Messaging
Basics
You'll need to be an admin to turn messaging on or off for your Page. If you're an admin:
  1. Click Settings at the top of your Page
  2. From General, click Messages
  3. Click to check or uncheck the box next to Allow people to contact my Page privately by showing the Message button
  4. Click Save Changes
When messaging is on, a moderator, editor or admin can send a private message from the Page to anyone who's sent the Page a message. Private messages can also be used to respond to comments on a Page's post.
Keep in mind that Pages can't send messages to other Pages or to people who have blocked the Page.
Learn how to turn chat on or off for your personal account.
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To see your Page's messages, click Messages or Inbox at the top of your Page.
Learn how to turn on messaging for your Page.
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Your Page's Messenger code is a unique code you can download and share to help people easily message your Page. When people scan your Page's code using the Messenger app, they'll start a conversation with your Page.
To download your Page's Messenger code:
  1. Click Messages or Inbox at the top of your Page
  2. Clickin the bottom left
  3. Click Messenger Code
  4. Click Download and select an image resolution
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Replying to Messages
You'll need to be an admin, editor or moderator to reply to your Page's messages. Keep in mind that messages your Page receives won't appear in a chat like messages that you send and receive from your personal account. To see and respond to your Page's messages, you'll need to first go to your Page.
To reply to a message:
  1. Click Messages or Inbox at the top of your Page
  2. Click the message on the left you want to reply to
  3. Enter your reply at the bottom and click Send
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You can create saved replies to use as templates when you respond to your Pages's messages.
Create, Edit and Delete Saved Replies
To create a saved reply:
  1. Click Messages at the top of your Page.
  2. Click in the bottom right, then click Manage Replies.
  3. Click Create Reply.
  4. Enter the reply title and message. You can also add an image or personalize the reply.
  5. Click Save reply.
To edit or delete a saved reply:
  1. Click Messages at the top of your Page
  2. Click in the bottom right, then click Manage Replies
  3. Click the saved reply you want to edit or delete
  4. Edit your reply, then click Save reply or click Delete to delete it
Use a Saved Reply in a Message
To use a saved reply in a message:
  1. Click Messages at the top of your Page
  2. Click the conversation on the left you want to reply to
  3. Click at the bottom, then click the saved reply you want to use
  4. Click Send
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Managing Your Messages
This feature isn't available in the new inbox. To use the old inbox, click in the upper left of the new inbox, and then click Use Previous Version.
You can create and apply labels to your Page's messages to organize them by category, topic or importance. You can apply more than one label to a message, and you can filter your Page's inbox to see all messages with that label.
To create a label:
  1. Click Messages at the top of your Page
  2. Click Add & Manage next to Labels on the right
  3. Enter the name of the label, then click Add
To apply a label to a conversation:
  1. Click Messages at the top of your Page
  2. Click a conversation on the left
  3. Below Labels on the right, begin typing the label you want to apply, then select it from the list that appears
To filter your Page's inbox by a label, click Filter By and select a label.
To manage all of your Page's labels, click Add & Manage next to Labels on the right. From here, you can click to change a label's color or click Delete to delete it. Deleting a label won't delete messages with that label.
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Away Messages & Instant Replies
You can set your Page’s messaging status to away for up to 12 hours. Anyone can see that your Page is away in the About section on the right side of your Page.
To set your Page's messaging status to away:
  1. Click Inbox or Messages at the top of your Page
  2. Click to turn on Away in the bottom-left corner
Learn how to automatically set your Page's messaging status to away when your business is closed.
Note: Messages received when your Page is away aren't included in your Page's response rate or response time.
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Instant Replies are messages sent automatically as your Page's first response to new messages. For example, you can use your Instant Reply message to let customers know that you'll get back to them soon or to thank them for contacting your Page.
To turn on Instant Replies for your Page:
  1. Click Settings at the top of your Page
  2. Click Messaging in the left column
  3. Below Response Assistant, click to select Yes next to Send Instant Replies to anyone who messages your Page
  4. To change your instant reply message, click Change, update the message and click Save
To turn off Instant Replies:
  1. Click Settings at the top of your Page
  2. Click Messaging in the left column
  3. Below Response Assistant, click to select No next to Send Instant Replies to anyone who messages your Page
Note: Instant Replies aren't sent when your Page's messaging status is set to Away and aren't included in your Page's response rate or response time.
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You can create a customized greeting from your Page that will appear in Facebook messages and in the Messenger app for iPhone, iPad and Android when someone begins a conversation with your Page for the first time. Your Page's greeting will appear before any messages are sent.
To create a Messenger greeting:
  1. Click Settings at the top of your Page
  2. Click Messaging in the left column
  3. Below Show a Messenger Greeting, click to select Yes
  4. Click Change, edit the greeting, then click Save
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Responsiveness
The Very responsive to messages badge shows people which Pages respond quickly and consistently to private messages. To get the badge, your Page must have achieved both of the following over the last 7 days:
  • A response rate of 90%
  • A response time of 15 minutes
When your Page has the badge, anyone can see it. When your Page doesn't have the badge, only people who help manage your Page can see responsiveness info on your Page.
Learn how response rate and response time are defined for your Page.
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Response rate is the percentage of new messages to your Page that are sent an initial response on the same day. Response time is the average time it takes your Page to send initial responses to new messages in one day.
Keep in mind that:
  • Response rate and response time are based only on your Page's first reply in a conversation, not follow-up messages in the same conversation that day
  • If you receive messages when your Page's messaging status is set to away, the responsiveness metrics for those messages will be calculated based on the time at which your Page becomes available again
  • Instant Replies and messages marked as spam don't count toward your Page's response rate or response time
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