Some conversations shouldn’t be readable on a shared screen — a complaint, a payment, a health question. Lock them with a six-digit PIN only you know.
Create your PIN (once)
- On the web, press the lock icon (Lock PIN) at the bottom of the side menu, next to your name. In the phone app: Menu › Settings › Lock PIN › Create lock PIN. Enter six digits twice. On the web, press Save PIN; the phone saves it as soon as you repeat it. It is separate from your password.
Lock a conversation
- Open it and press Lock in the strip under the customer’s name. No PIN yet? It asks you to create one first.
- Choose when it asks again: Every time; When I leave — after closing the tab, or opening another tab or conversation; or After a time — 5 min, 15 min, 30 min or 1 hour.
- Leave Hide message text on to keep the words out of the list, notifications and search.
- Press Lock conversation.
Open, change or remove
- A locked conversation shows Enter your PIN. Type yours and press Open conversation; it opens on that screen only.
- To change it, press Locked. To take it off, choose Remove the lock… and enter your PIN.
Good to know
- Everyone who can see the conversation opens it with their own PIN — there is no shared code.
- Five wrong PINs in a row pause that person for 15 minutes and email the workspace owner.
- Forgot your PIN? An owner or admin clears it in Team › Agents › Reset lock PIN, and you create a new one.
- In the phone app, turn on Open locked chats with … (Face ID or fingerprint) under Menu › Settings › Lock PIN and enter your PIN once.
- The customer panel shows the lock’s history: who locked, opened, or typed a wrong PIN.