Every Facebook message answered. Even the ones at 11 pm.

01How it works

1. Someone messages your Facebook Page, taps a button on an ad, or comments on a post.
2. Meta sends the event to our platform through the Messenger Platform webhook, connected to your Page.
3. If it's a common question (hours, prices, delivery areas, bookings), an instant reply answers it with buttons for the next step. If not, or if the person asks for a human, it goes straight to your team.
4. Your team sees one Slack thread per person, with their card matched to your CRM or accounting records. Replies in the thread go back to Messenger.
5. Lead form submissions go to your CRM and to Slack within seconds.

02What Meta allows, and when

Messenger is built around the customer starting the conversation.

• 24-hour window: after a person messages your Page, you can reply freely for 24 hours. Each new message from them resets it.
• Human agent follow-up: for a person replying to a customer, Meta allows a longer window (up to 7 days) on approved Pages, so an after-hours question can still be answered on Monday.
• After the window: only certain updates the person expects, such as a confirmed booking change or a post-purchase update, using Meta's message tags. No promotions.
• Marketing: recurring promotional messages need the person's explicit opt-in through Meta's marketing messages feature.

03Automation that helps, not traps

• Instant first reply that sets expectations: what you can help with, and when a person will answer.
• Ice breakers and a persistent menu for the top questions, so people tap instead of type.
• A way out, always. "Talk to a person" is on every automated message, and anything the bot doesn't understand goes to your team at once.
• After hours: one honest message with your hours and what happens next, never a loop.
• Your tone of voice: we write the replies with you and keep them short.

04Lead ads straight to your CRM

Facebook lead ads collect a form without leaving Facebook. The value is in how fast someone follows up.

• Each submission is sent to your CRM (HubSpot, Salesforce or your own system) the moment it arrives.
• It's posted to a Slack channel with the person's answers, so someone can call while they're still on their phone.
• Optional: an instant confirmation by Messenger, WhatsApp or SMS ("Thanks Sarah, Mia will call you within the hour").
• Every lead is tagged with the ad and form it came from, so you can see which ads bring customers, not just clicks.

05Comments on your posts and ads

• Private replies: Meta lets a Page send one private message to a person who commented, within 7 days. "Price?" or "Do you deliver to Manly?" gets a direct answer in Messenger, which often turns into a conversation.
• Public replies so other readers can see the question was answered.
• Moderation: keyword filters hide spam and abuse on your posts and ads.
• Comments that need a person are posted to Slack with a link to the post.

06Click-to-Messenger ads

Instead of sending people to a form or a website, these ads open a Messenger conversation. They work well for higher-consideration purchases where people have questions: services, quotes, bookings.

• The same instant reply and menu greet the person, tailored to the ad they clicked.
• Conversations are counted from ad to reply to sale, so you can judge the ad on revenue.
• The ad spend is billed by Meta to your own ad account. We don't mark it up.

07Ownership, access and setup

• You own the Page. We're added through Meta Business Suite with only the access the integration needs, and can be removed in one click.
• Setup: connect the Page (15 minutes with the Page admin), write the instant replies and menu, connect Slack and your CRM, test every path, go live. Usually within a few days.
• Documented: your team gets a one-page guide to the Slack inbox and the rules above.

08Reporting

Monthly, in plain English: conversations started, median first-response time (automated and human), leads by ad and form, conversations that became sales, and questions the instant replies should learn next.