Citizens, patients, students, or clients in general, usually have multiple service levels for ticket/case escalation. The nature and severity of each case determine how the conversation will be prioritized and properly addressed.

Conversation Priority Indicator is an enhanced functionality for Enterprise users that aims to positively impact customer service metrics such as response and resolution SLAs and enable better agent experience in terms of managing chat queues. This is a very simple but highly effective feature: it offers a visual component that provides visibility into case prioritization criteria, displaying the priority indicator icon for each conversation. The Rocket.Chat’s legacy "priorities" feature will be kept by the name "SLA policies" for the few workspaces still using it. The newest feature will go by the name "Priorities".

And more! This brand-new feature will benefit more than just the agents. The Priority Indicator will also be available in the "Current Chats" panel. Managers can then quickly react to any substandard response time rates, ensuring that cases are handled and resolved properly.