Setting Up Instant Replies on Facebook Messenger
Social media is as much a customer service tool as it is a marketing tool. And nowadays, those are one-in-the-same. Consumers contact brands through Facebook and Twitter, expecting a near instant response. In fact, 49% people expect a response within 5 min – 1 hour and 25% expect a response the same day. With this fast-moving environment, it can seem impossible to keep tabs on your Facebook Page that regularly, as well as handling all other aspects of your business.
Luckily, Facebook has a handy Instant Replies tool for Facebook Messenger to help you with this. The great thing about this is it let’s people know you care and will get back to them, as well as showcase on your Facebook Page that you respond quickly:
Here’s how to set up your Instant Replies:
To turn on Instant Replies for your Page:
- Click Settings at the top of your Page.
- Click Messaging in the left column.
- Below Response Assistant, click to select On next to Send Instant Replies to anyone who messages your Page. To change your instant reply message, click Change, update the message and click Save.
- You can also set hours that you are away from your Page. Click On for Stay responsive when you don’t have access to your computer or phone. To change your instant reply message, click Change, update the message and click Save.
TOP TIP: For the message when you’re set to ‘away’, be sure to include your phone number in the message. See the example below:
“Hi Jenny, thanks for your message. We are not here right now, but we'll get back to you soon! If we don't respond within the day we may have missed the notification so please call our office at 918-420-9529.”
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