Priority queuing & escalation
Put Urgent Conversations First
Urgent and high-value chats move to the front of the queue and escalate to senior agents — automatically, so nothing slips through.
- Automatic prioritisation
- Rule-based escalation
- SLA timers
- VIP routing
How priority queuing works
Rules and AI decide what needs attention first.
Step 1: Score every conversation
Urgency, sentiment, customer value and topic set the priority automatically.
Step 2: Reorder the queue
Urgent and VIP conversations move to the top; SLA timers show what's at risk.
Step 3: Escalate when needed
Unresolved or sensitive chats escalate to senior agents or managers with full context.
Why it matters
Not every message is equally urgent. Your queue should know the difference.
Meet your SLAs
Timers and alerts make sure urgent conversations are answered first.
Protect key accounts
VIP and high-value customers are recognised and routed accordingly.
Prevent escalations
Catch frustrated customers early, before issues become complaints.
First come, first served isn't good enough
Without prioritisation
- Urgent chats wait in line
- Missed SLAs
- Angry key accounts
With chatbot.ac
- Urgent chats first
- Automatic escalation
- SLA visibility
Explore more features
Instant agent assignment
Connect customers to the right human agent the moment they need one.
Cross-channel support
WhatsApp, Instagram, web chat, email and more in one shared inbox.
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