The Priority inbox helps you to sort conversations based on channel and label priority. When a conversations meets the priority criteria, it will be automatically be shown at the top of the conversations list.
Set-up a priority inbox
Step 1: Set Channel priority
You can mark Channels with specific priority. For example a webchat channel, as webchat users are currently on your website and you want to answer them before they leave.
You set channel priority in the Channels module.
Step 2: Set Label priority
You can mark Labels with specific priority. A label can be attached to a specific conversation or user. You add label priority in Settings > Labels. Labels can be attached in Conversations or Contacts.
Step 3: Turn on the Priority inbox
When looking at the conversations list in the Conversations module, click on the three dot menu and check the Priority inbox box.