By default, the message list is sorted from the latest to the earliest based on the time when the messages are updated. By enabling the Display unread messages first rule, unread messages will automatically be pinned to the top.

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• How to Enable the Display Unread Messages First Feature

How to Enable the Display Unread Messages First Feature

1. From your SHOPLINE admin panel, go to Channels > Messages, and click the Go to settings button next to Chat Assistant.
   
2. In the Settings details page, go to the New message notification tab and turn on the Display unread messages first toggle to enable this feature.
   

Now, when a customer sends a message, the message list will be updated accordingly. Message Center automatically pins the newly sent customer message to the top.