Facebook is making it easier for businesses to reply to customer inquiries en masse. Business pages in some select areas are getting the ability to test out “Saved Replies,” a new feature which Facebook hopes will not only draw more businesses to the platform, but increase the activity of businesses that are inattentive to their pages. With Saved Replies, companies can create multiple static responses to use in specific customer situations, like a taking orders, confirming reservations, or thanking someone for their patronage.

To prevent the messages from sounding too canned, Facebook can auto-insert specifics called “Personalizations” such as the customer’s first and last name, your company name, or the replying administrator’s name. It appears as though businesses can create their own Personalizations and add them to messages like a mail form.
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https://www.slashgear.com/facebook-tests-saved-replies-letting-pages-streamline-customer-service-04386674/