Facebook Live | Auto-reply

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SHOPLINE has introduced an "Auto-reply" feature that provides automated responses through comments and/or private messages for livestream comments that contain the trigger keywords (product keywords not included).

*Note: Currently, this feature is only available for Facebook Page livestream.

This article will cover the following:


1. Set up an auto-reply

Step 1

In the SHOPLINE Admin, go to [Social Commerce] > [SHOPLINE Live], and select the livestream you want to set up an auto-reply.

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Step 2

Click on the "gear" icon on the bottom left to open the setting.

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Step 3

Select [Smart Assistant] > [Auto-reply], and click Add auto-reply.

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Step 4

Insert the tool name. This name is for internal use only. 

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Step 5

Select the auto-reply mode and matching method. Then, set up the keywords to trigger a reply.

Method 1. Basic mode + Matching method "include any keyword"

  • You can only enter one keyword in each field.
  • Click Add to insert multiple keywords. To edit the keyword, click the "trash" icon to delete the keyword and then enter a new one.

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As long as the customer's message contains any of the keywords, it will trigger a reply.

For example,
If you set "shipping fee" and "free shipping" as the keywords,
the following message will trigger a reply:
- May I know how much is the shipping fee?
- What is the minimum requirement for free shipping?

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Method 2. Basic mode + Matching method "include all keywords"

  • You can enter up to 10 keywords into the field.
  • To edit a keyword, please click the "X" icon next to the keyword and then enter a new one.

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The customer's message should include all of the keywords to trigger a reply.

For example:
If you set "how much" and "free delivery" as the keyword
- This message will trigger a reply:
"How much should I spend to get free delivery"
- This message will not trigger a reply:
"May I know the minimum requirement for free delivery?"

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Method 3. Advanced mode

  • You can add up to 10 keywords in each field. Every keyword in the same field is referred to as 1 keyword group. You can add up to 10 keyword groups.
  • Click Add to insert multiple keyword groups. Click the "trash" icon to delete the keyword group.
  • To edit a keyword, please click the "X" icon next to the keyword and then enter a new one.

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The customer's message needs to include at least 1 keyword group to trigger a reply.

For example: If you add
- Keyword group 1: "how much"; "shipping fee"
- Keyword group 2: "domestic"; "free shipping"
- Keyword group 3: "international"; "free shipping"

The following message will trigger a reply
How much is the shipping fee?
- What is the free shipping requirement for domestic shipping?
- Is free shipping applicable to international shipping?

The "What is the domestic shipping fee?" message
will not trigger a reply.

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Next, select if you want to reply by comment or by private message. You can enable both options and customize the reply content.

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Click the Add button to add multiple comment replies or private message replies.

If you set up multiple comment replies or private message replies, the system will randomly select one of the replies to send when the customer comments with the trigger keywords.

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Click the 截圖 2023-11-21 下午2.28.18.png icon on the left to generate reply messages with "AI Smart Content". For more details, please refer to this article.

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  • The auto-reply keywords should be different from product keywords or event keywords. Otherwise, the system will only respond to product/event keywords.
  • Every keyword requires at least 2 characters with no more than 50 characters. 
  • English letter case will not affect the auto-reply trigger. Any inserted English uppercase will be automatically converted into lowercase.
  • Special characters such as ? , ! @ $ * are not supported.
  • Does not support adding existing keywords under 1 "keyword auto-reply."Screen Shot 2023-08-21 at 3.09.09 PM.png

  • Does not support using the same keywords in two separate "keyword auto-replies."

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  • When the customer's message simultaneously contains the keywords of two separate keyword auto-replies, the most frequently triggered reply takes precedence. When the trigger frequency of the two keyword auto-replies is almost the same, the system will randomly select one reply.


Step 6

Click the Create button to complete the setup.

In the auto-reply list, you can enable, edit and delete each response individually.

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2. Customers leave a comment on livestream

When the customer leaves a comment containing the keywords (e.g., how much is the shipping fee?), and the "Auto-reply" is enabled, the system will respond with the corresponding reply content.

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Read more

New Livestream Settings and Custom Message Interface






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