# 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

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

## Pin a Message

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

<!-- Screenshot: the ⋯ menu of a message with "Pin" — added by the demo. -->

## 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.

<!-- GIF: pinned in the open dialog → bar at a second operator → opened a closed dialog of the client → the bar is there — added by the demo. -->

## 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.

<!-- Screenshot: the limit toast — added by the demo. -->

## If "Pin" Is Missing from the Menu

- **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.

## Related

- [Reply to a client](/en/operatorline/how-to/reply-to-client.md)
- [Configure roles](/en/settings/how-to/configure-roles.md)
- [Operator hub](/en/operatorline/operator-hub.md)