Working on one record
A tab can be pinned to one record — a person, a company, a deal, a thread or a call. Once it is, every question in that tab resolves against that record rather than against whatever screen is behind the panel, the answers draw on that record's own history, and any action proposed arrives with the record already filled in.
What changes the moment you pin one#
- Pronouns resolve. 'They', 'this account' and 'the last conversation' have one meaning in that tab and stop depending on navigation.
- The reading widens. The Assistant can reach that record's whole history across channels — Customer 360 is one person's phone, email and WhatsApp in one view, and a pinned person is what it is built from.
- Proposed actions arrive addressed. A follow-up proposed in a pinned tab already names the person and the channel; you are editing an argument rather than supplying one.
- The screen stops mattering. You can navigate anywhere, including out of the app's relationship screens entirely, and the tab keeps its subject.
The last of those is the practical reason to pin. A question that begins on a contact page often ends somewhere else — in the Data grid, on the Phone screen, in Needs You — and an unpinned tab quietly changes subject as you go.
Which record types can be pinned#
| Record | What it brings with it | Typical question |
|---|---|---|
| Person | Identities across channels, timeline, follow-ups, cases, memory at the contact tier | What have we promised them? |
| Company | Its people, its deals, its open cases | Who at this company have we not spoken to? |
| Opportunity | Stage, history of movements, the people on it | What is missing before this can move on? |
| Thread | The conversation and its messages, the contact behind it | What did we agree in this thread? |
| Call | Transcript and summary, the person it resolved to | What did they ask for on this call? |
A Person and an Identity are two records, and pinning matters most where the distinction does. An email address is an Identity; the human behind it is a Person who may also have a phone number and a WhatsApp number. Pinning the Person is what makes an answer span all three.
Pinned beats on-screen, deliberately#
When a tab has a pinned record and the page behind the panel is showing a different one, the pin wins. That is the intended precedence: you chose the pin explicitly and the page underneath is often just where you happened to be. It is also the most common cause of an answer that seems to be about the wrong account.
Both the pin and the screen record are verified against the database before either is used, so neither can point at something outside your workspace. Screen awareness covers that check; this page is about which of two valid records wins.
When not to pin#
- A question that spans the workspace
- 'Which follow-ups are late this week?' is about everything. A pin narrows it and you get a true answer to a smaller question.
- Research on someone who is not a record yet
- A prospect discovered by research is not a relationship. Pin it once it becomes one; before that, name it in the question.
- Comparing two accounts
- Two tabs, one pinned each, beats one tab switching between them — and the two conversations stay separately readable.
- A one-line lookup
- Naming the record in the question is faster than pinning and unpinning for a single answer.
Unpinning does not erase the conversation above it. The messages stay; only the resolution of future questions changes. If a tab has become a mixture of two subjects, a fresh tab is cleaner than an unpin.
Questions#
Does pinning give the Assistant more permission?
No. It changes what a question is about, not what may be done about it. Every action still goes through the service that owns the record, under the same autonomy rules, and the Assistant's authority is unchanged by having a subject.
Can I pin two records to one tab?
A tab holds one record. Two subjects in one tab is the ambiguity pinning exists to remove — use a second tab, which keeps its own conversation, files and draft as well as its own record.
Does the pinned record stay current?
Yes. The record is read when it is used rather than captured when it was pinned, so an answer reflects the row as it stands now. The older messages in the conversation still describe how it looked when they were written.