Facebook has quietly launched a feature for businesses that will allow them to write, save and then re-use responses to common questions when messaging customers on the platform.
The feature is intended to save time when handling queries or responding to other customer service issues, such as complaints or feedback.
According to TechCrunch, the messaging interface on Facebook Pages will offer a simple tool that lets a Page administrator create a new reply, save it for later use, and search through their list of replies to find the one they need.
To use a saved reply, the administrator simply chooses it from the list and it automatically appears in the body of the email. Facebook has even offered up a few sample replies to get businesses started.
Administrators can also add personalisation options to insert the customer’s first or last name, their first or last name and the business’ website URL.
The feature is currently available to a select group of business owners in the US, with no official word on when it will be rolled out to the rest of Facebook’s business community.
Kirsten Robb is a former journalist at SmartCompany. Previously, she worked at News Corp as a property reporter for Leader Newspapers and the Herald Sun, and holds a Masters of Journalism at Melbourne University.
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