Who can use this feature?

All users

A busy inbox makes it easy to lose track of the message you still need to act on, or the chat you keep coming back to. Favourites, pins and flags help you keep on top of it:

• Favourite a chat to keep your most important conversations one click away. Favourites are personal: only you can see them.
• Flag a chat with one of nine coloured flags to group conversations the way you work, for example red for urgent or the calendar for a meeting to follow up. Chat flags are also personal to you.
• Pin a message so that everyone in the chat sees it highlighted, with the name of the person who pinned it.
• Flag a message with one of five colours to come back to it later. On mobile this is called favouriting a message. Message flags are private to you.
• Find everything again from the Flagged tab inside a chat, or from the Favorite chats, Flagged chats and Flagged messages filters in your chat list.

A pinned or flagged message stays where it is in the conversation. It is highlighted and labelled so that it is easy to spot when you scroll, and listed in the Flagged tab so you can jump straight to it.

Pin a message (visible to everyone)

On web and desktop:

1. Hover over the message. A toolbar appears above it on the right-hand side.
   
2. Click the pin icon. The message is highlighted for all participants and shows who pinned it.
   
3. To unpin the message, hover over it again and click the pin icon.

On mobile:

1. Press and hold the message.
2. Tap Pin message.
3. To unpin it, press and hold the message again and tap Unpin message.

Flag a message (for you only)

A flagged message is highlighted for you only and labelled Saved for later, with the flag colour you chose. Other participants cannot see your flags. On mobile, a flagged message is called a favourite message.

On web and desktop:

1. Hover over the message and click the flag icon in the toolbar.
2. Pick a colour.
   
3. The message is now highlighted and labelled Saved for later.
   
4. To remove the flag, click the flag icon again and choose the no flag option at the top of the list.
   

On mobile:

1. Press and hold the message.
2. Tap Favorite message and choose a colour. The flag appears next to the time of the message.
   
3. To remove the flag, press and hold the message, tap Favorite message and choose the no flag option on the left.
   

A flagged message and a pinned message as they appear on mobile:

Favourite or flag a whole chat

Favouriting or flagging a chat tags the whole conversation rather than a single message. A favourite is a simple star for the chats you open most often. Flags give you nine options, including a tick, an eye and a calendar, so you can build your own system: for example red for urgent, the tick for done, or the calendar for chats with a meeting to follow up. Favourites and chat flags are private to you and will not be visible to other participants.

On web and desktop:

There are two ways to tag a chat:

1. Hover over the chat in your chat list and click the down arrow (Chat options) on the right-hand side. Click Favorite to add the chat to your favourites, or click Flags and pick a flag.
   
2. Or open the chat and click Details in the menu on the right-hand side. Under My tags, click the star to favourite the chat, or the flag to pick a colour.
   

To remove a favourite, click the star or Favorite again. To remove a chat flag, open the flag list again and choose the empty flag at the top.

On mobile:

1. Open the chat and tap the chat title at the top (or the three dots in the top right corner) to open Chat details.
2. Switch on Favorite to add the chat to your favourites.
3. Tap Flag and choose a flag. To remove a flag, choose the empty flag on the left.
   

Find your favourites, flagged and pinned items

On web and desktop:

Within a chat: click Flagged in the menu on the right-hand side of the chat. The panel lists every pinned message in the chat and every message you have flagged. Click a message to jump to it in the conversation.

Across all your chats: in the chat menu on the left, click Favorite chats to see your favourites. Expand Flagged chats or Flagged messages and click a flag colour or the pin to show only the chats that carry that flag, or that contain a message with that flag or pin.

On mobile:

Tap the search bar at the top of your chat list. Tap Favorite chats to see your favourites, or scroll down to Flagged chats and Flagged messages and tap a flag colour or the pin to see the matching chats. The same screen also gives you quick access to your archived, client and staff-only chats.

On mobile, the Flagged list is only available from the chat list, not from within an individual chat.