Facebook Social Post Selling | Social Commerce

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SHOPLINE's Facebook Social Post Selling feature allows merchants to use the "Keyword comments + quantity " function for non-live-streaming posts on the Facebook Page!

After the customer leaves a message in the post, the system will send the shopping cart link through Messenger by detecting the keywords set up by the merchants, so that the customer can directly complete the checkout. 

This article will cover the following: 

 

1. Add a Facebook sale post

Step 1

In the SHOPLINE Admin, go to [Social Commerce] > [Social Post Selling], then click the Add New Sales Event button.

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Select "Facebook" and click Create.

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Step 2

Enter the name of the Facebook Social Post Selling event. Click Confirm to complete.

*Note: This name is for internal management use only.

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Step 3

Select Choose goods or Add Products to add to your Facebook Social Post Selling.

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A. Choose goods

Click the Choose goods button and a pop-up window will appear. On the upper right corner of the pop-up you can select what to display in the window: 

  • "All products" within the store
  • Products that "Include Keywords" in the store (all products with set keywords from [Social Commerce] > [Product Keywords], for more information please refer to this article)
  • Products in selected categories

Click Next after checking the products you’d like to add to the post.

*Notes:

  • Hidden price products and unpublished products cannot be selected.
  • You can select up to 500 products for sale in a single Social Post Selling at the same time.
  • Available Quantity shows the number of products that are currently available. If you have enabled the “Preorder” feature and set a preorder quantity limit for the product, the Available Quantity will be your current inventory and pre-order limit combined together. Please refer to this article for more information on the preorder feature.

 

After you’ve selected the products, you can set keywords for them in the following ways:

  • Add keywords for each product manually.
  • Click Quick apply to auto-generate keywords for each product (Please refer to this article for more information). 

Click Save to successfully add the product to the sales post.

 

B. Add Products

You can customize Product Image, Name, Keywords, Price, Quantity, and Product SKU. Once you have completed editing, click Continue to successfully add the products to the livestream. 

  • Click create new line to add new products. 
  • Use Quick Import to add multiple products. 

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Supports adding multiple variant products into the livestream

Besides Product Image, Product Name, Keywords, Price, Quantity, and Product SKU, you can also customize product variants by clicking Add variant to open the setup window. 

*Note: You can add variants in the "Product Keywords" tab, yet quick import is currently not supported. To learn more about creating product keywords, please refer to this article

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The system presets two variations: color, and size. You can also customize the variation name.

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Click Add product variation to add more variations. The system currently supports adding a maximum of two variations. Click the "trash" icon on the right to remove a variation. 

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*Notes: 

  • If the price of each product variant is the same, after entering the price of any variant, click Bulk Sync Price to automatically sync all the prices.
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  • If one of the product variants has a set quantity, the other variants will also need to be set with a quantity. Screen_Shot_2022-06-20_at_10.12.44_AM.png

 

Supports editing header

Click Edit header on the right of the "Create product" pop-up window to select whether to display the "Image", "Product SKU" and "Variant" fields. 

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Uncheck to not display the field. 

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Step 4

Products that have been added to the Facebook Social Post Selling will appear in the "Post Products and Keywords" list. You can also view the available quantity of selected products here. If you’ve enabled the “Preorder” feature and set a preorder quantity limit for the product, the number displayed here would include the preorder limit. Please refer to this article for more information on the preorder feature.

 

Click Add Products to add/ select more products.

 

Click the icon on the right of the products to edit product keywords or remove them. 

 

If you want to edit product keywords in bulk, click the Bulk edit button, select the products you want to edit, and then click Edit keywords.

 

Step 5

Scroll down to the "Settings" section to complete the relevant Facebook Social Post Selling settings.

1. Schedule 

Set the start and end time for the Facebook Social Post Selling. If you want this Social Post Selling to take effect permanently, you can check "Never expire".

For example, if the start time is set to 15 April, 2022 14:00:00, and the end time is 16 April, 2022 10:00:00, the customer can only place an order successfully by leaving a message during this period.

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Synchronize schedule according to the time the Social Post Selling is enabled/ends

Scenario 1: 

If you set the schedule start time as 16 June, but you only enable the Social Post Selling on 22 June, the Social Post Selling scheduled start time will be displayed as 22 June. 

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Scenario 2: 

If you set the schedule end time as 28 June, but you end the Social Post Selling early on 22 June, the end time of the Social Post Selling schedule will be displayed as 22 June. 

