How to Set Up Automated Replies in Facebook Messenger for 24/7 Customer Support

Whether you're a solopreneur managing a side hustle or a small business juggling daily orders, staying on top of customer messages around the clock is tough. But customers expect quick replies, even at 2 AM in the morning.

That’s where automated replies in Facebook Messenger come in.

With just a few clicks in Meta Business Suite or your Page settings, you can set up instant responses, FAQs, and away messages that handle common customer questions while you sleep.

Here’s a step-by-step guide to getting it done, plus tips to make sure your auto-replies feel helpful, not robotic.

What Are Automated Replies on Facebook Messenger?

Automated replies are pre-written responses that are sent automatically when someone messages your Facebook Page. They help:

• Acknowledge messages instantly

• Share key info like business hours or return policies

• Guide customers to the right next step

• Keep response times low (which looks good on your Page)

  
  

You can customize replies for specific triggers like the first time someone messages you, when you're away, or when they ask a frequently asked question.

Why Every Small Business Needs Them

Even if you only get a few DMs a day, automated replies save you time and build trust. Customers are more likely to buy from a brand that responds quickly and clearly.

Here’s what automated replies can do for your business:

• Set expectations when you're not online

• Reduce abandoned carts by answering product questions fast

• Handle repetitive FAQs automatically 

• Keep your Page’s “typical response time” looking sharp

  
  

Where to Set Them Up: Two Ways to Access

There are two main places to create automated replies:

1. Meta Business Suite (Recommended)

This is Facebook’s centralized dashboard for managing messages, comments, posts, and automations.

Access it here: business.facebook.com

2. Facebook Page Settings

If you're working directly from your Facebook Page (especially on mobile), you can also go to Settings > Messaging to manage basic replies.

For most users, Meta Business Suite offers more customization and easier navigation, so that’s what we’ll walk through.

Step-by-Step: How to Set Up Automated Replies in Meta Business Suite

Step 1: Open Your Inbox

• Log in to Meta Business Suite

• In the left-hand menu, click Inbox

• You’ll see all your messages from Facebook, Instagram, and Messenger

  
  

Step 2: Go to “Automations”

• Click the Automations tab at the top of the Inbox

• You’ll see options like Instant Reply, Away Message, FAQs, etc.

  
  

Types of Automated Replies You Can Use

Instant Reply

This message is sent right after someone messages your Page, even if you’re not online yet.

Example: “Hey {{first_name}}, thanks for reaching out! We’ll get back to you within a few hours. In the meantime, check our FAQ here: [link]”

How to set it up:

• Go to Automations > Instant Reply

• Toggle ON for Messenger

• Add a personalized message

• Save

  
  

💡 Pro Tip: Use the {{first_name}} token to greet customers by name.

Away Message

This one kicks in when your Page is marked as “away” or outside of your set business hours.

Example: “We’re currently offline, but our team will reply by 10 a.m. tomorrow. Thanks for your patience!”

How to set it up:

• Go to Automations > Away Message

• Set your business hours

• Customize your message

• Save

  
  

Frequently Asked Questions (FAQs)

Add a set of tappable questions that users can click to get instant answers, perfect for things like shipping, returns, or store hours.

Example FAQs:

• What are your store hours?

• Do you offer free shipping?

• What’s your return policy?

  
  

How to set it up:

• Go to Automations > Frequently Asked Questions

• Click “Add a question”

• Add both the question and the automated answer

• Save

Custom Keyword Triggers (Advanced)

If you want to go beyond simple automations, tools like ManyChat or Chatfuel let you set up replies triggered by specific words or phrases.

Example:

• Customer types “coupon”

• Bot replies: “Use WELCOME10 for 10% off your first order!”

  
  

You’ll need to connect a third-party chatbot builder for this, but it’s worth it if you want advanced flows like appointment booking, lead capture, or product recommendations.

Tips to Make Auto-Replies Feel More Human

Let’s be real: no one likes talking to a stiff robot. Use these tips to make your messages feel helpful and friendly:

Keep it casual: Use natural language. Contractions (“we’re” instead of “we are”) and emojis go a long way.

Set clear expectations: If you can’t reply right away, let people know when they will hear back. For example, you can say something like: “We’re a small team and might take a few hours to reply, but we promise to get back to you soon!”

Don’t overload the message: Stick to 1–2 sentences. If needed, add a link to your FAQ or website for more details.

Personalize when possible: Use {{first_name}} tokens and mention your brand name to make replies more personal.

How to Know If Your Auto-Replies Are Working

Check Inbox Insights

Inside Meta Business Suite, go to Inbox > Insights. Look at:

• Response rate

• Average reply time

• Most clicked FAQ questions

  
  

This helps you see what’s working and what needs improvement.

Update your replies often

Got a holiday closure? New promo? Changed your hours? Update your automated replies ASAP.

Final Thoughts

Automated replies in Facebook Messenger aren’t just about convenience, they’re about showing up for your customers, even when you can’t reply in real time.

By setting up Instant Replies, Away Messages, and FAQs inside Meta Business Suite, you’ll streamline your communication, look more professional, and create a better experience for your audience.

Whether you're managing five messages a week or fifty, the right automations can save you hours, and maybe even win you a few extra sales.

FAQs

How do I set up automated replies on Facebook Messenger?

You can set up automated replies through Meta Business Suite by going to Inbox > Automations. From there, you can enable instant replies, away messages, and FAQs.

Can I create auto replies for both Facebook and Instagram messages?

Yes. Meta Business Suite allows you to manage and automate responses for Facebook Messenger and Instagram DMs from one centralized dashboard.

Are Facebook Messenger's automated replies free to use?

Yes, setting up automated replies like instant replies, FAQs, and away messages in Meta Business Suite is completely free for all Facebook Page admins.

What’s the difference between Instant Reply and Away Message on Facebook?

Instant Replies are sent immediately when someone messages your Page, while Away Messages are triggered outside business hours or when your Page is set to “away.”

Can I add personalized messages in Facebook automated replies?

Absolutely. Use personalization tokens like {{first_name}} in your automated replies to greet users by name and make your responses feel more human.

Do automated responses affect my Facebook Page response time rating?

Yes. Instant replies help improve your response time rating, which can boost your credibility and encourage more customer engagement on your Page.

Can I customize Facebook auto replies based on keywords or customer questions?

Basic replies don’t support keyword triggers, but third-party tools like ManyChat and Chatfuel allow advanced automation based on specific keywords or phrases.

How can I improve the performance of my Facebook Messenger auto replies?

Monitor your Inbox Insights in Meta Business Suite to track message performance. Update your replies regularly to keep them relevant and add new FAQs as needed.