Facebook Messenger Persistent Menu and Welcome Message

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With the "Welcome Message" and "Persistent Menu" features in Facebook Messenger, your customer will receive an auto-reply message during the first conversation. 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. 

This article will cover the following:


1. Connect to the Facebook page

Step 1. Confirm your store plan and start using it 

In the upper right corner of the SHOPLINE Admin, go to [Hello, OOO] > [My Subscription & Billing] to view the store's plans and modules.

  1. Under the Paid Subscription, there are "Plans" and "Modules". Please check if your store has the Social Commerce plan. If you have this module, you can go to Step 2 to set it up.

  2. If you are using the Basic, Advanced, Premium, O2O, Enterprise, or Cross Border plan (as shown below). Please confirm whether your store is using the O2O/ Enterprise plan.

    If so, please go to SHOPLINE Admin > [Apps] > [Apps Store] to install the features.



Step 2. Go to the "Channel Integration" page to set up

Go to [Channel Integration] > [Facebook] and click Start setting in the "Facebook Community Sales" section.

*Note: If you have already connected to a Facebook Page before, please disconnect first and connect again for the system to send the welcome message to your customer (for more details, please refer to Step 4. Disconnect your Facebook Page).

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Step 3. Log in to your Facebook account

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Step 4. Choose the Page to connect

Check the page(s) you wish to connect with SHOPLINE. Click Confirm to continue.

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2. Set up a welcome message

The welcome message is the automated message your customers will receive when they contact you through Facebook Messenger for the first time.

Go to [Channel Integration] > [Facebook] > [Messenger] and switch on the button next to the "Welcome Message."



You can enter the text, URL, and emojis in the "Welcome Message" field. Click Save to save the content. Default content will be applied if left blank.

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*Note: If a script is also enabled in [Social Commerce] > [Chatbot Store], and the trigger condition is set to "First initiate conversation," the system will prioritize the script.



3. Persistent menu setup

The "Persistent Menu" is the menu that will appear in the Facebook Page conversation window. You can set up different links to lead customers directly to the frequently visited pages.

Go to [Channel Integration] > [Facebook] > [Messenger] and switch on the button next to "Persistent Menu."

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You can add up to 3 items in the persistent menu, with the "Become Member" and "Go to Store" buttons set as default. Click + New Menu Item to edit.



You can add a custom name for the menu item and set up the action:

  • Go to the link: You can insert a link to your promotion page, and the customer will be directly led to the respective page.
    Facebook has a 30-character text limit for the "name of the menu item", which cannot be saved if you exceed the limit. Each Chinese/English character, punctuation, and blank are counted as 1 character, while each emoji icon is counted as 2 characters.

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  • Show all product categories: Customize the keyword. When customers click on the menu or enter the keyword, it will display all product categories in the store. For more details, please refer to Facebook Messenger/ LINE In-chat Shopping.
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The contents of the default items "Become Member" and "View Online Store" can be edited or deleted as well. Move the cursor to the item and click on the "pencil" or "trash" icon to edit or delete.


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


4. Disconnect your Facebook Page

*Note: If you have already connected to a Facebook Page before, please disconnect first and connect again for the system to send the welcome message to your customer.

Step 1. Disconnect

Click Disconnect.

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Step 2. Be noted of 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 through the settings for "1. Connect to the Facebook Page" again.

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