Facebook Messenger Persistent Menu and Welcome Message – SHOPLINE FAQ

If you want to provide instant replies for your customers when they contact you through Facebook Messenger, the integrated Facebook features - Welcome Message and Persistent Menu would definitely help!

Once the welcome message is set, your customer will receive an auto-reply message during the first chat. On the other hand, you can provide links that are commonly used in the persistent menu so that your customers may find the answers on their own without waiting for your reply.

Please follow below instructions to complete the settings:

Connect your Facebook Page
Setup Welcome Message
Setup Persistent Menu
Disconnect your Facebook Page
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Connect your Facebook page

Step 1: Install "Facebook Integration" in App Store

The feature is supported in selected plans. You may go to “Apps > Apps Store” to install the feature. In “Apps > My Apps”, you will see the feature you have installed through App Store.

Step 2: Begin the settings in “Channel Integration > Facebook”

In “Channel Integration > Facebook”, click the button “Connect” and continue the settings of step 3.

If the button shows “Disconnect” , it means you have enabled the feature “Order update notification via Facebook Messenger”. You need to disconnect it first. Otherwise, the welcome message will not be sent to your customers. (Please refer to: Disconnect your Facebook Page)

Step 3: Login to your Facebook account

Step 4: Select the Facebook page(s) you would like to connect.

Tick the page(s) and click “Next” to continue

Step 5: Confirm the authorisation

Make sure “Manage your Pages” and “Manage and access Page conversations in Messenger” are on (as shown below), then click “Done”. After that, click "OK".

Step 6: Select the Facebook page you would like to connect again

Click the button “Connect” next to the page name, then click “OK”

After connecting your Facebook page(s), you will see the settings of “Welcome Message” and “Persistent Menu” in “Channel Integration > Facebook”. Then, you can start to set them up.

Set Up Welcome Message

Welcome message is the auto message your customer will receive when they contact you through Facebook Messenger for the first time.
In your welcome message, you may include texts, hyperlinks and emojis. After entering the message, click “Save”.

When welcome message is set, Facebook Messenger will send the welcome message to your customer automatically during the first chat, as shown below:

Setup Persistent Menu

In the Persistent Menu, you may include some URLs that are commonly used among your customers. During the chat, they can access the links quickly.

You may include at most 3 menu items for the Persistent Menu. The 2nd & 3rd menu items are “Become Member” and “Visit Online Store” by default. You may click “+New Menu Item” to add a new item for the menu. You need to add a custom name for the menu item and enter the link.

For an example, you can add the promotion page as one of the menu items to let your customers know more about the existing promotion. After adding the contents of the menu item, please click “Save”.

Please note that Facebook has a maximum of 30 characters for the “name of the menu item”, which can’t be saved if you set a limit. English characters, punctuation and blanks are counted as 1 character, and emoji icons are 2 characters.

The contents of the default items “Become Member” and “Visit Online Store” can be edited / deleted as well.

When the persistent menu is set, your customers will be able to see the menu when they contact you through Facebook Messenger:

Disconnect your Facebook Page

If it shows “Disconnect” button before you connect your Facebook page, it means you have enabled “Order update notification via Facebook Messenger” before, you need to disconnect it first. Otherwise, the welcome message would not be sent to your customers. To disconnect it, please follow below steps:

Step 1: Disconnect

Click “Disconnect” button

Step 2: Be noted with the consequences of disconnecting your page

A pop-up window will show the affected items after disconnecting your page. After you have read it, check the boxes and click “Disconnect” to disconnect the page. Then you can go though the settings for “1. Connect your Facebook page” again