Prioritize the Ongoing Email Conversation

[mvishwanath]

Hi

I would like to change/update the priority of the Email Conversation in the Queue.
Is there any way to achieve ?

Thanks!

[anon39326996]

How do you picture this being done? An agent manually flagging an interaction as higher priority based on reading the email itself? Automatically based on keywords?

We do have email flows within our designer, which allow you to raise the priority of emails before transferring to a queue. Email flows allow you to do things such as look at keywords within the email, or look at the sender and do a data dip into an external system to find out whether the customer is a platinum customer, etc. that would help you determine whether to increase the priority of the emails prior to transferring them to a queue.

[mvishwanath]

Thanks Lucie.

You mean to say Email conversations can only be prioritized while creating and not on update.

I got a situation where administrator will be tracking all the email conversations and he has an option to prioritize the queued email conversations that are waiting for the long time.

[anon39326996]

Yep, you got it. I will note your other request for an upcoming feature. Would it also be desirable for the supervisor to be able to assign specific emails directly to agents at that point, rather than just raising priority?

[mvishwanath]

Yes, thats exactly I am looking for.