⭐ Pin important conversations to the top of your chat list

Why did we build this? There was no quick way to highlight priority contacts in the conversation list — like ongoing negotiations, VIP clients, or cases that need constant follow-up. Operators had to repeatedly search by contact name or rely on memory to keep track of these conversations amid the queue.

What changed? You can now pin up to 3 conversations to the top of your chat list. Pinned conversations appear in a highlighted block above all others and stay visible regardless of the filter or sorting applied.

To pin, simply right-click on a conversation — or click the arrow next to the timestamp — and select Pin conversation. To unpin, the same menu shows the Unpin conversation option.

A few important rules:

• Pins are personal — only you see the conversations you pinned
• The limit is 3 pinned conversations at a time. If you try to pin a fourth, the platform will ask you to unpin one first
• Pinned conversations continue receiving messages normally and show unread badges in real time
• On mobile, press and hold a conversation to access the pin option