How to Manage Your Facebook Inbox for Client Conversations

Strong inbox habits turn clicks into appointments. Fast, friendly, and clear replies show that you care. A tidy inbox also stops leads from slipping through the cracks. This guide gives you a simple system to manage Facebook messages with confidence. It is written for property work, with steps that any person on your team can follow.

Why your Facebook inbox matters

• Many buyers and sellers prefer to message rather than call

• Fast replies lift trust and win more appraisals and inspections

• A clear inbox process reduces stress for you and your team

• Smart templates save time without losing the human touch

What lives in your inbox

• Buyer questions about a listed property

• Seller requests for a price guide or an appraisal

• Open home RSVPs and private inspection requests

• Rental enquiries and property management questions

• Referrals and community questions

• Spam or unwanted sales pitches

Set up the Meta Business Suite inbox

Use Meta Business Suite so you can manage Facebook, Instagram and WhatsApp in one place.

1. Open Meta Business Suite on desktop or mobile

2. Connect your Facebook Page

3. Connect Instagram and WhatsApp if you use them

4. Turn on notifications for messages and comments

5. Set business hours so people know when you are available

6. Add Page roles so the right team members can help

7. Create labels and saved replies which you will use in your system

Tip. Keep Page access secure. Use two factor authentication for all admins.

Build your simple inbox system

Create a clean flow so every message has a home and a next step.

• Stages

  • New

  • Waiting on client

  • Booked

  • Closed won

  • Closed lost

  • Nurture

• Labels

  • Buyer

  • Seller

  • Landlord

  • Tenant

  • Open home RSVP

  • Appraisal

  • Hot lead

  • Cold lead

  • Past client

• Response time goals

  • During hours reply within 15 minutes

  • After hours send an automatic reply and follow up next morning

• Ownership

  • Assign each conversation to one team member

  • Use notes inside the thread for quick context

  • If you hand over to a colleague write a one line summary at the top

Set up helpful automations

Automations help you respond faster while staying human.

• Instant reply

  • Warm greeting that sets expectations and invites a quick detail

• Away message

  • Friendly note with your hours and the next best action

• Frequently asked questions

  • Buttons for common topics so people can self serve

• Appointment prompts

  • Offer times for a call or a private inspection

  • Include a booking link if you use one

Keep all automated text short and friendly. Always invite a real conversation.

Create saved replies that feel personal

Saved replies are short message templates you can send in two clicks. Personalise each one with the person’s name, property address, date, and time.

• Buyer enquiry

  • Hi First name. Thanks for your message about 12 River Street. Are you free today after 4 pm for a quick call or would you like a private viewing tomorrow

• Open home details

  • Hi First name. The open home for 12 River Street is Saturday 10.00 to 10.30. Would you like me to send the contract and recent sales before you come

• Seller appraisal

  • Hi First name. I would love to help with a price guide for your home. What is the street address and number of bedrooms. When suits you for a 15 minute visit this week

• Rental enquiry

  • Hi First name. Thanks for your interest in 5 Bay Court. Please share your ideal move in date and number of occupants. I will send inspection times

• After hours auto reply

  • Thanks for your message. We are offline right now. We check messages at 8.30 am each day. If urgent please reply URGENT and your number

• Follow up after no reply

  • Hi First name. Just checking that you got my last message. Would you like a quick call or should I send more details here

• Handover to phone

  • This looks easier by phone. What is the best number and a time today

Your daily inbox routine

Use this simple rhythm to keep your inbox under control in less than 30 minutes a day.

• Morning sweep

  • Clear new messages

  • Book times and send details

  • Label and assign each thread

  • Move each message to the right stage

• Midday check

  • Reply to anything new

  • Nudge anyone who went quiet

  • Add notes to threads after calls

• End of day close

  • Make sure no hot leads are waiting

  • Send wrap up messages promised earlier

  • Update your CRM or spreadsheet

  • Plan tomorrow’s follow ups

Weekend plan. During open homes keep the phone in your pocket and use short saved replies to confirm arrivals and send addresses. After the opens, send a thank you and next steps.

