How to Change Automatic Messages on Facebook

Setting up an automated message on your Facebook Business Page is a powerful first step, but refining it is what truly elevates your customer service. An outdated or generic reply can feel impersonal and unhelpful, undermining the very connection you're trying to build. This guide will walk you through exactly how to change your automatic messages on Facebook, from simple instant replies to more advanced automations, so you can provide timely, on-brand, and genuinely useful responses to your audience.

Understanding the Types of Automatic Messages on Facebook

Before you start making changes, it's good to know what your options are. Facebook, through Meta Business Suite, offers several types of automations that serve different purposes. Knowing the difference will help you choose the right one to edit for your specific business goals.

• Instant Reply: This is the most common automated message. It sends an immediate response to the very first message someone sends to your Page. It's perfect for acknowledging their message and setting expectations for a personal reply.
• Away Message: This message only sends when your Page is set to "Away" or outside of your specified business hours. It's a great way to let customers know you've received their message and will get back to them when you're back online.
• Frequently Asked Questions (FAQs): Instead of a single reply, this feature presents the user with a list of questions they can tap to receive pre-written answers. This is fantastic for resolving common queries instantly, saving both you and your customer time.
• Comment to Message: A more advanced automation that lets you privately message someone who uses a specific keyword in a comment on one of your posts. This is a game-changer for lead generation or moving a public conversation into a private DM.

Where to Find Your Automatic Message Settings

Facebook has centralized most business tools into the Meta Business Suite. Gone are the days of hunting through your Page's settings, now, all your automation controls are in one dedicated inbox. If you're struggling to find the right screen, you're not alone. Here's the direct path to get you there:

1. Navigate to your Facebook Business Page.
2. On the left-hand menu, click on Meta Business Suite. This will open a new dashboard.
3. In the Business Suite menu (again on the left), click on Inbox.
4. At the top of the Inbox screen, you'll see several options like "All messages", "Messenger", etc. Click the Automations icon on the far right (it looks like a little robot head or a sparkle).

You're in! This is your command center for all automated responses. From here, you can create, view, and edit any of the automations available for your Page.

How to Change Your Instant Reply

Your Instant Reply is often the first direct interaction a potential customer has with your brand. It should be warm, informative, and aligned with your brand voice. Here's how to update it.

Step-by-Step Guide to Editing Your Instant Reply:

1. From the Automations screen in your Meta Business Suite Inbox, look for the "Instant Reply" option. It should be near the top. Click on it.
2. A new window will slide out, showing you the current status and settings. First, make sure the toggle at the top is turned on (it should be blue).
3. Select the platform where you want the Instant Reply to work. You can choose Messenger, Instagram, or both.
4. Scroll down to the "Message" text box. This is where you can edit your reply. You can delete the default message and write something new entirely.

Tips for a Better Instant Reply:

• Personalize it: Click the "Add Personalization" button below the text box. You can add the person's first name, last name, or full name. Using their first name makes the message feel much more personal, like this: "Hi [First Name], thanks for reaching out!"
• Set Expectations: Be clear about when they can expect a response from a real person. For example: "We've received your message and will get back to you within 24 hours."
• Be On Brand: Don't just stick with "Thank you for your message." If your brand is playful, use a friendly emoji. If you're more formal, keep it professional. Your automation should sound like it came from you.

Once you're happy with your new message, click the blue "Save Changes" button at the bottom right. Your updated Instant Reply is now live.

How to Change and Schedule Your Away Message

The Away Message is for managing communications outside of your operational hours. Letting people know you're not available prevents them from feeling ignored and shows professionalism. You can't actively change an Away Message while it's running, but you can edit its content and schedule at any time.

Step-by-Step Guide to Editing Your Away Message:

1. In the Automations section, find and click on "Away message".
2. First, make sure the automation is toggled on. Then, check the box for the platform you want it on (Messenger and/or Instagram).
3. Below that, you'll see the "Timing" section. This is the schedule. Click the "Edit" button to change the days and times your business is considered "Away." You'll need to set up your business hours first if you haven't already. Choose your time zone, then add the open hours for each day of the week.
4. Next, scroll down to the "Message" text box. Just like with the Instant Reply, you can write your away message here. Make sure to use personalization!

