Setting conversation priorities helps your team manage support more efficiently, addressing urgent matters quickly while keeping a streamlined workflow. In Akece, you can assign different priority levels to easily identify conversations that need immediate attention.
The available priority levels are:
-
Low
-
Medium
-
High
-
Urgent
You can set the priority of a conversation at any time, based on its importance and urgency.
How to Set a Conversation's Priority
There are several ways to assign a priority:
1. From the Conversation Sidebar
-
Open the conversation in your dashboard
-
Click on the Conversation Info section
-
Locate the Priority field and select the desired level
The selected priority will be visible in the conversation list and recorded as an activity in the conversation’s timeline.
2. From the Context Menu
-
Right-click on the desired conversation
-
Select Assign Priority and choose the appropriate level
3. Using the Command Palette
-
Press Cmd + K (macOS) or Ctrl + K (Windows/Linux)
-
Type Assign Priority
-
Select the priority level and press Enter
Best Practices for Using Priorities
-
Use "Urgent" sparingly: Reserve this level for issues that truly require immediate attention.
-
Create automation rules to assign priorities based on specific conditions. For example: automatically set the priority to Urgent for any email with the word “security” in the subject line.
Additional Information
Can I create custom priority levels?
No. Akece uses a fixed set of priorities to maintain clarity and avoid unnecessary complexity. For specific workflows, consider using tags or custom attributes.
Can I assign priorities using automations?
Yes. You can configure automation rules to assign or update priorities automatically based on defined criteria.
Can I add priorities to macros?
Yes. When creating or editing a macro, simply include the action Change Priority in the macro setup.
Need help setting up priorities or automations? Get in touch with our team:
📩 [email protected] | 📱 @akece.ai