Weāre excited to introduce Quick Replies, a feature that allows you to enhance customer interactions on Facebook and Instagram Messenger! Quick Replies provide predefined message suggestions that customers can easily tap to send, enabling quicker responses and a more efficient engagement experience.
Whats New?
šSetup Quick Replies:
- You can now set up Quick Replies within the Facebook Interactive Messenger or Instagram Interactive Messenger actions in workflows.
- Configure up to 13 quick replies, each with a maximum length of 20 characters.
- Quick Replies are displayed as predefined options on the customerās interface, allowing them to easily select and send a response with one tap.
- This feature guides the conversation, making it easier to engage customers and keep communication clear and structured.
Visibility and Functionality:
- Quick Replies are visible only as part of the most recent message and function as single-tap responses.
- Once a quick reply is selected, the customer cannot change their choice, ensuring a focused interaction.
- All available quick reply options will be displayed in the conversation, offering full visibility to the user.
- The selected reply will be highlighted in blue and will appear as a received message, ensuring users can clearly see the customer's selection and the context of the conversation.
Channel-Specific Conditions
- Facebook: You can add Quick Replies alongside buttons and images, providing more options for customer interactions.
- Instagram: You can either add buttons or Quick Replies in a message. Quick Replies can only be added when no attachments are included in the same message.
Why This Helps:
- Enhanced Engagement: Quick replies encourage faster and more efficient customer responses.
- Guided Conversations: Businesses can steer conversations in the desired direction by offering a set of relevant replies, helping them gather information or move the customer toward specific actions, such as booking, purchasing, or signing up.
- Clear Context: By displaying the quick reply options and the customerās selection, users can easily track the interaction and follow up as needed.