Urgent Message Alerts and Conversation Pinning

Description:

There is currently no way to be actively alerted to urgent conversations, or to pin critical conversations so they stay visible. For issues like maintenance emergencies, guest emergencies, or operational incidents, agents have to notice them in the normal inbox flow, which risks time-sensitive items being missed during busy periods.

For example, a maintenance emergency or an upset guest can sit in the general inbox with no way to flag it for immediate attention or keep it pinned to the top until it is resolved.

Requested Enhancement:

• Add alerts or notifications for urgent conversations so they are surfaced immediately.
• Allow agents to pin critical conversations so they remain visible and are not lost in the inbox flow.
• Provide better visibility for time-sensitive categories such as maintenance issues, guest emergencies, and operational incidents.

Benefit:

Active alerting and pinning would ensure urgent, time-sensitive conversations are seen and acted on quickly, reducing the risk of emergencies or critical guest issues being missed. (Note: urgency labeling and filtering can already be configured today via Rules and saved filters; this request covers the net-new alerting and pinning capabilities.)