Default Reply on Messenger – Reflys Guide

Never Leave a Message Unanswered! With Reflys, the Default Reply acts like your business’s safety net. Whenever someone sends a message that doesn’t match a set keyword or trigger, they’ll still get a reply automatically.

Think like this: even if your chatbot doesn’t understand the question, the customer won’t be left hanging. That means better customer support, more engagement, and a more professional impression every time.

Whether you’re running ads, offering support, or answering FAQs, the Default Reply keeps the conversation going.

How to Set Up the Default Reply

Setting this up in Reflys is quick and simple. From your Reflys dashboard:

Step 1: Go to Automation

Click on:
Automation →  Basic → Messenger → Default Reply

Step 2: Create Your Automation

  • You can create a new automation from scratch. Once created, you’ll be taken to the Flow Builder to design the message flow.

Step 3: Edit your Message

By clicking on the message option, the left panel will open. You can add text, image, delay, data collection, and other steps from there, based on your requirements. 

  • You can choose to reply every time a user messages,
    or just once every 24 hours (to avoid spamming users).

Step 4: Preview and Set it to Live

Once you have successfully set up everything, save the changes and click the Set Live button to publish the automation. You can also preview it before publishing it to live.

Default Reply Limitations

Here are a few things to keep in mind:

  • Emojis typed manually by users can trigger the Default Reply
    But if a user selects an emoji from Facebook’s emoji picker, it won’t work.
    (That’s a limitation from Facebook, not Reflys.)
  • The Default Reply won’t show if it hasn’t been saved and set to live.

Troubleshooting Tips

If the Default Reply isn’t working, try this:

1. Refresh Permissions

Go to your Reflys Help section and refresh permissions.
Make sure you’re logged in as Admin or Page Owner.

2. Reactivate the Automation

  • Go to your automation
  • Turn the Default Reply OFF, then ON again
  • Click Set Live
  •  

3. Check Handover Protocol

  • If another app is connected to your Facebook Page (like Meta Inbox), it may be controlling the conversation.
    Set Reflys as the primary receiver by configuring the Handover Protocol properly, then refresh permissions again

Tips to Improve Your Default Reply

Want to make the most of this feature? Try these ideas:

  • Include contact info so users know how to reach you
  • Add Buttons or Quick Replies to guide users toward answers
  • Use a Start Automation step to continue the conversation naturally
  • Capture the user’s last message using Custom User Fields—you can even notify your team instantly

Use an Action block to alert admins when someone asks something important

Why the Default Reply Matters

A well-written Default Reply makes your chatbot feel smart, even when it doesn’t know the answer. It tells users:

“We’re listening, and we’re here to help.”

That builds trust, improves engagement, and keeps conversations flowing smoothly.

Need Help?

Still facing issues? No problem—just reach out to the Reflys Support Team, and we’ll help you sort it out.

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