Frequently asked questions

How does the integration work? How do both tools connect?

Virtual Shopping has integrated with Meta's Messenger API to support chats being started by shoppers from Merchant's Facebook pages. Product experts can accept chats started by shoppers over Messenger in the same way that they would normally through Virtual Shopping.

Merchants can connect their Facebook page to Virtual Shopping by following the self activation steps via Settings outlined here.

Note: Before activating the integration, ensure the Admin user for the Facebook Page(s) you want to activate is logged in.

The Virtual Shopping App needs to be configured as a 'Primary Receiver' after installation from the Facebook page settings, this url below has more details on how this is done.

The Facebook Inbox should be set as secondary receiver so Customer Service teams can answer queries from the Inbox: https://developers.facebook.com/docs/messenger-platform/handover-protocol/assign-app-roles

How do Product Experts know if the chat they're serving is coming via Facebook?

Product experts can see if a shopper is chatting via Facebook through the Facebook icon displayed from the bottom sheet when a chat is first claimed and also from the reference 'via Facebook' in the top left corner of the chat under the shopper's name.

What happens with chats started by shoppers when Product Experts or retail teams are unavailable?

If a Product Expert is unavailable or stores are closed at the time a chat is started, Virtual Shopping creates an automatic lead chat. This chat can be answered the next time a Product Expert is available in the app. The shopper is also informed that the chat will be served when a Product Expert is next available.

If a Product Expert declines the request to chat with a shopper what happens to the chat created from the Facebook page?

If the initial Product Expert who collects the chat declines the chat, we automatically create a lead chat that can then be picked up by any Product Expert when they're next available.

Is there a charge for this integration?

No, this integration is free and can be switched on via your Account Settings

What product features are in or out of scope of this integration?

As with other Virtual Shopping chats started from your website, Product Experts can send text, photos, calendar invites and product cards to shoppers via Messenger chats.

At the current time our video calling and Contacts features are not available as part of this integration. The integration is only available in English and there's no ability to customize text strings.

Please be aware that chats with shoppers may take place over a longer timeframe as shoppers may leave Facebook and return to the page at a later point.

Does this integration work on Desktop and Mobile web?

Yes, the integration works on Desktop and Mobile web (wherever Messenger is supported).

How can we track sales from chats started via the Facebook integration?

As the original chat starts from the Facebook page, please be aware that Virtual Shopping can only start tracking Shopper Events and attributing against product purchases once shoppers follow a Product Card to a Merchant’s website where the conversation is then generated in line with the normal Virtual Shopping experience. If the shopper makes a purchase from your website the Product Expert will be credited with the sale in line with your usual sales attribution and we can report on this.

How can you determine a user’s location to route them to their closest Store?

Before a shopper's chat is served we actively ask them which country and postal code they would like their query to be routed to and then connect them to their nearest active Store for a Product Expert to respond to them.

What reporting will be available for this integration?

Reporting of chats generated via the Messenger integration can be seen from the 'Facebook Messenger Chats' column of the 'Data Export' report downloaded via Dashboard.

Please note, the number of chats in the 'Chats' column of the 'Data Export' report is the total number of Virtual Shopping chats generated and includes chats from the Messenger integration within that total.

Your Klarna Customer Success Manager will also have access to further reporting, which they can share with you, showing how many Shoppers selected to speak to a Product Expert or chose to be routed to Customer Services and the percentage of Messenger chats claimed.