Tips for a Great Away Message:

• Reiterate Your Hours: It's helpful to remind them of your business hours in the message itself. "Hi [First Name], thanks for getting in touch! We're currently closed, but our business hours are Monday-Friday, 9 AM to 5 PM EST."
• Offer an Alternative: Provide a way for them to find an answer on their own. You could link to your website's FAQ page or a blog post that answers common questions. "You might find the answer you're looking for on our website: yourwebsite.com/faq"

Always remember to click "Save Changes" when you are done.

How to Change Your Frequently Asked Questions (FAQs)

FAQs are one of the most useful automations but can quickly become outdated. If your pricing, hours, or services change, this is one of the first places you should update.

Step-by-Step Guide to Editing FAQs:

1. From the Automations screen, select "Frequently Asked Questions".
2. You'll see a list of your existing question-and-answer pairs. To edit one, simply click on the question you want to change.
3. The fields for "Question" and "Automated response" will become editable. You can change the wording of the question itself, as well as the pre-written answer. The answer can even include attachments or buttons that link to a URL.
4. To add a new question, click the blue "+ Add a Question" button at the bottom of the list.
5. To delete a question, hit the small trash can icon to the right of it. To reorder your questions, use the drag-and-drop handles (the six dots) on the left.

Tips for Effective FAQs:

• Keep Answers Concise: People are on mobile and want quick answers. Keep your responses short and to the point. Use links if more detailed information is needed.
• Focus on Top Inquiries: What are the top 3-5 questions your customers ask all the time? "What are your hours?" "Where are you located?" "Do you ship internationally?" Start with those.
• Turn Questions into Actions: Use buttons in your answers to drive behavior. For a question like "How can I see your products?", the answer could have a "Shop Now" button that links directly to your online store.

Once your edits are complete, hit "Save Changes". We recommend testing your FAQs yourself by messaging your page to make sure they look and feel right from the user's perspective.

Best Practices for All Automated Messages

Regardless of which message you choose to change, a few universal principles apply. Keeping these in mind will help you create a system that truly feels helpful, not robotic.

1. Always Keep it Human

Your brand has a unique voice - use it! Avoid generic, corporate language. An automated message is still a brand touchpoint, so make it sound like it's coming from you. Using a friendly tone and an emoji (if appropriate for your brand) can make a huge difference.

2. Regularly Audit and Update

Automations are not a "set it and forget it" tool. Schedule a review every quarter or at least biannually. Have your business hours changed? Did you launch a new major product that needs a new FAQ? Keeping your information current is essential for building trust and avoiding customer confusion.

3. Provide an Escape Hatch

Sometimes, a bot just can't answer the question. Make it clear in your messages that a real person will be following up. Phrases like, "One of our team members will read this and get back to you shortly," reassure the user that they're not just screaming into a void. It acknowledges the limitation of the automation and sets the expectation for a human response.

4. Test, Test, Test

Before leaving your automations to run, send your Page a message from a personal account to trigger them. See what the experience is like firsthand. Do the FAQs look clean? Does the personalization work? Are there any typos? This simple quality check can prevent a lot of potential embarrassment down the line.

You can also explore more advanced automations such as how to set up a chatbot on Facebook for specific interactions or how to set up an auto-response on your Facebook Page for different scenarios. These can further streamline your communication without losing the personal touch.

Final Thoughts

Your automated messages are a key part of your social media customer service strategy. By taking the time to customize and update your Instant Reply, Away Messages, and FAQs, you create a more professional, helpful, and welcoming experience for your audience. Regular maintenance can turn these automated replies into genuinely helpful brand touchpoints.

Managing the flood of incoming messages that follow these automated replies can be a challenge, especially when you're juggling Instagram DMs, Facebook comments, and more. This is where having all your communications in one place becomes essential. Our unified inbox at Postbase makes this so much easier because it brings everything into a single, organized view. Instead of hopping between apps, you can see all your comments and DMs right there, making sure no customer conversation - whether it started with a bot or not - ever gets lost in the shuffle.