Zendesk Support

How to create an auto reply for Facebook

January 25, 2017 20:46

I saw lately a couple of posts here that people are looking for a auto-reply function for the connected Facebook pages.
https://support.zendesk.com/hc/en-us/articles/226599587
https://support.zendesk.com/hc/en-us/community/posts/203597387

I've set this up for our account last month and will share it with you ... and yes, i am also interested in the Zendesk Swag offered in the january e-mail 😎

I will try to explain as simple as possible, if you need it more detailed please comment. But enough talked, let's start :)

Why I've implemented it?

We have around 3k tickets per month in our company, approx. 10% of them are via Facebook Messenger Channel. At a certain point this were simply too much tickets each month, which have not the same customer service experience as over the E-Mail or Help-Center channel, where we've set up dozens of automated service e-mails.

I think especially for Facebook messages, this missing feature is very critical for Zendesk, since customers expect an answer within minutes not hours.

Implementation

In fact it just consists of 2 parts:

Trigger for determining when it should be sent
Extension for posting a public reply

Trigger

Conditions

Integration Account: Choose your Facebook page (watch out if you are using global pages, they have all the same name!)
Ticket Is: of course only created when we are dealing with an auto-response
Tags: just in case i am adding a tag to prevent multiple auto-replies, since I remember a service outage where Facebook messages got fetched dozens of times.
Requester Tractive: This is a user flag I've added to all the "Users" of our Facebook pages (Every Facebook page has a user in Zendesk, which is used when you write a customer first, or somebody is replying via business manager), so that a message created from ort marketing team e.g. reply to a post with a PM does also not get an auto-reply.

Actions

Before sending the message, I am checking if the tag is not set already, to prevent duplicate messages as written before
I am using my Extension to update the ticket with a public reply.

Extension

This extension will update the ticket itself via an API call. I know this is not the proper way according to Zendesk documentation, however i saw plenty of forum posts which are using this for example to write internal notes from triggers.

Url:

https://YOUR.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=true

Attribute Name:

ticket[comment][body]

Basic Authentication

Username: e-mail address + "/token"
Password: create an API token in your settings

Voila, after you made this everything should work. 👍

I hope i could help you a little bit, in case there is something not understandable or missing please let me know 😃

Andreas

PS: In addition to the nice auto replies you have, the facebook page you manage will also get the very responsive badge quickly :)

Comments

14 comments

Dennis Killmer January 25, 2017 21:49

Thanks, Andreas! This worked perfectly for us.

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Andreas Schuster January 25, 2017 21:55

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

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Jennifer Rowe January 25, 2017 21:56

Thanks for sharing your tip, Andreas.

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

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Mike Cartwright May 01, 2017 06:09

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.

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Andreas Schuster May 01, 2017 19:37

Hi Mike,

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

Best,
Andreas

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Sachin Sabu August 31, 2017 09:20

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.

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Nicole - Community Manager August 31, 2017 19:11

Hey Sachin -

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

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Roman Kisil September 10, 2017 11:32

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

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Yanick Lacourse March 11, 2018 05:59

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 March 25, 2018 09:42

Thanks Andreas, this really saved me! :)

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Claudia Pelagatti April 10, 2018 09:54

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

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Andreas Schuster April 16, 2018 21:01

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.

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Claudia Pelagatti April 16, 2018 21:06

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.

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Kelsa Henry June 20, 2018 19:41

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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