Instagram Tests New FAQ Option For Business Accounts

by | Dec 3, 2020 | Blog, Smirk's Take, Social Media

The social media giant is following in Facebook’s footsteps by introducing a frequently asked questions (FAQ) feature. Some Instagram business accounts will now have the option to present up to four clickable questions when users go to direct message the account.

Streamlining Communication with Your Audience

While still in the testing phase, this new feature will give brands the ability to deliver automated answers to the questions they receive most often, such as hours of operation, product recommendations or shipping costs.

The move is in line with Mark Zuckerberg’s plan to integrate all of his messaging services — Facebook Messenger, Instagram and WhatsApp.

Every Minute Counts

With 80% of customers expecting a brand to reply on social media within a 24 hour period, time is of the essence. Getting a headstart with an automated response to FAQ could help improve your response time in the long run, especially if you don’t have someone actively monitoring your Instagram page.

Empathy and Customer Loyalty

While this is a great resource, it can’t replace real human connection. Addressing concerns and questions (especially those your FAQ doesn’t cover) with an empathic and personal approach is essential to successful reputation management.


Simply not answering any messages on social media as a brand is the wrong move. It’s been proven countless times. Don’t let your business become the next DoorDash and develop a reputation for ignoring public concerns. Responding thoughtfully to comments, messages and reviews is an easy, immediate way to show your customers that you’re listening.

Lee Emerson
Smirk Client Service Director

Empty Your Inbox

Are you having a hard time juggling the volume of messages your brand gets on a daily or weekly basis? Arrange a quick chat with a Smirk team member to see if you’re a good fit for Active Response, our system for executing dynamic digital customer service through social media and online review platforms.