Automated replies to frequently asked questions on social channels

Purpose

1.1. Reduce manual effort by providing instant, accurate replies to common queries (opening hours, menu, location, halal status, reservations, delivery options) on all social media channels for Algerian restaurants.
1.2. Enhance customer experience, reduce wait time, and improve reputation with consistent 24/7 support.
1.3. Leverage advanced integrations to ensure every question receives a relevant answer based on approved information.

Trigger Conditions

2.1. New message/comment received on social channel containing keywords matching a predefined FAQ.
2.2. Direct Message with known question patterns (e.g., "Are you open now?" "Where are you located?").
2.3. User tags the restaurant or replies to a story/post with an FAQ-type question.

Platform Variants

3.1. Facebook Messenger
• Feature: Messenger Webhook Events
• Setting: Configure webhook for “message” events; set up auto-reply logic in app
3.2. Instagram
• Feature: Instagram Graph API - Messaging
• Setting: Configure webhook for “messages” and “comments”; define auto-responder rules
3.3. WhatsApp Business
• Feature: WhatsApp Cloud API - Message Webhooks
• Setting: Webhook for inbound text events; define response templates
3.4. Twitter/X
• Feature: Account Activity API - Direct Messages
• Setting: Set up webhook for DM events; auto-reply rules for question keywords
3.5. LinkedIn
• Feature: LinkedIn Messaging API
• Setting: Monitor inbox for FAQ phrases; configure auto-reply per trigger
3.6. Google Business Messages
• Feature: Business Messages API
• Setting: Register webhook for inbound queries; map FAQ triggers to responses
3.7. Telegram
• Feature: Bot API - onMessage
• Setting: Register bot; process “text” messages for keywords
3.8. Slack
• Feature: Events API (message.im)
• Setting: Listen for “message.im”; auto-reply with FAQ matching
3.9. Viber
• Feature: Viber Bot API - message event
• Setting: Enable webhook and match incoming text against FAQ
3.10. WeChat
• Feature: Message Management API
• Setting: Configure callback for user messages; implement trigger-action on FAQ keywords
3.11. Microsoft Teams
• Feature: Bot Framework - receiveMessage
• Setting: Register bot with Teams; auto-reply on matching FAQ
3.12. Discord
• Feature: Bot Webhooks (messageCreate)
• Setting: Connect bot to server; pattern-match and reply on event
3.13. Zendesk Sunshine Conversations
• Feature: Webhooks
• Setting: Process incoming messages via API; auto-reply on trigger
3.14. Intercom
• Feature: Inbox Automation Rules
• Setting: Set keyword-based auto-responses
3.15. Drift
• Feature: Playbooks API
• Setting: Configure playbook for keyword-triggered replies
3.16. Freshchat
• Feature: Automation Rules
• Setting: Set rules for FAQ detection and response
3.17. Twilio SMS
• Feature: Messaging Webhooks
• Setting: Trigger on inbound SMS; match text to FAQ; auto-reply
3.18. SendGrid Inbound Parse
• Feature: Inbound Parse Webhook
• Setting: Extract FAQ query emails; auto-reply logic
3.19. HubSpot Conversations
• Feature: Chatflow with bot triggers
• Setting: FAQ trigger phrases and associated replies
3.20. Zoho Desk
• Feature: Autoresponder in Tickets
• Setting: Auto-reply on incoming ticket with matched FAQ
3.21. LiveChat
• Feature: Chatbot Integration
• Setting: Integrate FAQ detection and replies in chat flow
3.22. MessengerPeople
• Feature: Rule-based Answer Bots
• Setting: Program rules for FAQ replies
3.23. Rocket.Chat
• Feature: Bot Scripts
• Setting: Match messages to FAQ patterns, send scripted response

Benefits

4.1. Boosts customer satisfaction by offering real-time responses, increasing return visits.
4.2. Frees up human staff to focus on complex or personalized requests.
4.3. Improves brand image with fast, consistent, and multilingual support.
4.4. Reduces missed opportunities—no unanswered messages, even during off-hours.
4.5. Provides valuable data on most-asked questions for further service improvement.