Overview
Quick Replies let you create ready-made response options for Facebook and Instagram messages. This makes it faster and easier for customers to reply to you. It's especially handy if your business gets a lot of enquiries, because it helps you respond quickly and keep customers engaged.
Setting up Quick Replies
Go to the automation section in your dashboard. Select “Workflows” at the top, then click "Create Workflow" or edit an existing one.
Set up a trigger, such as a customer commenting on a Facebook or Instagram post. Select the specific post if you need to.
Under Facebook’s interactive messaging options, choose “Reply to comment via DM” or “Reply via DM”. If you haven't already, set up your template or “Snippet” in the marketing section.
In the setup area, you can add buttons with ready-made options. In the example below, we've added a button labelled "I have a question" that prompts the customer to call the phone number.
You can set up Quick Replies for Facebook or Instagram using these workflow actions: Facebook Interactive Messenger and Instagram Interactive Messenger. You can add up to 13 Quick Replies, and each one can be up to 20 characters long.
Quick Replies appear as ready-made options on the customer’s screen. The customer can pick one and send it with a single tap.
In Conversations, you can see all the Quick Replies below the message.
The Quick Reply the customer selects is sent to you as an inbound message. On the Conversations page, it's shown in blue.
Note:
Quick Replies only show on the most recent message, and they work as single-tap responses.
Once a customer selects a Quick Reply, they can't change their choice. This keeps the conversation focused.
Channel-specific conditions:
Facebook: You can add Quick Replies alongside buttons and images, giving customers more ways to respond.
Instagram: You can add either buttons or Quick Replies to a message, but not both. Quick Replies can only be added when the message has no attachments.