How to Set Auto Reply in Facebook Page Messenger for Better Customer Service

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Consider this: You crafted the perfect post for your business's Facebook page. Then, as soon as you publish it, the notifications start piling up. Only, instead of comments and likes from your followers, you see dozens of messages. Yikes! What happened? Your latest post triggered an automated response for your page’s Messenger. Before you panic, take a breath. You can set auto-replies in Messenger to help your business manage social media interaction, especially after publishing a post. This blog will help you get started.

Brandwise's social media engagement software can help you level up your Messenger auto-replies with engaging templates, improving customer service and enhancing your business's online reputation.

Why Auto Replies Are Important for Customer Service

How to Set Auto Reply in Facebook Page Messenger

Experience Elevation: Enhanced Customer Interactions with Auto Replies

Auto-replies create a smooth online experience for customers. They instantly acknowledge customer inquiries, making shoppers feel valued and reducing anxiety. According to research from Zendesk, 75% of customers expect a response from brands within five minutes of initiating contact online. Auto-replies help meet this expectation to create a positive first impression that can lead to improved customer satisfaction.

Fast auto-replies also enhance brand reliability. When customers know that a business responds quickly, they’re more likely to trust and view the organization as reliable. These messages can be customized to thank the customer for informing them that their query is being processed, setting the tone for a professional and courteous interaction. For example, a message like, “Thank you for your message! We’ve received your query and will get back to you within 24 hours,” immediately communicates attentiveness and professionalism.

Time Savers: Auto Replies Cut Customer Response Times

Auto-replies can quickly address common customer queries such as business hours, shipping details, or return policies, which saves time for both the customer and the business. By automating responses to frequently asked questions, companies can reduce the workload for customer service representatives. According to a study by McKinsey, companies that use automated responses effectively can handle up to 30% of customer queries without human intervention. This automation allows service agents to focus on more complex, high-priority cases that require a personalized touch.

During peak times, businesses often experience a surge in customer inquiries. Auto-replies can help manage this influx by immediately acknowledging every incoming message, which reduces the pressure on support teams and minimizes the likelihood of missed inquiries. This time-saving feature benefits small businesses with limited customer service resources.

Clear Expectations: Communicating with Customers Using Auto Replies

Auto-replies help set clear expectations by letting customers know when they will receive a detailed response. This ensures that customers are not left wondering if their message has been lost or ignored. Providing information like the typical response time (e.g., "We aim to respond within 24 hours") can help customers plan accordingly and feel more patient while waiting for a follow-up. According to research by Forrester, 66% of adults feel that valuing their time is the most important thing a company can do to provide good online service. Auto-replies are an effective way to demonstrate this.

Auto-replies can also guide customers to other helpful resources, such as FAQs, order tracking links, or customer support lines. For instance, an e-commerce business might set up an auto-reply that includes a link to a self-service tracking page so customers can check the status of their orders without needing to wait for a human representative. This sets expectations and allows customers to resolve their issues independently.

Example: Using Auto-Replies to Improve Efficiency

Scenario

An online clothing store receives many inquiries about order status, return policies, and sizing information. To handle these common queries efficiently, the store sets up auto-replies that provide customers with links to relevant FAQ sections, a step-by-step guide on how to track their orders, and information about their return policy.

Outcome

By guiding customers toward self-help resources, the store reduces the repetitive queries that customer service agents need to handle. This frees up agents to focus on more complicated requests, improving the overall efficiency of the customer service team. As a result, the store reports a 20% increase in customer satisfaction and a 15% reduction in response time, demonstrating auto-replies effectiveness in improving operational efficiency.

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Step-by-Step Guide to Setting Up Auto Reply on Facebook Messenger

Get in the Right Place: Access Your Facebook Page Settings

To set up auto-replies on Facebook Messenger, first, you need to navigate to the right settings on your Facebook business page. Here’s how:

Click on "Settings," located in the top-right corner of your page.