Triage map for fast decisions

• Urgent

  • Safety or access issues at a property

  • Time sensitive buyer who is ready to offer

  • Handle within 15 minutes

• Normal

  • General questions and viewing requests

  • Handle same day

• Low

  • Newsletter sign ups or casual interest

  • Thank them and move to nurture

• Spam

  • Delete and block if needed

Handling buyer conversations

• Collect the basics

  • Full name

  • Phone number

  • Email if they agree

  • Ideal move in date and budget

• Qualify gently

  • Are you pre approved

  • Are you also selling

  • Have you viewed similar homes

• Move to action

  • Offer the next two inspection times

  • Provide contract and recent sales on request

  • Log interest level and any special needs

• Follow up

  • Same day thank you with a key point you learned

  • Next day check in with a helpful update such as a new time or a relevant listing

  • Set a reminder if they are not ready yet

Handling seller appraisal requests

• Reply fast with warmth

  • Thank them and show you value their time

• Gather context

  • Address

  • Bedrooms and bathrooms

  • Renovations or special features

  • Timing for selling

• Offer clear next steps

  • Two appointment times for a short visit

  • Offer a desktop price range if they prefer to start online

  • Confirm who will attend and how long it will take

• After the visit

  • Send a summary message

  • Share next steps and a simple checklist

  • Set a follow up date in your CRM

Handling rental enquiries

• Share inspection times quickly

• Ask move in date, number of occupants, pets, and employment

• Send application link if they are serious

• Respect privacy and never share personal details in public comments

Keep records and stay compliant

• Always ask for consent before adding someone to ongoing marketing

• Keep private information safe

• Do not share contracts or personal ID inside Messenger

• Move sensitive items to email or a secure portal

• Keep a simple record of advice you give in messages

• If someone asks to stop messages, confirm and update your lists

• Follow local privacy laws and your office policies

Team workflows that prevent dropped balls

• One owner per conversation

• Use a handover note when a shift ends

• Create a short playbook so everyone uses the same labels and saved replies

• Run a weekly ten minute review of tricky threads and wins

Handover note example. Buyer James. 12 River Street. Pre approved. Likes quiet street. Wants a second look Wednesday. I promised to send contract tonight.

Metrics that matter

Track a few numbers to improve service.

• Average first response time

• Number of conversations this week

• Appointments booked from Messenger

• Contracts sent or applications started

• Satisfaction signal such as a quick thumbs up reply

You can record these in a simple spreadsheet if your CRM does not sync with Messenger.

Troubleshooting common inbox issues

• You are not seeing messages

  • Check Page access and notifications

  • Update the app and log in again

• Messages are going to Message Requests

  • Check the Requests tab daily

  • Reply and add a label

• Too many repetitive questions

  • Add an FAQ button and a saved reply

  • Pin key information in a recent post

• Long back and forth in Messenger

  • Offer a call to solve it faster

  • Summarise decisions in one clear message

Copy and paste library

Feel free to edit these to match your voice.

• General greeting

  • Hi First name. Thanks for reaching out. How can I help today

• Property details

  • Hi First name. Here are the key details for 12 River Street. Three bedrooms. Two bathrooms. Two car spaces. Land 612 square metres. Would you like inspection times

• Open home follow up

  • Hi First name. Great to meet you today at 12 River Street. Do you have any questions or would you like a second look

• Offer interest

  • Hi First name. If you wish to make an offer I can send the steps now. What number should I use to call you

• Appraisal confirmation

  • Thanks First name. I have you booked for Wednesday at 4. I will bring recent sales and a simple plan. The visit takes 15 minutes

• Nurture check in

  • Hi First name. A quick note to share a new listing that fits what you described. Would you like the photos and inspection times

• Opt out

  • No problem. I have removed you from updates. If you need help in the future just message me here

Weekly ten minute improvement plan

• Review one conversation that went well and one that did not

• Update one saved reply to make it clearer

• Add one new FAQ based on recent questions

• Remove one label that no one uses

• Celebrate one win from fast and caring replies

Quick setup checklist

• Connect your Page to Meta Business Suite

• Add team members with the right access

• Turn on notifications and set business hours

• Create stages and labels that match your workflow

• Write five saved replies you will use every day

• Set instant and away messages

• Build a simple spreadsheet or CRM view for tracking

• Train the team on the daily routine

• Review weekly and keep improving

With this simple system your Facebook inbox becomes a powerful lead and service tool. You will respond faster, keep every conversation moving, and turn more messages into real appointments and happy clients.

Author Ken Hobson
ken@agentslibrary.com.au