Message Center

SHOPLINE's Message Center allows you to respond to customer messages and order messages, as well as access customer information. You can also add customer information, remarks, and tags.

*Note: The feature and UI would be different depending on the merchant's plan.

This article will cover the following:

• Introduction to Message Center
• Set up and manage customer profile
• Set up saved replies

 

1. Introduction to Message Center

SHOPLINE has added detailed category filters and customer information management features to manage both messages and customers' information efficiently. This article will mainly introduce the "Shop Message" tab. For more information on other features in the Message Center, please refer to the following articles:

• Instant Message Management and Manual Order
• Reply to Facebook Page Post Messages
• Message Center Interface (New)
• Message Center

 

i. "Shop Message" tab

Step1. Customers click the Message Shop button.

*Note: The "MESSAGE" button will appear on the categories/product details pages when a product is set as a hidden price product and/or when the product is still accepting orders when out of stock. 

 

Step 2. Customers can leave their email or mobile number and enter a message.

*Notes:

1. If the customer has not logged in as a member, they must leave their email address or contact number.
2. If the customer has logged in as an online store member, the system will automatically pull up the member's email and mobile number, no modification is possible.

*Reminder: You can go to the Admin > [Apps] > [Apps Store] to install the 
"Phone number on contact us popup" feature for free. 
Customers can leave their mobile numbers to receive messages.

 

Step 3. You can view messages in two ways:

• Go to SHOPLINE Admin > [Customer Management] > [Customers]. Click on the Message button next to the customer in the Customer List. The system will direct you to the Message Center.
  
  
• Go straight to [Social Commerce] > [Message Center] and click on the Shop Message tab.

 

ii. "Order Message" tab

When customers open the order confirmation page and leave a message on the "Shop and Customer Comments" section or upload a payment proof.

The message will appear in the [Shop Message] > [Order Message] tab.

 

iii. Message list

On the left, you can see the list of messages from the newest to the oldest. You can reply to the message by clicking on it.

 

iv. Filter messages

You could filter the messages based on four statuses: All, Unread, Read, and Follow-up.

You could also add additional filters to search for specific conversations quickly. For more information on filter conditions, please refer to this article.

 

v. Search messages

You can enter the customer information (name, mobile number, email) or chat record to search for the conversation quickly.

*Note: If the mobile number entered includes the country code, please separate the code from the mobile number with a symbol. For example, (886) 09xxx or 888-09xx.

 

You can also enter the order number to search for the order message.

 

vi. Follow-up and archive messages

You can find the "Archive" and "Follow-up" icons next to each message. You can mark important messages as follow-ups or archive completed messages.

*Note: If merchants or customers reply to the archived messages, the message will appear on the shop message list so that the admin can view and reply to the message.

 

Click the icon at the top right of the message list to display archived messages. You can unarchive messages here.

 

vii. Set the conversation as read or unread

Click the icon on the top, select the conversation, and set it as read or unread. 

 

viii. Emojis and upload images

Click on customers' messages and enter messages in the conversation box.

Besides text messages, you can also send saved replies, emojis, and images to customers. For more information on how to set saved replies, please refer to 3. Set up saved replies.

 

IX. [Coming Soon] Edit cart and Manual Order

a. Edit cart

Enter the conversation with the customer. Click the Cart button on the user profile section to edit the customer cart.

*Note: For more details on customer profile, please refer to 2. Set up and manage customer profiles.

 

You can perform the following actions:

• Click Select Product to add store products or gifts to the cart.
• Click Custom Product to add a customized product.
• Click the "trash" icon to delete selected products.
• Click the "-" or "+" icon to decrease or increase the product amount.
• Supports displaying product names, variations, prices, and amounts.

Upon completion, click Send shopping cart link. The shopping cart link will be sent to customers through a shop message or order message.

 

Customer's view:

Click on the link to open the cart page.

 

b. Manual Order

In the user profile section, click the "Manual Order" tab to edit the product, logistic & payment method, order label, order remarks, etc.

Upon completion, click Create Order.

 

Customer's view:

 

*Notes:

• The "Edit cart" and "Manual Order" feature in the Shop Message does not support the empty cart button.
• If your store enables the "Multi-Attribute Products Order Checkout", the "Manual Order" feature will not be supported.

 

2. Set up and manage customer profile

On the right side of the Message Center, you can see the customer's profile, including personal information, social accounts, tags, remarks, delivery address, and order history.

*Note: Administrators with access to "Send Message" could edit the information in this column. The customer profile is in sync with the membership details (except the remarks field). Please confirm with your customers before modifying the data.

 

Besides the customer's phone number and email, it will also display their gender, membership tier, and birthdate.

Click the  icon to proceed to the customer detail in the [Customer Management] > [Customers], or add the customer to the blacklist.

 

Click the Edit button to set the customer's gender and birthdate information.

*Notes: 

• Gender and birthday fields are optional. 
• If the customer's gender field is set as "Undisclosed", the gender icon next to their name will be hidden.
• If a customer's birthday is set, the system will display a relevant prompt on the day of the birthday.
  
  
  
  

3. Set up saved replies

You could set up saved replies based on frequently asked questions to reply to your customers more efficiently.

Click the Saved Reply button under the conversation box and click Add.

 

Enter the title and the content for the saved reply. Upon completion, click Save.

• When editing the text, you can insert the dynamic text of the customer's name to create a more personalized message.
• Insert pictures to make the reply content richer (supports up to 10 images).

*Notes: 

1. Title and content are required fields.
2. If there are multiple pictures in the saved reply for shop messages and order messages, the system currently only supports displaying the first picture.

 

Then, select the saved reply and it will apply the content of the saved reply in the conversation box. The dynamic text will be automatically replaced with the customer's name.

 

 

Read more

• Instant Message Management and Manual Order
• Reply to Facebook Page Post Messages
• Message Center Interface (New)
• Message Center