Facebook Live | New Livestream Settings and Custom Message Interface

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SHOPLINE introduces the new "Livestream Settings and Custom Message Interface", where you can complete every livestream setting and customize your message content on a single page.

In this article, you'll find:

 

1. Open the settings interface

Step 1

In the SHOPLINE Admin, go to [Social Commerce] > [SHOPLINE Live] and open any livestream.

 

Step 2

Click the Settings gear icon icon in the lower-left corner of the livestream backstage to adjust the livestream and message settings.

Livestream backstage with the settings icon in the lower left

 

2. Settings interface overview

  • The following screenshots use a Facebook Page livestream as an example.
  • You can also refer to the "Livestream General Settings" feature: save your general livestream settings on the SHOPLINE Live page, and they are applied automatically the next time you create a livestream. This article covers largely the same content as "Livestream General Settings".

 

i. General Settings

Here, you can edit the livestream name, host, description, and scheduled time.

*Note: The livestream description can contain up to 254 characters.

Basic Settings tab showing the livestream name, host, description, and schedule fields

 

ii. Order Settings

A. Keyword Order Settings

You can select one of the following four order rules:

  • The comment contains a "keyword" or a "keyword + quantity" (e.g., I want A1, I want A1+1)
  • The comment contains a "keyword + quantity" (e.g., I want A1+1)
  • The comment contains only a "keyword" or a "keyword + quantity" (e.g., A1, A1+1)
  • The comment contains a "product handle + variation" (e.g., I want A1 black S)

*Notes:

  • The "product handle + variation" order rule is currently available only for merchants in Vietnam and Thailand.
  • Support for the "product handle + variation" order rule will end soon, and product keywords will instead be created using a "prefix + suffix" format. For more details, please refer to this article.
  • The SHOPLINE Live App (the SHOPLINE standalone livestream) does not require a keyword order rule.

Set the keyword status during the livestream and after it ends:

  • During the livestream:
    • Keywords are enabled by default, and customers can place an order at any time: During the livestream, customers can place an order by commenting a keyword. To disable a keyword, click the Keyword enabled icon next to a product icon next to the product.
    • Keywords are disabled by default, and you must manually enable a keyword or recommend the product before customers can place an order: During the livestream, customers cannot place an order by commenting a keyword. To enable a keyword, click the Keyword disabled icon next to a product icon or the "megaphone" button next to the product.
  • After the livestream ends:
    • Keep the current keyword status, which you can still adjust
    • Disable all keywords, with the status still adjustable

*Note: Instagram livestreams do not currently support setting the keyword status after the livestream ends.

Keyword Order Settings section showing the four order rules and the keyword status options

 

B. Lock Inventory Settings

Once this feature is enabled, when a customer adds a product to the cart during a livestream, the system reserves the inventory for that customer until the date you specify. The setting cannot be edited after the livestream starts. Please refer to: SHOPLINE Live | Reserve Inventory Settings.

Lock Inventory Settings section with the feature toggle

 

C. Low Inventory Alert

Livestream inventory notification/inventory alert sound: Once enabled, enter a quantity, for example, in the "Available quantity alert" field. During the livestream, a notification and an alert sound are triggered when only 1 unit of the product is still available.

*Available quantity: The number of units actually available for sale, which is the current inventory. If the "Preorder Feature" is enabled for the product, this number is the in-stock inventory plus the preorder limit. For more details about the preorder feature, please refer to this article.

Low stock notification section with the available quantity alert field

 

The livestream inventory notification appears as shown below:

Low inventory notification and alert shown during a livestream

 

D. Order Tag Settings

The system automatically adds a tag to orders that include live products, making it easier for you to filter orders and work more efficiently. Please refer to: Facebook Live | Auto-Tag for Live Product Orders.

Order Tag Settings section with the auto-tag toggle for live product orders

 

iii. Message Settings

A. Welcome Message

  • Messenger welcome message: Once enabled, the system automatically replies through Messenger (as a direct message) when a customer sends their first non-keyword comment in the livestream.
  • Comment auto-reply: Once enabled, the system automatically replies directly in the livestream when a customer sends their first non-keyword comment.

