Introduction
With PromoRepublic's Inbox for Facebook, Instagram and Google Business Profile, you can become more efficient in managing incoming communication from different channels. This functionality enables you to process DMs, comments, questions and reviews in one place.
Customers increase spending on brands they follow on social media if they receive personalized and timely social responses. Writing replies manually might take a lot of time, especially when they are typical. To save you time and to make it more convenient for you, it is now possible to save replies and use them every time you need to answer an incoming question.
👉 NOTE:
Access to reply creation and management can be limited by user role.
Location roles such as owner and admin can create, edit, and delete saved replies.
Users with 'Member' and 'Client' roles can see and use them but not the rest of the mentioned options.
Creating a Saved Reply
Open one of your conversations and tap Reply.
Click on 💬 and then Create new.
It will bring up a window where you actually create it. Fill in the required information.
Come up with a clear and understandable name.
Feel free to use the AI help to write the reply text/
In the third field, select the locations for which the reply will be available.
Click on the Save button, and voila! Your Reply has been saved.
Once created, use the search bar to find it if you have many.
Managing Saved Replies
To manage your Saved Replies, navigate to the Saved Replies page and follow the next steps, such as below.
Open one of your conversations and tap Reply.
Click on 💬 and then Manage.
It will direct you to the page where you can see the list of replies created previously, or it can be empty in case none have been created yet.
Find the necessary one, and feel free to edit it or delete it if needed.
👉 NOTE:
Location owners and admins can delete replies even if they were created by someone else.
Saved Replies are filtered by Location. Each location has a certain number of Saved Replies, which agencies can use only in that location.
Creating Placeholders in Saved Replies
Saved Replies include Placeholders. The following is a list of supported fields:
{UserName} - Name of the user for whom the answer is intended.
{ReviewRating} - Page rating for the page you're responding from.
{ConversationChannel} - Conversation channel - review, comment, or direct message.
{PageName} - Page name for the page you're responding from.
{LocationAddress} - Address from your Location settings.
With this feature, you can create a saved reply personalized to each customer. Just follow these simple steps:
Navigate to the Saved Replies Manager.
Click on the big Create Reply button.
In the Reply Text box, click the {...} icon and choose the field you want to use from the dropdown.
Fill in the rest of the reply and hit save. That's it! Your first reply with Placeholder is ready to go.
Using Saved Replies with Placeholders
Regardless of whether you are in the Inbox or Reputation Manager, look for the Saved Reply icon and select your favourite reply with placeholders. You don't need to do anything else because we'll automatically update all the placeholders with the correct information.
If some fields can't be filled out because we don't have the info, don't sweat it. We'll give you a heads-up with a message: "Oops! {Field Name} isn't available right now."
If you've been using Dynamic Fields in your Location Settings, you might notice that they work differently as Placeholders in Saved Replies. With Placeholders in Saved Replies, we automatically grab information about your pages, custom settings, and location and use it to populate your responses. It's super convenient, so you don't have to update your replies whenever something changes manually.
If you have any further questions, please contact us at
[email protected].