In a digital world where we all seem to be more available and some consumers expect a 24 hour service, it’s important to remember that we can’t all be on social media all of the time. Perhaps we are in meetings, dealing with clients or actually taking some time off. So if somebody sends a private message to your Facebook business page, how can you let them know that although you’re not available at the moment, their message is important to you and you will get back to them as soon as you can? The answer is to set up an Instant Reply on Facebook Messenger!
Instant Replies are messages sent automatically as your Page’s first response to new messages. For example, you can use your Instant Reply message to let customers know that you’ll get back to them soon or to thank them for contacting your Page.
To turn on Instant Replies for your Page:
- Click Settings at the top of your Page
- Click Messaging in the left column
- Below Send Instant Replies to anyone who messages your Page, click to select Yes
- To change your instant reply message, click Change, update the message and click Save
Note: Instant Replies aren’t sent when your Page’s messaging status is set to Away and aren’t included in your Page’s response rate or response time.
It’s a good idea to set an expectation of when you’ll be in touch e.g. “Thank you for your message, a member of our team will be in touch within 24 hours. Please note this inbox is not manned continuously after 6pm or at weekends.”
Who knows how important that message could be? – It might be a potential new client, it might be an urgent question. By setting the expectation of when you’ll be in touch, you are providing a professional and informative response. It’s OK to have the night off Facebook – Your Instant Reply has it covered and you can deal with the message at a time to suit you!