This article will cover the solutions to the following Facebook-related issues:
- "Checkout Now" button in order message is not clickable
- Unable to receive messages in Message Center
- Unable to send messages from Message Center
- Customer's privacy settings are blocking system messages
1. "Checkout Now" button in order message is not clickable
If a customer clicks the "Checkout Now" button in a Facebook Messenger order message but the shopping cart window does not open, SHOPLINE recommends adding the "Shopping Cart Link" parameter to the order message while waiting for Facebook to resolve this issue.
*Notes:
- If a customer opens the shopping cart via this link, it is NOT considered an interaction. You will not be able to send private messages to the customer actively if the last interaction was more than 7 days ago. Therefore, we recommend avoiding the long-term use of the "Shopping Cart Link" parameter.
- This is only supported in the "Add to Cart Message". Not all order-related messages support this link (e.g., out-of-stock messages, partial order messages, and other edge cases will not include the link).
- Each customer's shopping cart link is unique. DO NOT copy the link from Customer A's message and send it to Customer B.
i. Facebook Live
Go to SHOPLINE Admin [Social Commerce] > [SHOPLINE Live], enter the Facebook livestream, click the "gear" icon at the bottom right, and select [Message Settings] > [Add to Cart Message].
A. Not interact user within 7 days
You can add the "Shopping Cart Link" parameter to the message field under the "No interact user within 7 days" tab. Customers can click the link to open your store's shopping cart page.
B. Interact user within 7 days
You can add the "Shopping Cart Link" parameter to the message field under the "Interact user within 7 days" tab. Customers can click the link to open your store's shopping cart page.
*For more details on the new livestream settings interface, please refer to this article.
ii. Facebook Social Post Selling
Go to Social Commerce Post Sales, open the Facebook Post Sales settings page, and click Comments and Message Settings Order message settings.
A. No conversation with fans in 7 days
Similarly, you can add the "Shopping Cart Link" parameter to the message field under the "No conversation with fans in 7 days" tab.
B. Have conversations with fans within 7 days
Similarly, you can add the "Shopping Cart Link" parameter to the message field under the "Have conversations with fans within 7 days" tab.
*For more information regarding Facebook Social Post Selling, please refer to this article.
2. Unable to receive messages in Message Center
If customers click the "Continue" button in the re-engagement message but nothing happens, or if they cannot see the complete order message (e.g., the message says "Attachment Unavailable"), please ensure the customer's Messenger/Instagram app is updated to the latest version, and check the Facebook Page settings using the steps below.
*Note: If you have not connected an Instagram account, you only need to configure Messenger.
Step 1
Go to Facebook Page > [Settings & privacy] > [Page setup], and select Advanced Messaging.
Step 2
In the "Connected Apps" section, click Edit.
Step 3
Ensure that both "Access standby channel" and "Take control of conversations" toggles are enabled for Messenger and Instagram permissions.
*Note: If you have integrated other applications, we recommend disabling their "Take control of conversations" setting to avoid permission conflicts.
Step 4
Return to [Settings & privacy] > [Page setup], and select Messenger conversation routing and Instagram conversation routing, respectively.
Step 5
Make sure that the "Messenger by SHOPLINE" app appears under the "Default routing app" section.
*Notes:
- If another third-party app is selected, please change it to "Messenger by SHOPLINE".
- If no app is displayed, please click "Edit" and add "Messenger by SHOPLINE".
3. Unable to send messages from Message Center
If messages in the Message Center (Facebook/Instagram) display an orange exclamation mark and cannot be sent due to reasons such as "Permission error", "Failed to send", or Customer's privacy settings blocking system messages, please verify the following settings.
i. Facebook
First, refer to Step 2 to check the Page settings. Then, switch to your personal Facebook account, go to [Settings & privacy] > [Business Integrations], and confirm that "Messenger by SHOPLINE" is integrated.
ii. Instagram
Refer to Step 2 in the Connecting Instagram account to Store Admin article and ensure that the "Allow access to Messages" setting is enabled in the Instagram app settings.
Next, refer to Step 6 in the Connecting Instagram account to Facebook Page article and ensure that the "Allow access to Instagram messages in Inbox" setting is enabled.
4. Customer's privacy settings are blocking system messages
If a Facebook or Instagram message in the Message Center displays an orange exclamation mark icon and the error "The customer's privacy settings blocked the system message; you can copy the message and send it manually", please ask the customer to check the following settings in their Facebook account:
i. Apps, websites and games
Go to Facebook > [Settings & privacy] > [Apps and websites] > [Preferences], and ensure that the "Apps, websites and games" setting is turned on.
ii. How you get message requests
Go to [Settings & privacy] > [How people find and contact you] > [How you get message requests]. Change the setting from "Don't receive requests" to "Chats" or "Message requests". For more details, please refer to the official guide: Control who can message you on Facebook.
Alternatively, in the Messenger mobile app, go to [Menu] > [Settings] > [Privacy & safety] > [Message delivery]. Change the setting from "Don't receive requests" to "Chats" or "Message requests". For more details, please refer to the official guide: Control who can message you on Messenger.
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