From the left-hand menu, select "Messaging."

Tip

Make sure you have admin access to the page. Only admins can set up or edit auto-replies. If you’re not an admin, request the appropriate permissions from the page owner.

Turn on Instant Replies to Acknowledge Messages Right Away

Instant replies are automated messages that let customers know their inquiries have been received. Follow these steps to turn them on:

Scroll down to the “Response Assistant” section.

Toggle on the “Instant Replies” option.

Write a custom message that will be sent automatically to everyone who messages your page.

Click “Save” to activate the instant reply settings.

Example

“Thank you for reaching out to us! We’ve received your message and will respond within the next 24 hours.”

Tip

Keep your instant reply short and polite, and let customers know when they can expect a response. If necessary, you can also include links to your website or FAQs.

Customize Away Messages to Manage Expectations Outside Business Hours

While instant replies are great for acknowledging messages, they don’t help customers understand when to expect a detailed response outside business hours. This is where away messages come in. Follow these steps to customize them:

In the “Response Assistant,” toggle on the “Away Message” feature.

Write a message that will be sent to customers when your business needs to actively monitor the page, such as after business hours or during weekends.

You can schedule when the away message should be active. You can set specific hours or days when this message will automatically be sent.

Click “Save.”

Example

“Our office is currently closed, but we’ll be back at 9 AM. In the meantime, feel free to check our FAQ page or contact us at support@example.com for urgent issues.”

Tip

Ensure your away message includes helpful information, such as business hours, alternative contact details, or links to shared resources that can help the customer even when unavailable.

Create FAQs to Address Common Inquiries Automatically

Auto replies aren’t just for instant replies and away messages. You can also set up automated responses for Frequently Asked Questions (FAQs) to address common customer inquiries automatically. This reduces response times and helps customers get the information they need immediately. Here’s how to set them up:

Scroll to the “Automated Responses” section.

Choose “Set Up” under FAQs.

Add common questions that customers frequently ask, such as “What are your store hours?” or “How can I track my order?”

Draft appropriate responses for each question. These responses will be triggered when a customer selects or asks a related query.

Save the settings once you’ve entered all the questions and answers.

Example

Q: “How can I track my order?” A: “You can track your order by visiting this link and entering your tracking ID.”

Tip

Review and update the FAQ responses regularly based on customer feedback to ensure they remain accurate and helpful. Include links, images, or even emojis to make the responses more engaging.

Test the Auto-Reply Setup to Ensure It Works Properly

Before you finish, send a test message to your business page to verify that the auto-reply settings work correctly. Here’s how:

Send a message to your business page from a different Facebook account.

Check that the instant reply, away message, and FAQs work correctly.

Make sure the messages are being triggered as per the schedule.

Ensure there are no delays or technical glitches.

Tip

Testing on desktop and mobile devices is a good idea to ensure a smooth user experience across different platforms. Ask team members to send test queries to confirm the auto-reply settings are reliable.

Example Scenario

Consider a customer who sends a message to your Facebook page at 8 PM on a Friday. Your auto-reply instantly acknowledges the query:

“Thank you for reaching out! We are out of the office but will respond on Monday. In the meantime, please check our FAQ page here or reach us at support@example.com if your matter is urgent.” This lets customers know when to expect a detailed response and guides them toward resources that might resolve their issue immediately.

Best Practices for Setting Up Auto-Replies

1. Keep It Concise and Friendly

When drafting auto-replies, the goal is to provide clear and straightforward information without overwhelming the recipient. Customers appreciate short, friendly, and polite messages that quickly address their queries or acknowledge receipt of their message. Avoid lengthy explanations and complex language.

Practical Tips

Start with a friendly greeting: To make the message more welcoming, begin with phrases like "Hi there!" or "Hello!"

Stick to short sentences: Aim for 1-3 sentences that cover the basics—acknowledgment, a brief note about what will happen next, and any essential information.

Avoid technical jargon: Use simple language to ensure your message is easily understood.

