There’s nothing worse than silence when you reach out to a business with a question or request. The Facebook Response Assistant is a great tool to assure your page’s visitors or guests always feel like being noticed.
Especially in times like these with many business temporarily closing down due to the corona virus, it is a great way to inform your guests that you are still there for them. This tool helps you with this!
1. Enable the Response Assistant
- Click on Settings > Messaging from the left side and then choose Response Assistant on the right side.
The Response Assistant provides three main options, each containing at least one customization option. We will explain about these in the following chapters.
2. Instant Replies to Incoming Messages
Regardless of you being online or offline, an instant reply is a great way to assure your guests that you are aware of their message and will reply as soon as possible.
Visitors are automatically sent a reply from the Response Assistant (on behalf of your business page). You can customize the reply by editing or replacing the default reply:
It is besides that, also possible to personalize the message.
2.1 Add Personalization
This option is possible for all four main options the Response Assistant offers.
- To add personalization to your automated messages, click the “Add Personalization” button under the custom message section.
- Choose what information you would like to include in your message.
- Tip: including someone’s first name into a message (even though it’s automated) is a great way to enhance your visitor’s experience. If you select this option, the response assistant will automatically include the name of the visitor sending the message.
- It is also possible to include your website URL or contact details to make it easier for guests to get in touch by phone for example.
3. Automatic Reply – When You are Offline
When you are not able to respond to message, as you are away from your device, does not mean you cannot stay in touch with your guests in real time.
- Through this option you are able to send an automatic message that assures the guests you will answer as soon as you are able too
3.1 Create Schedule
- It is possible within the Response Assistant to set specific hours when you are unable to respond (do not disturb / out of office hours) and let the assistant take over when you are away.
- You are able to create a schedule and save regular times and days when you are available. This informs the Response Assistant on how to reply to incoming messages at the right times.
- Make sure you set your timezone using the drop-down menu! To assure the schedule is set to your location.
4. Show a Messenger Greeting
- This message will show up as a greeting when someone starts a conversation on Messenger for the first time.
- You can customize this greeting by editing or replacing the default message. This option also allows for personalization.
- This greeting will disappear after a few moments or when the user starts messaging you.