Pin conversations

Overview

Pinning a conversation moves it to the top of the list, above the rest, so you never lose sight of what matters most. Pinning is per agent — only you see your pinned conversations; your teammates are not affected and each person builds their own layout.

Pinning is also per view: the same conversation can be pinned on the global view (All) and, independently, inside a specific saved filter / custom view. Unpinning in one view does not unpin it in the other — each link is separate, by agent and by view.

Prerequisites

• Access to the inbox of the conversation you want to pin.
• To pin inside a saved filter, the custom view must be yours (created by you).
• No special flag or plan is required — pinning is available on the conversation list.

Step by step

1. In the conversation list, right-click the conversation (or open the item's ⋮ menu) and choose Pin.
2. The conversation jumps to the top of the list immediately, with a pinned indicator. The list updates instantly, including in any other tabs you have open.
3. To pin inside a saved filter, open that view first and repeat step 1 — the pin applies only to that view.
4. To unpin, right-click the pinned conversation (or open the ⋮ menu) and choose Unpin. It returns to the normal ordering of that view.

Settings & options

• Per agent: your pins are only yours; they never change any teammate's list.
• Per view (independent): pinning/unpinning on the All view is separate from pinning/unpinning in each saved filter. A conversation can be pinned in one view and not in another.
• Ordering: pinned conversations always appear at the top; below them, the list follows the normal ordering of that view.
• Real time: pinning and unpinning fire real-time events — the list rearranges instantly, with no need to reload the page.

Use cases

• Keep critical or VIP conversations at the top while you work through the others.
• Inside a saved filter for a project/campaign, pin only the conversations you follow there.
• Visually mark cases that need follow-up throughout the day, without relying solely on labels.

Tips, limits & best practices

• Limit per view: 10 pinned conversations. The limit applies to each view separately — you can have 10 pins on the All view and another 10 in a saved filter.
• If you try to pin above the limit, the platform refuses with a limit reached notice; unpin a conversation before pinning another.
• Use pinning for what matters right now — unpin as soon as a conversation no longer needs the spotlight, to keep the list useful.
• Pinning does not mute, does not assign and does not change status: it is only your own visual ordering.

Troubleshooting

• Can't pin (limit reached): you already have 10 pins in that view — unpin one first.
• The conversation doesn't move up / error when pinning: confirm you have access to its inbox; without access, pinning is refused.
• Won't pin inside a saved filter: the custom view must be yours; another agent's views don't accept your pins.
• Pinned in one view but it doesn't show in another: that's expected — pinning is independent per view. Pin it in the other view too if you want.

See also

• "Custom filters and saved views"
• "Forward messages"
• "The conversation screen: queues, panels and contact context"