Messenger: Custom Message Templates
in progress
A
Adam Teo
Business problem:
- As a user, I want to create my own Facebook utility message templates on respond.io, so that I can send personalized messages suited to my business needs, better nurture and maintain leads.
Desired outcome:
- Create and manage custom Facebook utility message templates
- Enable more personalized and consistent communication
- Improve lead nurturing and retention
Use Cases:
- Sending tailored follow-ups to prospects
- Nurturing leads with predefined but customizable messages
The current workaround:
- N/A
A
Alyaa See
marked this post as
in progress
INDONESIA
This feature is critically needed and should be prioritized.
At scale, the lack of native Messenger custom message template support is not just an inconvenience — it directly limits the ability to operate customer engagement in a structured and controllable way.
For teams managing multiple markets and high conversation volumes, templates are a fundamental operational layer. Without them, we face:
Inconsistent messaging across agents and regions
Reduced efficiency in handling repetitive communication
Inability to standardize key touchpoints such as onboarding, follow-ups, and re-engagement
More importantly, this gap blocks us from building proper lifecycle management on Messenger.
Use cases like:
Post-inquiry follow-ups
Re-engagement beyond the 24-hour window
Marketing and conversion-driven messaging
are either inefficient or not scalable under the current setup.
Relying on external Meta processes to create templates is not a viable long-term solution. It introduces friction, slows down iteration, and creates unnecessary operational dependency.
If respond.io aims to position itself as a serious omnichannel platform, this capability should be considered a core requirement — not an enhancement.
Without this, Messenger remains a “limited channel” compared to WhatsApp in terms of structured communication and business scalability.
Strongly recommend prioritizing this in the roadmap.
N
Nabilah Binti Salleh
marked this post as
planned
H
Huy Bui
Previously, I used the "Broadcast Program" feature for the Messenger channel on Respond to maintain customer engagement. Currently, this is not possible because Meta's prescribed message templates contain content unsuitable for customer service activities.
In my opinion, this will diminish the effectiveness of Respond. I sincerely hope a solution to this problem will be found soon.
N
Nabilah Binti Salleh
Huy Bui: Thank you for explaining your use case so clearly.
We understand how the current limitations with Meta’s prescribed templates can impact your ability to effectively maintain engagement through Messenger broadcasts. We are currently looking into this, will keep you updated on the progress here!
Fahim Hossain Chowdhury
We need it & we also need the marketing template approval. Without it Broadcasting won't make sense for Messenger
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Nabilah Binti Salleh
Fahim Hossain Chowdhury: Thank you for sharing your thoughts.
We recognize how important marketing template approvals are for making Messenger broadcasting meaningful for you. We are currently looking into this, will keep you updated on the progress here!