With Priority Inbox, you can order conversations according to longest wait time for the customer. 

  • To enable Priority Inbox, go to Settings -> Account Settings -> Priority Inbox and turn the toggle on and hit Save

There are three conversation filters:

  • All conversations - All conversations in your Hotline inbox are displayed when the filter is applied
  • First Response Due - All conversations that require an initial response from the agent are displayed. 
  • Response Due -  All incoming messages that need to be responded to are shown when this filter is applied