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User Guide

This guide explains how agents can use Pinned Messages in Deepdesk Agent Assist to improve response speed and consistency.

Accessing Pinned Messages​

  • Pinned Messages appear alongside regular AI recommendations in the agent interface.
  • Each message is clearly labeled and may include an image for quick recognition.

Sending a Pinned Message​

  1. Locate the Pinned Messages section in your chat or agent assist panel.
  2. Click on the desired pinned message to preview it.
  3. If appropriate, click to send the message directly to the customer.

Managing Pinned Messages​

  • Pinned Messages are managed by administrators or content managers.
  • When a message is no longer relevant (e.g., after an incident is resolved), it will be disabled and removed from your view automatically.
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If you need a new pinned message or want to suggest changes, contact your team lead or Deepdesk Customer Success representative.

Best Practices​

  • Use pinned messages for urgent, high-priority, or frequently repeated information.
  • Always review the message before sending to ensure it fits the current context.
  • Do not edit or personalize pinned messages unless instructed by your organization.

For technical details, see the Developer Guide.