Manage messages and reminders
Follow conversations, review automation, and check delivery status before assuming a client received a message.
Business sign-in and the appropriate permissions may be required.
On this page
When to use it
You want to answer a client, manage a reminder, or find out why a message did not arrive.
A conversation stays on its channel
A conversation stays on its channel
- 01Client writesOn an enabled channel
- 02Inbox receivesFind the conversation
- 03Review or replyUse your own words
- 04Send backThrough that channel
Approve access, return to Dino, and test receiving and replying.
Connect, then test both directions
- 01Choose accountInstagram or Page
- 02Approve accessSecure Meta sign-in
- 03Return to DinoCheck connection
- 04Test messagesReceive and reply
How to use it
- Open Inbox or Conversations and choose the client's conversation. Read the recent context before responding.
- Review the conversation's status, any linked appointment, and whether the assistant or your team is handling the next step. Global Search finds accessible records and tools; use Inbox search for message text or files.
- Check Connected channels and the client's contact route. Eligible booking and manual client emails use your active, verified Dino booking reply address when ready; matching replies can appear in Inbox. Otherwise replies use the responsible account's fallback mailbox. Check the actual Reply-To on the email or sender preview. Existing personal mail is not imported.
- For a manual reply, review the exact wording, conversation and contact route before sending. An AI suggestion or an item waiting for approval still needs human review; it is not a sent reply.
- For an eligible existing Chatwoot email conversation, open Scheduled replies, then Scheduling channels and limits. Use Review schedule to check the exact text, recipient, sender, local date, time and time zone; explicitly approve before Save schedule. A saved schedule is not a delivery receipt.
- If a schedule save or cancellation cannot be confirmed, use Check saved schedule request before another change, including after a reload. A confirmed result refers to that original request. If nothing was saved and the page permits a new review, refresh current details and review a new schedule. If someone changed it elsewhere, inspect the current schedule and review again; do not repeat the old approval.
- Read the message receipt after queueing. Queued means waiting to send; Sending means an attempt started; Accepted by provider or Accepted by relay means that service accepted it. Only an explicit delivery confirmation establishes confirmed delivery. Failed needs its stated recovery; Delivery uncertain needs a provider check before another send.
What to know first
- Live SMS and email depend on configured providers, account readiness, consent, and delivery conditions. Completing setup alone does not prove that messages are reaching clients.
- Sending can involve provider charges. Check the current account terms and provider costs; SMS should not be assumed free.
- A message being queued or accepted by an email provider is different from confirmed inbox delivery. Respect client opt-outs and communication preferences.
- A Dino booking address needs verified receiving and sending before replies route to Inbox. Creating an address does not import your existing personal email, and fallback replies may still go to your personal mailbox when Dino booking email is not ready.
- A web-chat reply stays in its existing browser or appointment conversation. It does not send an SMS or email notification. For an external follow-up, use an eligible phone or email route and review the recipient.
- Scheduled replies currently support one reviewed text reply on an eligible existing Chatwoot email conversation. Dino email, forwarded email, mailbox sync, SMS and recurring or bulk scheduling are unavailable in this control. Receiving a forwarded copy never authorizes sending as that mailbox.
- Schedules belong to you in the current business and conversation. Unsaved wording stays only in the current tab; recovery after reload identifies the original request and does not restore unsaved text. If recovery storage is unavailable, keep the draft and use Check recovery storage before trying to save.
- A held schedule needs its stated prerequisite resolved and a fresh review of currently permitted details. Access, consent, STOP, source changes, quiet hours and reply-window checks can still block queueing. Cancelling before queueing stops that schedule; an already queued or externally sent message cannot be unsent here. A missing receipt stays unknown, not delivered.
How it connects
Conversations provide context for appointments and client history. Booking and manual client emails can use the active verified booking reply address; marketing uses the sender and Reply-To reviewed for that campaign. Open Settings → Business email identity to preview seven example message types and their plain-text versions. Client messages use your published business logo and public contact details; account security messages use Dino’s identity. Newsletters retain their required business postal address and unsubscribe controls, and previously approved or queued content keeps its original design. Other message families may have their own reply route. Existing mail in personal accounts stays there. Reminder settings do not replace the appointment's current status.
A useful habit
Example: A confirmation shows your Dino booking address in Reply-To. A matching client reply can return to Inbox. A newsletter may have a different reviewed Reply-To, so check that campaign rather than assuming every email has the same route.
Common questions
What should I do if a scheduled reply save has an unknown result?
Use Check saved schedule request in that same account, business and conversation before saving again, including after reload. A confirmed result belongs to the original request. If the page confirms nothing was saved and allows a new review, refresh current details and review a new schedule. If it changed elsewhere, inspect the current schedule and review again. Do not repeat an old approval or assume a missing receipt means delivery.
Read the guide: Manage messages and remindersDoes queued or accepted by provider mean my client received the message?
No. Queued means waiting to send, Sending means an attempt started, and Accepted by provider or Accepted by relay records that service's acceptance. Only an explicit delivery confirmation establishes confirmed delivery. If the result is Delivery uncertain, check the provider outcome before another send; a failed or missing receipt is not proof of delivery.
Read the guide: Manage messages and remindersAre SMS messages and verification free?
Do not assume SMS is free. Sending depends on a configured provider and can incur provider charges or other account costs. Check the current communication setup and terms. Help articles do not establish free SMS or phone-verification service.
Read the guide: Manage messages and remindersWhere do replies to client emails go?
Check the actual Reply-To on that email. Eligible booking and manual client emails use an active, verified Dino booking reply address when ready, so matching replies can return to Inbox. Otherwise they use the responsible account's fallback mailbox. Marketing uses the sender and Reply-To reviewed for that campaign. Existing mail in personal accounts is not imported. A send receipt does not establish reply routing or delivery.
Read the guide: Manage messages and reminders