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An automatic reply set in Meta Business Suite can appear on Instagram or Messenger even when an agent is connected in Eva.

What you will get

You will find the Meta automation and edit its text or turn it off.

Requirements

  • Access to the Facebook Page and its linked Instagram account, if applicable.
  • Permission to manage that Page’s messages in Meta Business Suite.

Check the reply in Meta

1

Open the inbox

Open the Meta Business Suite Inbox and choose the correct Page.
2

Open automations

In the Inbox, open Automations, then Instant reply.
3

Choose what to do

Check whether Messenger or Instagram is selected. Change the text and save, or turn off Instant reply.
Check other active Inbox automations if the customer sees different text.

How to know it worked

Send a test message from another account to the affected channel. The old automatic reply should no longer appear, or it should show your saved text.

If something goes wrong

If Automations is missing, check that you selected the right Page and ask its administrator for access. If two replies still appear, contact support with a screenshot of the test message.

Next steps