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