After Facebook recently launched a new feature to measure the responsiveness of a page, it is testing a new upgrade to help page owners respond faster. It is encouraging admins to be more communicative and responsive and to make that possible, Facebook has upgraded its messages.
Experimenting with a few page owners, Facebook is testing the ‘Saved Replies’ feature. It is currently not available to all the pages and there is yet no official confirmation from Facebook when this feature will be rolled out for everyone.
So let’s find out how messages have been upgraded to include saved replies-
Once you are acting as the page, there are two methods to access the messages inventory on a Facebook page.
- If you access the messages through the top right hand side icon, it will basically show all your recent messages. There is no change here and the messages appear as they used to for all the page owners.
(Images & names have been blurred to maintain anonymity.)
- But if you access the messages from the white tool bar on the left hand side corner (screenshot below), it refreshes into a new page with all your messages lined up.
This is where you can see your list of pre-saved messages. Facebook offers 2 examples to the page owners based on which the list can be extended.
To add more saved replies, you can click on the ‘Manage Replies’ which then leads to another pop-up.
You can add images and even personalize your messages with the first name & last name of the person you’re replying to, first name & last name of the admin, website URL and even your address.
With this feature admins can now use already saved message templates that can be sent as soon as the message comes in. So while brands may have junior staff or social media agencies working for them, these template messages can be sent in response to the query, while the team works to find out a solution of the problem. This buys some time for the brand and also assures the customer that the request/query has been acknowledged.
While most big business owners use specialized help-desk tools like Freshdesk to keep track of queries generated by social media, this additional feature by Facebook will mostly help small and medium sized pages who usually maintain a list of pre-formulated replies and copy, paste them for responding.
What do you think about this new feature Facebook has added? Leave your thoughts in the comments section below.