UPDATE - May 1, 2020 at 12:00PM PT If you’re looking for up-to-date resources, tips, training and more to help you stay open and connected to customers during the coronavirus (COVID-19) outbreak, visit our Business Resource Hub. For other information about the programs and products we’ve designed for businesses, visit Facebook for Business.
UPDATE - March 3, 2016 at 10:00AM PT We’ve updated our messaging tips for Page Admins and given them their own page. Read the latest messaging tips.

Page messaging helps businesses conveniently connect with people about everything from customer services requests to questions about their product, service and business. Recently we launched new features for Pages messaging, including private and saved replies. As Page Admins consider turning on messaging for their Page or using new messaging features, you may wonder how best to use messaging as a business communication channel. Here are our recommendations on using messaging for Pages most effectively.
Turn on messaging when you’re ready
Page messaging is a feature that Page Admins can turn on and off for their Page, and once you enable messaging for your Page, people will expect you to respond. So turn on messaging only when you can commit to responding to messages. If you respond to 90% of messages within five minutes, you’ll earn a “Very responsive to messages” badge that tells Page visitors that you can be reached effectively through messaging. While we don’t expect every Page to meet this threshold, we recommend being as responsive as possible to build rapport with your customers. And, only the messages you respond to count toward your response rate. You can also turn off messaging (in Page settings) during your business’s off hours, if you like.
Write the way you’d speak to someone in person
Messaging is a direct and personal communication channel, so make sure your tone is friendly and respectful. Write to your customers in the same way that you’d speak to them in person. It’s also important to think about the context of messaging before you reply to or initiate a message with a customer. Messages are interruptive, meaning they get the attention of the recipient right away, so we suggest using messaging for matters that require immediate attention. For general marketing communications, consider boosting posts from your Page or running ads .
Be helpful and to the point
Facebook messages don’t have a character limit, but we still recommend keeping your messages short and to the point. Be clear about which question you’re answering and which action you recommend. And sign your messages with your name, not just the business name, to personalize the communication.
Limit saved replies to frequently asked questions
The new saved replies feature helps Page admins respond quickly to high volumes of messages asking similar questions. We recommend using them to respond to frequently asked questions, like your business hours and the details of your return policy. For one-off questions from people, send a personal reply.
Respond privately to sensitive questions
Page Admins can now reply with private messages to comments left on their Page, helping them respond to personal requests and handle customer-specific information more effectively. Use private replies for messages including billing questions, sensitive customer complaints, order statuses and other topics that include personal information. Continue to reply publicly to general business questions and requests, where your public answers will be useful to other Page visitors.
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The new Pages messaging features continue to roll out over the coming weeks. When you’re ready for people to reach out to your business through messaging, go to your Page settings to enable messaging for your Page.
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