How do I set up saved replies and automatic messages on Instagram and Facebook?

Meta Business Suite brings your Facebook page's Messenger and your linked Instagram account's DMs into one inbox. Inside it you can create saved replies, short pre-written answers you insert with a click or shortcut. Write them for the questions you get most: opening hours, the address with a landmark such as "behind the F-10 Markaz petrol pump", delivery areas and charges, payment methods, how to book. Personalise them with the customer's name where the tool allows, and keep each one short enough to read on a phone.

Automated responses add another layer. An instant reply greets anyone who messages for the first time and can say what information you need from them. An away message tells people outside working hours when you will reply. Frequently asked questions can appear as buttons when someone opens a chat, letting them tap "Timings" or "Location" and get an answer straight away. Keyword-triggered replies can respond when a message contains a particular word. The exact options and menus change from time to time, so look under the inbox or automation settings in Business Suite.

Automation should support people, not replace them. Use it for routine information and to set expectations; let a person handle anything with nuance — a complaint, a custom order, a sensitive question. Review saved replies whenever prices, timings or Ramadan hours change, because a wrong automatic answer causes more trouble than a slow human one. When we take on community management we set up these replies from a month of your old chats, then a person answers everything the automation cannot, following the reply guide you approved.