Entering the Page
From the left sidebar menu, select Promotion, then choose Live Customer Service. Once inside, the top displays: Live Customer Service Feature. The page shows the description: Allow your website to support different messaging apps for visitor inquiries.
Master Switch
At the top of the page is the Enable Contact Merchant Button toggle. When enabled, a floating contact button appears in the bottom right of the storefront; when customers click it, all enabled communication methods are revealed.
Available Communication Methods
Facebook Messenger
Enter your Facebook ID (e.g., shopage.org, no @ symbol needed); after clicking the contact button, customers are redirected to the Facebook Messenger app or web version
Facebook Chat Plugin
Enter the Asset ID obtained from Facebook; embeds the chat box directly on the storefront so customers don't need to leave the website
WhatsApp / WhatsApp Chat Plugin
WhatsApp number must include the country code (e.g., 85239745020); the Chat Plugin supports preset message content for easier follow-up routing
Telegram
Enter the Telegram username (e.g., shopage, no @ symbol needed)
Line
Enter the full Line link (e.g., http://line.me/ti/p/UgNrjOx46)
WeChat
Enter the shop owner's WeChat account
Phone Number
Enter the phone number; clicking it will automatically initiate a call
Email
Enter the email address; clicking it will automatically open the customer's email program with the recipient pre-filled
Facebook Messenger vs Chat Plugin
| Item | Facebook Messenger | Facebook Chat Plugin |
|---|---|---|
| Display Method | Redirects to the Facebook Messenger app or web version when clicked | Embeds the chat box directly on the storefront so customers don't need to leave the website |
| Setup Difficulty | Only requires a Facebook ID | Requires obtaining an Asset ID and completing setup on the Facebook side |
| Suitable Scenario | Simple promotion, directing customers to Facebook | Complete customer service experience, increasing real-time conversation rate |
WhatsApp vs WhatsApp Chat Plugin
| Item | WhatsApp Chat Plugin | |
|---|---|---|
| Display Method | Redirects to the WhatsApp app when clicked | Pops up a Welcome Chat dialog on the storefront |
| Preset Message Content | Not supported | Supports pre-filled message text |
| Suitable Scenario | Simple contact | Guide customers to start with a specific message for easier follow-up routing |
TipsEnable at least 1–2 communication methods, with Email as a backup. WhatsApp numbers must include the country code (e.g., 852 for Hong Kong). The WhatsApp Chat Plugin's preset message content can be used to mark ad sources (e.g., I saw this on an IG ad), helping shop owners track marketing effectiveness.
Still have questions? Contact us directly via WhatsApp 39745020If merchants have any questions while building their online store, feel free to contact SHOPAGE's professional website consultants anytime. We are happy to help. Thank you!