Important: Priority levels are currently in closed beta. If your workspace hasn't been enabled yet, you'll still see the previous star priority toggle. The five-level scale will become available when the feature is rolled out to your workspace. To request early access, reach out to our support team.
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 priority 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.
Known limitations
When Fin hands a conversation off to a human teammate, it currently sets the priority level to Urgent. It can't yet request a specific level (such as High or Medium). This is expected to change in a future update.
Conversation priority levels are readable via the Conversations API —
GET /conversations/:idreturns the current level name. However, priority cannot be set through the public API. It can only be set through the inbox UI or automation (Workflows, Rules, or Macros).
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