Conversation priority

Priority shows your team which conversations to handle first.

Priority levels

Conversations with a priority show a small priority icon on their card in the conversation list.

Set the priority of a conversation

From the conversation sidebar

1. Open the conversation.
2. In the right sidebar, open Conversation Actions.
3. Under Priority, choose a level.

From the conversation list

1. Right-click a conversation card.
2. Hover over Priority and choose a level.

From the command bar

1. Open a conversation and press Cmd + K (Mac) or Ctrl + K (Windows).
2. Choose Assign priority, then pick a level.

To clear the priority, choose None.

Sort by priority

1. Open the sort and view options above the conversation list.
2. Under Order by, choose one of:
   • Priority: Highest first
   • Priority: Lowest first
   • Priority: Highest first, Created: Oldest first

The last option is a good default for busy teams: urgent work rises to the top, and within each level the oldest conversations come first.

Filter by priority

1. Click the filter button above the conversation list.
2. Click Add filter and choose Priority.
3. Pick an operator and one or more levels, for example Urgent and High.
4. Apply the filter.

Save the filter as a folder to keep an "Urgent queue" one click away. See Conversation filters.

Set priority automatically

With an automation

1. Go to Settings → Automation → Create Automation.
2. Choose an event, such as Conversation Created or Message Created.
3. Add conditions, for example Message Content contains "refund" or Inbox equal to "VIP Support".
4. Under Actions, choose Change Priority and pick a level.
5. Click Create.

You can also use Priority as a condition in automation rules, for example to assign every urgent conversation to a senior team.

With a macro

Add the Change Priority action to a macro so agents can set priority together with other steps, such as adding a label and assigning a team, in one click. See Macros.

With the API

Bots and integrations can set priority through the API:

# api_access_token is the technical name of EngageOne's access token header
curl -X POST "https://<your-engageone-domain>/api/v1/accounts/<account_id>/conversations/<conversation_id>/toggle_priority" \
  -H "Content-Type: application/json" \
  -H "api_access_token: <your_access_token>" \
  -d '{"priority": "urgent"}'

Use urgent, high, medium or low. Get a token as described in Access tokens.

Related articles

• Conversation filters
• Automations
• Macros
• SLA policies