyword + Quantity" (e.g., I want A1, I want A1+1)
- Comment contains "Keyword + Quantity" (e.g., I want A1+1)
- Comment contains only "Keyword" or "Keyword + Quantity" (e.g., A1, A1+1)
- Contains "Product number + specification" (e.g., I want A1 Black S)
*Notes:
- The "Product number + specification" order rule is currently only available to merchants in Vietnam and Thailand.
- Support for the "Product number + specification" order rule will end soon. It will be replaced by product keywords created in a "Prefix + Suffix" format. For more details, please refer to this article.
Set the keyword status during and after the livestream:
During the livestream:
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Keywords are enabled by default, and customers can place orders at any time:
All product keywords will be enabled by default, and customers can place orders by commenting with keywords. To disable a keyword during the livestream, click theicon next to the product.
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Keywords are disabled by default, and you need to manually enable keywords or recommend products before customers can place orders:
All product keywords will be disabled by default, and customers cannot place orders by commenting with keywords. To enable a keyword during the livestream, click theicon or the "speaker" button next to the product.
After the livestream:
- Keep the current keyword status (status can still be adjusted)
- Disable all keywords (status can still be adjusted)
B. Lock inventory settings
Once enabled, when customers add products to their cart during the livestream, the system will reserve inventory for them until the specified date. This setting cannot be edited after the livestream starts. Please refer to SHOPLINE Live | Lock Inventory Settings.
*Note: Since the inventory lock date differs for each livestream, you don't need to set a date here. You can set it later when creating each livestream.
C. Low stock alerts
Live inventory notification / Out of stock sound effect: Once enabled, enter a quantity (e.g., 1) in the "Available Product Quantity alert" field. During the livestream, when a product's Available Product Quantity drops to 1, a notification and sound effect will be triggered.
*Available Product Quantity: The number of units of a product that can actually be sold, i.e., the current inventory. If the product has the "Preorder" feature enabled, this value is the in-stock inventory plus the preorder limit. For more details on the Preorder feature, please refer to this article.
D. Order tag settings
The system automatically adds tags to orders that include live products, making it easier for you to filter orders and improve efficiency. Please refer to Facebook Live | Auto-Tag for Live Product Orders.
ii. Message settings
A. Welcome message
- Messenger welcome message: Once enabled, when a customer leaves their first non-keyword comment in the livestream, the system will automatically reply via Messenger.
- Auto-reply comment: Once enabled, when a customer leaves their first non-keyword comment in the livestream, the system will automatically reply directly in the livestream.
You can customize the message and comment content, with a variety of dynamic texts you can click to apply directly.
*Note: Messages and comments are each limited to 600 characters.
B. Product recommendation message
You can customize product recommendation messages separately for Facebook, Instagram, and SHOPLINE Live.
*Note: Product recommendation messages are limited to 600 characters for Facebook and SHOPLINE Live, and 200 characters for Instagram Live.
C. Add to Cart message
Once enabled, the system will send a message after a customer successfully places an order by commenting with a keyword.
The system will send the corresponding message based on whether you have interacted with the customer within a certain period. (Definition of "a certain period": 7 days for Facebook, 24 hours for Instagram)
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Not interacted within a certain time: A re-engagement message is sent first to get a reply from the customer, followed by the Add to Cart message.
You can customize the message content and button text, with a variety of dynamic texts you can click to apply directly.
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Interacted within a certain time: The Add to Cart message is sent directly.
You can customize the message content and button text, with a variety of dynamic texts you can click to apply directly.
D. Out of stock message
Once enabled, when a customer orders a product that is out of stock, the system will send an out-of-stock message to the customer.
You can customize the message content with dynamic texts you can click to apply directly.
E. Checkout reminder message
Once enabled, if a customer joins the livestream and adds products to their cart but has not completed checkout to place the order, the system will send a checkout reminder message to the customer at the time you set. For more details on checkout reminders, please refer to SHOPLINE Live | Send Checkout Reminder.
*Since the checkout reminder time differs for each livestream, you don't need to set a date here. You can set it later when creating each livestream.
*Notes:
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You can customize a variety of message content. If you don't, the system will send the default content (the light gray text shown in the message field).
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You can preview messages on the right side of the page. However, previewing the re-engagement message for the Add to Cart message is currently not supported.
- If the message window shows an error such as "Failed to send", please refer to Section 3 of Common Facebook Issues & Solutions.
iii. Smart Assistant
The system automatically identifies customer comments and categorizes them as purchase intent, inquiry, or positive/negative comments. Please refer to Facebook Live | Smart Comment Recognition.
iv. SHOPLINE Live Settings
Set what viewers can see on the SHOPLINE livestream screen, including the following features.
- Display live view count: Displays the number of people currently watching in the upper left corner of the livestream screen. The data includes SHOPLINE Live / Website Live / Shopper App Live.
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Sum Facebook live view counts: Facebook Page viewer data is included only when a SHOPLINE livestream is simulcast to a Facebook Page. The data comes from Facebook and is updated as follows:
- Every 3 minutes during the livestream
- Daily for 7 days after the livestream ends
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No further updates after 7 days
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Displaying the share button: Viewers can click to copy the livestream link.
- Sync Facebook comments to SHOPLINE: Comments from the Facebook Page will be automatically synced to SHOPLINE Live / Website Live / Shopper App Live. Customer names from all sources will also be partially masked.
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Customer privacy protection: Customer names will be partially masked.
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Display customer purchase activity: Displays notifications of customers buying products in the comment section of SHOPLINE Live / Website Live / Shopper App Live, in 3 types: "Buying Now", "Trending", and "Selling Fast". Customers who enter the livestream at different times will see different labels.
*Notes:
- If you change the settings after the livestream starts, viewers need to refresh the page for the changes to take effect.
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When "Sum Facebook live view counts" is enabled, you can view the view counts for each channel in the Admin.
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If the screen shows an API error or that the Facebook Page has been disconnected, click Update to get the latest data.
2. Save general settings
Once you have completed the above settings, click Save changes at the bottom right. These general settings will be applied to the livestreams you create afterward, but existing livestreams will not be affected.
Read more
- SHOPLINE Live | Create & Start a Livestream
- Facebook Live | Integrating Facebook Live and Settings
- Facebook Group Live | Integrating Facebook Group Live
- Instagram Live | Integrating Instagram Livestream and Setup
- Facebook Live | Send Checkout Reminder
Last updated: 29 September 2026
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