Instant reply
Sent automatically the first time someone messages your Page. Use it to say thanks, set a reply time and point to quick answers.
Facebook Messenger auto reply: how to set it up for your Page
You can set up a Facebook Messenger auto reply for your business Page for free in Meta Business Suite: open Inbox, go to Automations, and turn on an instant reply, an away message or frequently asked questions for Messenger. They answer people who message your Page, not comments on your posts or ads. Below are the steps, eight auto reply messages for an online store you can copy, and the timing rules Meta sets for business replies.
Updated 3 October 2026
How to set up a Facebook Messenger auto reply (step by step)
- Open Meta Business Suite on a computer (business.facebook.com) or in the Meta Business Suite app, and pick your Facebook Page.
- Go to Inbox.
- Open Automations. Depending on your account it is a lightning-bolt icon or a menu in the inbox.
- Choose Instant reply, Away message or Frequently asked questions, and tick Messenger as the platform (tick Instagram too if you want the same message there).
- Write the message. Keep it short, say when a person will reply, and add the link people usually need, such as tracking or returns.
- For an away message, set your hours or turn it on when you mark yourself away.
- Save, then test it by messaging your Page from a personal Facebook account.
The kinds of Messenger auto reply
Away message
Sent when you are marked away or outside your hours. Good for nights, weekends and public holidays.
Frequently asked questions
A few tappable questions shown when someone starts a chat, each with a set answer. Great for shipping times, returns and sizing.
Saved replies
Not automatic: ready answers you insert while replying in the Business Suite inbox, so you are not typing the same thing twenty times a day.
8 Facebook Messenger auto reply examples for online stores
1. Instant reply (general)
Hi there, thanks for messaging us! We reply to every message within a few hours (Mon to Fri, 9am to 5pm AEST). Shipping and returns info is here in the meantime: [link]
2. Away message (after hours)
Thanks for your message! We are offline right now and will reply first thing in the morning. If it is about an order, send your order number and we will jump straight on it.
3. Weekend or public holiday
Hi! The team is off for the public holiday and back on [day]. We will reply then. Orders placed now still go out on [day].
4. Where is my order?
Thanks for getting in touch! You can track your order any time here: [tracking page]. If it looks stuck, reply with your order number and we will check it for you.
5. Do you ship to me?
Good question! We ship Australia-wide and to New Zealand. Times and costs are here: [shipping page]. Anything else, just ask.
6. Someone messaging from an ad
Hi! Thanks for checking out [product]. All the details, sizes and prices are here: [link]. Tell us what you are after and we will help you pick.
7. Sale or launch day
Thanks for your message! It is a big day here, so replies may take a little longer. Everything about the sale is on this page: [link]
8. Returns
Sorry something is not right! You can start a return here: [link]. If the item is faulty, send a photo and your order number and we will sort it out.
The 24-hour rule for business replies
Meta lets a business Page reply freely within 24 hours of the customer's last message. After that, only a person can reply, for up to 7 days, using Meta's human agent option; after 7 days you have to wait for the customer to message again. An auto reply does not reset that clock for you, so the real answer still needs to go out quickly.
In practice: treat the auto reply as a polite 'we got it' and aim to answer properly the same day. Most buying questions, like 'is this in stock?' or 'will it arrive by Friday?', are worth the most in the first hour.
What about comments on your posts and ads?
Messenger automations only cover messages. Comments under your posts and ads are separate, and many buying questions are asked there. Some tools post automatic comment replies, but Meta has been restricting accounts that automate public comment replies, so we recommend replying to comments yourself and moving order details to Messenger. For the Instagram side, see how to set up an Instagram auto reply.
How Paperflower helps
Paperflower puts your Facebook and Instagram messages and comments, plus your support email, in one list, and writes a reply for each one using your brand knowledge and the customer's Shopify order. Messages that could be a sale go to the top, and it shows how much of Meta's reply window is left on each message.
For Messenger and email you check the draft and press Send. For public comments, Paperflower copies the reply and opens the comment on Facebook or Instagram so you paste and post it yourself; it never posts public replies for you. Sending messages and emails on its own is off by default, paid plans only, and refunds and complaints always come to a person. See how DMs work.
How Paperflower is different
Comments are a sales channel, not a chore
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Open Meta Business Suite, choose your Page, go to Inbox, then Automations, pick Instant reply or Away message, tick Messenger, write your message and save. Test it by messaging your Page from a personal account.
Yes. Instant replies, away messages, FAQs and saved replies are free in Meta Business Suite for anyone who manages the Page.
No. Automations are for Facebook Pages. A personal profile cannot send automatic replies.
Meta lets a Page reply freely within 24 hours of the customer's last message. A person can still reply for up to 7 days using the human agent option. After that you have to wait for the customer to message again.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Start Paperflower free
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.