It’s easy to prioritize conversations that need the most attention in Intercom’s Inbox product.

Prioritizing conversations helps you:

  • See, and reply to, urgent conversations faster.
  • Better organize important conversations.
  • Work as a team, as all teammates see the same prioritized conversations.

There are two ways to prioritize conversations - manually and automatically:

Manually prioritize conversations

To manually prioritize a conversation, just click the star icon while in the conversation:

Pro tip: To prioritize a conversation quickly, you can use the keyboard shortcut, ‘p’, to mark (or unmark) it as priority.

Then, just sort your conversations list by ‘priority first’ to see prioritized conversations at the top:

Note: The secondary sorting is newest, with priority conversations at the top and new conversations following.

All teammates will see the same list of prioritized conversations, so you can work on them as a team. 👌

Automatically prioritize conversations

With Inbox rules you can prioritize conversations based on user attributes, message content, company data & more.

Note: Priority rules are only available on certain Intercom plans. See our plans and pricing here.

To set up a rule to prioritize your conversations, go to Inbox > Automation > Rules, and click ‘New rule’:

Choose when the rule should trigger, and the filters a conversation must meet to be marked as priority:

To make your rules more targeted, you should combine multiple pieces of data. For example, you could prioritize conversations with high-value customers who are in danger of cancelling their plan, by choosing the following attributes:

  • ‘Cancel’ is in the message content.
  • Their monthly spend is above a certain amount.
  • They’re a user.

Then, click ‘+ Add action’, select ‘Mark as priority’, and save your rule:

Now, all conversations that match the rule will be automatically marked as priority. ⭐️

For more information on setting up Inbox rules to mark conversations as priority and more, check out this article.

Create priority rules for every important conversation

You can set up as many priority rules as your team needs to provide a first class customer experience. For example, you could prioritize:

  • Conversations from social media, like Twitter or Facebook.
  • Conversations with high-value customers or partners.
  • If your product has an urgent issue, you could prioritize all conversations that mention that issue.
  • If a conversation has been waiting without a reply for a certain amount of time, mark it as priority to guarantee a good experience for your customers.

You can also prioritize conversations with inbound leads as they are qualified:

Automatically prioritize qualified leads

If you qualify inbound leads using the Qualify Leads taskbot, you can automatically prioritize conversations as a follow up rule. For example, you could prioritize conversations with leads in companies with over 100 employees.

When setting up your conditional follow up action, just choose ‘Mark as priority’. ⭐️

Now, conversations from newly qualified who match your follow up rule, will automatically be prioritized in the inbox.

Note: You can also automatically prioritize conversations with leads or users who engage with Custom Bots.

What’s next?

Here are more ways to provide fast and efficient support:

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