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Once the Social Post Selling end, a prompt will appear indicating "the stop time will be synchronized to the scheduled end time". 

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2. Commodity Order Rules

A. Keyword order rules: Click Edit to set the keyword ordering rules.

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There are three order rule options:

  • Comments containing keywords or keywords + quantity (e.g. I want A1 / Hello A1+1 / A1 / A1+1)
  • Comments containing keywords + quantity. Entering keywords only is not valid. (e.g. I want A1+1, A1+1)
  • Comments only consist of keywords or keywords + quantity. No other text is allowed. (e.g. A1, A1+1)

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B. Reserve inventory: Switch the toggle on the right to turn on the reserve inventory function, and you need to set the time to reserve inventory.

When a customer places an order through a keyword, the product inventory will be automatically locked, and the product will be reserved for the customer until the specified time. For details on how to reserve inventory, please refer to this article.

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3. Comments and Message Setting

A. Keyword Order Message Settings

Click Order message settings to edit the comments and message content. 

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a. Reply by private message

Switch on the "Reply by private message" toggle and customers will receive a private message after leaving comments with keywords. Switch off the toggle and customers will no longer receive the private message.

To apply parameters in a customized message, you can click the "Available Parameters" drop-down menu, and click the parameters to have them copied. Paste them in the message field to apply.

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b. Reply by comment

Switch on the "Reply by comment" toggle to edit the comment content. When customers leave a comment with keywords, it will send a reply with a comment. Switch off the toggle and the system will no longer reply to the customer's comment.

You can customize the comment reply.

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c. Out of stock message

Switch on the "Reply with an Out of Stock message through private messages" toggle. When the product ordered by the customer is out of stock, it will send an out-of-stock private message to the customer.

You can customize the content for the out of stock message.

You can also insert the dynamic texts for "Customer Name" and "Product name" into the message content.

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B. Auto-reply General Comment Settings

Click the Auto-reply Settings button.

*Note: Currently, the "Auto-reply General Comment Settings" is only available for Facebook Page Social Post Selling.

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Click Add auto-reply.

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Enter the auto-reply name. This name is for internal management use only.

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Select the keyword auto-reply mode and matching method. Then, set up the keywords to trigger a reply.

Method 1. Basic mode+Matching method "include any keyword"

  • You can only enter one keyword in each field.
  • Click Add to insert multiple keywords. To edit the keyword, click the "trash" icon to delete the keyword and then enter a new one.

As long as the customer's message contains any of the keywords, it will trigger a reply.

For example,
If you set "shipping fee" and "free shipping" as the keywords,
the following message will trigger a reply:
- May I know how much is the shipping fee?
- What is the minimum requirement for free shipping?

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Method 2. Basic mode+Matching method "include all keywords"

  • You can enter up to 10 keywords into the field.
  • To edit a keyword, please click the "X" icon next to the keyword and then enter a new one.

The customer's message should include all of the keywords to trigger a reply.

For example:
If you set "how much" and "free delivery" as the keyword
- This message will trigger a reply:
"How much should I spend to get free delivery"
- This message will not trigger a reply:
"May I know the minimum requirement for free delivery?"

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Method 3. Advanced mode

  • You can add up to 10 keywords in each field. Every keyword in the same field is referred to as 1 keyword group. You can add up to 10 keyword groups.
  • Click Add to insert multiple keyword groups. Click the "trash" icon to delete the keyword group.
  • To edit a keyword, please click the "X" icon next to the keyword and then enter a new one.

The customer's message needs to include at least 1 keyword group to trigger a reply.

For example: If you add
- Keyword group 1: "how much"; "shipping fee"
- Keyword group 2: "domestic"; "free shipping"
- Keyword group 3: "international"; "free shipping"

The following message will trigger a reply
How much is the shipping fee?
- What is the free shipping requirement for domestic shipping?
- Is free shipping applicable to international shipping?

The "What is the domestic shipping fee?" message
will not trigger a reply.

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Next, select if you want to reply by comment or by private message. You can enable both options and customize the reply content.

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Click the Add button to add multiple comment replies or private message replies.

If you set up multiple comment replies or private message replies, the system will randomly select one of the replies to send when the customer comments with the trigger keywords.

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Click the 截圖 2023-11-21 下午2.28.18.png icon on the left to generate the reply messages with "AI Smart Content". For more details, please refer to this article.

