Manage your Facebook Page Messenger inbox with an AI assistant

Step 1: Set up Meta's own free tools first

AI sits on top of these; it doesn't replace them. In Meta Business Suite Inbox, look for these options (names and locations can change):

• Business hours on your Page, so customers know when you reply
• An Away Message for when you're closed (often found under something like Automations)
• Saved replies for your three everyday answers: 'got your message + next free day', 'ballpark range + happy to quote on site', and 'polite no / not our trade'
• A way to mark finished chats as Done, so the open list only shows live leads
• Optional: a greeting message for first-time contacts, if your account still offers it

Step 2: Write your Away Message

Keep it plain and give an emergency option. Example: 'Thanks for messaging [Business]. We're on the tools today and reply to messages between 7–8am and 4–5pm. For emergencies call [number].'

Step 3: Daily triage — copy the customer's words only

At smoko, open the Inbox and look at unread chats. Batch 5–10 at once rather than jumping at every ping.

For each new chat, copy just the customer's message. Take out full street address, card or bank details, IRD/TFN and licence numbers. Leave first name, suburb and the job description. Then paste it into your AI assistant with this triage prompt:

Copy this prompt and fill in the [square brackets]:

You help a [trade] in [town, NZ/AU] sort Facebook Messenger enquiries.
Read the message below. Reply with exactly these headings:
- Verdict: REAL LEAD / MAYBE / JUNK OR SCAM
- Why (one line)
- Name, phone, suburb, job (use "missing" if not given)
- Urgency: today / this week / pricing only / unknown
- Scam flags (if any)
- Suggested next step for me (not a full reply yet)
Do not invent details. Do not write a customer-facing reply yet.
Message: [paste]

Step 4: Pull out a tidy job card

Customers write things like 'Hi can u do a hot water? Im in Manurewa. Call 021…'. AI is good at turning that into a tidy card: first name, phone, suburb, job type, urgency, photos (yes/no) and source = Facebook Page.

Check the phone number digit by digit against the original — AI can mis-read numbers.

Copy this prompt and fill in the [square brackets]:

From this Messenger enquiry, extract a job card with: First name | Phone | Suburb | Job type | Urgency | Photos mentioned (Y/N) | Questions I should ask next.
If a field is missing, write "missing". Do not guess phone digits.
Message: [paste]

Step 5: Draft a reply — acknowledge and offer two times

For a real lead, ask for a short draft. AI writes it; you edit names, days and prices. Never let it invent a price, a licence number or 'we can do Friday' unless you said so.

Copy this prompt and fill in the [square brackets]:

Draft a short Messenger reply from a [trade] called [first name / business].
Tone: friendly, plain [NZ/AU] English, under 70 words.
Thanks them, confirm we cover [suburb], and offer these two visit windows only: [day/time 1] and [day/time 2].
Ask them to reply 1 or 2.
Do not invent prices or promise a finish date.
Customer notes: [paste summary card]

Step 6: Other replies you'll need

Ballpark only — use your own figures, never AI's:

Copy this prompt and fill in the [square brackets]:

Draft a Messenger reply. Give a range only using these figures I supply: [your range].
Say the final price depends on what we see on site. Invite a [20/30]-minute site visit.
Under 80 words. No guarantees. No discounts.
Notes: [paste]

Step 7: Ask for what's missing

If the phone number, suburb or a photo is missing, ask for just that — still you send it.

Copy this prompt and fill in the [square brackets]:

Draft a polite Messenger reply asking only for what's missing: [phone / suburb / clear photo of the problem / access notes].
One question at a time if several are missing. Under 50 words.
Context: [paste]

Step 8: Check suspected scams

Trust your gut. Not our trade or outside your area? Send a polite close. Suspected spam? Usually no reply at all — or a one-line 'No thanks' if you must.

Copy this prompt and fill in the [square brackets]:

Does this Messenger message look like a common small-business scam? List red flags in bullets. Recommend: ignore / one-line decline / report in Meta. Do not draft a reply that shares any of my business details.
Message: [paste]

Step 9: You approve and send, then log the lead

Read the draft once, make it sound like you, and send it from Messenger yourself (or save it as a saved reply). AI never gets your Page login.

Add the lead to your one list the same day: name, phone, suburb, job, source = Facebook, next step, date. Don't leave the only copy in the AI chat.

Step 10: Follow up once, then close it off

If they go quiet, send one polite nudge after 2–3 days, then stop. When the job's booked or politely closed, mark the chat as Done and put the job in your calendar or job app.

Copy this prompt and fill in the [square brackets]:

Draft a short follow-up (under 40 words) for a customer who enquired about [job] in [suburb] [2/3] days ago and went quiet. Friendly, no guilt, offer to close the file if they've sorted it.
Do not add a discount.

Step 11: Know when to pick up the phone

AI for speed and sorting. Phone for trust, emergencies and anything you'd rather not see screenshotted.

• Flooding, no power or a gas smell right now — call
• Angry or upset customer — maybe draft a calm opener, then call
• Negotiating price or scope — draft your points, then call
• Suspected scam — never call numbers from the scam message
• Booking a site visit — AI draft is fine, but call if they prefer it or it's urgent

Step 12: Privacy and safe habits (NZ & AU)

New Zealand: the Privacy Act 2020 sets principles for how businesses collect, store, use and share personal information (see privacy.org.nz). Australia: the Privacy Act 1988 and the Australian Privacy Principles apply to many organisations; some small businesses under the turnover threshold may be exempt, but careful handling still builds trust (see oaic.gov.au). This is general information, not legal advice.

If a message asks for bank details, passwords or a code from your phone — stop. Real customers don't ask for that in Messenger.

• A human approves every reply — no auto-send from AI into Messenger
• Paste only first name, suburb and job text
• Never paste card or bank details into an AI chat
• Watch for scam patterns: too-good-to-be-true jobs, odd payment links, gift card requests, 'Meta support' asking for login codes
• Clear old AI chats that hold customer phone numbers once the lead is logged