What lands here
The Inbox holds private conversations, as opposed to public reviews and comments. That means Facebook Messenger threads for your connected pages, and Instagram direct messages where the Instagram account is linked to one of those pages.
Public comments stay on the Reviews page. If you are looking for a comment someone left on a post, it is not here.
Sarah W.
Are you open Sunday?
Liam P.
Thanks, that sorted it
Ava T.
Still waiting on a refund
Are you open Sunday?
We are, 9am to 3pm. See you then.
Finding the right conversation
- Search matches the person's name and the message text.
- Show unread only narrows to threads nobody has opened.
- Mine narrows to conversations assigned to you.
A conversation is marked read when you open it, for everyone. If two people are working the inbox, agree who owns it or use assignment.
Replying
Type in the box at the bottom and send. The message is posted from your page, so the customer sees the business, not you personally.
Replying needs a seat. View-only members can read conversations but not send. See roles and permissions.
The 24-hour messaging window
Facebook and Instagram only allow a business to reply for a limited period after the customer's last message, normally 24 hours. After that a reply will be rejected by the platform even though the thread is still visible here. This is a platform rule, not a Dinopix one, and there is no way around it. It is the main reason a send fails.
AI suggestions
You can ask for a suggested reply on a thread. It reads the conversation and drafts something in your brand voice. It is never sent for you: suggestions in the Inbox always require you to send them.
Assigning a conversation
Conversations can be assigned like any other work item, and they then appear under Messages in My Work. Teammates added as watchers also see it. This is how a shared inbox stops being a race.
Syncing
Messages arrive automatically, and Sync in the top right forces a fetch if you are waiting on something. If a whole page's threads are missing, the connection is the place to look rather than the inbox: see sync not working.