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  Article updated: June 20, 2024

Prioritize conversations

Push urgent conversations to the top of the queue so agents can address them first. This can help you align your queue to your organization's business strategy, focus on important contacts, and streamline staffing.

Audience: Enterprise Inbox 2.0 admins with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.

Set up prioritization rules

You can prioritize topics, contact groups, channels, and conversation types (public or private). In Inbox 2.0, select Admin settings, expand Routing and automation, and then select Prioritization.

Use scores to increase priority

Each rule you create has a weight of 1. When you apply multiple rules to a single conversation, Inbox adds each rule to create a priority score. Inbox arranges the queue based on the that score, from highest to lowest. When two conversations have the same priority score, they’re sorted from oldest to newest.

The priority score can change while a conversation is in progress. For example, if a conversation enters the queue with no prioritized topic or contact group, it starts with a priority of 0. If an agent then manually assigns a prioritized topic to the conversation, its score becomes 1, increasing its priority. Similarly, if a conversation has a prioritized topic and an agent removes it, the priority score decreases.

Tip: Point to the priority indicator in the queue to see matching prioritized topics, contact groups, channels, and conversation types. In this example, the priority score is 3: one for the topic and two more for the contact groups.
A message with an icon dispaying the number 3, as well as a billing topic and 2 contact groups.

Priority scores recalculate when a conversation moves from the Pending queue to the New queue.

Important: When admins add or remove topics or contact groups to or from the priority list, the priority score won't update right away. It will change when its status changes (such as when it moves from New to Pending or Pending to New).


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