Priority lets you push a conversation up your list without changing anything else about it. Use it when something matters more than its place in the queue would suggest.
The levels
There are four, from most to least pressing: Urgent, High, Medium, Low. There is also None, which is where most conversations sit by default.
How to set it
The priority control is on the conversation in the list, not inside the open conversation. Look for the small priority marker on the conversation card, open it, and choose a level, or None to clear it.
Inside an open conversation the priority is shown too, but only as a label. You change it from the list.
Priority changes the order
This is not just a colour. A higher priority floats a conversation toward the top of your list, above conversations that are otherwise more recent. So an Urgent conversation from this morning sits above ordinary conversations from this afternoon.
That is what makes priority worth setting rather than just noting: it changes what you see first.
Your choice sticks
Mando can raise a conversation priority on its own when it detects a frustrated customer. The moment you set a priority by hand, that automatic adjustment stops touching it.
So a level you chose deliberately is never quietly overridden. If you want the automatic behaviour back, that is a reason to leave priority at None rather than setting it.
Frequently asked questions
Where is the priority control?
On the conversation in the list. The label inside an open conversation is read only.
Does the customer see the priority?
No. It is internal.
Why did a priority appear that I did not set?
Mando can raise priority from detected frustration. Setting it yourself takes over from then on.