[Coming Soon] Facebook Subscription Template | Message Center

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SHOPLINE introduces the "Facebook Subscription Template" feature in the Message Center, allowing you to send subscription templates. After customers subscribe to you, you can send them marketing messages beyond the 24-hour interaction window, fostering long-term relationships and enhancing conversion and marketing efficacy.

To send Facebook broadcasts to subscribed customers, please refer to this FAQ.

This article will cover the following:

 

1. Create and manage subscription templates

Step 1

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center] > [Omni-channel CRM Assistant] > [FB subscription template], and click Add subscription template.

*Note: You can add up to 20 different subscription templates.

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Step 2

Enter the name of the subscription template.

*Note: This name is for internal management and will only be displayed in the Admin.

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Step 3

Click Add image to insert an image to the subscription template.

*Note: You can only add 1 image to this field. The image must be in JPG or JPEG format and should not exceed 8 MB.

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Step 4

Enter the topic for the subscription template. This will be displayed under the template image.

*Note: The topic should not be duplicated with the existing subscription template topic.

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Step 5

Click Add follow-up message to set up follow-up message contents. This message will be sent only after the customer has subscribed; otherwise, it will not be sent.

You can add 3 three types of follow-up messages: "Text message", "Image message", and "Card message".

*Note: You can add up to 3 follow-up messages.

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i. Text message

Enter the text for the follow-up messages. You can also insert the dynamic text for customer names.

*Note: Supports up to 250 characters.

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ii. Image message

Click Add image.

*Note: You can only add 1 image to this field. The image must be in JPG or JPEG format.

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iii. Card message

  • You can set up to 10 cards in a card message. Customers can view and switch between each card in the message.
  • For the card message, you need to set up the following:
    • Image (required).
    • Title (required).
    • Description (required).
    • Button (optional).
      • You can add up to 3 buttons.
      • Only supports button URL.

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Click the "trash" icon to delete the follow-up message.

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When editing, you can preview the changes on the right.

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Step 6

Upon completion, click the Save button on the bottom right.

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Under the subscription template list, you can view the template name, topic, and the number of follow-up messages.

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You can also edit and delete the subscription template.

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2. Send subscription template

There are 3 ways to send subscription templates to customers:

i. Customer's profile in the Message Center

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center] and click the [Instant Message] tab. Then, select the conversation of the customer you want to send a subscription template.

If the customer has not subscribed yet, there will be a reminder banner of "Send subscription template" below the profile. This banner will no longer appear once the customer opts to subscribe.

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2. The "Send Template" icon below the conversation window

You can send a subscription template regardless of whether the customer has subscribed by clicking the "Send template" icon below the conversation window.

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Step 1

Select the subscription template you want to send. You can select from the list of the subscription template on the left and preview it on the right.

*Notes:

  • If the customer has subscribed to a subscription template, it will display a "Subscribed" label next to the template. You can no longer send this template to the customer.
  • To customize or add a new subscription template, you can click Manage Templates and it will direct you to the page in [Omni-channel CRM Assistant] > [FB subscription template].

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Step 2

Upon selection, click Send template.

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3. Facebook broadcast

You can select a subscription template and send it from the Message Center as a Facebook broadcast to "Facebook contacts interacted within 24 hours". For more details, please refer to this FAQ.

⚠️ Please note the following rules for sending subscription templates successfully.

  • You can only send subscription templates to customers that interacted with you within the last 24 hours.
  • Subscription templates can only be sent to the same customer once a week.
  • You can send up to 5 different subscription templates to the same customer daily, and up to 7 different templates in a week.
  • You cannot send a subscription template to a customer who has already subscribed to it.

When you fail to send the subscription template, there will be a "failed" red icon next to the message. Hover the cursor beneath the icon to see the reason for the failed sending.

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