Unveiling Quick Replies to Elevate Customer Engagement on Facebook and Instagram Messenger

Enhance Your Customer Engagement with Quick Replies in Conversations

We’re delighted to unveil Quick Replies, a game-changing feature designed to elevate your interactions on Facebook and Instagram Messenger. This new addition empowers you to streamline customer communications by offering predefined message suggestions that can be effortlessly sent with just a tap.

Setup Quick Replies

Setting up Quick Replies has never been easier. Utilize the Facebook Interactive Messenger or Instagram Interactive Messenger actions within your workflows:

  • Configure up to 13 Quick Replies, each limited to a concise 20 characters.
    Setup Quick Replies
  • These replies are displayed as predefined options on the user’s interface, enabling them to select and send a response with a single tap.
    Quick Replies Display
  • This feature serves as a guide for conversation flow, promoting clear and structured communication.

Visibility and Functionality

Quick Replies are intuitive and highly visible, making user interaction seamless:

  • They appear only as part of the most recent message and are designed for one-tap responses.
  • Once a quick reply is chosen, the option is locked, ensuring a focused and concise interaction.
  • All available Quick Replies are shown in the conversation, providing users with full visibility.
Screenshot of customer service chat interface

Visibility

  • The selected reply appears in blue, enhancing visibility and context in the conversation.

Channel-Specific Conditions

  • Facebook: Enhance interactions by combining Quick Replies with buttons and images for richer communication.
  • Instagram: Opt for either buttons or Quick Replies in a message. Remember, Quick Replies cannot coexist with attachments in the same message.
    Instagram Conditions

Why This Helps

Quick Replies are not just a feature; they’re an enhancement to your engagement strategy:

  • Enhanced Engagement: Swift, predefined responses bolster customer interaction efficiency.
  • Guided Conversations: Offer a structured set of replies to steer conversations toward desired outcomes such as bookings or purchases.
  • Clear Context: Maintain a clear dialogue track with visible quick reply options and ongoing interactions.

By integrating Quick Replies, you’re set to boost engagement, streamline communications, and enhance customer experiences on both Facebook and Instagram Messenger.

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