if you want to know how to set up
facebook automated responses so you can
serve your customers even better
without extra work i'm going to show you
in this video all right
let's get into it
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my name is jerry potter and in this
video i'm going to show you how to use
facebook's automated responses
now none of us want our customers or
clients to feel like they're talking to
a bot of some sort or anything automated
but with the amazing tools that facebook
has given us right now
you can actually improve your
non-automated customer service
with the help of these automated
responses so to get there from your
business page you're going to start by
clicking
inbox on the left side by default it
will take you to all messages but you
want to come down to the bottom and
click
automated responses and now i'll go in
order on how each one of these works and
some best practices for setting them up
for your business
and by the way you can access these on
your phone you want to pull up the
facebook business suite app which was
formerly known as the pages manager app
you can see that note there at the top
and inside you can go to the toolbox on
the lower right
then settings then
automated responses and you'll have the
same
options here that you have on a computer
i'm going to run through it on the
computer though just because i think
it's a lot easier to see as we go
through the tutorial
as you're looking at this by the way
depending on where you are in the
country
or what type of page you have you may
have different
options but i think i've got most of the
major options here and i will go through
and show you all of those
in this tutorial the first one at the
top is called instant reply and so if
you wanted to use this one you would
turn it on of course
and this is just so that if you want
somebody to get a reply right away
perhaps to manage their expectations you
can have one so i don't use this but you
can see the default messages thanks for
contacting us
we've received your message and
appreciate you reaching out but if
you're pretty active on your page or
maybe you answer
messages between 8 am and 5 pm whatever
your local time is
then you might want to hit edit and then
go through and change
that so it says for me it might be
thanks for your message i'll do my best
to get back to you asap
for faster answers to your questions
feel free to join and post in our
facebook community and then the link
there
so that would be what they would get in
their auto reply now one more thing
that's kind of cool and this comes up
throughout these is you can add a little
bit of personalization
so i can say instead of thanks for your
message i can say
thanks for your message space and then
you have first name last name full name
and then there's your facebook page link
and website so those are all things that
you can have in here so i might have the
first name there
so now i can see over here it says
thanks for your message jerry because
it'll show you by default i can also see
there's an extra space there
so i'm going to backspace that so that i
make sure that it looks okay so this is
how it will appear
when somebody sees the message when they
get back so
that's something you can set up on your
page and just recently they've added it
so
that you can have them on instagram as
well
assuming that your instagram account is
connected to your facebook business page
next up is the away message and this is
another one that i have turned off
because i don't really have
business hours per se when you hit edit
you'll see
is you can actually set times so this is
again where you could say okay between
eight and five
i don't want an automated response but
then from 5 pm until 8 a.m
i wanted to say thanks so much for
contacting us
someone will get back to you first thing
in the morning we're closed now
something along those lines so that's
what you can do with that one
and again you've got the personalization
options there this next section is share
and get
information and so under here one of the
options is frequently asked questions
now sometimes by default a page will
have these turned on and they're
super generic and i think facebook has
gotten better about this but when they
first rolled out it was like
can you tell me where you are located
can you tell me more about your business
and i suppose it would prompt people to
get into a conversation with you which
can be good
but it's really good to change it to
something that might lead to something
for you so for example i have three
frequently asked questions here the
first one do you have a course about
social media
second do you offer one-on-one coaching
because that's another question i get a
lot
and then the third one i just put in
there for a little personality and fun
what's your favorite ice cream flavor
i like having a question like that just
so that if somebody doesn't know what
else to ask
then they have something they can click
on because again when you get into
conversations with people they have a
higher chance of becoming
a customer or a client so to use these
first make sure the switch is toggled to
on
and then you hit edit and what you do is
you go through and you put in the
question
and then again you write the answer and
you can use personalization
so the one that says do you have a
course about social media it goes
through and says yes i do
and kind of just gives a quick couple
sentences about it and then down below
it says learn
more and then there's a link to
go to the website where you can learn
more about
the course same thing for the next one
do you offer one-on-one coaching
and then for the last one what's your
favorite ice cream flavor i've got my
