Pinning and starring messages on WhatsApp Business: how to find what you agreed with a customer
Published on October 23, 2026
A delivery address, an agreed price, the date of a visit, a photo of the model the customer picked.
In a long customer chat, the detail that matters gets buried under dozens of messages, and someone on your team wastes time scrolling to find it.
WhatsApp has two simple features for this: pinning a message and starring a message.
The rules below come from WhatsApp’s official pages.
Pinning a message: what you agreed, at the top of the chat
According to WhatsApp’s official messaging page, you can pin up to three messages to the top of a chat.
Just tap and hold the message and choose Pin.
It shows up as a banner at the top, and tapping the banner takes you straight to the message.
The message doesn’t stay pinned forever.
When you pin it, you choose 24 hours, 7 days or 30 days, per the same official page.
It’s worth picking based on how long the topic lasts: 24 hours for tomorrow’s appointment, 7 days for an order that’s being made, 30 days for a quote the customer is still thinking over.
With the limit of three from the official page, use the space for what someone will look for again: the order summary, the address or the agreed price.
If the price changed, unpin the old message and pin the new one, so nobody on your team replies with the wrong number.
Starring a message: your to-do list
Starring is for something else.
The official page on starred messages explains that the feature bookmarks specific messages so you can quickly refer back to them later.
On Android, here are the steps, per the same official page:
- In the chat, tap and hold the message.
- Tap the star on the top menu.
- To see all your starred messages, tap More options (the three dots) above your chat list, then Starred.
To remove the star, tap and hold the message and tap the star with a slash.
Unstarring doesn’t delete the message, and you can unstar several at once from the Starred list, as the official page says.
Since the Starred list pulls together every starred message in your account, from all your chats, per the Help Center, it works well as a queue of what’s left to do: the payment receipt that needs checking, the exchange request that isn’t sorted yet, the question that depends on someone else on your team.
Once it’s done, remove the star.
Which one to use when
Pin what needs to stay in view inside one chat.
Star what you want to gather and review later, across several chats at once.
Both work well alongside pinning the whole chat to the top of your list, which we cover in how to archive and pin chats on WhatsApp Business, and with the lists that organize your customers, from our post on labels turning into lists.
Where we come in
Pinning and starring help whoever answers by hand.
What we do is set up and run the assistant on your business WhatsApp, using your own business content, booking on the calendar you already use and handing the chat to someone on your team when the topic needs a person.
That way, there’s less to dig out of your chats.