You can customize the message and comment content.

Welcome Message settings with the Messenger welcome message and comment auto-reply toggles

 

*Notes:

  • The SHOPLINE Live App does not support setting a "Welcome message".
  • Instagram livestreams do not currently support the "Comment auto-reply" feature.

  • When you switch on the "Comment auto-reply welcome message" toggle for a Facebook group livestream, a reminder pop-up appears: Due to Facebook's messaging policy, replying to comments too frequently may trigger a Facebook risk warning, so please take note. For details on the policy, please refer to the official Facebook guidelines.

    Reminder pop-up about Facebook's messaging policy when enabling comment auto-reply for a group livestream

     

B. Product Recommendation Message

You can customize the content of the product recommendation message.

*Note: Facebook Page, Facebook Group, and Instagram livestreams, as well as the SHOPLINE Live App, all support customizing the "Product recommendation message".

Product Recommendation Message settings with the message editor

 

C. Order Confirmation Message

Once enabled, the system sends a message after a customer successfully places an order by commenting a keyword. The message sent depends on whether you have interacted with the customer within a set period. (The set period is 7 days for Facebook and 24 hours for Instagram.)

  • No conversation with your Page or Instagram account in the past 7 days/24 hours: The system first sends a re-engagement message to get a reply from the customer, then sends the order confirmation message.
  • A conversation with your Page or Instagram account in the past 7 days/24 hours: The system sends the order confirmation message directly.

You can customize the content of the re-engagement message and the order confirmation message.

*Note: The SHOPLINE Live App does not support setting an "Order confirmation message".

Order Confirmation Message settings with the re-engagement message and order confirmation message editors

 

*If a customer clicks the Check out now button in the Facebook Messenger order
 message but the cart does not open, we recommend adding the "cart link" parameter 
 to your order message while waiting for Facebook to resolve the issue. 
 For more details, please refer to Facebook Troubleshooting.

 

D. Out of Stock Message

Once enabled, the system sends an out-of-stock message to the customer when the product they ordered has no inventory left.

You can customize the content of the out-of-stock message.

*Note: The SHOPLINE Live App does not support setting an "Out of stock message".

Out of Stock Message settings with the message editor

 

E. Checkout Reminder Message

Once enabled, if a customer joins the livestream and adds products to the cart but does not complete checkout, the system sends a checkout reminder to that customer at the time you set. For more details about checkout reminders, please refer to Facebook Live | Send Checkout Reminder.

*Note: Only Facebook Page, Facebook group, and Instagram livestreams currently support setting a "Checkout reminder message". The SHOPLINE Live App does not support it yet.

Checkout Reminder Message settings with the reminder timing options

 

*Please note:

1. You can customize several types of messages. If you do not customize them, the system sends the default content (the light gray text shown in the message field).

Message field showing the default content as light gray text

 

2. When customizing a message, you can click the buttons below the editing field to do the following:

  • Apply template: Select an existing template and apply it directly.
  • Save as template: Save the customized content as a template.
Apply template and Save as template buttons below the message editing field

 

3. You can preview the message on the right side of the page.

*Note: The "re-engagement message" of the order confirmation message cannot be previewed at this time.

Message preview panel on the right side of the settings page

 

iv. Smart Assistant

  • Enable the "Smart Comment Recognition" feature, and the system automatically identifies customer comments and sorts them into purchase intent, inquiry, positive, and negative comments. Please refer to: Facebook Live | Smart Comment Recognition.
  • Enable the "Auto-reply" feature, and the system automatically replies to the comment and sends a direct message when a customer posts a comment in the livestream that contains a specified keyword (but not a product keyword). Please refer to: Facebook Live | Auto-reply.
Smart Assistant tab with the smart comment recognition and auto-reply toggles

 

3. Duplicate and delete a livestream

To duplicate or delete a livestream, click the drop-down menu on the right of the livestream list page and select the action you need.

Drop-down menu on the livestream list showing the duplicate and delete options

 

 

Read more

 

 

Last updated: 18 September 2026

 

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