Example

"Hello! Thank you for reaching out. We have received your message and will respond within 24 hours. For urgent queries, please visit our Help Center here."

Why It Works

This approach reassures the customer that their message has been acknowledged while also providing an option for immediate assistance. It is friendly, short, and to the point—perfect for an automated reply.

2. Provide Useful Links

Including links in your auto-reply can direct customers to self-service resources, such as your FAQ page, order tracking system, or help center. This allows customers to resolve their issues without waiting for a response, which can be especially useful during non-working hours.

Practical Tips

Link to FAQs: If customers have common queries, add a link to your FAQ page where they can find answers.

Order tracking and support: Provide links for customers to track orders or contact support directly.

Ensure links are clear and relevant: Don't overload the message with multiple links—stick to the most useful ones.

Example

"Hi! Thanks for your message. We’ll respond within 24 hours. In the meantime, you can track your order here or check out our FAQs for quick answers."

Why It Works

By guiding customers to helpful resources, businesses can reduce the number of follow-up inquiries, save time for their support team, and improve the overall customer experience.

3. Include Estimated Response Times

Letting customers know when they can expect a response helps manage their expectations. Customers might become frustrated if they don’t receive this information quickly. Providing an estimated timeframe builds trust and reassures customers that their issue is being handled.

Practical Tips

Be realistic: Make sure the estimated response times are achievable based on your team's capacity. Over-promising and under-delivering will only lead to customer dissatisfaction.

Specify business hours: If applicable, mention your operating hours and when customers can expect responses.

Example

"Hello! Thank you for your message. Our team is currently out of the office, but we’ll respond by 9 AM on the next business day. For immediate assistance, please visit our support page here."

Why It Works

Knowing when they’ll receive a response allows customers to plan accordingly and prevents frustration. It also gives the impression of professionalism and reliability.

4. Customize Based on the Audience

One-size-fits-all messages might only sometimes be the best approach. Customizing auto-replies based on the inquiry type or customer segment can make them feel more personalized and relevant. This could mean tailoring messages for new customers, VIP clients, or even those inquiring about specific products or services.

Practical Tips

Use segmentation: Identify different customer types or reasons for contact and customize replies accordingly. For example, a new customer might receive a welcome message, while a regular client gets a more familiar reply.

A/B test different replies: Experiment with various messages to see which generates the best engagement or satisfaction rates.

Personalize with names: Auto-fill the customer's name to make the reply more personal.

Example

For New Customers: "Welcome! Thanks for reaching out. We’re excited to help you and will reply within 24 hours. Check out our FAQ here to get started!"

For Existing Customers: "Hi [Name], thanks for getting in touch! We’ll get back to you soon. Meanwhile, you can track your recent order here."

Why It Works

Personalization makes customers feel valued and acknowledged. Tailored responses show that the business understands their needs and is prepared to assist them effectively.

5. Update Regularly

Regularly reviewing and updating your auto-replies is essential to ensure the information remains accurate and relevant. If business hours change or new support options become available, your auto-replies should reflect these updates to prevent confusion.

Practical Tips

Regular audits: Set a schedule (e.g., monthly or quarterly) to review and refresh your auto-reply content.

Monitor customer feedback: Track responses to identify any issues or confusion related to auto-replies and adjust accordingly.

Adapt to changing needs: Promptly update links, phone numbers, and other details when they change.

Example

"Hi! We’ve received your message and will reply within 24 hours. If you’re looking for quick answers, please visit our updated Help Center here."

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Common Mistakes to Avoid with Auto-Replies

Don’t Scare Customers Away with Your Robotic Auto-Replies

Customers prefer genuine, human interactions over robotic ones — even when they know those interactions are automated. An overly stiff tone can make your brand seem impersonal and unapproachable, leading to a negative impression. This is particularly true for auto-replies.

Mistake

You use scripted, formal, or overly generic responses that lack warmth and personality.