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*Notes:

  • General comment keywords should be different from product keywords or event keywords. Otherwise, the system will only respond to product and campaign keywords but not the general comment keywords.
  • Every keyword requires at least 2 characters with no more than 50 characters.
  • English letter case will not affect the auto-reply trigger. Any inserted English uppercase will be automatically converted into lowercase.
  • Special characters such as ? , ! @ $ * are not supported.
  • Adding similar keywords under 1 "keyword auto-reply" and using similar keywords in two separate "keyword auto-replies" are not supported.Screen Shot 2023-08-08 at 3.52.03 PM.png

  • When the customer's message simultaneously contains the keywords of two separate keyword auto-replies, the most frequently triggered reply takes precedence. When the trigger frequency of two keyword auto-replies is almost the same, it will randomly select one reply.

 

Once you are done, click Create.

In the auto-reply list, you can enable, edit, and delete each response individually.

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*Note: If customers' comments include product keywords and general comment keywords, the system will only send the keyword order message.

For example, if you enable keyword order message and general comment auto-reply:
- Product keyword: A1
- Keyword auto-reply: Shipping fee
1. Customers comment "I want A1, how much is the shipping fee?
the system will respond with the keyword order message.
2. Customers comment "how much is the shipping fee?",
the system will respond with the general comment auto-reply.

 

Supports editing general settings
You can preset Social Post Selling general settings for schedules, order rules, comments and private messages, and apply them when creating new Social Post Selling campaigns to save time and effort. For more information, please refer to this article.

 

2. Link Facebook Social Post Selling to Facebook Page post

i. Created Facebook Page post

Step 1. Scroll up to the "Connect post" section and click Connect post. Screen_Shot_2022-09-16_at_3.20.33_PM.png

 

Step 2. Select a published or scheduled post on the Facebook Page, then click Connect.

*Notes:

  • Facebook Social Post Selling do not support live posts.
  • Due to the limitation of Facebook API, when you select a scheduled post, you can only link to the scheduled post published through Facebook's classic version publishing tool. You can access the tool by going to https://www.facebook.com/{page}/publishing_tools. (Please remember to replace the {page} with your Page ID)

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a. Supports connecting to multiple posts

When connecting to a post, selecting multiple posts is supported. Customers can place orders by commenting keywords under all linked posts, and you can view a sales overview for all posts. 

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*Notes: 

  • Once successfully connected, you can still connect to a maximum of 20 posts.
  • The number of linked posts will be displayed in the Sales Events list. Screen_Shot_2022-09-16_at_3.57.11_PM.png

 

ii. Uncreated Facebook Page post

Step 1. In the Connect post section, click the Create Post button. 

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Step 2. Select the Facebook Page on which you would like to post, and enter the post content. 

*Note: When creating a post, if you decide to switch to another Facebook Page, the created content and images will be cleared. 

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Step 3. Select the scheduling options.

  • Publish now
  • Schedule post publish time: Set up the publish time on Facebook Page (30 minutes - 28 days later)
    You can set the publish time for your future Facebook Page post. 
    For example, if you create and schedule the post publish time to 2 days later,
    it will directly link the post to the Social Post Selling.
    When the post is published two days later,
    it will already be linked to the Social Post Selling.
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*Notes regarding Facebook Page post scheduling:

  • Currently, scheduling is only available for Facebook Page Social Post Selling, comment sales, and lucky draw.
  • When creating a post, once you select scheduled the publish time and insert the post content, changing it to "Publish now" will clear the inserted content.
  • Once you have created a scheduled post, it will display a "Scheduled publish time" under the connected post. Once published, it will be displayed as "Connect Time."
  • Disconnecting the scheduled post will not delete the post simultaneously. Please proceed to Facebook to delete it.
  • Click the "Preview" button on the right to edit or publish the scheduled post. However, due to the limitation of Facebook, you are unable to change the scheduled publish time while editing the post.
  • To change the scheduled publish time, you can use the Planner on Meta Business Suite. In the Social Post Selling settings page, you need to preview the post and then refresh the page. The new scheduled publish time will appear under the connected post.
  • If you are viewing the Social Post Selling settings page when the post is published, it will display the "Published" prompt.

 

Step 4. Enter the Social Post Selling content.

Click the 截圖 2023-11-21 下午2.28.18.png icon on the left to generate the content with "AI Smart Content". For more details, please refer to this article.

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Then, you can use multiple quick inputs to create your post quickly. 

