Setting Up Live Shopping on SHOPLINE

Live shopping has emerged as a popular and essential sales channel, providing customers with an engaging and interactive shopping experience. SHOPLINE offers a native Live Shopping sales channel that can be integrated with Facebook and Instagram with just one click. Simply specify keywords for products in your SHOPLINE admin panel, and the system will automatically send the checkout link to customers who leave comments in your Facebook or Instagram livestreams that match those keywords.

Adding the Live Shopping Channel

You need to enable the Live Shopping channel before you can sell products through livestreams.

1. From your SHOPLINE admin panel, click Channels or the plus sign (+) next to it in the left pane.

2. In the Add sales channel pop-up window, find Live Shopping and click the plus sign (+) to add this sales channel.

Integrating with Facebook and Instagram

You need to integrate with Facebook and Instagram before you can create a livestream. Let’s take Facebook as an example.

1. Go to the Facebook sales channel, and click Setup in the Community marketing section.
   

2. Click Link now in the Facebook Fanpage Account section to complete integration with Facebook. Click Link now in the Instagram account section to complete integration with Instagram.

3. After the integration is complete, the integrated account will be displayed in the corresponding section.
   

Creating Livestreams

1. Go to the Live Shopping channel and click Get started in the upper-right corner.

2. The Create livestream pop-up window opens. Choose a channel from the available options. Let’s take Facebook for example. Click Confirm to proceed. You will see the Connect with Facebook or Connect with Instagram button if you haven’t completed the integration with Facebook and Instagram, respectively.

   

3. Configure your livestream, including Stream name, Basic settings, and Information settings (optional). Once finished, click Create to initiate the livestream. Below, we are going to show you how to configure these settings.

   

Basic settings

Order settings

It indicates your expected settlement mode. You can choose Only draft order or Only shopping cart.

In the Only draft order mode, the product in the customer's comment is added to the draft order for quick checkout. In the Only shopping cart mode, the product in the customer's comment is added to the shopping cart, and the customer can check out the product with other products from the store.

• The Only draft order mode:
  • Reserved products: When this setting is turned on, you need to set the end time for reserving the products. When the customer leaves comments to place an order, the product will be reserved until the specified time.
  • Combine orders from multiple stream studios:When this setting is turned on, if the customer leaves comments in one or more of your livestreams, these products will be combined to the same draft order ID. When the draft order ID is paid and converted into an order, all livestreams with this setting enabled will generate the draft order again and complete subsequent product additions.
  • Customer can edit product quantity in the checkout page: When this setting is turned on, customer can adjust product quantity at checkout page.

    Note: Customers may go over any maximum purchase quantities you might have set.

  • Scheduled order: When this setting is turned on, if customers complete the checkout process, the system will reserve product inventory until a specific cutoff time before generating the order, so all products ordered before that time will be combined into the same order.

• The Only shopping cart mode:

  
  

  • Reserved products: When this setting is turned on, you need to set the end time for reserving the products. When the customer leaves comments to place an order, the product will be reserved until the specified time.

Keyword Rule

Keywords are at the core of how live shopping works. When customers leave comments in your livestreams that match the specified keywords, the system creates orders and sends the checkout link to customers for purchase.

First, specify how you want your customers to leave keywords in their comments in Ordering by in-message keywords. There are 3 keyword formats:

• [keyword] and/or [keyword + quantity]: Let’s say the keyword is A1, then when you select this format, comments such as "I want to buy A1" or "I want to buy A1 +5" are both identified. The system knows that the quantity as "1" for the first comment and "5" for the second comment

• [keyword] or [keyword + quantity] only: When you select this format, customers need to leave the exact comments as “A1” or “A1 +5.” If the comments include any other text, the identification fails.

• [keyword + quantity] only: When you select this format, customers need to specify both the keyword and quantity in their comments, such as “A1 +5,” or the identification fails.
  Next, specify how many of a product will be added to the order in Keyword and order quantity. There are 2 quantity options:

Next,  specify how many of a product will be added to the order in Keyword and order quantity. There are 2 quantity options:

• If you select Cumulative, then when the customer leaves multiple comments containing the same keyword on a livestream, the sum of the quantities in the comments will be the final quantity.

• If you select Latest comment, then when the customer leaves multiple comments containing the same keyword on a livestream, the quantity from the last comment will be the final quantity.

Finally, specify how you want the keywords to take effect before and after the livestream in Keyword status.

• Before live:

  • Auto-validate all keywords: The keyword status is Enabled by default when all products are added to the livestream.

  • Validate keywords manually: The keyword status is Disabled  by default when all products are added to the livestream.

