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Pinned Messages: Overview

Deepdesk’s Pinned Messages feature allows contact center agents to quickly access and send pre-approved, high-priority, or frequently used messages during live conversations. This ensures fast, consistent, and compliant communication, especially in urgent or repetitive scenarios.

Key Benefits​

  • Urgent communications: Instantly share uniform messages during service outages, downtime, or other critical events.
  • Common questions: Provide quick, standard answers to FAQs (e.g., price changes, event details, or policy updates).
  • Consistency and compliance: Ensure all agents use on-brand, approved language and information.
  • Efficiency: Agents can send a pinned message with a single click, reducing response time and increasing productivity.
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Pinned Messages help agents handle more conversations simultaneously by reducing the need to manually type or search for standard responses.

Typical Use Cases​

  • Service outage notifications
  • Regulatory or policy updates
  • Seasonal promotions (e.g., Black Friday)
  • Standardized responses to FAQs

For details on configuration and usage, see the User Guide. For technical integration, see the Technical Guide.