Instant Replies

Prewritten, automated messages pop up the instant a user or follower makes contact through direct messages or chat features on a social media platform. These messages—the 'Instant Replies'—are a way for brands, businesses, and content creators to A) be present and acknowledge a user's inquiry and B) give the impression that there are 'real' responses on the way when, in fact, the first contact was made with an automated system. Instant Replies largely function as a way to maintain customer service on social media even when the human element is unavailable.

And they do this with a veneer of personalization—the automation here is quite sophisticated. But aside from seeming 'real,' these Instant Replies are just one step above the sign that says, 'Please pardon our appearance; we are digitally remodeling. No, really, a team member will be in touch soon!