Conversation priority in AskVault
The three levels
Growth+Each conversation has one priority:
- Urgent. Something is broken for the customer right now.
- High. Important and the customer is waiting.
- Normal. The default for every new conversation.
Set priority
- One conversation. Open it and pick a level from the priority control in the header.
- Many conversations. Select up to 200 in the inbox and choose Set priority from the bulk actions.
There is no public API for priority today.
What priority does
- Sorts the inbox. Urgent conversations sort above high, and high above normal.
- Filters saved views. A saved view of "urgent and high, open" makes a good default queue for whoever is on shift.
Priority does not change response-time targets: SLA policies are set per channel. It also does not change how the bot answers.
A simple routine
- Every conversation starts as normal.
- The agent who triages raises anything blocking to urgent and anything time-sensitive to high.
- The on-shift agent works from an "urgent and high" saved view.
- Normal conversations are cleared in quieter hours.
Limits
- Levels. Three fixed levels: urgent, high, normal.
- Bulk changes. Up to 200 conversations per action.
- Automatic priority. Not available today.
Common pitfalls
Everything is urgent. If every conversation is urgent, none is. Agree as a team what each level means.
Expected a faster SLA for urgent. SLA targets come from the channel, not the priority. See SLA policies.
FAQ
Does priority change how the bot behaves?
No. It is for your team only.
Can priority be set automatically?
Not today. Agents set it by hand or in bulk.
Can I add my own levels?
No. The three levels are fixed.