To enhance message reply efficiency and management, SHOPLINE’s Message Center enables integration with third-party messaging platforms like Facebook, Instagram, WhatsApp, and Telegram. This integration allows you to respond to customers’ messages easily across all connected channels within a centralized message reply panel, ensuring a superior customer experience.

In This Article

• Connecting to Third-party Messaging Channels
• Responding to Customers across Channels

Connecting to Third-party Messaging Channels

Different messaging platforms require different connection procedures. Choose the channel(s) you want to connect to the SHOPLINE Message Center and click the corresponding article for detailed steps:

• Facebook: Connecting Facebook Messenger to SHOPLINE
• Instagram: Connecting to Instagram Message 
• WhatsApp: Connecting to WhatsApp Business 
• Telegram: Connecting to Telegram Account

Responding to Customers across Channels

When customers come across your ads on social media or show interest in your store products by following your fan pages, they may reach out to you for inquiries via messages. If the messaging channel has been connected to SHOPLINE’s Message Center, you can receive and respond to their messages with the centralized message reply panel.

Follow the steps below to access the message reply panel and respond to messages:

1. From your SHOPLINE admin panel, go to Channels > Messages. Click View messages in the upper right corner.
   
   
   
2. Select the messaging channel from the left navigation menu. The following uses Facebook Messenger as an example.
   
   
   
3. In the message reply panel, click the message you want to reply to and start sending messages.
   
   
   
4. If you need to add or edit the customer’s profile information or create an order for the customer, use the panel on the right side of the message reply page.