Messages

To read or continue a conversation with the PineHook team, open Messages in the sidebar. Team-initiated conversations appear in the Messages tab, while your feedback, bug reports, feature requests, and support tickets are under Feedback & Support.

Screenshot from a demo account.

Start a conversation#

When starting a thread, choose Feedback, Bug Report, or Feature Request to help the team understand what you need. If you are reporting a bug, include the alert or trade ID from Signal Logs, while a feature request should explain the problem you want to solve before describing your proposed solution.

For a support ticket, start in the Support Chatbot, where you can ask for a human or use the escalation option after two unhelpful answers. Once you submit it, the ticket and team replies appear here, so you can continue in the same thread. The Troubleshooting FAQ also covers common setup problems.

Send messages and screenshots#

Use Send Reply when your message is ready, since Enter adds a new line without sending it. If screenshots help explain the issue, attach up to three PNG, JPEG, or WebP images of no more than 5 MB each, hiding passwords and license keys before uploading.

Once sent, messages cannot be edited or deleted, so add a follow-up if you need to correct something. Replies labelled PineHook Team also arrive by email with a link to the thread, where you can respond inside PineHook to keep the conversation together.

The sidebar dot flags unread replies and can take about 30 minutes to refresh, so open the Messages list when you want to check the latest state.

Track reported work#

If the team links a work item to your conversation, a progress card lets you follow it through Planned, Scheduled, In Progress, Testing, and Released. The team updates its stage as work progresses, so you can check the latest update whenever you open the thread.

A stage change marks the conversation unread without sending an email, with the sidebar dot updating on the same refresh interval as other message notifications.

Closed threads and limits#

When a thread shows a Closed badge and lock icon, you can still read it but cannot add replies. To continue the topic, start a new conversation and quote the previous ticket ID, which appears beside its title with a # prefix.

You can have up to 10 open feedback conversations, so if you reach that limit, add relevant information to an existing thread or wait for one to close before starting another. New conversations and replies also have hourly limits.

Your data#

Conversations with the PineHook team in Messages have a two-year retention period. Once each record reaches that age, conversation titles and message bodies are redacted, screenshots are deleted, and the remaining records are kept for compliance purposes.

The 90-day retention period applies separately to Support Chatbot conversations, so opening a support ticket creates a team conversation with its own retention period.

To export your submitted conversations and screenshots, use Settings → Download My Data, which redacts admin replies. The Privacy Policy explains retention and deletion rights, and privacy@pinehook.io handles requests outside the self-service options.