Managing Facebook and Instagram Connections for Community Marketing

Community Marketing allows you to connect your Facebook Page and Instagram professional account to SHOPLINE, enabling you to manage customer conversations and social commerce interactions across Meta platforms.

After connecting your social accounts, you can receive Facebook Messenger and Instagram Direct messages in Message Center, use one-time notifications for SHOPLINE Live, and manage your connected accounts from a single page.

This guide explains how to access Community Marketing, connect your social accounts, and use the available features.

Accessing Community Marketing

To access the Community Marketing page:

1. From your SHOPLINE Admin, go to Channels > Facebook.

2. In the Community marketing section, click Setup.

   

You will be directed to the Community Marketing page, where you can manage your Facebook Page, Instagram account, and other community marketing features.

Prerequisites for Using Community Marketing

Before using Community Marketing, make sure that:

• You have connected your Meta business account to SHOPLINE.
• You have a Facebook Page.
• Your Facebook account has permission to manage the Facebook Page.
• If you want to connect Instagram, you have an Instagram professional account linked to your Facebook Page.

If you have not yet completed the Meta authorization process, refer to "Connecting Your Meta Business Account to SHOPLINE (MBE)."

Connecting Your Facebook Page

A connected Facebook Page is required before you can use Community Marketing features.

To connect a Facebook Page:

1. On the Community marketing page, locate the Fanpage section.

2. If no page is connected, click Link now.

   

3. Select the Facebook Page you want to connect, then click Confirm.

   

After the page is connected, the page name, Page ID, and connection status are displayed.

If the connection expires, click Link again to reconnect the page.

Connecting Your Instagram Account

After connecting your Facebook Page, you can connect your Instagram professional account.

To connect an Instagram account:

1. In the Instagram account section, click Link now.

   

2. Follow the on-screen instructions to authorize the account.
3. Return to SHOPLINE after authorization is complete.

After the connection is established, you can receive and reply to Instagram Direct messages through Message Center.

Using Community Marketing Features

After connecting your social accounts, you can use the following features.

One-time Notification

One-time Notification allows customers to opt in to receive a single Facebook Messenger notification after Meta's standard 24-hour messaging window has expired.

Once enabled, this feature can be used with SHOPLINE Live Shopping to send follow-up notifications to customers who have agreed to receive them.

For detailed setup instructions and usage information, refer to "Guiding Customers to Subscribe to One-time Notification."

Message Center

Message Center centralizes customer conversations from Facebook Messenger and Instagram Direct in a single workspace.

Using Message Center, you can:

• Reply to Facebook Messenger and Instagram Direct messages.
• Manage conversations from multiple channels in one place.
• Create manual orders while chatting with customers.

For detailed instructions on Facebook-related features, refer to the articles in the "Message Center" section.

Managing Connected Accounts

From the Community Marketing page, you can:

• View the connected Facebook Page.
• View the connected Instagram account.
• Reconnect expired Facebook Page authorizations.
• Connect or reconnect your Instagram account.

If an account becomes disconnected or the authorization expires, reconnect it before using Community Marketing features again.