Aside from notifying customers of their order status updates via email, merchants can now update them via Facebook Messenger. This provides an extra channel for receiving the latest updates on orders and delivery statuses.
*Note: Currently does not support "Payment status" update notifications.
- Set Order update notifications via Facebook Messenger
- Customers subscribe to Order update notifications via Facebook Messenger
- Send order update notification
1. Set Order update notification via Facebook Messenger
Method 1
Step 1
Proceed to SHOPLINE Admin > [Settings] > [Order Settings] page and switch on the "Order update notification via Facebook Messenger" toggle.
*Note: If you have already connected a Facebook Page, once the feature is enabled, click the Update button on the bottom right to complete the setup.
Step 2
After you switch on the toggle, please log into your Facebook account.
(If you have already logged into Facebook in your browser, the system will directly proceed to Step 3.)
Step 3
Click the Connect button on the right of the Facebook page you would like to connect with.
Step 4
After the connection is successful, the connected Facebook page will be displayed. Please remember to click the Update button in the bottom right corner of the page to save the settings.
Method 2
Step 1 (If your Facebook page is already connected, please go directly to Step 5)
Proceed to SHOPLINE Admin > [Channel integration] > [Facebook] page. In the "Social Commerce" section, click Start setting.
Step 2
Log into the Facebook account you want to use. (If you are already logged into Facebook on the browser, the system will direct you straight to the view in Step 3)
Step 3
Messenger will ask you to authorize message management permissions. Please click the Continue button to grant permissions, or click Choose what you allow to adjust the permission settings.
Step 4
Select the Facebook page you would like to connect with and click Confirm to complete the connection.
Step 5
In the [Channel Integration] > [Facebook] page, click the "Messenger" tab to enable the "Order Update Notification" toggle on the right.
2. Customer subscribes to Order Update Notifications via Facebook Messenger
Upon completion, members and non-members can click Send to Messenger on the order confirmation page to receive order status notifications through Facebook Messenger.
Subscription steps
i. Customers select "Send to Messenger" and a pop-up subscription reminder will appear.
Read the reminder and click Subscribe now.
ii. Complete the following steps depending on the previous interaction:
- If customers are logged into Messenger: Click Subscribe Now and the Messenger conversation with the store will open in a new tab.
- If customers are not logged into Messenger: Click Subscribe Now and customers will be directed to the Messenger login page.
Once customers open the conversation in Messenger:
- If customers have not messaged the Page before: They will need to click the "Get Started" button.
- If customers have previously messaged the Page: The conversation with the Page will appear, and no additional button click is needed.
iii. Upon completion, close Messenger and return to the page. The subscription status is now updated to "Send via Facebook". Customers can click the icon to unsubscribe at any time.
3. Send Order Update Notification
Go to [Order Management] > [Orders] and click on the order details page to check the subscription status of the order status notification.
When you change the order status, a pop-up window will show up asking whether to send the order status update notification to the customer.
If you check the box and click "Yes," this notification will automatically be sent to the customer via email and Facebook Messenger.
The Facebook Messenger notification message received by the customer is as follows:
*Notes:
- To comply with Facebook data security regulations, order information sent through Messenger, regardless of whether the "Require customers to log in to view orders" feature in the "Order Settings" in the background is enabled, customers must log in as a member to view orders.
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Some third-party communication features will conflict with the Facebook Messenger order notification feature. It is recommended that you avoid installing third-party tools that repeat the same features as the store. If your store encounters similar problems, please contact our Online Merchant Success Team. x
- Regarding Facebook's recent update, Facebook will restrict sending advertisements or promotional messages via subscription messaging. Given this situation, all merchants who enabled the "Order update notification via Facebook Messenger" feature, please go to Settings > Advanced messaging > Requested features of your Facebook Page, then click the Request button next to "One-time notification" to complete an additional review for approval.
If you have received a further message review request from Facebook, please submit an application to Facebook for review, and confirm that the Facebook page will not send advertisements or promotional messages through subscription messages to avoid affecting the Facebook Messenger order status notifications feature.
*Remarks:
If the box for subscription for order update notification via Facebook Messenger is not shown, please check with the following:
- Your related Facebook Page is published and visible.
- Your related Facebook Page has whitelisted the domain of your shop at Page Setting > Messenger Platform > Whitelisted Domains.
- You did not install 3rd-party CSS in Google Tag Manager to block the function of Facebook.
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