The CommentSold live shopping experience varies by app, webstore, Facebook, Instagram, and TikTok. Customers can view the currently featured product while live, access previously shown products on supported platforms, and interact with live comments based on where they are watching.
Use the table of contents below to navigate to specific sections of this article:
- How Customers View Products While Live
- Viewing Comments While Live
- Live on the Web
- Troubleshooting Errors
- FAQs
How Customers View Products While Live
The live shopping experience varies depending on how the customer is viewing.
In the App
| The overlay in the top of the App only displays the currently shown item and the Shop button displays items already shown. |
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On the Webstore
| The Showing Now window only displays the current item being shown item and the Recently Shown window displays items already shown. |
On Facebook
| The overlay only displays the item currently being shown. |
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On Instagram
| The overlay only displays the item currently being shown. |
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On TikTok
| Customers only see the item currently being shown. |
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Viewing Comments While Live
Customers can see comments made by the you in the live overview chat window. But customers cannot see comments from other customers in some instances.
Website
Viewers can see comments from other viewers via the website, Facebook and the App.
App
Viewers can only see comments from other viewers made via the App.
Viewers can only see comments from other viewers made via Facebook, and only on the page they are watching from.
Viewers can only see comments from other viewers made via Instagram.
Please note, after a live is complete, all records of the App and Webstore comments will be lost.
Live on the Web
When customers land on the website and a live sale is in progress, they are instantly taken to the Live on the Web page.
They can click the close button in the top right of the page to close out that window and they’ll immediately see the home page.
If they leave the website and come back to it during the same live sale, they will not immediately see the Live on the Web page since they have chosen to close it.
They can find it again by clicking the live banner at the top of the website.
Troubleshooting Errors
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Here are some common errors and their resolutions: Errors: Customer not seeing all products in the live on the app This may be expected behavior. When the user joins they will get the most recent 30 products in the live. As long as they stay in the live they will see every new item that is added to the live. If they leave and return they will be reset to the most recent 30 products. Errors:Customer cannot comment on live sales from iPad Users with iPad OS18 and higher may experience this if they have Apple Intelligence turned on.
To turn off Apple Intelligence on the device:
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FAQs
How do customers view products during a live sale?
Customers see products differently depending on the platform they use to watch your live sale.
- App: The overlay displays the currently shown item. The Shop button displays items that were already shown.
- Webstore: The Showing Now window displays the current item, while Recently Shown displays previously shown items.
- Facebook: The overlay displays the item currently being shown.
- Instagram: The overlay displays the item currently being shown.
- TikTok: Customers see the item currently being shown.
Can customers view previously shown products?
It depends on the platform.
Customers using the app can select the Shop button to view items already shown. On the webstore, the Recently Shown window displays previously shown items.
Facebook, Instagram, and TikTok only display the item currently being shown.
How do customers view the current product on the webstore?
The Showing Now window displays the product currently being featured during the live sale.
Previously shown products appear in the Recently Shown window.
What comments can customers see during a live sale?
Comment visibility depends on where the customer is watching.
- Website: Viewers can see comments from other viewers made through the website, Facebook, and the app.
- App: Viewers can see comments from other viewers made through the app.
- Facebook: Viewers can see comments from other viewers made through Facebook on the page they are watching.
- Instagram: Viewers can see comments from other viewers made through Instagram.
Customers can also see comments made by you in the live overview chat window.
Can customers see comments from other platforms?
Only in certain cases.
Website viewers can see comments from the website, Facebook, and app. Viewers on the app, Facebook, and Instagram have more limited comment visibility based on the platform they are using.
Are app and webstore comments saved after a live sale ends?
No. Records of app and webstore comments are lost after the live sale is complete.
What happens when customers visit the webstore while a live sale is in progress?
When customers first visit your webstore while a live sale is in progress, they are automatically taken to the Live on the Web page.
Can customers close the Live on the Web page?
Yes. Customers can select the close button in the top-right corner to leave the Live on the Web page and return to the home page.
How can customers return to the live after closing it?
If customers close the Live on the Web page and return to the website during the same live sale, they are not automatically taken back to the live.
They can select the live banner at the top of the website to return to the live sale.