Automatic replies to messages
Welcome messages, a default reply, answers to common questions, questions to tap, a chat menu and chat links, set up under "When someone messages you".
Updated
Open Setup and scroll to When someone messages you. These answers go out on their own in Messenger and Instagram DMs, inside the 24 hours Meta allows after their message. Each saves on its own.
If you see "Reconnect your accounts and allow messages to use these", reconnect the account on Accounts and allow messages. Your choices are kept until then.
| Setting | What it does |
|---|---|
| Welcome new people | The first message someone gets, with an optional button (text and link). On Messenger it also adds a Get Started button. |
| Default reply | For messages nothing else answered. At most once every 12 hours, and never while your team is talking to them. |
| Answer questions in DMs | Answers from your saved answers and brand details, only when CommentGate is sure. Anything else waits for you in Messages. |
| Questions to tap | Up to 4 questions people can tap when they open a new chat, each with its answer. Not shown on Instagram on computers. |
| Chat menu | Links or quick answers in the menu next to the message box, up to 5. Everyone sees the same menu. |
| Messenger greeting | The line people see on your Page's chat before they write. Messenger only. |
Answers for Answer questions in DMs come from Setup, Advanced, Replies, Knowledge and your brand details.
Chat links and QR codes
Make a link or QR code that opens a chat with you. Put it on packaging, inserts or ads.
- Under Chat links and QR codes, choose the Account.
- Give it a name under Name it. Use the same name in the campaign it starts, so the campaign runs when someone uses the link.
- Copy link, or Download QR code.
With a WhatsApp number connected, When someone messages you on WhatsApp offers Welcome new people, Answer from your saved answers (Off, Draft or Send), Default reply, Message templates and a Chat link and QR code that opens WhatsApp with a message typed in. Answers go out on their own within 24 hours of their message. See WhatsApp templates.
TikTok
TikTok has its own section. See TikTok messages.
Related
- The reply window on each platform Why you can only reply for a while after someone messages you, how long on Facebook, Instagram, WhatsApp and TikTok, and what to do once it closes.
- The Messages inbox Read and answer Messenger, Instagram, TikTok and WhatsApp messages with your team, mark conversations done, and work fast with the keyboard.
- WhatsApp templates: messaging after 24 hours Write a message template, get it approved by WhatsApp, and send it from a conversation once the 24 hours are up.
- TikTok messages: what works, and where TikTok business messaging needs a Business Account and TikTok’s approval, and is not offered for accounts created in the EU, the UK or Switzerland.
Still stuck?
Tell us what you were trying to do and what happened. A person replies, usually within one business day.