Priority Flows¶

This page is a reference of all fields on the Priority Flow form. For what flows are and how they fit together with queues and distribution rules, see How Priority Flows Work; for building one from scratch, follow Set Up Priority Flows.

Go to Settings → Routings → Priority Flows to manage your flows. The list shows each flow's Title and Description; click New distribution to create one.

A toolbar above the list also offers Export and Import, which move a whole configured flow between environments.

General¶

The first tab, open by default.

Field	Description	Required
Title	The flow's name, shown in the flows list and used to link routing items, distribution rules and API calls to it.	Yes
Default priority score	The starting score every activity gets the moment it enters this flow, before any rules run.	Yes
Maximum priority score	The highest score an activity can reach from this flow's own rules. Leave empty for no cap.	No
Description	A short note on what this flow is for, shown next to it in the flows list.	No

Conditions¶

The scoring rules. Each rule checks its conditions against the activity, and every rule it matches raises the activity's score. Rules are checked in order, from 1 to N, and every match adds on top of what earlier matches already added. A matched Exception also sends the activity to a specific destination queue (the first match wins, any later ones are ignored), but evaluation keeps going. Stop is the only way to end evaluation early.

Click New Condition to add a rule.

Rule List Columns¶

Column	Description
Active	Turns the rule on or off.
Order	The rule's position in the evaluation sequence.
Title	The rule's name, with its description underneath. Opens the rule.
Priority increment	The score the rule adds when it matches.
Exception rule	Yes / No — whether a match redirects the activity to its own queue.
Stop	Yes / No — whether a match ends evaluation.

Rule Fields¶

Field	Description	Default / options
Title	The rule's name, shown in the Conditions list.	Required
Priority score	How much score this rule adds to the activity when its conditions match. Shown as Priority increment in the list.	Required
Order	Where this rule sits in the evaluation sequence. Rules are checked from 1 upward, and the order decides which Exception latches first and where Stop cuts evaluation off.	Required
Description	A short note on what this rule does, for other admins reading the list.	Optional
Exception rule	Turn this on when a match should send the activity to a specific queue instead of the flow's usual target. The activity still earns the score from this rule, and every rule after it keeps being checked as normal. Only the destination changes. If more than one exception rule matches the same activity, the first one in the order wins and the rest are ignored. An exception on its own does not end evaluation — turn on Stop as well if a match here should also be the last thing checked.	Off. When on, a Next destination section appears with a Queue picker. The exception queue brings its own SLA settings.
Stop	Turn this on to end the evaluation the moment this rule matches. No rule listed below it will be checked. Everything the activity already picked up stays in place, including its running score and any exception queue that already latched.	Off

Conditions are added as rows — a field, an operator and a value — and all rows in a rule must be true for it to match.

Condition Fields¶

The field dropdown is grouped by where the value comes from:

Group	Fields
Calls	Inbound routing · Caller ID
Chats & Messaging	Connector
Tickets	User · Category · Status · Reopen · Stage · Priority · SLA deadline · First answer deadline · Unread · Followers
General	Channel / activity type · Contact · Account · CRM database · Custom field…

Selecting Custom field… reveals a second selector for which pool the field comes from: CRM contact, CRM account or Ticket.

Targets¶

Once the conditions have scored an activity, this is where you set which queue it goes to. Every activity type gets a default queue here, and each channel type can be segmented further by its entry point — for example a specific inbound routing for calls, or a specific connector for chat. A matched Exception rule can still redirect the activity to its own queue instead.

Once an activity has a queue, it keeps the score it picked up in the flow instead of the queue's own default score, and priority stays global: an agent is offered the highest-scoring activity across all the queues they serve.

Click New Target to add a target. The list shows Activity type, Subtype and Queue.

Field	Description	Default / options
Type	The activity type this target applies to.	Tickets, Calls, Chats & Messaging
Subtype	Narrows the type further, for example a ticket category, when different subtypes need different queues.	Optional
Target	The queue this activity type routes to. How it ages while waiting, and any overflow, are configured on that queue itself.	A ticket target must be a ticket queue.

Entry Points¶

Read-only. This tab lists everything that is already routing activity into this flow.

Section	What it shows
Channel routings	The channel connectors that currently send activity here, with their Title (links out) and Channel type. Covers calls, SMS, web chats, Facebook, WhatsApp, Viber and Instagram. Email never appears here — an email becomes a ticket first.
Ticket distribution rules	The distribution rules whose next destination is this flow, with their Title, Active, Order, Next destination and Description.
External API	A code sample for sending a ticket into distribution and into this flow directly: `PUT /api/v6/tickets/<name>.json` with `{ "dist": true, "priority_flow": "<flow_name>" }`. Nothing to configure.