Pin, Search, and Filter Chats
Keep important conversations easy to find.
Use pinning, search, and filters to keep the chat inbox manageable.
These tools are most useful when the team has many project, internal, and customer conversations open at the same time.
Pin a Conversation
Pin a conversation when it is important or frequently used. Pinned conversations appear before other conversations in the inbox.
Unpin the conversation when it no longer needs priority placement.
Use pins for current operational threads, not as a permanent archive. If a conversation contains lasting instructions, move the decision to a task, project, ticket, or wiki page and unpin the chat when the active work is done.
Pinned conversations are personal inbox helpers. Do not rely on a pin as proof that the whole team is tracking the same thread.
Search Conversations
Use search when you remember a title, participant, or topic. If search results are noisy, rename group conversations with clearer titles.
Search is not a replacement for good conversation naming. Use customer, project, or workstream names in group titles when the thread will be reused.
If search finds several similar threads, open the details panel and check participants and linked records before replying.
Search for customer, project, ticket, and invoice names before starting a new thread. Many duplicates happen because users search only for a teammate name.
Filter Conversations
Use filters to focus the inbox:
- Internal for team conversations.
- Clients for client conversations.
- Unread when catching up.
Use filters before replying during busy periods. Client-facing conversations should be reviewed with extra care because files, pricing, and status updates may be visible outside the internal team.
Check the active filter when a conversation seems missing. It may be hidden by Unread, Internal, Clients, or search text rather than deleted.
Clear search and filters before reporting a missing chat. A stale filter can make an active conversation look like it disappeared.
Use Search Before Starting A New Thread
Search for the customer, project, ticket, or teammate before creating another conversation. Duplicate chat threads split decisions and make later handoffs harder to follow.
Keep the Inbox Clean
Create separate conversations for different topics. Long mixed-purpose threads are harder to search and summarize later.
Review pinned conversations periodically. Unpin completed projects, closed support threads, and old internal discussions so the top of the inbox stays useful.
When search keeps returning the wrong thread, rename the conversation or start a new one with a clearer title. Better naming is usually faster than relying on memory.
If a thread contains the final decision, update the source task, ticket, project, or wiki page so the decision is not trapped in chat search.
Inbox Review
At the end of a workday:
- unpin threads that no longer need action
- clear search and filters before assuming a thread is gone
- move decisions into source records
- create tasks or tickets for work that needs ownership
For customer conversations, also check whether the latest decision belongs on the contact, deal, ticket, project, invoice, or document record.
Troubleshooting Inbox Clutter
If the inbox is hard to manage, unpin old threads, rename vague group conversations, move decisions into source records, and create tasks for work that still needs ownership. Chat search works best when conversations are named and closed out intentionally.