Overview
The Quick Replies feature allows users to create predefined response prompts for Facebook and Instagram messages, enabling faster communication. This is particularly useful for businesses handling frequent inquiries.
Setting Up Quick Replies
- Navigate to the automation section, select "Workflows" at the top, and choose "Create Workflow" or edit an existing one.
- Set up a trigger, such as a customer comment on a Facebook or Instagram post, and select the specific post if needed.
- Choose "Reply to comment via DM" or "Reply via DM" under Facebook's interactive messaging options. Set up your template or "Snippet" in the marketing section.
- In the setup area, add buttons for predefined options (e.g., "I have a question" leading to a phone call).
- Configure quick replies using Workflow actions - Facebook Interactive Messenger and Instagram Interactive Messenger. You can configure "up to 13 quick replies each with a maximum length of 20 characters."
- Quick replies are displayed as predefined options on the customer's interface for easy one-tap responses.
- In Conversations, users can see all quick replies below the message.
- Selected quick replies are sent as inbound messages and appear in blue on the conversations page.
Important Notes
- "Quick Replies are visible only as part of the most recent message and function as single-tap responses."
- Once selected, customers cannot change their choice.
Channel-Specific Conditions
Facebook: Quick Replies can be added alongside buttons and images.
Instagram: Either buttons or Quick Replies can be added per message. Quick Replies require no attachments in the same message.