Do customers often leave Facebook comments asking about the price or their order? Or do they often leave messages hoping you could directly message them on how to place an order? If so, don't miss out on SHOPLINE's Reply to Facebook Page Post Messages feature. You don't need to open Facebook and copy/paste endless replies!
In Message Center, you can view every post's comments and identify members' comments at a glance. You can also reply to potential customers efficiently with saved replies so you don't miss out on any conversions.
*Please note that the interface might differ based on your subscription plan.
This article will cover the following:
1. Connect to Facebook Page
In the SHOPLINE Admin, go to [Channel Integration] > [Facebook], and click the Start setting button under the "Facebook Community Sales" section. For more details, please refer to this article.
2. Post message interface
Once you have connected to the Facebook Page, go to [Social Commerce] > [Message Center], and select the "Post Message" tab. The Post Message interface is divided into three sections:
i. Post list
Display all posts on the Facebook Page, including live posts. The deleted post will not be displayed here.
B. Post comment
Select any post from the left list. All post comments, including hidden comments, will be displayed in the middle. Deleted messages will not be displayed.
- You can Message, Like, and Reply to individual comments
- Click the "edit" button next to the comment to Delete or Hide comment.
*Note: The hidden comments will be grayed out.
C. User profile
Click on the post comment, and the user profile (membership tiers, tags, etc.) will be displayed on the right page.
Click + click to add customer tag to build the customer profile for future remarketing purposes.
3. Reply to post comment
Before replying to post messages, you can assign the conversation to a staff member. Click the "Unassigned" drop-down menu on the top right to assign the conversation. Staff members who are not assigned to the conversation will be unable to engage with the post message.
*Note: If the post status is "Unassigned", staff members with the post message permission can directly reply to the comment. After replying, the "Unassigned" status will be assigned to that respective staff member.
On the post list to the left, you can filter the posts by:
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Filter by the assigned subject. For example, you can select "Assigned to SHOPLINE", and the post messages assigned to SHOPLINE will be displayed on the list.
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Filter by the read status. You can also mark all messages as read.
Scenario 1. Reply to comment
Reply to customer comments with text, Saved Reply, Emoji, and Image.
*Note: Click Reply under the post comment. The system will automatically tag the customer in the comment sections.
Scenario 2. Send private message
Click Message under the post comment, and it will display the conversation with the customer's Messenger on the right menu. You can directly message the customer from here.
4. Note
- According to the new Facebook Messenger Policy, since 2020/3/4, if a user has not interacted with your store via Facebook within the past 24 hours, you cannot send system messages to the user. If you have not interacted within 7 days, you will be unable to send private message to the customer.
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