Yes, you can set up automated replies and it’s a great feature! Especially if your marketing strategy relies heavily on communication on Facebook. Do you publish engaging posts and advertise on Facebook regularly? Then expect users to send you private messages and treat your business page on Facebook like Customer Help Desk.

Automated replies are messages sent automatically as your Page’s first response to new messages. They buy you time so that you can respond to the user when it is comfortable for you and think of a perfectly crafted answer. In the meantime, you leave the sender with a reply that makes him or her rest assured that his message was received and is being processed.

How to set up an auto-reply on Facebook Messenger?

  1. Go to your Business Facebook Page.
  2. Go to Inbox and then click on the tab in the left-hand column Automated Responses.
  3. Then in the second column on the left click Instant Reply and click on Edit.
  4. Here you can choose on what platform your instant replies will be sent – Facebook (as responses to comments) or Messenger (message replies). You can customize your message and add personalization – the first name of the recipient, last name of the recipient, the full name of the recipient, Facebook page link, or website link.
  5. Before you save your reply, check if it looks fine. You can do it on the mobile preview in the right-hand column, or click on Preview in the Messenger button above it.
  6. All set? Save it and your auto-reply is ready.

Remember that auto-replies aren’t included in your Page’s response rate or response time, so you can’t improve your score by setting them up. They also won’t be sent if your Page’s messaging status is set to Away.

For businesses with an especially heavy workload of messages and a limited number of Facebook moderators, it would be advisable to set up automated away messages. In this way, people who will visit your Page will see in the About section on the right that, for example, between 5 pm and 9 am your Business is ‘away’ and won’t respond to messages. Messages received when your Page is Away aren’t included in your Page’s response rate or response time.

How to set up an away message on Facebook Messenger?

  1. Go to your Business Facebook Page.
  2. Go to Inbox and then click on the tab in the left-hand column Automated Responses.
  3. Then in the second column on the left click Away Message and click on Edit.
  4. In the edit section, first select your time zone, time range and days of the week when your away message should be delivered.
  5. Then customize your message. Remember to add information about when you will be able to respond at your earliest convenience. You can also add personalization just like in the case of auto-replies.
  6. Then preview, double-check everything and save. Your Away Message is live!

Please note that neither away responses nor instant replies are included in your response rate or response time. To improve your moderation performance and never miss a message, check out Sotrender’s moderation.

Manage Facebook comments and messages in Sotrender

Read more about similar topics here:

What are the benefits of using a social media moderation tool to answer comments and messages on Facebook?

How can I organize my Facebook inbox better?

How can I easily switch between the Pages I moderate on Facebook?

Author

Iva Djukic

Junior Marketing Specialist

Graduated from University of Warsaw with a Master's degree in psychology. Can be found binge-watching Netflix, reading, or spending time on social media.