If you wish to increase the order rate, try out the "In-chat Shopping" feature. Customers can access and view the products of your shop without visiting your online shop. They can just click on the menu item or enter keywords in Facebook Messenger or the LINE app to view all your products!
This feature supports both Facebook Messenger and LINE, but the setup procedures vary a little bit. You can jump to each section below to locate the information you need:
- Connect to Facebook Page
- Set up Messenger in-chat shopping
- In-chat shopping on Facebook Messenger
- Set up LINE in-chat shopping
- In-chat shopping on LINE
- Disable Facebook/ LINE in-chat shopping feature
- Notes
Messenger In-chat Shopping is an advanced feature built on Facebook Messenger Persistent Menu. If you have not installed Persistent Menu, please start from the section Connecting to Facebook Page below.
If you have already installed "Facebook Messenger Persistent Menu and Welcome Messages", please start from Step 2 instead.
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.
- Under the Paid Subscription, there are "Plans" and "Modules". Please check if your store has the "Social Commerce" plan. If you have this module, go to Step 2 to set it up.
- 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.
Step 3. Log into your Facebook account
Step 4. Choose the Page to connect
Check the page(s) you wish to connect with SHOPLINE. Click Confirm to continue.
2. Set up Messenger in-chat Shopping
Step 1
Go to [Channel Integration] > [Facebook] > [Messenger] and switch on the button next to "Persistent Menu."
Step 2
In the "Persistent Menu" section, click + New Menu Item.
Step 3
Add the menu item name, select "Show all product categories" and set up the keywords. Then, click Connect.
When customers click on the menu or enter the keyword, it will display all product categories in the store.
*Note: Please use "," to separate different keywords, and please consider different languages and beware of capitalization.
3. In-chat Shopping on Facebook Messenger
A. Messenger on the mobile version
1. When customers message your Facebook Page, they can click on the persistent menu and view the menu item you set up.
- Click View catalogue from the menu, and your shop's product categories will appear in the conversation.
2. When there are sub-categories under a category, customers can click on Expand Category or View Products.
- Click on Expand Category, customers can browse all the sub-categories that are under that category.
- Click on View Products, customers can browse all the products that are under that category, including products in sub-categories.
3. Customers can click Shop Now to be directed to the product detail page of that item to place an order.
B. Messenger on the desktop version
4. Set up LINE in-chat Shopping
Step 1
Go to [Channel Integration] > [LINE] and click Connect to set up the account.
*If you have not connected your LINE, please refer to the two FAQs below:
*Note: To use the LINE in-chat shopping feature, please go to LINE official account manager and set up the Response mode to "Bot" and enable Webhook under "Detailed settings".
After connection, the "Edit Keyword" button will show in the "in-chat Shopping" section.
Step 2
Click Edit Keywords to set up a range of keywords. When customers send those keywords to you on the LINE app, they can browse all the product categories.
*Notes:
- Use "," to separate different keywords, and please consider different languages and beware of capitalization
- LINE's official text limit for each keyword is max. 30 characters.
- Remember to click Save after editing.
Step 3
Click Save when you have finished setup.
5. Customer in-chat shopping on LINE
What customers see on the LINE app:
1. You can first send a message to customers via LINE @ in Broadcast Center
When customers send you a keyword you set up as a message on the LINE app, they can browse all the product categories of your shop as shown in the image below.
2. When there are sub-categories under a category, customers can click on Expand Category or View Products.
- Click on Expand Category, customers can browse all the sub-categories that are under that category.
- Click on View Products, customers can browse all the products that are under that category, including products in sub-categories.
3. Customers can click on Shop Now to be directed to the product detail page of that item to place an order.
6. Disable Facebook/ LINE in-chat shopping feature
A. Disable in-chat shopping on Messenger
Go to [Channel Integration] > [Facebook] and click on the "bin" icon on the menu item you wish to delete.
Your customers then will not see that menu item on the persistent menu, nor can they call out product categories with the keywords you set up before.
2. Disable LINE In-chat Shopping
Go to [Channel Integration] > [LINE] > In-Chat Shopping, delete all the keywords you have set up, and click Save.
Your customers then cannot call out product categories with the keywords you set up before.
7. Notes
1. Messages sent through LINE will be sent as paid messages, which will be accounted for from LINE's monthly free message quota.
2. If you want to use conversational shopping, before connecting to your Facebook Page/ LINE official account, make sure that your Page/ LINE account is not connected to other third-party chatbot services. In case any interruption occurs, it is recommended you pick one side to proceed with setup.
3. Currently, the Facebook Messenger template does NOT support displaying sales prices (this is the official restriction from Facebook).
For example, if the original price of a product is NT$1290 and the sales price is NT$890. Only the sales price will appear on Messenger.
4. The in-chat shopping feature currently supports 5 languages: Traditional Chinese, Simplified Chinese, English, Vietnamese, and Thai.
- If the customer who entered the keyword is a store member, the language on Messager / LINE will be the language that the customer selected when browsing the store.
- If the customer who entered the keyword is not a store member, the language on Messager / LINE will be in the supported shop language.
Go to [Settings] > [Basic Settings] > Supported Shop Languages to view the language setting. The first supported language is the default language. Click the drop-down list to change the default shop language. Remember to click Update to save the settings.
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