INTRODUCTION
According to Sprout Social, about one-third of all Facebook users engage with brands on a regular basis, with many using the platform for customer service inquiries.
Moreover, these individuals expect a quick response, with 42 percent of people expecting a reply within the hour.
Not all hotels, bed & breakfasts or resorts are equipped to monitor their accounts around the clock, which is where Facebook’s automated messaging tools come into play. Facebook currently has two options for autoresponders. Here is how to set them up.
HOW TO USE THE INSTANT REPLIES FEATURE ON FACEBOOK
Instant Replies are messages automatically sent as your Page’s first response to new incoming messages. This feature is particularly useful if you do not monitor your Facebook account regularly throughout the day. For instance, you can use Instant Replies to greet potential guests and thank them for reaching out before you are able to respond personally. Also, you could establish an expectation for a response, such as within 24 hours.
To use Instant Replies, you must first enable messaging for your Page. To do this, go to “Settings” and select “General” from the list. Click “Edit” next to “Messages” and check the box that says “Allow people to contact my Page privately by showing the Message button.”
To turn on Instant Replies, return to “Settings” and select “Messaging” from the list. Below “Response Assistant,” click “Off” next to “Send Instant Replies to anyone who messages your Page” to turn it on. Facebook will supply a default message, but you can create a custom 250-character message for your hotel by clicking the “Change” button.
Also, you may include items such as the person’s name or your hotel’s website URL, phone number or email address by using the “Add Personalization” feature.
HOW TO SET AWAY MESSAGES ON FACEBOOK
Away Messages are autoresponders that can be set for certain times of the day, such as times outside of regular guest service hours during the week or on the weekend. Like Instant Replies, your hotel’s Facebook Page must have messaging enabled to use the feature.
To turn on Away Messages for your Page, go to “Settings” and select “Messaging.” Navigate to “Response Assistant” and click “Off” next to “Stay responsive when you can’t get to your computer or phone” to turn the feature on.
Once again, Facebook will provide a default away message. Select “Change” to create your own message and add personalization parameters as you see fit. Consider including times when the account is monitored so customers know what to expect moving forward or provide alternate contact information where they can reach guest services.
The “Schedule” tab (next to “Message”) allows you to set a specific schedule. For instance, you could set your away messages to start at 5 p.m. every evening and turn off at 9 a.m. the following morning. If you monitor your account differently depending on the day of the week, you can set multiple parameters by using the “+Add Time” button. Make sure to select the appropriate timezone before clicking “Save” to set the schedule.