## 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"