Before you start
- A VIP workspace that is already set up — the VIP Facebook page connected and the VIP audience property created. See "Set Up a VIP Workspace".
- For the richest User panel, user properties arriving through the Audience API; without them the properties section will be sparse.
- 1
Open Super chat
In the left sidebar under VIP tools, click Super chat. The workspace view selector sits at the top-left, so check it is showing the VIP club you mean.
What loads is your Facebook Messenger conversations with that club’s VIPs. Replying here sends a real Messenger message, and anything you or a teammate sends from Messenger itself shows up in the thread too — there is one conversation, viewed through a better window.
Four panels fill the screen: Inbox on the left lists conversations, Conversation in the middle is the thread, AI Assistant drafts replies, and User on the right is everything Dynamo knows about the person. Each header has a collapse control if you want more room for the others.
Tip: Because these are Messenger threads, Meta’s messaging rules still apply — most visibly the window that limits when you can send a normal reply. Step 4 covers what happens once it closes.
The four panels: Inbox, Conversation, AI Assistant, and User. - 2
Work the Inbox
Search conversations finds a thread by name or content. The two dropdowns beneath sort the list (Last Message by default) and filter it. Four tabs narrow further: All, Unread with its count, Starred, and Labels.
Select all with the checkboxes turns on the bulk actions in that row — mark read, mark unread, and export. Each conversation row has its own quick actions on the right: star it, mark it as VIP, copy, and open notes. A green dot on the notes icon means a note already exists.
Tip: Rows show any AI labels underneath the message preview, so you can often triage from the list alone without opening the thread.
The Inbox: search, sort, tabs, bulk actions, and per-row controls. - 3
Filter and manage AI labels
The Labels tab is where triage really happens. It opens a Manage Labels section with an AI Labels switch — "Enable AI-powered labels" — that turns automatic tagging on or off for the workspace.
Below it, every label is listed as a coloured chip with a Show toggle: click a chip to filter the inbox to it, or flip its toggle to hide it from the list. Typical labels are Support, Frustrated, Waiting for reply, About to churn, Health issue, Major life event, Celebrating birthday, and New pet. Create new AI label adds another, and the trash icon on a chip removes it.
Tip: This is the same set of labels the VIP Overview counts on its cards, so a label you add here becomes something you can track on the dashboard.
Manage Labels: the AI switch, Create new AI label, and the chips. - 4
Read the conversation
The Conversation panel shows the thread with the person’s name and the time of the last message at the top, plus star and mark-unread controls. The In-app activity toggle turns the inline activity dividers on and off — those "100 events · date" rows that show what the player was doing between messages.
Incoming messages carry small coloured chips for the AI labels applied to them, and a sparkle button beside each one hands that message to the AI Assistant. Watch for the pink notice under the reply box: when it reads "The 7-day messaging window has closed. Messages will be sent as broadcasts," a normal reply is no longer possible.
Tip: That window is Messenger’s rule, not Dynamo’s — it starts from the VIP’s last message. Once it closes, what you send is a broadcast and subject to broadcast rules, so replying promptly is what keeps an ordinary conversation open.
A thread, with labelled messages and the closed-window notice. - 5
Check in-app activity
Clicking an activity divider opens the In-app activity popover for that gap in the conversation. It lists each event with its timestamp — app opens, purchases, and whatever else your platform reports.
The All activities dropdown filters by event type, and the footer totals what is in view: spend on the left, opens on the right. Purchases are highlighted in green so they stand out from ordinary events.
Tip: Read this before replying to a complaint. Knowing someone opened the app three times and bought twice this morning changes what the right answer is.
In-app activity for one gap in the thread, with a totals footer. - 6
Reply with templates and rich messages
The toolbar under Reply here… holds the sending tools: emoji, saved replies, attachment, rich message, a discount action, and a quick thumbs-up.
