Save Time with Automated Direct Messages on Facebook and Instagram

First published on September 4, 2021
Last updated on May 23, 2023
Have your Instagram and Facebook work 24/7 for your business with automated direct messages. Learn how to implement it in your tourism business.

Want an efficient and easy to implement customer servicing strategy?

A strategy that doesn’t require you to be glued to your social media every single waking minute of your day just to make sure you don’t miss any inquiries?

In our day and age, instant gratification is so important for customers. So, just like a live chat on your website, having your Instagram and Facebook work 24/7 for your business and in particular, improving your customer service, will help separate your business from your competitors.


Instagram and Facebook Automated Direct Messages

automated direct messages, Instagram automated direct messages
Darwin Chocolate Factory Instagram

To set up an automated response on Instagram, you first need to:

  1. Switch to your Business account on Instagram.
  2. Create a Facebook business page (if you haven’t already).
  3. Link the business page on Facebook to your Instagram business account.
  4. Turn on permission to manage Instagram messages (to do this, go to your Instagram Account Settings > Privacy > Messages > tick/activate ‘Allow access to messages’)

Now that’s been set up, time to craft your automated responses:

  1. Head to your Facebook Business Suite
  2. Tap ‘Inbox’ on the left then toggle to ‘Instagram direct’ and then click ‘Automated Responses’ on the top right-hand-side (see image below)
  3. Tick ‘Instant Reply’ then ‘Edit message’ to begin crafting your response
  4. In the Platform section tick Instagram and Messenger (optional)
  5. Click save then all users will receive the auto-reply you created in response to their first message.
  6. To replicate this process for your Facebook Automated DM’s, repeat steps 2-5 but instead of clicking ‘Instagram direct’ click ‘Messenger’

automated direct messages, facebook automated messages, instagram automated messages

Frequently Asked Questions

Did you know you can customise your Frequently Asked Questions section of your Facebook Page and then have the answers automatically answered (without you having to do anything) once users click on a question?!

It’s an absolute game-changer and can significantly reduce the amount of time you spend answering the same questions.

Facebook FAQ
Dorchester on the Beach Facebook FAQ

So, think about the questions you get asked most often.

Here is how you set up your FAQs:

  1. Head to your Facebook Business Suite
  2. Tap ‘Inbox’ on the left then toggle to ‘Instagram direct’ and then click ‘Automated Responses’ on the top right-hand-side (see image below)
  3. Turn on ‘Frequently Asked Questions’ on the left-hand-side in the ‘Automated Responses’ menu
  4. Click ‘Edit Message’ and add your customised questions and answers
  5. Once you are happy with the FAQs click save on the top right-hand-side

Away Messages (think ‘Out of Office’)

Your automated messages will respond to every single message that is sent to you. However, if you are going away for long periods of time it may be useful to put in place an ‘out of office’ message like you would in your emails.

Your away (out of office) message is the message your customers will see when you’re away. You can schedule away times or set yourself away from the inbox.

You can customise your message to let people know how long you’ll be away and when you’ll respond.

Click here if you’re interested in reading more about setting an away message on Facebook.

Check out our Foundational Digital Bizkeeper 101 course if you are interested in learning more about Facebook and Instagram.

Let us know how you go in the comments section below.

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