Automating Facebook and Messenger messages with Bedones keeps your page responsive even when your team is unavailable. The agent answers frequent questions from your catalogue, follows the tone rules you give it and opens a ticket for the exchanges that need a human action. Automation becomes useful when it makes the conversation smoother, not when it replies at any cost.
Answer Facebook messages with the information in your catalogue
A message received from a Facebook page often starts with a simple question: “How much is it?”, “Where do you deliver?” or “Is this colour available?”. The quality of the reply depends on the data the agent can actually access. Centralise your items in the Bedones catalogue so the price, the variant, the description and the sales terms are not scattered between an old post, a note and a salesperson’s memory.
Create a unique, lasting retailer_id for every item. It makes it possible to tell similar references apart and to keep the right record when a product is renamed or a collection changes. Write a useful description, with the details your customers really ask about: material, dimensions, compatibility, colours, sizes, lead time or care instructions. Bedones learns automatically from these items and can use them on Messenger without starting over in every discussion.
When the catalogue is your source of truth, a customer coming from Facebook gets the same information as on Instagram, TikTok or WhatsApp. That consistency matters especially if a customer starts in the comments and continues in private. The guide to connecting the WhatsApp catalogue in Bedones explains how to prepare a base you can use across all your conversations.
Write short, natural Messenger replies
An effective Messenger message answers the question before adding context. The Bedones agent can state the price, confirm available information and ask the next useful question, such as the variant or the delivery city. It must not send a text presenting the whole shop when the customer asked about a single product. The conversation then keeps the customer’s pace and attention.
Describe your page’s voice in the instructions: informal or formal language, words to prefer, desired length, whether emojis fit and how to present lead times. The agent relies on that framework to stay consistent while adapting to the message it receives. This setup produces human replies, where many tools settle for long generic messages that make the customer feel they are talking to a form.
Naturalness does not allow the agent to invent. If it cannot find the product, the stock or the rule in the catalogue, it must ask for a verification rather than give a reassuring but false answer. Your page gains more from being transparent and attentive than from appearing available at the cost of a promise it cannot keep.
Open a ticket for the cases beyond the established rules
Tickets protect the Facebook and Messenger conversations that need more than product information. Refund requests, a damaged parcel, an order error, a request for a special invoice, a negotiation over a large amount or an unhappy customer must reach someone on your team. The agent can confirm that it understood the topic, collect the useful details and create the ticket so the customer does not have to repeat their story.
Also state the situations where the agent must hold back. It must not arbitrate a conflict, expose order tracking in a public space, accept a commercial exception, confirm a payment without a reliable status, or answer threatening content or a sensitive professional question. A clearly announced human follow-up is often the best reply. That ability to recognise its limits is what makes the agent more reliable.
At the start, review the tickets and the replies every day. You will learn which cases can be automated with a new catalogue detail and which must stay human. The corrections then serve every connected channel, which avoids training a different answer for the same situation on each app.
Keep one consistent experience from Facebook to WhatsApp
A Facebook page must not become a separate inbox. The same customer can comment on a post, open Messenger, then prefer to finish on WhatsApp. Bedones centralises the catalogue and the learnings so the agent recognises the products and keeps the same level of precision everywhere. You keep a consistent service without copying replies by hand between apps.
During the first week, read a few exchanges daily to adjust the tone, the product data and the ticket rules. Then extend your setup to WhatsApp messages, Instagram messages and TikTok messages. To set up your first connection, connect your page and add a few product records.