Overview

Facebook Settings control message handling, routing, auto-responses, and customer engagement features for Messenger.

Configuration Areas:

• Greeting and welcome messages
• Auto-responses and away messages
• Routing rules and queue assignment
• Quick replies and templates
• Persistent menu
• Page settings and response time
• Analytics and reporting

Page Settings

General Configuration:

Page Information:

• Page Name: Displayed in Messenger conversations
• Page Picture: Shows as avatar in messages
• Response Time: Expected response time shown to customers
• Very Responsive Badge: Earned with 90%+ response rate, <15 min response

Messaging Status:

Status: Active
Connected Since: [Date]
Messages Today: 47
Response Rate: 94%
Average Response Time: 8 minutes
Badge: Very Responsive ✓

Configuration:

1. Navigate to Messaging → Facebook → Settings
2. Select your Facebook page
3. Configure general settings
4. Save changes

Greeting & Welcome Messages

"Hi! Thanks for contacting [Business Name]. How can we help you today?"

"Hi {{'{{first_name}}'}}! 👋 Welcome to [Business Name]. We're here to help!"

"Hello! Thanks for reaching out. What brings you here today?

Tap below to get started:"
[Quick Reply Buttons below]

"Get Started" button shows:

👉 Track My Order
👉 View Products
👉 Contact Support
👉 Store Hours & Location

"Thanks for your message! An agent will respond within a few minutes."

"Thanks for contacting us! We're currently closed. Business hours: Mon-Fri 9am-6pm. We'll respond when we reopen."

"Hi! We received your message. Current wait time: ~3 minutes. An agent will be with you shortly."

Routing Configuration

Queue Assignment:

Default Routing:

All Facebook Messenger messages → Customer Support Queue

Keyword-Based Routing:

Message contains "order" or "shipping" → Order Fulfillment Queue
Message contains "refund" or "return" → Returns Queue
Message contains "technical" or "not working" → Tech Support Queue
Message contains "sales" or "pricing" → Sales Queue
Default → General Support Queue

Button-Based Routing (from persistent menu or quick replies):

Customer clicks "Track Order" → Order Queue
Customer clicks "Tech Support" → Technical Queue
Customer clicks "Sales" → Sales Queue
Customer clicks "General Help" → Support Queue

Time-Based Routing:

Monday-Friday 9am-6pm → Sales Queue (5 agents)
Monday-Friday 6pm-9pm → After-hours team (2 agents)
After 9pm → Auto-response only (no routing)
Weekends → Weekend support (3 agents)

VIP/Priority Routing:

Customer is VIP (tagged in CRM) → VIP Queue (priority handling)
Customer has open high-value order → Priority Queue
First-time customer → Lead Generation Queue
Returning customer → Account Manager (if assigned)

Configuration:

1. Messaging → Facebook → Routing
2. Default Queue: Select primary destination
3. Add Routing Rules:
   • Rule name
   • Condition (keyword, button, customer attribute, time)
   • Destination (queue or agent)
   • Priority (1-10)
4. Order rules by priority
5. Test routing with sample messages
6. Save configuration

Quick Replies & Templates

Quick Reply Buttons:

Example - Customer Service Menu:

Agent: "How can I help you today?"

Quick Replies:
[📦 Track Order] [💰 Refund Status] [📞 Call Request] [ℹ️ More Info]

Example - Appointment Confirmation:

Agent: "Your appointment is scheduled for tomorrow at 2pm. Please confirm:"

Quick Replies:
[✅ Confirm] [📅 Reschedule] [❌ Cancel]

Template Library:

Greeting: "Hi {{'{{name}}'}}! Thanks for contacting us. How can we help?"
Order Status: "Your order #{{'{{order_id}}'}} is {{'{{status}}'}}. Tracking: {{'{{tracking_url}}'}}"
Appointment Reminder: "Reminder: You have an appointment {{'{{date}}'}} at {{'{{time}}'}}"
Payment Received: "Payment of ${{'{{amount}}'}} received. Thank you!"
Feedback Request: "How was your experience? Rate us 1-5:"

Configuration:

