While comments posted by customers during a livestream are often essential for processing orders, they can sometimes contain information (such as mobile numbers) that you do not want others to see.
The "Hide Post Comments" feature prevents competitors or malicious parties from accessing this type of information by allowing you to automatically hide all comments in a post so that only you can see them. This helps simplify the process, as you no longer need to manually hide each comment one by one.
*Note: This feature is available to merchants who connect to Facebook Live or use SHOPLINE Live synced to Facebook Live.
This article will cover the following:
1. How to hide comments (Message Center settings)
Step 1
In SHOPLINE Admin, go to [Social Commerce] > [Message Center] and select the "Post Message" tab.
Step 2
Select a post containing the comment you want to hide. Then, click the Hide comment button on the right.
Step 3
After you click the "Hide comment" button, a pop-up window will appear. The hide comment feature is off by default. Once enabled, you can select "Hide all comments on this post" or "Hide comments with mobile phone number".
Step 4
Choose the comment hiding rule. Once selected, the rule cannot be changed—you can only turn the feature on or off.
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Hide all comments on this post: Hide every comment and reply on the post.
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Hide comments with mobile phone number: Hide only those comments that include a phone number.
After confirming your selection, click Save in the bottom right corner. Once the feature is enabled, customers will no longer be able to see the hidden comments.
2. How to hide comments (SHOPLINE Live settings)
Step 1
In SHOPLINE Admin, go to [Social Commerce] > [SHOPLINE Live] and select an ongoing or finished livestream containing comments you want to hide.
Step 2
After entering the livestream, you’ll see the "Comment hiding settings" icon at the top right of the screen.
If your livestream is connected to multiple Facebook Pages, you can select the Page containing the comment you want to hide.
To finish the setup, follow steps 3–5 from "How to hide comments (Message Center settings)."
3. Notes
- After this feature is turned on, the system will begin hiding existing comments at a maximum rate of 500 comments every five minutes, and will hide all new comments as soon as they are left.
- Once the feature is turned on, only Facebook Page admins, customers who have left comments, and Facebook friends of customers who have left comments will be able to see hidden comments.
- If you turn this feature off all comments hidden while the feature was turned on will stay hidden. All new comments will appear as normal.
- This feature is available to all merchants with a Social Commerce plan.
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