Answer some callers first (priority rules)

Move VIPs, important customers or callers from a campaign up the queue with a priority boost.

Where to find it

Settings › Routing rules › Who goes first

Open Settings › Routing rules and the Who goes first tab.
In the first menu choose what the rule matches: Marked VIP, Customer tier, Deal value over, On a campaign or Number starts with.
Except for Marked VIP, enter the value to match, for example a tier name or a number prefix.
Enter the boost (how far up the queue it moves the caller) and, in Why this matters, a short reason.
Press Add rule. Remove deletes a rule.

Setting	What it does	Default
Marked VIP	Callers whose contact is marked VIP.	—
Customer tier	Callers whose contact has this tier, for example enterprise.	—
Deal value over	Callers with a deal worth more than the value.	—
On a campaign	Callers on the named campaign.	—
Number starts with	Callers whose number starts with the value.	—
Boost	Priority points added to a matching call. Boosts from several rules add up.	25
Why this matters	A label kept with the rule, so the reason is clear later.	—

"No rules — every caller is answered in the order they arrived."

There are no priority rules yet; callers are answered first come, first served.

"You do not have permission for this action."

The rule is shared with all organisations, or you are not an administrator or manager.

Every call keeps the reason it was moved up, so you can see later why it was answered first (Queue operations shows it).

Rules added here apply to every queue.
Adding and removing is for administrators and managers; everyone else sees the list.