# Taking and pinning conversations

Take eligible waiting work and keep ticket ownership separate from whether a visitor is visible on your floor.

*Release 3.3 · operator, supervisor, visitor*

**Conversation actions › Take Chat** · **Conversation actions › Take Ticket** · **Ticket › Pin Conversation** · **Settings › Email › General Settings**

## What it is

**Take Chat** and **Take Ticket** let you pick up eligible conversations. Ownership identifies who is responsible for the conversation; seeing a visitor on your floor does not by itself make you the owner. Pinning helps keep an assigned ticket with an operator when later activity would otherwise affect routing.

## Who uses it and why

- Operators take waiting work and bring relevant visitors into their workspace.
- Supervisors review ownership and arrange handovers.
- Visitors receive service from the assigned operator, including continuity on applicable pinned tickets.

## Where to find it

Use **Take Chat** or **Take Ticket** in conversation actions, or **Take** where available in **Chat Queue List**. Assigned email conversations can offer **Pin Conversation** and **Unpin Conversation** controls. Powerfront manages automatic pinning policies in **Settings › Email › General Settings**.

## How it works

1. Find an eligible waiting conversation and choose its take action.
2. INSIDE attempts to assign it to you under the applicable routing and capacity rules.
3. On an assigned email conversation, use the pin control when you need the applicable ownership continuity.
4. Unpin when ordinary reply and routing policies should apply again.

Bringing a visitor to the floor is a separate action. It can restore visibility and clear postponement without necessarily changing the owner. A single visitor can also have several conversations with different states.

## Configure it

With the **Settings** role and **Settings › Channel** permission, select manual pickup through **Disable Auto Assignment** on the channel. With the **Settings** role, review **Can cherry pick conversations from the queue** and **Allow operator to pin tickets** on each operator. For email continuity, ask Powerfront to review **Auto-Pin Favorite Customers**, **Pin to Operator who Creates New Ticket or First Responds** and **Push ticket to queue on customer reply** together. Powerfront can also change **Disable same contact chat assignment when operator limited/winding-down** for you.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Auto-Pin Favorite Customers | Settings › Email › General Settings | website | Off | Powerfront, on request | Automatically pins eligible email conversations for customers marked as the operator's favourites. |
| Pin to Operator who Creates New Ticket or First Responds | Settings › Email › General Settings | website | Off | Powerfront, on request | Pins a ticket to the creating or first-replying operator under the applicable ticket flow. |
| Push ticket to queue on customer reply | Settings › Email › General Settings | website | On | Powerfront, on request | Allows eligible customer replies to return email work to a queue; pinning and ticket state still affect handling. |
| Disable same contact chat assignment when operator limited/winding-down | Settings › General Settings › Admin | website | Off | Powerfront, on request | Restricts the usual same-contact assignment exception while an operator is limited or winding down. |
| Disable Auto Assignment | Settings › Channel | channel | Off in the new-channel editor |  | Uses manual pickup in the edited channel for the configured platforms. |
| Conversation Snooping | Settings › Channel | channel | On in the new-channel editor |  | Controls ordinary peer-conversation visibility on unmanaged floors without changing ownership itself. |

### Permissions

| Permission | Lets you |
|---|---|
| Chat | Take accessible, eligible conversations and work with owned conversations. |
| Manager | Bypasses some ordinary peer-conversation hiding in the operator floor display. |
| Can cherry pick conversations from the queue | Allows the operator to select individual queued conversations where offered. |
| Allow operator to pin tickets | Makes ticket pin controls available to this operator where the conversation is eligible. |

## Limits and good to know

- The standalone pin action applies to assigned email conversations, not unassigned tickets or every web chat.
- Closing an email floor tab can leave the ticket active and owned.
- **Conversation Snooping** changes ordinary peer-work visibility on unmanaged floors. Tickets, workflow work and privileged roles have exceptions.
- Bringing work to the floor is restricted in Salesforce Omni-Channel and externally controlled channels.
- Same-contact assignment can behave differently while an operator is limited or winding down.

## Depends on and works with

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): Taking or pinning work requires an existing conversation.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings control same-contact assignment exceptions for limited or winding-down operators.
- **Configured in** [Operator settings](ADM-010.md): Operator settings control queue picking and permission to pin tickets.
- **Configured in** [Teams](ADM-013.md): Team email settings can pin tickets to the operator who creates them or first replies.
- **Configured in** [Departments](CHAT-006.md): Channel, platform and access rules govern pickup and visibility.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Capacity and availability affect whether the operator can take work.
- **Configured in** [Email ticket handling and statuses](CHN-026.md): Email settings control automatic pinning and whether customer replies return tickets to the queue.
- **Works better with** [Chat queue](CHAT-005.md): Manual pickup can take eligible work from a queue.
- **Works better with** [Transferring conversations](CHAT-010.md): Transfer can change the owner and can include ticket pinning.
- **Works better with** [Contact matching](CRM-003.md): Contact matching supports same-contact assignment behaviour.
- **Related** [Live visitor and operator floor](CON-006.md): Bringing a visitor to the floor changes visibility separately from taking ownership.

### Used by

- **Configures** [Email event rules and actions](ENG-022.md): Pinned assignment protects eligible tickets against automatic transfer.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Pinning affects ownership and automatic requeueing.
- **Enhances** [Favourite visitors](VIS-015.md): Automatic email-ticket pinning can use favourite status, and removing a favourite clears related automatic pins.
- **Enhances** [Chat queue](CHAT-005.md): Operators can take eligible queued conversations manually.
- **Enhances** [Transferring conversations](CHAT-010.md): Ticket transfer can include pinning where offered.
- **Enhances** [WhatsApp Business App connection](CHN-009.md): Account ownership can assign and pin conversations to the owner.

## FAQ and troubleshooting

### Why can I see a visitor whose conversation belongs to someone else?

Floor visibility and ownership are separate. Check the owner shown on the conversation before replying or taking action.

### Why is there no pin action on my web chat?

The standalone pin control is for an assigned email conversation. It is not a universal web chat control.

### Why did a ticket return to the queue after a reply?

Ask Powerfront to check **Push ticket to queue on customer reply**, and check ticket state and whether the ticket was pinned.

### Why can I not take the oldest conversation?

It may be outside your routing permissions or platform capacity, or it may be reserved, postponed or awaiting acceptance.