May 16, 2018 · 5:08 pm

Wednesday Wisdom: Facebook’s Response Assistant Helps You Reply to Your Fans

Enable this helpful tool so you don't keep fans waiting.

By Kelly Johnson

Picture this: One of your fans has taken the time to reach out to you via direct message on Facebook to ask about your service or your content. In return, they get radio silence. Not cool.

Imagine this fan’s disappointment when they see their message is languishing in their DMs with no indication of when you’ll get back to them.

To be clear, not every fan is going to expect an immediate response. But at the same time, they tried to contact you for a reason — they want to hear back, whether it’s to solve a customer service issue, answer a question, or just acknowledge their appreciation of you.

Here’s some good news that you may not know: You can create a Facebook auto-reply that shows that you care about your fans’ experience — even when you can’t engage with them at the moment.

To keep your fans engaged, here’s a quick guide on how to turn on Response Assistant on your Facebook page.

How to Turn On Auto-Replies

Turn on the Response Assistant feature in Facebook. Follow these steps:

1.  Click “Settings” at the top of your Page.

2. Click Messaging in the left column and look for the “Response Assistant” selection.

3. Below Response Assistant, select “On” to send instant replies to anyone who messages your page. And, to change your instant reply message, click “Change.”

Finally, write a friendly auto-reply that lets fans know that you’re not available and will be able to get back to them soon within a certain time frame, like 24 – 48 hours. You can also include an alternative channel in your message, such as an email address, for faster service. After you’ve updated the message, click “Save.”