Pin and keep open timeline items
Last Update: Oct 2024 • Est. Read Time: 2 MINThere are times when you may want to more prominently display important information on a timeline so that you can quickly reference it when answering customer queries. For example, you may want to pin a specific conversation to the top of a customer's timeline as a reminder to follow up with them by a specific date. Or, you may want to keep a customer's order information open at all times so that you don't have to constantly try to find it on their timeline. With these features, you can keep timeline items more visible and at the top of your view so that you can more easily find any items that you want to reference.
In this article
Keeping an item open on a timeline
You can expand multiple items in a timeline and keep them open by hovering over an expanded object in a timeline and selecting Stay Expanded. The icon will turn blue to indicate that the item will remain open.
For example, you can keep a customer's order information open while responding to their question.
There isn’t a limit to how many items you can keep open at once. To close an item that's been expanded, select Collapse.
Pinning items to the top of the timeline
You may instead want to keep multiple important items pinned to the top of a timeline such as notes or a specific conversation. To do so, go to Optionsand select Pin Order (or Pin Conversation).
The item will move to the top of the timeline and remain there unless you decide to unpin it. All pinned items will appear as pinned for all users.
To unpin an item, select Unpin. The item is placed back in its original position on the timeline.