Set a conversation's priority (urgent, high, medium, low)

📍 Where to find it: Inbox → (open a conversation) → right-hand panel → "Priority"

Priority flags your most important conversations so your team handles what's urgent first.

How it works

Each conversation can be given a level: Urgent, High, Medium, Low, or none. The chosen level shows on the card in the list and can be used to filter or sort. You can change it at any time, and it's shared with the whole team.

Step by step

1. Open a conversation from "Inbox".
2. In the right-hand panel, find the "Priority" selector.
3. Choose the level you want (Urgent, High, Medium, Low) or "None".
4. The change is saved instantly and visible to other agents.

Good to know

• Combine priority with filtered views to see only urgent cases.
• Priority sends nothing to the customer: it's an internal marker.