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Pinning conversations lets you keep important or frequently accessed conversations within easy reach. Whether you’re waiting on a customer response, managing an ongoing issue, or regularly referencing a conversation, pins make it easy to return to those threads without searching. Pins are personal to your Captivated account. Only you can see which conversations you’ve pinned, and pinning does not change how conversations appear for your teammates.

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What Are Pinned Conversations?

Pinned conversations are conversations you’ve selected to keep easily accessible. You can pin any conversation you have access to, including:
  • Conversations assigned to you or another teammate
  • Active conversations
  • Completed conversations
Pinned conversations appear in two places:
  1. Conversations list: In a Pinned section at the top of your Conversations list.
  2. Pins view: In a dedicated Pins section in the left Messages menu.
Pinning a conversation does not change its ownership, status, or visibility to other users.

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Pinning a Conversation

To pin a conversation:
  1. Navigate to Messages > Conversations.
  2. Hover over the conversation you’d like to pin.
  3. Click the Pin icon, or select Pin from the conversation menu.
  4. The conversation immediately appears in the Pinned section at the top of your Conversations list and in your dedicated Pins view.
You can pin conversations regardless of whether they’re active, completed, or assigned to another teammate, as long as you have access to them.

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Organizing Your Pinned Conversations

You can choose how your pinned conversations are displayed.

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Sorting Your Pins

Select your preferred sorting option:
  • Pin Order: Displays conversations in the order you pinned them.
  • Recent Activity: Displays pinned conversations with the most recent message activity first.
Your selected sort order is remembered on the device you’re using.

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Collapsing the Pinned Section

If you’d like more room in your Conversations list:
  1. Locate the Pinned section at the top of your list.
  2. Click the chevron next to Pinned to collapse the section.
  3. Click it again to expand your pinned conversations.
Your expanded or collapsed preference is saved on that device.

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Viewing Your Pinned Conversations

You can access pinned conversations in two locations.

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Conversations List

Pinned conversations appear in a Pinned section at the top of your Conversations list. The section displays the number of pinned conversations that match your current conversation filters. For example, if you’re viewing only your active conversations, the Pinned section will show only pinned conversations that meet those criteria.

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Dedicated Pins View

Navigate to Messages > Pins to view all your pinned conversations in one place. Unlike the Conversations list, the dedicated Pins view displays all conversations you’ve pinned, regardless of the filters selected in your Conversations list. This is especially helpful when you want to quickly find a pinned conversation that is completed or assigned to another teammate.

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How Pins Work with Conversation Filters

The Pinned section in your Conversations list follows your currently selected filters. These include:
  • Mine / Everyone’s: Filters conversations based on ownership.
  • Active / Completed / All: Filters conversations based on status.
The Pinned section updates automatically to display only conversations matching your selected filters. If none of your pinned conversations match the current filters, the Pinned section will disappear.
Your pins haven’t been removed! If the Pinned section disappears, try changing your conversation filters or navigating to Messages > Pins to see all your pinned conversations.
The dedicated Pins view does not follow these filters and always displays your complete list of pinned conversations.

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Unpinning a Conversation

To remove a conversation from your pins:
  1. Navigate to the pinned conversation.
  2. Hover over the conversation.
  3. Click the Pin icon again, or select Unpin from the conversation menu.
  4. The conversation is removed from your pinned list and returns to its normal position in your Conversations list.
If you remove your last pinned conversation, the Pinned section will disappear until you pin another conversation.

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Your Pins Across Devices

Pinned conversations are tied to your individual Captivated account, so your pins follow you wherever you sign in. However, your display preferences are saved separately on each device, including:
  • Your selected sort order
  • Whether the Pinned section is expanded or collapsed
For example, if you change your sort order on your computer, that preference won’t automatically carry over to your phone or another computer. Clearing your browser’s local storage may also reset these display preferences.

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Frequently Asked Questions

No. Pins are private to your individual Captivated account. Pinning a conversation does not change its position or visibility for your teammates.
Yes. You can pin any conversation you have access to, regardless of who owns it.
Yes! Both active and completed conversations can be pinned. If you complete a conversation that’s already pinned, it remains pinned and can be found under Completed, All, or in your dedicated Pins view.
Yes. Your pinned conversations follow your Captivated account across devices. However, your sorting and expanded or collapsed preferences are saved separately on each device.
The Pinned section only appears when at least one pinned conversation matches your current filters. Try switching to All or Everyone’s, or navigate to Messages > Pins to see all your pinned conversations.
No. The dedicated Pins view always displays all your pinned conversations, regardless of the filters selected in your Conversations list.
The conversation stays pinned. It will appear when viewing Completed or All conversations, and it will remain accessible in your dedicated Pins view.

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Questions?

Need additional assistance? Contact Captivated Support using the Support option in the left-hand menu, or text us at 317-316-3600.