• After live:

  • Keep keywords available and open for adjustment: When the livestream ends, the status of all keywords remains the same. For example, if keywords were enabled when the livestream went live, they are still enabled after the livestream. You can choose to manually disable them.

  • Turn off all keywords but open for adjustment: When the livestream is ended, the status of all keywords is changed to Disabled. You can choose to manually enable them.

Hide customer comment 

Comments of all customers are displayed in your livestream, and any customers can view the comments. You can choose whether to hide livestream comments by enabling the Hide comments of livestream setting. If you turn it on, you will be asked to configure Hide channels and Hide comments.

• Hide channels:
  • Hide comments of all fan pages: The system will hide comments for all fan pages that your livestream is synchronized to.
  • Hide comments of specific fan page: Only comments from the specified fan pages are hidden.
• Hide comments:
  • Hide all comments: All comments from customers are hidden.
  • Hide comments with phone number: Only customer comments containing phone numbers will be hidden.

Information settings (optional)

Welcome

The welcome message is displayed when a customer enters the livestream.

• Turn on welcome message: Enable this option to guide customers via messenger or send private messages after authorization.
• When to send: The welcome message is triggered after the customer makes their first in-livestream comment. If the comment contains keywords, it will be prioritized.
• Message body: Customize the message content that customers will receive when the welcome message is sent.
• Button name: Define the text displayed on the button that customers can click to take action.

Post Order

The system sends the order checkout information to customers when their comments match keywords. The customer can complete the checkout through this message.

• Don't send during livestream: After activation, be sure to set up the subsequent sending rules. Otherwise, your customers won’t be able to complete the checkout.

  • Automatically send 'Order added' message right when livestream ends
  • Manually send 'Order added' message after livestream ends: After the live broadcast, you need to manually send the order addition success message in Comment Management - Broadcast Message.
  • Do not reply the comment of "Order added successfully" in the live post.
• Message body: This section contains the confirmation message sent to customers after they successfully place an order. You can customize the message to include product details and total order amount using dynamic fields such as {products} and {total}.
• Insert active text: Use these options to dynamically insert order-related information, including product details, total value, and a checkout link.
• Checkout CTA: Define the call-to-action button text that directs customers to complete the checkout process.
• Before sending a note: If the merchant’s Facebook page has had no interactions with the customer in the past seven days, the system will prompt the merchant to ask for permission before sending checkout-related messages.
• Edit message: Modify the message content that appears when customers place an additional order. This message can include a call-to-action directing them to review order details.
• Button name: Customize the text displayed on the button that customers click to proceed with the next action.

Details on add order failure

Failed order messages are sent to your customers if none of their ordered products is successfully added to the order. For more information, refer to Sending Failed Order Messages.

• Details on failure to enable add order: When an order cannot be added due to the product being 'Deleted,' 'No inventory,' or 'Delisted,' customers will receive a notification message informing them of the failure.
• Write your out-of-stock message: This section allows customization of the message sent to customers when a product cannot be added to their order. The message can include dynamic fields such as {failedToAddOrder} for the failure reason and {failProductDetail} for specific product details.
• Insert active text: Use these options to dynamically insert relevant order failure information, including the reason for failure and the specific product that could not be added.
• If you need to send customers arrival notifications, turn on the toggle switch below: turn on Subscribe to arrival notifications, you can guide customers to subscribe to arrival notifications by displaying the 'Failed to add to cart' message with a button.

• • Failed to add to cart' button: Displays a button in the message when a product cannot be added to the cart, allowing customers to subscribe for restock notifications.
  • Subscribe to arrival notifications: Customers must click the 'Notify Me' button to subscribe for restock notifications. You can customize the Message content to personalize the subscription request and set a custom Button name for the action.
  • Send arrival message: When the product is restocked, an automated message is sent to subscribed customers. You can edit the Message content to provide details about the restocked item and customize the Button name to direct customers to the livestream or product pageㄡ.

Checkout reminder setting

• Send checkout reminder messages: If a customer adds a product to their cart but does not complete the checkout process, the system will automatically send them a reminder message.
• When to send: Set the specific date and time for when the reminder message should be sent to customers who have not completed their purchase.
• Message body: Customize the reminder message that will be sent to customers. This message can include details about their incomplete order and encourage them to proceed with checkout.
• Insert active text: Use dynamic fields like the Checkout link to direct customers to their cart and complete the order.
• Button name: Define the call-to-action button text that customers will click to proceed to checkout. This button will redirect them to finalize their purchase.

After you’ve configured all the settings for your livestream, click Create. Then, refer to this Help Center guide to learn how to add products to your livestream and start selling to your audience in real time.