How to Automatically Set High Priority for Incoming Chat Requests
In BoldDesk, you can use Chat Workflows to run automation when specific conversation events occur. A common setup is to run a workflow on Conversation Created (Chat Created) so that when a new chat starts, BoldDesk automatically sets the conversation priority to High (optionally only for specific customers or conditions).
This article explains how to configure a workflow that updates the priority at the moment a chat is created.
Step-by-Step Instructions
-
Open the Workflows page.
Go to Admin > Chat > Chat Automation > Workflows. -
Start creating a workflow under “Conversation Created.”
Under Conversation Created, click Add Workflow and Create from Scratch. -
Enter the workflow details.
Provide the required details (for example Workflow Name, Brand, and Source). -
Proceed to the Workflow Designer.
Click Next to open the designer. -
(Optional) Add conditions so only specific chats are set to High priority.
Configure conditions in the workflow setup (or add branching in the designer) to target specific customers or scenarios (for example, by requester details, category, tags, or other available conversation fields). -
Add the action to set Priority to High.
In the designer, click the Add (+) icon on the workflow path, then select Actions > Set Conversation Field. Set:- API Field Name:
Priority - Value:
High
- API Field Name:
-
Publish and activate the workflow.
Click Publish and Activate (or Publish, then activate from the workflow list).
Frequently Asked Questions
1) Which trigger should I use to set priority as soon as a chat starts?
Use the Conversation Created trigger so the workflow runs when a new conversation is created.
2) Can I set High priority only for specific customers?
Yes. Add conditions (or branching) so the workflow runs only when the conversation matches your customer criteria.
3) What happens if I have multiple active Conversation Created workflows?
BoldDesk evaluates them in order. Only the first matching workflow (topmost) executes, so reorder workflows if needed.