Saved replies opens your template library — searchable, sortable by creation time, each editable or deletable, with New template to add one. A template pairs a Shortcut (at least three characters, typed to insert the reply) with the Message itself, and can use placeholders such as @[first_name] so a reused message still addresses the person by name. Rich message composes a card instead of plain text: Upload Media or Assets creator for the image, a Title and message body capped at 640 characters, and Add Button or Load Button for a call to action.
Tip: Build templates for the answers you give most often, and give each a shortcut you will actually remember — typing three characters beats scrolling a list.
The template library, with New template at the bottom. A new template: a shortcut plus the message it inserts. The rich message composer, with media, a button, and a 640-character limit. - 7
Draft a reply with the AI Assistant
The AI Assistant panel opens scoped to the person you have selected, greeting you by their name. Three shortcuts sit above the input: Conversation Starter for an opener, Generate Reply to answer the last message, and 7-Day Purchases to pull their recent spend into the conversation.
Clicking the sparkle beside a message sends that specific message to the assistant — it appears as "Generate a reply for the following message: …" and the assistant drafts an answer. Ask the AI assistant… takes free-text questions, and Reset chat clears the thread.
Tip: The assistant drafts into its own panel, not into the reply box — you still copy across and edit. Treat what it produces as a first pass, especially when the person is frustrated.
The assistant answering a message handed to it from the thread. - 8
Read the User panel: status and chat health
The User panel opens on Status: the CUID that identifies them, an editable nickname, last login, whether they are a paying user, last purchase, lifetime value, and whether they are reachable. The pencils edit a field and the trash removes the CUID.
Chat Health (7 Days) is the temperature reading. Sentiment Trend shows an arrow and a position on a red-to-green scale, and Conversation Balance counts User Messages against Your Messages — a lopsided balance means someone is being ignored or talked at.
Status and Chat Health, with sentiment on a red-to-green scale. - 9
Ask why the sentiment is what it is
The bulb button next to the sentiment scale explains the score rather than just showing it. The tooltip gives the value out of 100, the reasoning behind it, and why the trend is moving the way it is.
In this example a score of 30/100 is explained by the player expressing frustration about being stuck at a level and asking for help, with the trend DOWN because the messages reflect being stuck and dissatisfied.
Tip: Read the explanation before acting on the number. A low score caused by a stuck level needs a different reply from one caused by a billing problem.
The sentiment score explained in words. - 10
Properties, insights, and notes
User Properties lists what your platform sends through the Audience API, with a count in the header — flags like VIP, Android, and Paying user, plus values such as country. These are read-only here; they change when your data changes.
User Insights below is the editable profile Dynamo maintains: first seen, nickname, birthday, gender, contact details, languages, major life events, personality traits, education, hobbies, occupation, nationality, goals, medical history, interests, pets, skills, family info, and job experience. Each has its own pencil. At the bottom, Notes gives you a formatted free-text field with Reset and Save.
Tip: Insights are what make a VIP conversation feel personal months later. Fill in what a player tells you in passing, and use Notes for anything that does not fit a field.
API-sourced properties above the editable insight fields. The rest of the insight fields, and the Notes editor. - 11
Use the bulk tools
Two buttons sit at the top of Super chat beside the view selector. Bulk Opt-In To Topic subscribes many users to a topic at once. Bulk Identification & Properties uploads a CSV that identifies users and sets their properties in bulk.
The CSV format is strict and the help icon spells it out: column names do not matter but the order does — A CUID, B Username, C Property key, D Property value, E Value type (boolean, number, or string). A date must use the string type in the format "Mon, 14 Feb 2022 20:35:03 GMT". CUID is mandatory and rows without one are ignored; including both CUID and Username lets Dynamo identify the user.
Tip: Uploading a property with a key overwrites the existing value, and uploading one without a key removes the current value — so an incomplete file can silently wipe data. Check the file before you upload it.
The view selector and the two bulk tools. The CSV rules, with Upload CSV File at the bottom. The worked example: one row per property, repeating the CUID.
You can run the VIP inbox!
The pattern that works: let AI labels tell you where to look, read the User panel before you reply, and use the assistant to draft rather than to send. Come back to the VIP Overview to see which labels are stacking up.
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