Facebook Messenger/ LINE In-chat Shopping

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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: 

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 here instead. 

 

1. Connect to the Facebook Page

Step 1. Confirm your plan of 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, go to Step 2 to set it up.

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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 O2O/Enterprise plan.
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    If so, please go to [App] > [App Store] in the Admin to install the features.

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

Go to [Channel Integration] > [Facebook] and click Connect to continue.

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[Coming Soon] New Facebook integration page

On the new page by going to [Channel Integration] > [Facebook]. In the "Sell products through Facebook & Instagram Shop" section, click Start setting.

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Step 3. Log into your Facebook account 

Log in to a Facebook account that contains the Facebook page you want to use.

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Step 4. Choose the Page to connect 

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

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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 to continue.

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You will then see this message and click OK.

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

Go back to the Admin, click the Connect button next to the page you want to connect, then click OK. The name of the connected Facebook Page will appear in your store Admin. The "Welcome Message" and "Permanent Menu" setup sections will appear at the bottom of the page. You can start the settings.

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[Coming Soon] New Facebook integration page

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2. Set up Messenger In-chat Shopping

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

  1. You can set up a button as "View All Categories". When customers click on it, they can browse all the product categories in your 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.

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*Notes: 

  • Please use "," to separate different keywords, and please consider different languages and beware of capitalization. 
  • Remember to click Save after editing.

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3. In-chat Shopping on Facebook Messenger

A. Messenger on mobile

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, your shop's product categories will appear in the conversation.persistent_menu_EN.jpg

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.Expand_cate_EN.jpg
  • Click on View Products, customers can browse all the products that are under that category, including products in sub-categories.VIew_product_EN.jpg

 

3. Customers can click Shop Now to be directed to the product detail page of that item to place an order.

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B. 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 the two FAQs below:

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*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 Webbook under "Detailed settings".

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After connection, the "Edit Keyword" button will show in the "In-chat Shopping" section.

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Step 2. Set up keywords for In-chat shopping 

Clicking 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.

*Note:

  • 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.

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Click Save when you have finished setup.

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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.

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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.LINE_expand_cata_EN.jpg
  • Click on View Products, customers can browse all the products that are under that category, including products in sub-categories.LINE_shop_now_EN.PNG

3. Customers can click on Shop Now to be directed to the product detail page of that item to place an order.pdp_EN.jpg

 

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:

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.

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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. 

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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. Incase 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.

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2. The in-chat shopping feature is currently supporting 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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3.  If you wish to use the in-chat shopping, before connecting to your Facebook Page or LINE official account, please confirm that your Page or LINE account has not connected to any third-party chatbot service. In case you are using a third-party chatbot, please connect to only one chatbot to avoid a system crash.

 

 

 

 

 

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