Priority Flag

The Priority Flag node sets the conversation’s priority so downstream Transfer routing and the supervisor inbox can sort it accordingly. It does not transfer the conversation by itself — pair it with a Transfer node to actually escalate.

Configuring the node

1. Drop the Priority Flag node from the Routing category onto the canvas.
2. Open the configuration drawer:
   • Priority — normal or high. Toggle by tapping either pill.
   • Reason (optional) — short free-text label captured on the priority-change event for audit and analytics.

Output ports

• next — fires immediately after the priority is updated.

When to use it

• Mark a conversation as high priority based on a customer-tier check or detected urgency before a conditional Transfer.
• Demote a noisy or spam-suspect sender to normal priority before queueing.
• Set a deterministic priority before routing into a queue that sorts on priority.

When not to use it

• Priority alone won’t escalate — the conversation still flows through whatever assignment rules your inbox uses. Pair this with a Transfer when you want the conversation to actually reach a human.

Notes

• The runtime supports only normal and high. There is no low or urgent level today.
• The priority change is mirrored to the session and emitted as a priority_set event with the reason captured for analytics.
• Supervisors see the new priority in the inbox immediately via the realtime sync — they don’t need to refresh.