Can I pin important conversations?

You can pin at two levels: a single conversation, or a whole customer. Both land in the Pinned section at the top of the inbox sidebar.

Pin a conversation when one ticket is urgent while it's active: an escalation, a chargeback risk, an influencer order. Pin a customer when the relationship matters more than any one ticket ID and they have multiple open or recent threads you want grouped for quick access.

Pinning doesn't change automation rules by itself. It's a lightweight priority lane whose whole job is keeping the right threads one click away instead of letting them sink under newer, routine questions.

How to pin and unpin

1. Open the dashboard inbox.
2. Select the conversation or customer you want to prioritize.
3. Use the pin action available for that conversation or customer.
4. Unpin when the issue is fully resolved, so the list stays trustworthy.

Many teams review Pinned at the start of a shift the way they'd review a manual urgent folder.

Keeping the list useful

Pin sparingly. If everything is pinned, nothing stands out. Reserve pins for VIP and high-risk conversations rather than every open thread, and lean on search when you need deep history on a customer you haven't talked to recently. The higher your chat volume, the more this matters; pinning exists so important tickets don't get buried by routine ones.