Common Questions About Boxify FB Live

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What should I know before using Boxify FB Live?

Getting many orders is great — but unmanaged orders create confusion. Learn how to manage orders with Boxify FB Live.

Which account should I use to connect to Boxify?

Follow these three rules:

Use a permanent page admin account. If that admin is removed from the page, the system connection will stop.
Do not use the connected admin account to reply to customer comments. Too many similar comments in quick succession can trigger a Facebook ban.
Do not share the connected admin account. Facebook may prompt a password change when it detects logins from multiple devices, which will break the connection.

When does the system automatically send a message to my customer?

The system sends a message automatically in these three situations:

Order placed — when a customer successfully places an order.
Ready to ship — when you mark the order status as Ready to Ship.
Shipped — when you mark the order status as Shipped.

Why can’t I place an order by commenting on my own page?

The system does not capture orders if you comment as the Page. Switch to your personal profile before commenting.

I’m starting my first FB Live with Boxify. Any advice?

Relax and go at your usual pace. Read our tips for your first FB Live before you start.

How do I get a product sales record and total revenue?

Go to Order Items.
Click Add Filter.
Set a Created At start date and end date.
Click Export to Excel.
Use Excel’s SUM function to total the amounts.

I have 3 Facebook pages. Can I use Boxify for all of them?

Yes. Each page needs its own Boxify account — one page per system. Use an admin account that is not already connected to another page to set up each new page.

Can I connect two page admins to Boxify?

Yes, but the second admin will replace the authority of the first. Use only one connected admin at a time. That admin must be a permanent admin of the page.

Why didn’t my customer receive an order notification after commenting the keyword?

Check these possible reasons:

Stock is zero — the item has no remaining stock. Check your Keywords settings.
Keyword not active — you may have deactivated the keyword after a previous live. Re-activate it.
Customer has messaging disabled — they turned off messages from pages.
Customer deleted their comment — the order trigger is gone.
Wrong keyword format — the customer typed the keyword incorrectly.
Customer blocked your page — you cannot message them.
Facebook blocked your messaging permission — check Page Quality.
Customer has strict privacy settings — no pages can message them.
For more details, see the Facebook Messenger Platform policy.

My customers are waiting a long time to receive order notifications. Why?

Facebook limits how fast messages can be sent. This becomes noticeable when your sales volume is high.

My customer says the shopping cart won’t appear after several tries.

Allow a few seconds for the system to process the cart.

My customer deleted their comment and re-commented to cancel. What happens?

The system captures every comment that uses the correct keyword format. The new comment creates a new order — the deleted comment’s order remains in the system.

How do I format the delivery order so each item appears on its own line?

Use a comma (,) to separate each item in the product description. For example:

Set A, Japan Scallop 30/40 1kg, Crab Meat (400g) 2pkt, Sotong Flower 1kg

Each item separated by a comma will print on its own line when you generate the delivery order.