Content Library | Message Center

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SHOPLINE releases a "Content Library" feature that allows you to select the reply content from the content library when creating "Keyword Auto-reply" or "Auto-Reply to Similar Questions." If customers' messages contain specific keywords or are similar to the specified questions, the system will automatically reply with the content you set up.

This article will cover the following:

 

1. Create a content library

Step 1

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center]. Select [Smart Assistant] > [Chatbot] and click the Manage content library button.

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Step 2

Click Create content.

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Step 3

Enter the content name.

*Note: The name is for internal management only.

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Step 4

Enable the applicable channels such as Facebook Messenger, Instagram, LINE, WhatsApp, and Shop Message*. (Enabling all five options is supported.)

For instance, if you enable the Facebook Messenger channel, only customers who send specific messages from the Messenger will receive the auto-reply.

* The shop message includes shop and order messages. Customers who send specific
messages through the following methods will be regarded as
shop and order messages and will receive the auto-reply:
1. "Message Shop 截圖 2024-01-08 下午4.02.38.png" in the storefront.

2. "Shop and Customer Comments" on the order confirmation page.

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Step 5

You can customize different message content for each social channel.

There are 5 types of messages:

1. Text messages

  • Enter the text messages.
  • You can insert dynamic text into the message content.
  • You can add up to 3 buttons. Enter the button name and set up the button functions:
    • Jump URL: Enter a URL and it will open up the URL page once clicked.
    • Auto-reply: Insert another reply content from the content library. The system will autoreply with the content once clicked. (You should have previously created the content to select it from the content library.)

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2. Image messages (currently only applicable to Facebook Messenger)

  • Please upload one image (less than 5 MB).
  • You can add a button for the image message.

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3. Card messages (currently only applicable to Facebook Messenger)

  • Please enter the title (up to 80 characters).
  • Please fill in at least one subtitle/ image/ button.
  • It is recommended to upload images with a 1.91:1 ratio for the best display. Otherwise, the image will be compressed and cropped.
  • Click the "+" icon. You can add up to 10 images as a slidable card message.

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4. Product messages (currently only applicable to Facebook Messenger)

  • Please select a product (you can select up to 10 products except for the unpublished, no inventory, and products with hidden prices).
  • Click the "+" icon to add products to the slidable banner.
  • Currently, customizing the product information is not supported.
  • The product message will show the product image, name, and price. When customers click on "Go shopping," it will direct them to the product detail page in the storefront.

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5. Text & Image message

  • Upload one image.
  • Enter the text messages.

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*Notes:

  • Each social channel will support sending up to 3 messages at once. The system will send the message according to the order you add the message. However, there is a chance for the actual sending order to vary.
  • The following are the message types supported by each platform:
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Step 6

Once the above settings are completed, click Save.

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2. Application

When creating "Keyword Auto-reply" or "Auto-Reply to Similar Questions," you can select the reply content from the content library.

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The following is an example of using the content library for keyword auto-reply:

You have completed the following settings:
- Created the shipping information for Facebook Messenger in "Content Library".
- The trigger keyword is "Shipping time" and the reply is selected from
content library. 
When customers ask "What is the estimated shipping time?"
through Facebook Messenger,
the system will reply with the corresponding reply.

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