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 use P or click the star icon while in the conversation.
Then, sort your conversations list by Priority first to see prioritized conversations at the top:
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 Workflows, you can prioritize conversations based on user attributes, message content, company data & more.
To set up a Workflow to prioritize your conversations, go to AI & Automation > Workflows and click + New workflow.
Workflows can also automatically tag conversations, mark them as priority, or set conversation attributes & SLA rules. Learn more about building Workflows for all your automations.
Add an action to Apply rules to the Workflow path.
Then click on the Apply rules widget within the Workflows builder and choose which conditions must be met for a conversation 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 Save and close and set your Workflow live.
Now, all conversations that match the rule will be automatically 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 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.
Automatically prioritize qualified leads
If you qualify inbound leads using the Qualify leads bot, 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.
Automatically remove priority
Priorities can shift as conversations are resolved or reassigned to different teams. To keep your inbox organized and focused on what's currently urgent, you can use Workflows to automatically remove a conversation's priority status.
For example, you could automatically remove priority when:
A conversation is closed.
A conversation is reassigned from a specialized team (e.g., "VIP Support") to a general queue.
A specific tag, like "
Case-Resolved", is added.
To set up a Workflow to remove priority:
Navigate to AI & Automation > Workflows and click + New workflow, or edit an existing one.
Choose the trigger for your Workflow. For example, the trigger could be If teammate closes a conversation.
On the Workflow path, click the + icon to add an action and select Remove Priority.
Optionally, you can combine this with other actions, such as adding tags or updating conversation properties.
Click Save and close and set your Workflow live.
Now, whenever the trigger conditions are met, the priority status will be automatically removed from the conversation, ensuring your teammates are always focused on the most relevant tasks.
Note: The Remove Priority action will only apply to conversations that are currently marked as priority. It will have no effect on conversations without priority status.
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