1. Settings → Facebook → Templates
2. Click Add Template
3. Template details:
   • Name: "order_status_update"
   • Category: Notifications, Support, Sales
   • Content: Enter message with variables
   • Quick Replies: Add up to 13 buttons (optional)
4. Save template

Using Templates:

1. In conversation, click Templates
2. Search or select template
3. Variables auto-fill from customer/order data
4. Edit if needed
5. Send

Persistent Menu

Always-Available Menu (hamburger icon in Messenger):

Example Menu:

☰ Menu

🏠 Home
   "Take me to homepage" → Opens website
   
📦 My Orders
   "Check order status" → Routes to order queue
   
💬 Contact Support
   "I need help" → Routes to support queue
   
📍 Find a Store
   "Store locations" → Opens store locator
   
ℹ️ About Us
   "Learn more" → Opens about page

Menu Types:

Web URL Actions:

Button: "Shop Now"
Action: Opens https://yourwebsite.com/shop

Postback Actions:

Button: "Track Order"
Action: Sends "I'd like to track my order" → Routes to order queue

Nested Menus:

Main Menu:
  🛍️ Shopping
    → Browse Products
    → View Cart
    → Check Out
  💬 Support
    → Order Help
    → Returns
    → Contact Agent
  📚 Resources
    → FAQ
    → User Guide
    → Blog

Configuration:

1. Settings → Facebook → Persistent Menu
2. Enable persistent menu
3. Add menu items (up to 3 at top level):
   • Item text (30 chars max)
   • Action type (URL, postback, nested menu)
   • Action value
4. For nested menus:
   • Add sub-items (up to 5 per menu)
5. Preview menu
6. Publish
7. Menu appears in all conversations

Best Practices:

• Keep menu simple (3-5 items)
• Use clear, action-oriented labels
• Most common actions at top
• Include support option
• Test all menu items
• Update based on usage analytics

Auto-Responses

Away Message:

After Business Hours:

"Thanks for your message! We're currently closed.

Business hours: Mon-Fri 9am-6pm
We'll respond when we reopen.

For urgent issues, call: 555-1234"

Weekend Message:

"Thanks for reaching out! Our team returns Monday at 9am.
We'll respond to your message then."

Holiday Message:

"Happy Holidays! We're closed for [Holiday] and will return on [Date].
We'll respond to your message when we reopen."

Configuration:

1. Settings → Facebook → Away Message
2. Enable away message
3. Set schedule:
   • After hours (Mon-Fri after 6pm)
   • Weekends
   • Holidays (specific dates)
4. Enter message for each schedule
5. Include:
   • Business hours
   • When they'll get response
   • Alternative contact for urgent
6. Save

Keyword Auto-Responses:

"hours" → "We're open Mon-Fri 9am-6pm, Sat 10am-4pm, closed Sunday."
"location" → "We're at 123 Main St. [Google Maps Link]"
"return" → "Returns accepted within 30 days. Details: [URL]"
"shipping" → "Free shipping on orders $50+. Standard delivery 3-5 days."

Message Tags

Using Message Tags (for messages after 24-hour window):

Allowed Tags:

CONFIRMED_EVENT_UPDATE:

Use for: Event reminders, updates, cancellations
Example: "Your appointment tomorrow at 2pm is confirmed."
Restrictions: Must be about confirmed event

POST_PURCHASE_UPDATE:

Use for: Shipping notifications, delivery updates, receipts
Example: "Your order #12345 has shipped! Track: [link]"
Restrictions: Must relate to recent purchase

ACCOUNT_UPDATE:

Use for: Account changes, password resets, security alerts
Example: "Your password was changed successfully."
Restrictions: Must be account-related update

Configuration:

1. Settings → Facebook → Message Tags
2. Enable message tags
3. Configure auto-tagging:
   • Order updates → POST_PURCHASE_UPDATE
   • Appointment reminders → CONFIRMED_EVENT_UPDATE
   • Account changes → ACCOUNT_UPDATE
4. Manual tagging:
   • When composing message after 24 hours
   • Select appropriate tag
   • Facebook validates tag usage
5. Save

