Pin a Message in a Dialog

Something important from the conversation — an agreement, an invoice number, a note like "VIP, call after 2 pm" — can be pinned. Every operator sees pinned messages in a bar under the chat header, not only in this dialog but in every later dialog of the same client. The client sees nothing and receives nothing.

The feature is available only when "Pinned messages in the dialog" (ff_op_pinned_messages) is enabled on the instance. Ask support to enable it.

When You Need It

A client comes back with the same question, and the next operator should see the key agreement right away.
There is an internal note everyone who opens a dialog with this client must notice.
You want to get back to an important message in a long conversation quickly.

What to Know

You can pin any message of the dialog: from the client, an operator, the bot, an internal note, an e-mail. Service lines ("Status changed" and the like) cannot be pinned.
A pin belongs to the client, not to one dialog: it appears in all of the client's dialogs — open and closed.
Up to 3 pinned messages per client.
Pinning and unpinning is available to operators whose role has the "Allow creating internal notes" right. Every operator sees the bar.
The bar shows the current text of the message: if a note is edited, the bar shows the new text. A deleted message disappears from the bar by itself.
Nothing is sent to the channel: the client sees neither the pin nor the bar.
Not available in group dialogs with several clients or in internal dialogs without a client.

Before You Start

Pinned messages are enabled on the instance.
Your role has the "Allow creating internal notes" right (Settings → Roles → Conversation).
A dialog with the client is open in Menu -> Operator Panel.

Pin a Message

Hover over the message in the dialog feed.
Click ⋯ (actions menu) next to the message.
Choose "Pin".
You will see "Message pinned", and a bar with a pin icon appears under the chat header.

View Pinned Messages

The collapsed bar shows the latest pin: author, date and time, the beginning of the text. On the right — the number of pins when there are several ("3 pinned").
Click the "Show all" chevron on the right to open the list of up to three messages, newest first. Under each one — who pinned it and when.
A click on a message from this dialog scrolls the feed to it and highlights it.
A message from another dialog of the client shows a tooltip with the full text and the dialog date — there is no jump.

Unpin

In the expanded bar, click × next to the message, or
choose "Unpin" in the ⋯ menu of the message itself.

No confirmation is needed — the message disappears from the bar for every operator at once.

If Three Messages Are Already Pinned

A fourth pin is refused with "You can pin up to 3 messages per client. Unpin one to pin a new one.". Unpin a less important one and try again.

The feature is not enabled on the instance — contact support.
Your role has no internal-notes right — you see the bar but cannot pin or unpin. Contact your administrator.
The dialog has no client or several clients — pinning does not work there.
The message is still being sent — wait until it settles in the feed.
The message was deleted by the client — its menu is empty.