Facebook has been a messaging platform for many years. Friends can send private messages to each other and to groups of friends.
Did you know Facebook Pages have their own separate inbox? It’s designed for businesses to interact with customers. Visitors can ask a question or send a message through the “Message” button on your Page, and it’s up to the business owner or manager to check the Page’s inbox and respond. Those messages don’t appear in your standard, personal Messenger conversations.
Where to find your Page messages
Facebook has moved this a few times over the years. Today, Page messages live in Meta Business Suite: go to business.facebook.com (or open the Meta Business Suite app on your phone), choose your Page and open Inbox. You need admin (or messaging) access to the Page. If your Instagram business account is connected, its direct messages and comments show up in the same inbox, so one place covers both.
Respond quickly
I recommend checking your messages regularly and responding as soon as possible. Facebook may show visitors how responsive your Page is, such as “Typically responds within an hour.” That shows customers you care and that your business is active (not closed down). Meta Business Suite also lets you set up instant replies, away messages and answers to frequently asked questions, so customers hear back even when you’re busy.
It’s one more way to provide superior customer service. On top of texts, emails, calls and in-person requests, stay on top of your Facebook and Instagram messages. You may have a favorite way to communicate, but your customers will use them all. Don’t lose a customer because you never checked your messages! (And watch out for scam messages pretending to be from Meta; read is your Facebook account hacked?)
About the author
Leighton Smith is Pioneer Media’s website designer, web developer and webmaster, based in East Tennessee. As a solopreneur, he is each client’s one point of contact and has built hundreds of websites since learning to code in 2006.