answer there cookies and cream and then
i say what's yours and then i have the
personalization
so the name is in there one other option
under here as you can see it says add to
menu
and so if you turn this on this means
that this question will
always be available to them to click on
if you wanted to make sure it was
available so
in other words if it was your most asked
question like when are your hours or
something like that
you might want it there no matter where
they go so i don't really use that but
right now so if you said what's your
favorite ice cream
then it would say what's yours and then
that would be the end of it next up is
contact information
and essentially if somebody types
contact or contact you or contact
information in the box
this is the response that's supposed to
come up i've seen it work and i've seen
it not
work so it tends to be a little bit
buggy but
what you do is you go through and you
can have a message like want to contact
us choose your preferred method below
and then you can have a link to your
website form you could have a link to
your phone number or different things
like that
so that's how that is designed to work i
don't use that one because i actually
respond to my messages here
in messenger but if this is not your
primary place like let's say you've got
people coming in messages all over the
place and you want them all to go to
your one email inbox or to your facebook
group or whatever you're trying to
consolidate
and that makes sense for your business
then this is where if somebody typed
contact you
then you would reply saying the fastest
way or the best way to get responses
from us or anything like that is to go
here
so that's a good use for that but i'm
having that turned off on my page
if you're a local business this is the
same thing
but you do have to have as you see an
address listed on your page
so you can go through and if you had
um you know somebody asked about your
location then you could have information
not only as it says here on facebook not
only about your location like your
address but also links to directions
parking public transit different things
like that so that's kind of a cool tool
if you are a local business send
confirmations if you use it for
job applications then you could have a
message that goes to them as soon as
they send
their job application in then this last
section is called
follow-up and here's what we have in
here so if you use facebook appointments
this is a great tool and i
can't imagine using facebook
appointments without having this
but you can go through and if somebody
you book something with you
then the day before you can have a
message automatically going out
to them that says we're looking forward
to your appointment you can see there's
no edit
feature here at least not as of now so
it's just kind of a reminder the day
before like hey you've got an
appointment tomorrow
then appointment follow-up this one you
can actually edit
and this is something that goes out to
them after
their appointment so if you come in here
and you click
edit uh you can choose when you want it
to go out so for example the default
here you can say
is two weeks says hey jerry we'd love to
have you back for another appointment
you can of course
make this say whatever you want i have
not seen
any way to have it turn off um
if the person doesn't show up for their
appointment so that's just something you
might want to keep in mind when you
choose your verbiage that you're going
to use here
and then these last two are about page
recommendations or page reviews
and so if somebody recommends you
on facebook which is really powerful
basically leaves you a review
then you can have an automated message
go out to them automatically
so if i click edit here hi thanks for
recommending us we're glad you had a
great experience you can add an image
you could even record a video where you
say
you know hey thank you so much for
recommending us it means a lot
you know whatever you wanted to say
there you can have an image different
things like that
and by setting this up it's a great way
if you're getting a lot of
recommendations to acknowledge those
recommendations
i don't have this on because i like to
go and personally acknowledge every
recommendation that i get
you'll also notice that the timing is 10
minutes after somebody shares
so it's not instant so the idea is that
it doesn't
feel automated and then this last one is
page not recommended so if somebody was
asked hey do you recommend
your company and they said no then 10
minutes later you can
send them a message and say hey we're
sorry you had a bad experience please
let us know how we can approve
again you can have a video or an image
you can add a button
maybe you have a feedback form where you
collect feedback
maybe you have some sort of verbiage
that you use like
we guarantee satisfaction and we would
love the chance to make this right
please send us a message with more
details about why
you chose not to recommend us so we can
improve for the future something like
that and then you have a link to your
forum where you collect all of that
information so that's a great way
to manage your reputation with your
pages again i monitor mine
and like to reply to them personally so
i don't have any of these automations
turned on
now automated responses are one way to
save time on social media but if you
really want to save time grab my free
guide six ways to cut your social media
workload
in half all right you can click the link
on the screen here or if it's not
showing on your device
you can also find it in the description
of this video thank you so much for
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