Facebook Messenger Persistent Menu and Welcome Message

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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 the below instructions to complete the settings:

 

1. Connect your Facebook page

Step 1. Confirm the plan of your store and start using it 

in the upper right corner of the store backstage, 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, the feature will be directly enabled. 
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  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 Premium/ O2O/ Enterprise plan.
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    If so, please go to [App] > [App Store] in the left menu to install the features.
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Step 2

In the SHOPLINE Admin, go to [Channel Integration] > [Facebook]. Click the button Connect and continue the settings of Step 3.
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If you see a red "Disconnect" button before you connect to your Facebook page, it means you have enabled "Order update notification via Facebook Messenger" before, please disconnect it first. Otherwise, the welcome message would not be sent to your customers. (Please refer to Disconnect your Facebook Page)

 

[Coming Soon] New Facebook integration page

On the new page by going to [Channel Integration] > [Facebook]. In the "Facebook Community Sales" section, click Start setting.

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Step 3. Log in to your Facebook account

Log in to the Facebook account.EN_1-Step3.png

 

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

Check the page(s) and click Next to continue.
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Step 5. Confirm the authorization

Make sure "Manage your Pages" and "Manage and access Page conversations in Messenger" are toggled "YES" (as shown below). Click Done then OK

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

Go back to the store Admin. Click the Connect button 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.EN_1-Step6-2.png

 

[Coming Soon] New Facebook integration page

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2. Set up a welcome message

The welcome message is the automated 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 editing the message, click Save to save the changes.
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When the welcome message is set, Facebook Messenger will send the welcome message to your customer automatically during the first chat, as shown below:

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*Note: If a script is also set for the Chatbot, and the trigger condition is set to "First initiate conversation ", the system will give priority to the script.

 

3. Persistent menu setup

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 second and third menu items are "Become Member" and "Visit Online Store" by default. Click + New Menu Item to add a new item to the menu. You need to add a custom name for the menu item and enter the link.
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For example, you can add the promotion page as one of the menu items to let your customers know more about the existing promotion. Click Save after adding the contents of the menu item.

*Note: Facebook has a 30-character text limit for the "name of the menu item", which cannot be saved if you exceed the limit. English characters, punctuations, and blanks are counted as 1 character, and emoji icons are counted as 2.

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The contents of the default items "Become Member" and "Visit Online Store" can be edited or deleted as well. Move the cursor to the item and click on the "pencil" or "bin" icon to edit or delete respectively. 

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

If you see a red "Disconnect" button before you connect to your Facebook page, it means you have enabled "Order update notification via Facebook Messenger" before, please disconnect it first. Otherwise, the welcome message would not be sent to your customers. 

Step 1

Click the Disconnect button. EN_4-Step1.png

 

[Coming Soon] New Facebook integration page

On the new page by going to [Channel Integration] > [Facebook]. In the "The Connected Facebook Account" section, click Unlink the current account.

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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 your Facebook page" again.EN_4-Step1-2.png

  

5. Related features setup guides

 

 

 

 

 

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