Page messages help businesses conveniently connect with people about everything from customer service requests to questions about their product, service, and business. We recently launched new features for Pages messaging, including private and saved replies. As Page admins consider enabling messaging for their Page or using new messaging features, you may be wondering how best to use messaging as a business communication channel.
“Messaging from my business page would be very convenient.”
Anyone who has a Facebook business page, or a fan page, has the ability to send updates and correspondence to those who engage them directly from the page itself. However, it used to be much simpler than it is today. A while back, business pages came with a Send a message link that the owner could click, directly from the home screen of the page. Facebook decided to go ahead and update the process, forcing anyone who wanted to keep messaging this way to dig a little deeper.
“Well, that’s annoying.”
Tell me about it. It takes a few extra steps than it used to, but the process is still simple. To access the fan page message system, you must be an administrator of the page that will send the message. This is important as only an administrator will have the permissions to enable messaging on the Settings.
Sending messages from a Facebook business/fan page
Page messaging is a feature that allows Page admins to communicate directly with their most vocal followers. Once the Page’s messaging feature has been activated, people who are currently following the Page will expect all messages to have a reply attached to them. Therefore, it would be wise to have the feature enabled only when you have time available to respond to incoming messages.
Responding in a timely manner—something like 90% of all messages receive a response within a five-minute period—will reward your Page with a “Very Responsive to Messages” badge. This badge will let visitors know that they can communicate with you effectively through messaging, as doing so will most likely get a response.
While not all business pages are expected to meet this threshold, a quick response is highly recommended to build rapport and trust with potential visitors and customers. Just remember that only the messages you reply to will count towards your total response rate.
By performing the steps below, you as the Page admin will be able to send and receive private messages from “fans” who have posted or messaged your Page. These particular messages can be found in the inbox of the page. Private messages are also enabled to reply to comments made on a Page post. You may not send a message directly to any user unless they have contacted you first. This includes even those who have liked your page but have not left a post.
Once you are ready to open communications between your company and your customers, you can follow these steps:
- Login to your Facebook account and switch to the business page you want to enable/disable messaging on.
- Click Settings, which can be found at the top of their page.
- In the “General” tab, click Posts.
- You can now check or uncheck the box next to “Allow people to contact my Page privately by showing the Message button.”
- Finish this by clicking Save Changes.
Although you can send messages to users who have already corresponded with your Page, you cannot send messages from one Page to another. If your page has already been blocked by a user, you will also not be able to send them a message.
Setting a business schedule for your page will likely help with your response time rate. By turning off messaging during your company’s off hours, you can control the influx of messages to ensure that messages from your visitors are responded to in a timely manner. This way your site is guaranteed a nifty little responsive badge.
If you receive messages while you’re away, you can always set an automatic reply. A popular feature for Facebook business pages, this allows you to let a prospect know that you’re away right now, but will reply as soon as you can.
To set up an automatic reply:
- Click on ‘Inbox’ located in the top left corner of your business page.
- Click on the ‘Automated Messages’ icon in the lower left corner.
- Activate ‘Instant Reply’.
You can customize your message by clicking the ‘Edit’ button.
Messaging Tips for Page Admins
It pays to maintain a friendly and respectful tone when using the messaging feature on your company page. Messaging is a direct and personal communication channel, so write to your customers the same way you would talk to them in person. It’s also important to think about the context before responding with a message. Since most messages can be disruptive, it may be best to use the messaging feature only for matters that require immediate attention.
Clear, concise and nice
Although Facebook messages do not have a character limit, it is still recommended to keep all correspondence short, sweet, and to the point. Make sure the message you are trying to convey is clear and that any questions answered are obvious and easy to understand. Give step-by-step instructions on your recommended plan of action so you don’t leave customers confused. The fewer reasons the customer has to have to respond one more time, the better your business will appear in their minds.
At the end of your response, leaving only a company name at the end of the message is too impersonal. Instead, you should consider providing your signature to close your reply. This is a great way to personalize your message and will also help build trust and rapport with customers.
quick response function
As a company, you are likely to be asked the same questions more than once. Facebook provides a saved replies feature that can help Page administrators with quick responses to high volumes of posts asking similar questions. This gives you the opportunity to save answers to frequently asked questions and use them to answer without having to type them each time.
Please note that this feature is only recommended for answering FAQ messages. For any specific question that a client may ask, a personal answer is the best way to do it.
Facebook allows business/fan page admins to reply privately to posts left on their page. This can help Page administrators more effectively respond to personal requests made by customers, as well as handle customer-specific information.
This is especially useful for providing more private information, such as billing questions, confidential customer complaints, the status of orders placed, and any other inquiries that include a customer’s personal information. When it comes to broader questions that pertain to the general public and are likely to help other page visitors, you should continue to post this information publicly.
Edit page notification settings for received messages
When you don’t disable page messaging, you may receive messages at different times during the day. Chances are, you’re not sitting in front of your computer staring at your Facebook page waiting for every question that comes along.
This is where Page Notification Settings can come in handy. By enabling them, you can be notified every time your page receives a new message. This is remarkably useful for those administrators who want to stay on top of things like fast response times and customer engagement.
Editing the page’s notification settings not only provides message notifications, it can also provide you with:
- Notifications on Facebook every time there is activity on the page, or every 12 to 24 hours on all activity.
- The type of activity you want to receive notifications about.
- An email or text every time there is activity on your page.
- The ability to disable all notifications.
Please understand that when you decide to edit any of your notification settings for a Page that you help manage, none of the other administrators that also help manage the Page will be affected. This means that each Page admin has access to their own notification settings. All other Page admins working on the same Page will only receive notifications about the Page based on the settings they have chosen themselves.
To change notification settings for a Business/Fan Page:
- Click Settings at the top of your page.
- Click Notifications in the left column.
- Edit your notification settings.
All your notifications can be seen by clicking Notifications located at the top of your page. From here, you can mark all notifications as read by clicking Mark all as read. In the unlikely event that you enable notifications but still don’t receive them, you may have inadvertently disabled them on your mobile device.
To correct this:
try to touch Settings > Notifications on your mobile device and make sure your Facebook notifications are set to About.
You should also receive email notifications as long as you have them enabled. This is just an added bonus feature to ensure you never miss out on customer inquiries and feedback.