The Organic Response is the message that Paloma will send to any customer who directly messages your page for the first time.

In Messenger, this would be by either:

• Going to your Facebook Page and selecting Send message, or
• Going to Messenger.com and searching for your Brand in the Discovery section

In this response, we want to greet the customer, and provide navigation for what they can do.

In Instagram, this would be by either:

• Going to your Instagram page and selecting Send Message, or
• Tagging you in a story

⚠️ We don't currently recommending publishing a default response for Instagram at this time as Facebook is still working on improvements to the API to better understand the customer's intent.

This guide will focus on Facebook Messenger response for now 👇

Editing the Organic Messenger Response

We've setup a default experience for your Messenger response, which you can fully edit as needed.

To update your Messenger response:

• From the Paloma Dashboard, navigate to Experiences in the left hand menu
• Select Organic from the menu at the top of the page
• Select Messenger from the table
• Edit the copy in your text messages as needed
• Edit the cards
  • Upload images
  • Edit title and subtitle copy to make sense for your experiences and resources
  • Link any card buttons to conversations or websites as needed
  • Adjusting the navigation options for adding or removing cards

You're all set! Next, you may have noticed a navigation for customers to Talk to the Team – we'll help customers get support if they need it.

How to edit your Support Response →