  • Product information: You can choose to input the information of all the products sold in this Social Post Selling, or select one of them to input, and click Confirm after the selection is complete.
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  • Order rules: Click to input the order rules you have set.Screenshot 2023-11-29 at 3.30.25 PM.png

  • Custom content: 
    1. Click Create to enter the title and content.
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    2. Click on the custom content you have just created to input the content into the post. In the future, you can just click to apply directly, making it easier to create posts.
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Step 5. Click Add image to add images to the post. 

*Note: You can upload up to 20 images. Supported image formats include JPEG and PNG. The maximum file size for one image is 4 MB.

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During the editing process, you can preview on the right.

*Note: If there are more than 4 pictures in the post, the right preview screen will not display the images after the 4th one. Enlarging the images is not supported in the preview area.

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Step 6. Once completed, click the Create button on the bottom right to successfully create the post.

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The Facebook Page post will automatically link with the Social Post Selling.

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Successfully linked with Facebook post

Once the Facebook post is successfully linked, click the icon on the right to view the original post, preview post, create a new post, or connect to another existing post. 

*Note: If you have already enabled the Social Post Selling, connecting to a new post is supported but you cannot disconnect the post. 

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If you wish to adjust the Facebook post, you can also click the "Preview" icon and click Edit Post.

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Editing post content and images is supported, but not switching Facebook Pages. 

*Notes: 

  • If this post only contains 1 image, then adding and deleting an image will not be supported. 
  • If this post contains multiple images, please do not delete all images, it is suggested you keep at least 2 images to make sure the post can be edited normally in the future.

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3. Disconnecting Facebook Social Post Selling and Facebook Page post

If you have not enabled Social Post Selling, in the "Connect post" section, click the "..." icon to disconnect from the Facebook Page post. You can still reconnect after the disconnection.

*Note: You cannot disconnect the post once the Social Post Selling event is enabled.

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*Note: If this Social Post Selling ends, the end time will be shown. Also, this Facebook post can still connect with other Social Post Selling.

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4. Enable Facebook Social Post Selling

Click the Enable button at the top right of the page.

*Please double-check:

  1. The status of the linked Facebook post is published or scheduled (If it is a scheduled post, make sure that the Facebook Social Post Selling schedule corresponds to the Facebook post schedule time so that customers can place orders successfully when the post is published).
  2. The content of the Facebook post contains the description of product keywords. This can ensure that customers can view and place an order successfully.

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When this window appears, it means that the post for sale has been successfully created and the status will be updated to "Open".

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5. Facebook Social Post Selling comment management

Click the "Message Management" icon on the left side of the page to view customer comments and sales performance.

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A. Sales Overview

In the "Sales Overview" section, you can view the "Total Comment(s)", "Orders(s)", "Total Order Amount", "Unpaid" and "Unpaid Amount".

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B. Comment Management

In the "Comment Management" section, you can view all the comments, keyword order product(s), their current cart product(s), and created order(s).

*Note: If the customer left a comment after the Social Post Selling has ended, then this comment will not display in the Comment Management section.

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You can also filter out comments through the fields above.

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On the right side of each comment, there are three feature buttons:

  • Instant Chat: Send a message through FB Messenger to the customer
    *Note: According to Facebook's policy, if the customer does not interact with you through Facebook in the past 24 hours, you will not be able to message them again. 
  • Edit Cart: Edit the products in the customer's cart
  • Create Order: Directly create an order for the customer

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6. Copy, end or remove Facebook Social Post Selling

Click the drop-down menu next to the Enter button to select to copy, end or delete the Social Post Selling.

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Bulk copy/ remove Facebook Social Post Selling

Check the boxes to the left of the Facebook Social Post Selling (check the box on the top to select all), then click Copy or Delete to execute the action in bulk.

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*Notes:

  • If you remove a Social Post Selling that is still "Open", customers will still be able to place keyword orders by commenting on the post.
  • When you remove a Social Post Selling, a pop-up window will ask you to double confirm before proceeding. 

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  • The copied post will show on the top of the Social Post Selling list.
  • When you copy a Social Post Selling, the system will only copy the name, product, keyword, order placement rules, comment, and message setup, and scheduled time of the Social Post Selling. The Facebook link will not be included, so you will need to relink the Facebook post. 25.png

 

7. Customer's view after making comments to Facebook post

Customers place an order by leaving comments consisting of keyword + quantity to the Facebook post.

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Customers will also receive a Messenger message and can hit the Continue button to checkout.

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