Overview
Priority levels let your team tag every conversation as urgent, high, medium, or low — manually or automatically based on rules. Captain AI can read sentiment and intent to escalate a frustrated customer or a hot lead without anyone touching it. Supervisors get a clear, sorted queue across all 9 channels, so agents stop guessing what to open next and high-value contacts stop waiting.
- Set urgent, high, medium, or low on any conversation
- Auto-escalate based on Captain AI sentiment and intent signals
- Sort, filter, and bulk-action the inbox by priority
- Trigger SLAs and alerts when urgent threads sit idle
- Route high-priority chats to senior agents or a dedicated team
- Surface priority on linked CRM deals and contact records
- Audit who changed priority, when, and why
How it works
Define your priority rules
Pick keywords, sentiment thresholds, channels, or customer tiers that should auto-tag a conversation. Or leave it manual and let agents flag threads themselves.
Captain AI watches every message
Each incoming message is scored for intent, sentiment, and urgency across all 9 channels. Matching threads get re-prioritized in real time.
Agents work the sorted queue
The inbox sorts urgent to low by default, with SLA timers on each card. Supervisors see breaches before customers complain.