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High Priority Pages (URLs)

In some cases, agents are required to process visitor inquiries more promptly, especially when they are on certain pages of the organization's website where the Chat Platform widget is installed (for example, the customer support section page). In these situations, the administrator can set up Priority Pages - inquiries coming from visitors on the priority pages of the site will be highlighted with color in the Agent Workspace to attract the agents' attention.

To set up Priority Pages:

  1. Go to General -> Additional Features.
  2. Find the High priority URLs section and specify the links to pages whose inquiries require prompt responses.
  3. Click Save.

After this, inquiries in the Agent Workspace that come from pages with links marked as priority will be additionally highlighted with a red border (such inquiries have the high_priority attribute in the visitor fields).

Also, with auto-assignment enabled, inquiries with the high_priority attribute will be distributed in priority order.