⚠️ Before you start:
- You must download and log into the SHOPLINE Admin App. For more details, please refer to Feature Introduction | SHOPLINE Admin App.
- This feature currently does not support merchants that only use the Retail POS plan.
- SHOPLINE Admin App currently is not available on iPad and other tablet devices.
SHOPLINE's Admin mobile app allows you to view various store data at any time through your device and manage your store with ease and flexibility! This article will introduce how to use the message feature on the SHOPLINE Admin App and the supported third-party social media platforms.
This article will cover the following:
- Message management
- Integrating third-party social media platforms
- Introduction to message formats
- Notes
1. Message management
Tap the Message tab at the bottom of the app. You can manage your shop message and order messages in this tab. If your store has connected to Facebook Messenger, Instagram, LINE, and WhatsApp, you can reply to customer messages directly from here.
You can also assign conversations to employees and filter messages that have been read, unread, and conversations to be followed up.
2. Integrating third-party social media platforms
Currently supports connecting to these 4 social media platforms:
- Facebook Messenger
- LINE
A. Facebook Messenger
You can reply to customer messages through Facebook Messenger, and also send saved replies, images, [Coming Soon] product lists, and product links to customers.
For more details on Facebook Messenger integration, please refer to Facebook Messenger Chat | Facebook Business Extension.
Available message type
Tap the account name under "Facebook Messenger" and select a conversation. In the conversation window, besides sending text messages to customers, you can also tap the + icon at the bottom to send the message types below:
Image
To send image messages to customers, please allow the app to access your images by tapping Select Photos... or Allow Access to All Photos.
Saved reply
Tap Apply to send the existing saved replies, or tap Add saved replies to create a new one.
Edit cart
You can add/delete items, and change the product quantity in the customer's cart. Tap Clear Cart to empty the shopping cart for the customer.
[Coming Soon] Product list
Step 1
To send the product list to the customer, you can select an existing product list, or tap Manage to add a new one.
Step 2
On the "Manage Product List" page, you can delete, edit the product list, or add a new one.
Step 3
A product list must include at least 1 product and a maximum of 30 products.
*Note: Please be sure to switch on the "Publish Product List" toggle button. Unpublished product lists are invalid and unable to be shown to customers.
[Coming Soon] Product link
Check the box(es) for the product links you want to send to customers. You can select up to 30 at a time.
B. Instagram
You can reply to customer messages through Instagram, and also send saved replies, images, [Coming Soon] product lists, and product links to customers.
For more details on Instagram integration, please refer to Integrate Instagram Messaging.
Available message type
Tap the account name under "Instagram" and select a conversation. In the conversation window, besides sending text messages to customers, you can also tap the + icon at the bottom to send the message types below:
Image
To send image messages to customers, please allow the app to access your images by tapping Select Photos... or Allow Access to All Photos.
Saved reply
Tap Apply to send the existing saved replies, or tap Add saved replies to create a new one.
Edit cart
You can add/delete items, and change the product quantity in the customer's cart. Tap Clear Cart to empty the shopping cart for the customer.
[Coming Soon] Product list
Step 1
To send the product list to the customer, you can select an existing product list, or tap Manage to add a new one.
Step 2
On the "Manage Product List" page, you can delete, edit the product list, or add a new one.
Step 3
A product list must include at least 1 product and a maximum of 30 products.
*Note: Please be sure to switch on the "Publish Product List" toggle button. Unpublished product lists are invalid and unable to be shown to customers.
[Coming Soon] Product link
Check the box(es) for the product links you want to send to customers. You can select up to 30 at a time.
C. LINE
You can reply to customer messages through LINE, and also send saved replies, images, [Coming Soon] product lists, and product links to customers.
For more details on LINE integration, please refer to Connect with LINE | Channel Integration.
Available message type
Tap the account name under "Instagram" and select a conversation. In the conversation window, besides sending text messages to customers, you can also tap the + icon at the bottom to send the message types below:
Image
To send image messages to customers, please allow the app to access your images by tapping Select Photos... or Allow Access to All Photos.
Saved reply
Tap Apply to send the existing saved replies, or tap Add saved replies at the bottom to create a new one.
[Coming Soon] Product list
Step 1
To send the product list to the customer, you can select an existing product list, or tap Manage to add a new one.
Step 2
On the "Manage Product List" page, you can delete, edit the product list, or add a new one.
Step 3
A product list must include at least 1 product and a maximum of 30 products.
*Note: Please be sure to switch on the "Publish Product List" toggle button. Unpublished product lists are invalid and unable to be shown to customers.
[Coming Soon] Product link
Check the box(es) for the product links you want to send to customers. You can select up to 30 at a time.
D. WhatsApp
You can reply to WhatsApp messages directly from the Admin App. [Coming Soon] You will be able to initiate a conversation by sending a message template to contacts you haven't interacted with yet. For more details on WhatsApp integration, please refer to WhatsApp Business Account (WABA) Integration | Channel Integration.
[Coming Soon] Start a conversation
Step 1. On the SHOPLINE Admin App, go to [Message] > [WhatsApp]. Tap the top right "+" icon and select Start a conversation.
Step 2. Enter the contact's mobile number to start a new conversation. Then, select the message template to send.
For more information on message templates, please refer to WhatsApp Message Template.
*Note: It is recommended to send a default opt-in template or a message template to customers who have not authorized to receive store notifications.
3. Introduction to message formats
Customers can send messages in different formats from third-party social media platforms (e.g., stickers, GIFs, voice messages, etc.).
For more details, please refer to Supported Message Formats | Message Center.
4. Notes
- Currently does not support AI auto-identifications, address management and Message Center function settings.
- Currently does not support push notifications for shop and order messages.
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