Sending Successful Order Messages

When customers place orders by leaving comments that match the specified keywords, a successful order message will be sent to them if all of their ordered products are successfully added to the order. Customers can then proceed to the order checkout page or shopping cart page to complete their purchase by following the instructions in the message. Learn how to set up the message in this article.

How It Works

When a customer comments during a livestream sale, the system identifies whether the comment matches any keywords you specified for the products in the livestream. If there is a match, it will determine the product(s) and their quantity based on the keyword rules you’ve configured.

The system is able to identify one or more keywords in a customer comment. If all the products in the customer’s comment are in stock, the system will compile a message based on the successful order message template you’ve configured and send it to the customer via Messenger.

Customers can then complete the purchase by following the instructions in the message.

Configuring the Successful Successful Order Message

The successful order message can be configured in three areas: In the Message template section of Live Shopping channel where you edit the message template, in the Information settings (optional) section when you create livestreams, or in the Settings tab of the livestream studio during livestreams.

The message you set in the Message template section will be used as the template for every new livestream you create. You can modify the content or configurations when creating livestreams and in the livestream studio during livestreaming as needed. Modifications can only be made while the livestream is in Preparation or Live status. It cannot be changed after the livestream ends.

Configuring the Template

Follow the steps below to configure the template:

1. From your SHOPLINE admin panel, go to Channels > Live Shopping. 
2. In the Live Shopping homepage, scroll down to the Settings section and click the Set button next to Message template.
   
3. On the Information templates page, go to the Post-order tab. This is where you customize the default template. Learn what each setting means in the following steps.
   
4. By default, the system automatically sends a message to customers via Messenger when they leave comments that match the keywords you specified. If you don’t want to do so, turn on the Don’t send during livestream toggle and specify the timing of sending the successful order message:
   • Automatically send 'Order added' message right when livestream ends:  The system will automatically send the message to customers right after the livestream ends based on your latest template. A notification will pop up in the livestream studio to let you know the result of message sending. See details below.
   • Manually send 'Order added' message after livestream ends: A reminder will pop up in the livestream studio to ask you to send the successful order message. Click Send to proceed right away, or click Cancel to send the message later from the Message Management tab of the livestream studio. See details below.
     
     
     

     Note: When Don’t send during livestream is enabled, customers will receive a system-generated message in their Messenger that the successful order message will be sent out after the livestream ends.

5. The successful order message is to guide customers through completing the purchase. Edit it in the Message body field based on your needs. Ensure the message aligns with the checkout mode of the livestream (Only draft mode or Only shopping cart mode). You can insert the following dynamic variables:
   • Product details of the order ({orderProductDetail}): The details of the products specified in the customer’s comments. Please note that all products that haven’t been added to the order or shopping card will be included in the message. For example, a customer may leave multiple comments in one livestream.
   • Total product value of the order ({orderAmount}): The subtotal of the products aforementioned. This is not the amount that customers pay at checkout. Discounts and offers will be applied during the checkout.
   • Checkout link ({cartLink}): The URL will be displayed in the message body. The link goes to the checkout page if your livestream is Only draft mode or goes to the shopping cart if it’s  Only shopping cart mode.
6. Customize the text on the CTA button.
   • Checkout CTA is for Only draft mode and opens the checkout page.
   • Shopping cart CTA is for Only shopping cart mode and opens the shopping cart.
7. If the customer hasn’t interacted with your Facebook Page for 7 days, you need to send them a pre-broadcast message to obtain their permission to receive your messages, including the successful order message. If allowed, you can send them messages for the next 24 hours. In this case, the system will send them the successful order message automatically according to your specified timing. Learn more.
   You can customize this pre-broadcast message to guide customers to approve your request. Click the blue Edit message under Before sending a note and make your edits.
   • You can insert the Checkout link ({cartLink}) dynamic variable. The URL will be displayed in the message body. The link goes to the checkout page if your livestream is Only draft mode or goes to the shopping cart if it’s  Only shopping cart mode.
   • Customize the text on the CTA button.
     

During the Creation of a Livestream

When creating a livestream, the successful order message inherits from the template you just configured. You can modify the content and configurations for the livestream based on your needs. Simply click and expand the Information settings (optional) section and go to the Post-order tab to set the message up.

In the Livestream Studio

Once the livestream is created, you can still make modifications as long as it is in Preparation or Live status. In the livestream studio, go to the Settings tab and do so in Add order settings > Post-order.

Note the following:

• You can turn on or off the Don’t send during livestream toggle only when the livestream is in Preparation status. The timing of sending the successful order message (Automatically send 'Order added' message right when livestream ends or Manually send 'Order added' message after livestream ends), on the other hand, can be changed when the livestream status is  Preparation or Live status.
• If you choose the Manually send 'Order added' message after livestream ends option, you can decide to send the successful order messages right away or later. If it’s the latter, go to the Message Management tab and select 'Order added' message from the Send the broadcast filter at the top of the message list when you are ready.

Additional Related Scenarios

When the system detects a product keyword in a customer comment, it determines the product(s) and quantity based on the keyword rules you’ve set. The products in a comment might be all in stock, partially in stock, or all out of stock. The successful order message is only applicable for the “all in stock” scenario. Detailed scenarios are explained as follows: