It’s easy to prioritize conversations that need the most attention in the 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: All teammates will see the same list of prioritized conversations, so you can work on them as a team.

Automatically prioritize conversations

You can automatically prioritize new inbound conversations using priority rules. 

Like assignment rules, priority rules let you organize new inbound conversations based on user attributes, message content, or company data.

 Note: You’ll need Inbox Pro to automatically prioritize conversations.

To set up a priority rule, go to Inbox > Automation > Priority rules:

Then, click ‘New rule’:

Next, name your rule:

You can choose to automatically prioritize conversations based on message, user or company data. Just click ‘Add data’:

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.

Once you’ve chosen your data, click ‘Save and Set Live’ to set your priority rule live:

Now, all new inbound conversations that match the priority rule will be marked as priority. 

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 your sales team use Inbox, you could prioritize conversations from leads you're looking to close deals with.

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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