Can I pin important conversations?

Yes. You can pin individual conversations or entire customers so they stay at the top of your inbox in the Pinned section.

Pinning is a lightweight priority system—it does not change automation rules by itself, but it makes sure the right threads are always one click away.

What you can pin

Simple Chat supports two pinning modes in the inbox:

• Pin a conversation — Keep a specific ticket visible while it is active (escalation, chargeback risk, influencer order, etc.).
• Pin a customer — Keep that shopper’s conversations grouped for quick access when they have multiple open or recent tickets.

Use conversation pins for single urgent threads; use customer pins when the relationship matters more than any one ticket ID.

How to pin and unpin

1. Open the merchant dashboard inbox.
2. Select the conversation (or customer) you want to prioritize.
3. Use the pin action available in the dashboard workflow for that conversation or customer.
4. Find pinned items in the Pinned section at the top of the sidebar; remove the pin when the issue is fully resolved so the list stays trustworthy.

Teams often review pinned items at the start of a shift the same way they would review a manual “urgent” folder.

Best practices

• Pin sparingly—if everything is pinned, nothing stands out.
• Pin VIP and high-risk conversations rather than every open thread.
• Combine pinning with search when you need deep history on a customer you have not talked to recently.

Pinning is especially helpful for stores with high chat volume where important tickets would otherwise sink below newer, routine questions.