Solution

Use a friendly, conversational tone. Write your auto-replies as if you’re speaking directly to the customer. Phrases like "Hey there!" or "Thanks for reaching out!" can make the interaction more personal and welcoming. Add personalization. Whenever possible, include the customer's name in the reply.

Facebook Messenger allows simple automation tools to add personal touches, making the experience more genuine.

Example

Instead of saying, "Your query has been received. We will get back to you shortly," try: "Hey [Customer Name]! Thanks for reaching out. We’ve received your message and will get back to you within a few hours."

Pro Tip

According to a HubSpot survey, 75% of consumers are more likely to buy from a company that recognizes their name, preferences, and purchase history. Personalizing auto-replies can significantly improve customer satisfaction.

Don’t Ignore Follow-Ups With Your Auto-Replies

Auto-replies provide immediate acknowledgment, but they are not a substitute for a personalized response. Customers expect a detailed follow-up once someone is available, and failing to do so can lead to frustration and lost business.

Mistake

Relying solely on auto-replies without proper follow-up or assuming the initial response has resolved the issue.

Solution

Set up a workflow for follow-ups. Use auto-replies to acknowledge the query and let the customer know when to expect a detailed response. Assign follow-ups to customer service representatives to ensure no inquiries slip through the cracks.

Automate reminders

Some platforms allow you to set up reminders for agents to follow up with the customer after a specific period. This can ensure timely and efficient responses.

Example

“Hi [Customer Name], thanks for your message! We’ll get back to you within the next 24 hours. If your query is urgent, please call our support team at [phone number].”

Pro Tip

Forrester research shows that 53% of consumers are likely to abandon their online purchase if they can’t find a quick answer to their query, highlighting the importance of timely follow-ups.

Don’t Use Outdated Information in Your Auto-Replies

Auto-replies are only helpful if they provide accurate information. Please update your auto-replies to avoid customer confusion and frustration if your business hours, contact links, or other details change.

Mistake

You sent out auto-replies with incorrect details, such as old business hours, broken links, or outdated promotions.

Solution

Review and update messages regularly. Set a schedule (e.g., monthly or quarterly) to check your auto-reply content. Make sure that all details reflect your current business operations. Include self-check reminders. Use checklists to ensure that changes to business details, such as holiday hours or new promotional campaigns, are reflected in your auto-replies.

Example

“Hi! Our business hours have changed for the holiday season. We are open from 9 AM to 4 PM, Monday through Friday. For more information, please visit [link].”

Pro Tip

According to Gartner, companies that focus on providing consistent, updated information to customers report a 10-15% increase in customer satisfaction rates. Always keep your auto-replies fresh and accurate.

Don’t Overuse Auto-Replies

While auto-replies are convenient, using them excessively can make customers feel like they are not valued. Only some queries can be handled with a standard auto-reply, and over-relying on automation may lead to missed opportunities for meaningful engagement.

Mistake

You use auto-replies for every situation, even when a more nuanced or detailed response is needed.

Solution

Be strategic with automation. Use auto-replies primarily for simple, repetitive questions like business hours, contact information, and order status inquiries. Inform the customer that a representative will respond shortly for more complex issues. Combine automation with human interaction. Allow auto-replies to handle the initial engagement, but ensure a smooth transition to a natural person when needed. This hybrid approach ensures that your customer service remains efficient yet personal.

Example

“Thanks for your message! For quick answers, check out our FAQ [link]. If you need further assistance, one of our team members will be with you shortly.”

Pro Tip

Salesforce found that 73% of customers are more loyal to companies prioritizing a balance of automation and human touch. Make sure auto-replies enhance, rather than replace, customer interaction.

Top Tools to Make Your Facebook Auto-Replies More Effective

Brandwise is an advanced social media management tool that integrates AI to automate and enhance interactions on Facebook Messenger. It is designed to streamline workflows and automate responses while delivering intelligent replies based on customer interactions.

