Use conversation priority levels to route urgent conversations to the right teammates faster, build automation based on urgency, and filter your inbox to focus on what matters most. Priority uses a five-level scale — None, Low, Medium, High, and Urgent — replacing the previous on/off toggle.
Note: Any teammate with inbox access can set conversation priority manually. Automated priority setting requires access to Workflows, Rules, or Macros.
What are the priority levels?
Each conversation can be assigned one of the following priority levels:
None — no priority assigned. This is the default state for all conversations.
Low — lower urgency; can be addressed when capacity allows.
Medium — standard priority for conversations that need attention soon.
High — elevated urgency; should be addressed promptly.
Urgent — highest priority. Use for critical issues requiring immediate attention.
Note: Setting a conversation's priority to None is how you remove priority. There's no separate "remove priority" option.
How to set priority
Manually
You can set priority from several places in the inbox:
Conversation header — click the priority icon to open the level picker. Select a level and it saves immediately — no additional confirmation needed.
Conversation card menu — click the ⋯ menu on a conversation card and select Update priority.
Conversations table — set priority directly from the table view.
Bulk actions — select multiple conversations and apply a priority level to all at once.
Keyboard shortcut — press
Pwhile in a conversation to open the Change priority level picker.
With Workflows
To automatically set a conversation's priority level, go to AI & Automation > Workflows, open or create a Workflow, add an action step, and select Set priority from the action list. Choose the level from the picker — from Low through to Urgent. Setting the level to None removes the conversation's priority automatically.
Note: The Set priority action replaces the previous separate Mark as priority and Remove priority Workflow actions. If you have existing Workflows using the old actions, you'll need to update them to use Set priority.
With Rules and Macros
To set conversation priority in Rules or Macros, use the Change priority action — it now supports all five levels: None, Low, Medium, High, and Urgent. Select the appropriate level from the picker when configuring the action.
How to filter conversations by priority level
In Inbox views, you can filter by conversation priority using three comparators:
Is — matches conversations at exactly the selected level. For example, "Priority is Urgent".
Higher than — matches conversations above the selected level. For example, "Priority higher than Low" surfaces Medium, High, and Urgent conversations.
Lower than — matches conversations below the selected level. For example, "Priority lower than High" surfaces Low and Medium conversations.
You can also sort your conversation list by Priority first to surface the most urgent conversations at the top. All teammates see the same prioritized list, so your team can work on them together.
Frequently asked questions
Where did the priority star go?
Where did the priority star go?
The priority star has been replaced by a five-level priority scale (None, Low, Medium, High, Urgent), giving you more granularity than the old on/off toggle.
What happens to conversations I’d already starred as priority?
What happens to conversations I’d already starred as priority?
Starred conversations carry over as a priority level equivalent to the old toggle which is High, once the five-level scale is enabled. You can adjust the level manually at any time. Existing Workflows using the old star priority have been updated to High, if you want to change this you can manaully.
Will my existing Workflows that use “Mark as priority” or “Remove priority” still work?
Will my existing Workflows that use “Mark as priority” or “Remove priority” still work?
No — Mark as priority and Remove priority have been replaced by a single Set priority action.
Do Rules and Macros need updating too?
Do Rules and Macros need updating too?
Rules and Macros use the Change priority action, which now supports all five levels. No action name changed here — just select the level you want when configuring it.
How do I set priority now?
How do I set priority now?
From the conversation header, the ⋯ menu on a conversation card, the conversations table, bulk actions, or the P keyboard shortcut.
Can Fin set a conversation to any priority level when it hands off to a teammate?
Can Fin set a conversation to any priority level when it hands off to a teammate?
Fin will not assign any priority level to a conversation unless it told specifically what to apply within the context of a workflow, procedure, etc.
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