Exporting Customer Message Reports from Livestreams – SHOPLINE Help Center

The SHOPLINE system records every message a customer leaves during a livestream. By exporting this message report, you can review common customer inquiries, analyze customer engagement, and uncover potential leads. This information is invaluable for refining your livestream sales strategies and enhancing the overall livestream sales process.

Exporting the Customer Message Report

The report will be exported and sent via email, and you can download it from your inbox. To ensure the receipt of the report, the person who performs this operation must have a valid email address registered in the admin.

To download the report:

After the livestream ends, go to the Message Management tab in the livestream studio, and click through Export > Customer message report in the upper right corner.
Upon confirmation, the system will automatically begin the export.
The report will be sent to your inbox when it’s ready. Login to your email account and download the report.

Understanding the Fields

The following is a list of fields in the report, along with their detailed descriptions. Please note that the livestream orders and the data within are aggregated in the Draft order section of the admin panel. Modifying or deleting data in the Draft order section may result in inaccurate data in the report exported from the livestream studio.

Field Name	Description
Livestream name	The name of the livestream you created.
Livestream channel	The live streaming channel you selected. The values are Facebook and Instagram.
Page number	The fan page ID linked in this livestream.
Page name	The name corresponding to the fan page ID.
User number	The ID of the user interacting with you on the social network platform.
User name	The name of the user interacting with you on the social network platform.
Telephone number	The phone number of the user interacting with you on the social network platform. The system prioritizes obtaining data based on the following order: The customer's registered phone number on SHOPLINE > the phone number of the customer's shipping address > AI-recognized phone number in the livestream messages > no phone number.
Message date	The date when the customer left the message in your livestream.
Message	The complete message that the customer left in your livestream.
Keyword	The keywords contained in the complete message that the customer left in your livestream. If multiple keywords are detected, each keyword occupies one row. If no keywords are detected, this field is left empty.
Number of keywords	The quantity of the product corresponding to the keyword that the customer intends to purchase.
Product name	The name of the product corresponding to the keyword in the customer’s message.
SKU name	The unique name of the product variant/SKU corresponding to the keyword in the customer’s message.
Selling price	The selling price of the product variant/SKU corresponding to the keyword in the customer’s message. It is the price at the time the product is added to the order. Adjusting the price doesn’t affect this data.
Orders added	The quantity of the product variant/SKU corresponding to the keyword that is actually added to the draft order. Modifying the order/draft order or shopping cart doesn’t affect this data.
Total price	The total amount, that is, the product's selling price multiplied by the quantity.
Payment status	The payment status of the draft order where the product variant/SKU corresponding to the keyword in the customer’s message is added. The statuses are Paid, Unpaid, Partially paid, Refunded, or Partially refunded. If multiple keywords are detected and they correspond to the same order, the payment statuses will be the same. Note: The payment status displays only when the products added by the customers in the livestream convert to orders. If you or the customers removed the keyword-generated products from the orders, the payment status of that product is empty.