How to Set Up Automatic Replies for Facebook Pages in BoldDesk

Automatic replies in BoldDesk are automated responses sent to customers when they contact your support team via Facebook. This feature enhances customer experience by providing immediate acknowledgment. There are two types of auto-reply messages in BoldDesk:

1. Welcome message: Sent automatically when a new customer contacts your support team for the first time.
2. Offline message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.

How to configure Facebook page welcome message

Follow the given steps to set up a welcome message in Facebook pages.

1. Click Admin > Chat > Facebook > View Accounts > Manage.

2. To set up a welcome message for a new page, click on Add Page. Alternatively, for an existing page, choose the kebab icon from the page list and click on Edit to configure the welcome message.

   

3. Enable the Welcome Message feature within the Messenger Configuration section and enter a welcome message in the Message textbox.

4. Click on Save to configure the welcome message for the page.

   

How to configure Facebook page offline message

To set up a Facebook page offline message, it is essential to first establish the business hours.

How to create business hours

Follow the given steps to create a business hour.

1. Go to Admin> Chat.

2. Select Business Hours from the Work Schedule menu.

3. Click Add Business Hour.

   

4. Enter a Name and Description.

5. Choose the Time Zone and set Operational Hours.

• Select Calendar Hours for 24/7 support or specify Business Hours for each working day.

6. Pick an Associated Holiday List if applicable.

7. Click Add to save.

   

Configuring Facebook page offline message

Follow the given steps to set up an offline message in Facebook pages.

1. Please follow steps 1 & 2 as outlined in the procedure for setting up the Welcome message.
2. Activate the Offline Message option within the Messenger Configuration section.
3. Select your Business Hours to make sure that an automated offline message is sent to customers contacting you outside these hours.
4. Type an offline message in the Message textbox and click on Save to configure the offline message for the page.