Facebook Messenger/ LINE In-chat Shopping

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If you think order rate from you online shop is not ideal enough and would like to increase the order rate, then you can have a try at our new feature "In-chat Shopping". 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 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: 

  1. Connect to Facebook fan page 
  2. Set up Messenger In-chat Shopping 
  3. How customers use Messenger In-chat Shopping 
  4. Set up LINE In-chat Shopping
  5. How customers use LINE In-chat Shopping 
  6. Disable Facebook/ LINE In-chat Shopping feature 
  7. Things to note 

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 fan page below. 
If you have already installed "Facebook Messenger Persistent Menu and Welcome Messages", please start from here instead. 

1. Connect to Facebook fan page

Step 1: Go to "Apps Store" and install "Facebook Integration"

This feature supports only specific plans. Applicable merchants can go to "Apps" >> "Apps Store". Find the app "Facebook Integration" and click `Install`. Then click `Go to Setting` to continue Step 2. 

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Step 2: Go to "Channel Integration" page to set up 

Go to "Channel Integration" >> "Facebook" and click `Connect` to continue Step 3. 

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Step 3: Log into your Facebook account 

Log into a Facebook account that contain the Facebook page you want to use to continue Step 4.

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Step 4: Choose a fan page to connect 

Click `Connect` on the fan pages you would like to connect with SHOPLINE and click `OK`.

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Step 5: Allow permissions 

Please keep the default permission settings, "Manage your Pages" and "Manage and access Page conversations in Messenger" should be enabled as below, and click `Done` 

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You will then see this message and click `OK` .

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Step 6: Choose a Facebook page to connect again

Please choose a page that you want to connect for the features, "Order Update Notification", "Broadcast Center", "Persistent Menu" and "In-chat Shopping". Click `Connect` and `OK` to finish the connection.

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2. Set up Messenger In-chat Shopping

Step 1: Add new menu item and set up keywords for in-chat shopping 

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1. You can set up a button as 'View All Categories' / 'Shop Now'; When customers click on it, they can browse all the product categories in you shop.

2. You can also set up a range of keywords; When customers send you the keywords on Messenger, they can also browse all the product categories. (Recommend but optional)

Please note: 

  • use "," to separate different keywords, and please consider different languages and beware of capitalisation 
  • remember to click `Save` after editing

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3. How customers use Messenger In-chat Shopping 

Messenger on mobile: 

(Image 1)

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(Image 2)

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1. When customers message your Facebook page, they can click on the Persistent Menu and see the menu item you set up (Image 1)

  • Click on "逛逛所有商品分類" (Shop Now), your shop's product categories will be shown as Image 1

2. When there are sub-categories under a category, customers can click on `Expand Category` or `View Products` (Image 2)

  • Click on `Expand Category`, customers can browse all the sub-categories that are under that category (Image 2)
  • Click on `View Products`, customers can browse all the products that are under that category, including products in sub-categories (Image 3) 

(Image 3)
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3. Customer can click on `Shop Now` to be directed to the product detail page of that item to place an order (Image 4) 

(Image 4)

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Messenger on Desktop: 

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4. Set up LINE In-chat Shopping 

Step 1: Connect your LINE account 

Go to "Channel Integration" > "LINE" and click `Connect` to set up the account. If you have not connected your LINE, please refer to this FAQ.

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After successfully connected, a button `Edit Keyword` will show in the "In-chat Shopping" section.

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Step 2: Set up keywords for In-chat shopping 

Clicking on `Edit Keywords`, you can set up a range of keywords. When customers send those keywords to you on LINE app, they can browse all the product categories

Please note:

  1. use "," to separate different keywords, and please consider different languages and beware of capitalisation 
  2. LINE official restriction for keyword is max. 30 characters each keyword 
  3. remember to click `Save` after editing

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Setting is finished after you click `Save`.

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5. How customers use LINE In-chat Shopping 

What customers see on LINE app:

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1. You can first send a message to customers via LINE @ in Broadcast Center (Image 1)

When customers send you a keyword you set up as message on LINE app, they can browse all the product categories of your shop as shown in Image 1.

2. When there are sub-categories under a category, customers can click on `Expand Category` or `View Products` (Image 2)

  • Click on `Expand Category`, customers can browse all the sub-categories that are under that category (Image 2)
  • Click on `View Products`, customers can browse all the products that are under that category, including products in sub-categories (Image 3) 

3. Customer can click on `Shop Now` to be directed to the product detail page of that item to place an order (Image 4)

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6. Disable Facebook/ LINE In-chat Shopping feature 

If you would like to stop using Facebook Messenger/ LINE in-chat shopping feature, you can follow the steps below:

1. Disable Messenger In-chat Shopping 

Go to "Channel Integration" > "Facebook" and click on the 'Delete' icon on the menu item you wish to delete

Your customers then will not see that menu item on Persistent Menu, nor can they call out product categories with the keywords you set up before

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2. Disable LINE In-chat Shopping

Go to "Channel Integration" > "LINE", 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. 

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7. Things to note 

1. Currently, Facebook Messenger template does NOT support 'displaying sales price and cross our original price' (this is Facebook official restriction) 

For example, if the original price of a product is NT$1643 and sales price is NT$1369; ONLY sales price will be shown on Messenger

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