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Understand queue priority

Last Update: Nov 2024 Est. Read Time:
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Queue priority is the value that the router uses to determine which conversations should be assigned to an agent first. The value can be between 1 and 100, with 1 being the highest priority. 

The queue with the highest priority is routed to a team until it's empty, then moved on to the next queue. 

If a new, higher-priority conversation comes into the router, it will return to routing items from that higher-priority queue. If queues have the same priority, conversations with the longest wait time will be routed first.  

For example, if you have queues for both chat (priority 1) and email (priority 2) conversations, the chat queue will route first since it is priority 1. Once it’s empty, the email queue will begin to route. If a chat conversation comes in, the router will switch back to the chat queue since it is a higher priority.

Note: Changing the priority of an existing queue will not update any existing conversations already in the queue. Existing conversations will continue to route at the original priority. Using our chat and email queue example, if we were to change priority and increase the Email Queue priority of 1, only new email conversations would get routed before any new incoming chat conversations. All emails that were already in the queue will continue to be prioritized after existing chat conversations.