Customer Experience Settings

Typing Indicators:

• Show "..." when agent is typing
• Set realistic expectations
• Enable/disable per conversation

Read Receipts:

• Show when message is read
• Customers see when agent read message
• Can't disable (Facebook default)

Response Time Display:

"Very responsive to messages"
"Typically replies within minutes"
"Typically replies within hours"
"Typically replies within a day"

Customer Info Display:

• Show customer Facebook name
• Show profile picture
• Show locale/timezone
• Show previous conversation history

Analytics & Reporting

Key Metrics:

Response Metrics:

• Response rate: 94%
• Average response time: 8 minutes
• Messages within 15 min: 87%
• Messages within 1 hour: 96%
• Very Responsive badge: ✅ Earned

Volume Metrics:

• Messages received: 247 (today)
• Messages sent: 318 (today)
• New conversations: 43
• Returning customers: 68%
• Peak hours: 10am-12pm, 2pm-4pm

Engagement Metrics:

• Quick reply usage: 34%
• Persistent menu clicks: 12%
• Ice breaker usage: 67% (first-time)
• Average messages per conversation: 8.3
• Resolution time: 12 minutes average

Quality Metrics:

• Customer satisfaction: 4.7/5
• Blocked messages: 0.2%
• Reported messages: 0.1%
• Quality score: Excellent

Reports Available:

1. Daily Summary: Volume, response time, resolution
2. Agent Performance: Per-agent metrics
3. Response Time Analysis: Hourly breakdown
4. Customer Satisfaction: CSAT scores and feedback
5. Conversation Analysis: Common topics, keywords
6. Quick Reply Performance: Most used buttons
7. Menu Analytics: Persistent menu click rates

Compliance & Quality

Facebook Messenger Policies:

• Respond within 24 hours (recommended)
• Maintain 90%+ response rate
• No spam or unsolicited messages
• Respect customer privacy
• Follow Community Standards

Quality Monitoring:

• Track response time daily
• Monitor block/report rates
• Review flagged conversations
• Agent quality checks
• Customer feedback review

Best Practices:

• Respond quickly (<15 min ideal)
• Professional, friendly tone
• Personalize using customer name
• Use rich media appropriately
• Clear next steps
• Request feedback politely

Troubleshooting

Low Response Rate:

• Add more agents during peak hours
• Enable instant replies
• Use chatbots for common questions
• Set up after-hours auto-responses
• Monitor queue wait times
• Escalate to supervisors if needed

Slow Response Time:

• Increase agent capacity
• Improve routing efficiency
• Use templates for common responses
• Enable quick replies
• Reduce agent concurrent conversations
• Monitor peak hour patterns

High Block Rate:

• Review message quality
• Reduce message frequency
• Ensure relevance
• Don't be pushy
• Respect customer responses
• Improve content

Greeting Not Showing:

• Verify greeting enabled in settings
• Check character limit (160 max)
• Test with new conversation
• Clear cache and retry
• May take up to 24 hours to update

Best Practices Summary

Response Strategy:

• Acknowledge within 5-15 minutes
• Use instant replies for immediate acknowledgment
• Set clear response time expectations
• Follow through on promises
• Maintain very responsive badge

Content Quality:

• Professional but conversational
• Use customer's name
• Short, clear messages
• Appropriate emojis and formatting
• Proofread before sending

Automation Balance:

• Automate acknowledgment and routing
• Use chatbots for FAQs
• Escalate to humans for complex issues
• Never sacrifice experience for automation

Customer Engagement:

• Proactive updates (orders, appointments)
• Use quick replies for easy responses
• Persistent menu for self-service
• Request feedback appropriately
• Thank customers

Next Steps

1. Configure Greeting: Set up welcoming first impression
2. Create Templates: Build library of common responses
3. Set Up Routing: Route messages to appropriate teams in Message Queues
4. Enable Auto-Responses: Configure instant replies and away messages
5. Design Persistent Menu: Create helpful always-available menu
6. Train Team: Familiarize agents with Facebook features
7. Monitor Metrics: Track response time and maintain Very Responsive badge