Node: Set Priority

The Set priority node (set_priority) updates the priority level of the conversation the workflow is running in. It lets agents see at a glance which conversations to handle first, without anyone tagging them by hand.

When to use it

• Bump priority automatically when a message contains certain keywords ("urgent", "complaint", "cancel").
• Lower priority when a case is closed or resolved.
• Prioritize conversations by customer segment (VIP, enterprise account, etc.) by pairing it with an "If" node beforehand.

Requirements

• The workflow must run in the context of an existing conversation (chat triggers like message received, conversation opened, etc.). Without a conversation_id in context, the node returns an error.

Configuration

• Priority (required): one of urgent, high, medium, low, none. The editor also accepts normal as a synonym for medium for anyone coming from other CRMs.
• An unrecognized value automatically falls back to none so it never breaks the workflow.

Example

Workflow triggered by "Message received" with an "If message contains 'urgent'" condition → Set priority node with Priority = Urgent. This bumps the conversation to the top of the team's inbox.

Tips

• Pair it with the "If" (condition) node so priority only changes in specific cases, not on every message.
• Check the Inbox filtered by priority to confirm the workflow is behaving as expected.

Troubleshooting

• "No conversation_id in context": the trigger that fired the workflow has no associated conversation; use a chat trigger, or move this node after one that does.
• Priority unexpectedly ends up "none": check that the configured value is exactly one of the allowed ones (or normal, which maps to medium).