How to create an auto reply for Facebook

Comments

14 comments

  • Avatar
    Dennis Killmer

    Thanks, Andreas! This worked perfectly for us.

  • Avatar
    Andreas Schuster

    Hi Dennis,

    thanks for getting back to me, I am happy that you could achieve what you wanted. In case you've implemented some additional features, feel free to share with us here to make this article even better! :)

    Best,
    Andreas

  • Avatar
    Jennifer Rowe

    Thanks for sharing your tip, Andreas.

    And you already have one happy customer. Nice work. :)

  • Avatar
    Mike Cartwright

    Many thanks for taking the time to share what you know, Andreas! We haven't set up auto-response for Facebook yet. Seeing what you've done here, I'd like to have this implemented ASAP.

  • Avatar
    Andreas Schuster

    Hi Mike,

    thanks for your thoughts about my implementation.
    I would love to your feedback as soon you've implemented it.

    Best,
    Andreas

  • Avatar
    Sachin Sabu

    Hello Andreas, 

    This looks good but I think Zendesk has changed UI and the screenshot seems to old which doesn't apply anymore.

    Can you help me apply it to my account or do a video around the same? Will be really helpful.

  • Avatar
    Nicole - Community Manager

    Hey Sachin - 

    Welcome to the Zendesk Community! Hopefully Andreas will weigh in soon. :) 

  • Avatar
    Roman Kisil

    If you are looking for an Auto Responder for your Personal Facebook Messages, I have developed an open-source app just for that. Visit https://faceply.io to download it. Or check out the source code on https://github.com/romankisil/Faceply.io

  • Avatar
    Yanick Lacourse

    Thanks Andreas,

    Everything work for me, but the delivery is very slow. it took about 10 mins for the user to receive the auto-response.

    Any idea how we could speed this up?

    Yanick

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    Vladan Jovic

    Thanks Andreas, this really saved me! :)

     

  • Avatar
    Claudia Pelagatti

    Hey Guys,

    Just dropping this here :), I created an article which shows you how to enable auto replies within the settings of your Page on Facebook for those not aware of this possible option:

    https://support.zendesk.com/hc/en-us/articles/360000992688

  • Avatar
    Andreas Schuster

    Hi all,

    I changed my employer last autumn, that's why I don't have access anymore to the account I created this article with.

     

    @Sachin

    In case this is still relevant, please post your questions here.

     

    @Yanick

    I'm not aware of any delays, as soon the ticket is fetched and replied in your Zendesk, it should also update on Facebook. Is it still persistent?

     

    @Vladan

    Always nice to hear that my solution could help a community moderator :)

     

    @Claudia

    Your solution of course also works, but there are several reasons why I think my solution could be the preferred one especially when using Zendesk.

    - An auto-reply set up in Facebook is considered as public comment in Zendesk, this can mess with your triggers.
    - My implementation can get you the responsive badge very quickly, while the official Facebook responder does not count towards that metric.
    - You can populate the content based on information in Zendesk e.g. Out of office hours, holidays.

     

    Hope I did not miss anything, I'm very happy to see that this solution is still in use and helpful to other people.

  • Avatar
    Claudia Pelagatti

    Hey @Andreas,

    Totally get your point :) there are some customers who do not have complicated workflows, so they don't take those points into account. I just posted my solution for those who are looking for a simple auto reply and they are not aware of that option existing on Facebook.

  • Avatar
    Kelsa Henry

    Hey @Andreas,

    Like Sachin, I would like an updated version to the post since the UI has changed so much.  Not seeing the option to add a public reply under Actions and would love to implement this for our business.

    Any assistance would be great!

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