Hey, thanks for the report. This is related to a known bug in how pinning and archiving work together. For archived chats, the pinned state doesn’t sync correctly. Part of the fix was merged recently (archived pinned chats now count toward the pin limit), but it looks like the “pinning should unarchive” behavior is still not working right.
Temporary workaround: unarchive the conversation first, then pin it. That should work.
Related thread with more details: Can no longer pin agents
I’ll pass the specific “pin from archive” issue to the team. Let me know if the workaround helps.