📌 Pinning Messages in Conversations

Track important client messages and follow-ups without losing them in a long conversation.

The Pin feature in Client Hub Conversations allows Practice Users to highlight specific messages that require action or follow-up. Once pinned, the message appears in the Pinned Panel inside the client’s Internal Workspace so your team can easily track it.

This feature is available only to firm users.

📍 How to Pin a Message

1. Hover over the message you want to track.
2. Click the Pin icon that appears in the message actions.
3. The message will be added to the Pinned Panel in the client’s Internal Workspace.

Pinned messages remain visible there until they are unpinned.

🔄 Update the Status of a Pinned Message

Pinned messages include a Change Status option so your team can track progress.

Available statuses:

✅ Done – The request or follow-up has been completed.

📌 To-Do – The message still requires action.

You can switch between these statuses at any time using the Change Status menu on the pinned item.

👤 Assign Who Needs to Take Action

Each pinned item can be assigned to a specific Practice User.

1. Open the pinned item menu.
2. Locate Who Needs To Take Action?
3. Select the team member responsible for the follow-up.

This helps clarify ownership and ensures requests are addressed quickly.

❌ Unpin a Message

When a pinned message is no longer needed in the Pinned Panel:

1. Open the pinned item menu.
2. Click Unpin.

The message will immediately be removed from the Pinned Panel.

📌 Where Pinned Messages Appear

Pinned messages are visible in the Pinned Panel within the client’s Internal Workspace. This panel collects all pinned items—including messages, emails, tasks, jobs, and notes—in one place for easy tracking.

💡 Pro Tip

Use pinned messages as a lightweight follow-up list inside conversations. They’re perfect for quick requests or reminders that don’t require creating a full task or job.