When managing your Facebook page, it is important to keep all communications with your fans as consistent and timely as possible. Your customers often are using your page as a customer service outlet. By asking questions about a product, inquiring about a recent order, etc. Mostly through the private messaging feature. Facebook now rewards Business Pages for responding to these inquiries with a “Very Responsive to Messages” badge underneath your cover photo that your customers will see right off the bat.
To receive the badge, Facebook monitors your response rate and your response time within the past 7 days. Response rate is the percentage of initial messages your page responds to on the day they’re received. After the initial response, the messages are no longer monitored. The response time is the average time your page takes to respond to these first messages within that day. Facebook requires a 90% response rate and a median of 5 minutes response time in order to receive the badge. A very tall order!
Not everyone can have around-the-clock monitoring, and if you know that you or your team won’t be able to respond to communications for a few hours, it is beneficial to set your Page’s messaging status as Away.
To set your messaging status to Away:
- Click Messages at the top of your Page
- Click to turn on AWAY at the top
This way, your customers will know that it might take you some time to respond, and Facebook will not calculate this time in your response rate and time until your Away status is turned off. However, this is only true for up to 12 hours, so make sure you keep track!
As soon as you reach the required response rate and time, the badge will appear for all to see. Until then, these statistics will only be available for page admins to view.