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Priority

On Conversations, each thread can have a priority level. Priority helps supervisors spot urgent work in the ops table and filter large lists.

Priority Levels​

The table shows a coloured badge in the Priority / Queue column:

BadgeMeaning
UrgentHighest attention — warning styling
HighElevated importance
NormalDefault priority
LowLower urgency

If no priority is set, rows typically display as Normal.

On mobile rows, Urgent and High may appear prominently near the customer name.

How Priority Gets Set​

Priority may be assigned by automations, bot flows, or back-office rules when a conversation is created or escalated. The Conversations table is where agents and supervisors see priority — not usually where day-to-day agents change it.

If you need a thread handled faster, use queue discipline (Take It, assignment) and channel-appropriate replies rather than expecting a priority edit control on this page.

Filter by Priority​

  1. Open Conversations.
  2. Click Filters.
  3. Under Priority, choose Urgent, High, Normal, or Low.

Combine with status chips (for example Open + Urgent) and a Time Window to audit hot threads from the last shift.

Priority vs Queue Actions​

The Priority / Queue column also holds queue buttons:

  • Take It / DeQueue when the row is Queued
  • View for normal rows

Priority badges and queue actions are independent — a queued thread can still show Urgent priority.