Key Features

AI-Driven Insights: Continuously learns from customer interactions to improve future responses.

Automatic Comment Moderation: Efficiently filters out inappropriate or irrelevant comments.

Automated Replies: Generates instant, customized replies to common customer inquiries.

Integration: Easily integrates with multiple social media platforms, enhancing overall engagement.

Pro Tip

Brandwise can save businesses time by automating repetitive tasks. It allows customer service teams to focus on complex queries, thus enhancing the overall customer experience. It’s an excellent solution for brands dealing with high message volumes and looking to optimize their social media interaction.

G2 Rating

4.6/5

2. ManyChat: The Facebook Messenger Chatbot for Auto-Replies

ManyChat is a powerful chatbot tool that integrates with Facebook Messenger. It allows businesses to set up auto-replies to help answer common questions, guide users to relevant pages, and even complete transactions.

Key Features

Customizable Chatbots: An easy-to-use interface for building and deploying personalized chatbots.

Interactive Conversation Flows: Design pathways that guide users through various services or product offerings.

Smooth Integration: Syncs effortlessly with other marketing tools, including email platforms.

Expert Opinion

According to a study by Chatbots Magazine, 80% of businesses reported improvements in customer service after implementing chatbots like ManyChat. This shows how effective auto-replies can be in ensuring timely responses.

G2 Rating

4.5/5

3. MobileMonkey: The Omni-Channel Chatbot for Facebook Auto-Replies

MobileMonkey offers AI-powered automation solutions for Facebook Messenger. It is known for its ease of use and ability to handle multiple customer interactions simultaneously. It is an ideal tool for businesses looking to boost their social media customer service without extensive manual effort.

Key Features

OmniChat™ Automation: Engage with users across Facebook, Instagram, and more from a single platform.

Customizable Templates: Provides pre-built templates for common customer queries, saving time during setup.

Lead Generation: Captures leads through engaging automated conversations, integrating smoothly with your CRM.

Use Case

MobileMonkey is especially effective for businesses that integrate lead generation into their automated responses, turning a standard interaction into a potential sales opportunity.

G2 Rating

4.4/5

4. Chatfuel: The No-Code Chatbot for Facebook Auto-Replies

Chatfuel helps businesses build chatbots without coding, making it a popular choice among non-technical users. It specializes in creating simple yet effective auto-replies that ensure customers receive immediate responses, even during busy times.

Key Features

No-Code Bot Builder: Easy setup for businesses without tech expertise.

Analytics Dashboard: Provides detailed insights into customer interactions and engagement.

Automated FAQs: Quickly address the most common questions, reducing the workload on customer service agents.

Stat Insight

Chatfuel reports that businesses using their chatbot see a 30% increase in customer engagement, highlighting how effective automated replies can be for interaction.

G2 Rating

4.3/5

5. Zendesk: The Customer Support Software with Facebook Auto-Reply Features

While primarily known for customer support software, Zendesk also offers a chatbot feature that integrates smoothly with Facebook Messenger. This makes it an excellent choice for businesses already using Zendesk for support, providing a consistent and cohesive customer experience across channels.

Key Features

Unified Dashboard: Manage conversations across multiple platforms, including email and social media, in one place.

AI-Powered Automation: Zendesk's bots can learn from previous interactions to improve future responses.

Smooth CRM Integration: Syncs with other tools to ensure all customer information is centralized.

Practical Tip

If your business already utilizes Zendesk for customer support, incorporating its Messenger bot feature will help streamline processes and ensure that customers receive immediate responses across multiple platforms.

G2 Rating

4.5/5

Try Brandwise Today! Brandwise is an intelligent social media management tool. At its core is an advanced AI that continuously learns and improves, automatically moderating comments on ads and posts while generating intelligent replies to comments and messages. This powerful tool streamlines workflow by consolidating social media interactions in one place and provides valuable AI-driven insights, identifying top FAQs and concerns to enhance customer engagement strategies.