Guide to Quick Replies for Facebook & Instagram

Overview

The Quick Replies feature in Stack allows you to create predefined response prompts for Facebook and Instagram messages. This feature is designed to enhance communication efficiency, enabling businesses to respond swiftly to frequent inquiries and maintain customer engagement.

Setting Up Quick Replies

To set up Quick Replies in Stack, follow these steps:

1. Access Workflows:

   • Go to the Automation section in your dashboard.
   • Select Workflows at the top.
   • Choose Create Workflow or edit an existing one.

2. Configure Triggers:

   • Set up a trigger, such as a customer comment on a Facebook or Instagram post.
   • Specify the post if necessary.

3. Choose Messaging Options:

   • Select Reply to comment via DM or Reply via DM under Facebook’s interactive messaging options.
   • Ensure your template or Snippet is set up in the marketing section.

4. Add Predefined Options:

   • In the setup area, add buttons for predefined options. For example, you can add a button labeled “I have a question” that directs customers to call a phone number.

5. Configure Quick Replies:

   • Use the Workflow actions: Facebook Interactive Messenger and Instagram Interactive Messenger.
   • You can configure up to 13 quick replies, each with a maximum length of 20 characters.

How Quick Replies Work

Quick Replies are displayed as predefined options on the customer’s interface, allowing them to easily select and send a response with one tap. Here’s what you need to know:

• In the Conversations section, you can view all the quick replies below the message.
• The selected quick reply is sent as an inbound message and appears in blue on the conversations page.

Important Notes

• 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.

Channel-Specific Conditions

• Facebook: You can add Quick Replies alongside buttons and images, offering more interaction options.
• Instagram: You can include either buttons or Quick Replies in a message. Quick Replies can only be added when no attachments are included in the same message.

By using Quick Replies in Stack, you can streamline your communication process and enhance customer interactions on social media platforms.