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.
⚠️ Note: This article covers part 1 of the "Social Post Selling". For the next part of the setup, please refer to Facebook Social Post Selling (2/3) and Facebook Social Post Selling | Social Commerce (3/3).
This article will cover the following:
1. Add a Facebook Social Post Selling
Step 1
In the SHOPLINE Admin, go to [Social Commerce] > [Social Post Selling], then click the Add New Sales Event button.
Select "Facebook Page" and click Add.
Step 2
Enter the name of the Facebook Social Post Selling event. Click Add to complete.
*Note: This name is for internal management use only.
Step 3
Click Select Product or Add Products to add to your Facebook Social Post Selling.
i. Select Product
Click the Select Product 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 Step 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- Hidden price products and unpublished products cannot be selected.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 social post selling.
If the product has multiple variants, you can enter a uniform prefix in the "Custom prefix" field, and the system will automatically apply the variant name as the keyword suffix.
Upon completion, click Save.
*Notes:
- If you are adding multiple products to the livestream and entering a custom prefix for a specific product with multiple variants, the system will automatically apply the keyword only for that product. You will need to set up the keywords for other products individually.
- You can also manually set up keywords for each variant.
ii. 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.
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: The quick import currently does not support importing product variants.
- The system presets two variations: color, and size. You can also customize the variation name.
- 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.
Next, enter the product keywords. You can click the "lightning" icon on the right to quickly apply keywords.
You can enter a uniform prefix in the "Custom prefix" field, and the system will automatically apply the variant name as the keyword suffix.
Next, enter the price and quantity. Click Continue to complete.
- If the prices of all variants are similar, you can enter the price in the "Same price" field. Similarly, you can also enter the quantity in the "Same quantity" field.
- Please leave the quantity field blank for all product variants to set the quantity as unlimited. If one of the product variants has a set quantity, the other variants will also need to be set with a quantity.
Supports editing header
Click the Edit header on the right of the "Create product" pop-up window to select whether to display the "Image", "Product SKU" and "Variant" fields.
Uncheck to stop displaying a field.
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.
Synchronize the 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.
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.
Once the Social Post Selling ends, a prompt will appear indicating "the stop time will be synchronized to the scheduled end time".
2. Commodity Order Rules
A. Keyword order rules: Click Edit to set the keyword ordering rules.
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)
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.
3. Comments and Message Setting
A. Keyword Order Message Settings
Click Order message settings to edit the comments and message content.
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.
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.
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.
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.
Click Add auto-reply.
Enter the auto-reply name. This name is for internal management use only.
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?
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?"
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.
Next, select if you want to reply by comment or by private message. You can enable both options and customize the reply content.
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.
Click the icon on the left to generate the reply messages with "AI Smart Content". For more details, please refer to this article.
*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.
- 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.
*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.
2. General settings for Social Post Selling
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.
Read more
- Facebook Live | Integrating Facebook Live and Setting
- Facebook Live | Performance Dashboard & Comment Management
- Facebook Live | Comments Management
- Facebook Social Post Selling | Social Commerce (2/3)
- Facebook Social Post Selling | Social Commerce (3/3)
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