Priority

Set urgency levels on conversations to help your team focus on what matters most. Prioritize critical issues and SLA-bound tickets.

Prioritize with clarity

Help your team focus on the most important conversations first.

Multiple urgency levels

Chatwoot provides multiple priority levels to help you categorize conversations based on urgency. From critical issues that need immediate attention to routine inquiries.

• Urgent - Critical issues requiring immediate attention
• High - Important issues that should be addressed soon
• Medium - Standard priority for regular inquiries
• Low - Non-urgent matters that can wait
• —None - Default state for new conversations

When to use priority

Common scenarios where priority helps teams work more efficiently.

Payment IssuesMark billing and payment problems as urgent to prevent revenue loss and customer frustration.

VIP CustomersAutomatically set high priority for enterprise customers or high-value accounts.

Service OutagesEscalate conversations about service disruptions to urgent priority immediately.

SLA ComplianceUse priority levels to meet different response time commitments for various customer tiers.

Sales OpportunitiesMark pre-sales conversations with high-intent signals as high priority.

Bug ReportsPrioritize critical bug reports that affect multiple users or core functionality.

Auto-prioritize with AI

Let Captain AI analyze incoming conversations and suggest priority levels based on content, customer history, and urgency signals. Automate triage so your team can focus on resolving issues.

Analyze message content for urgency signalsConsider customer history and account valueDetect keywords like 'urgent', 'ASAP', 'critical'Suggest priority based on conversation context Learn more about Captain AI Captain AI SuggestionBased on the message content, I suggest setting this conversation to Urgent priority:

• Analyze message content for urgency signals
• Consider customer history and account value
• Detect keywords like 'urgent', 'ASAP', 'critical'
• Suggest priority based on conversation context
• Customer mentions "payment failed"
• VIP customer account
• Time-sensitive issue

Never miss an urgent conversation

Start prioritizing conversations today and ensure critical issues get the attention they deserve.