Personalize Smart Responses to Customer Questions with Time Limits


The Smart Responses feature helps your bot become “smarter” by allowing you to write automatic responses to common messages your Facebook Messenger receives.

The biggest tell that a customer is chatting with an automated system is when they ask similar questions, they receive the same reply over and over. We built time limits for individual smart responses to help you stop this experience.

You can now add a time limit for each smart response you create. This allows you to create multiple smart responses and limit the amount of times it can be sent to a customer. 

By creating answers to common questions, you can alleviate the amount of time your customer support team spends within Facebook. For example, create responses that help customers asking about their order, return policy, or sizing!

This helps you customize the messages that you’re sending without worrying that a customer gets the same message within a certain timeframe.

This article was originally published by our friends at OctaneAI.

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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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