---
title: "Manage Priorities"
slug: "priorities"
tags: ["Premium"]
updated: 2026-04-28T21:39:29Z
published: 2026-04-28T21:39:29Z
canonical: "docs.rocket.chat/priorities"
stale: true
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocket.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Priorities

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Enterprise.svg)

Omnichannel Priorities helps [agents](/v1/docs/omnichannel-users#omnichannel-agents) to sort and identify the conversations in the queue that require immediate attention, significantly improving customer response time.

## Enable priority sorting

To enable the priority-based sorting mechanism for your queues:

1. Navigate to **Manage** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/2025-11-03_11-59-50.png) **> Workspace > Settings > Omnichannel >** [**Queue Management**](/v1/docs/omnichannel-admins-guide).
2. For the **Sorting Mechanism** field, select **Priorities.**
3. Click **Save Changes**.

## Configure priority levels

There are five default priority levels in a Rocket.Chat workspace. You can customize their names to match your organizational terminology.

1. Go to **Manage** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/2025-11-03_11-59-50.png) **> Omnichannel > Priorities.** The default levels are displayed: **Highest, High, Medium, Low, and Lowest.**
2. Select any listed priority to **edit** and customize the display name.
3. Click **Reset** to revert all customized names back to their original default values.

## Assign priority to a chat

Newly received chats enter the queue without an assigned priority unless you configure otherwise. Agents can manually change the priority of a chat using one of two options:

### Option 1: From the queue

1. Hover over the target chat in the queue.
2. Click the **kebab menu (three dots)**.
3. Choose the **priority level** you want to assign.

### Option 2: From the room information

1. Open the chat and go to **Room Information.**
2. Click **Edit.**
3. Select and apply the new **priority level**.

Once updated, the conversation automatically repositions in the [queue](/v1/docs/omnichannel-queue) based on its new priority. For example, a chat marked “Highest” moves to the top.

## Filter Omnichannel chats by priority

Omnichannel managers can filter the queue based on priority levels to manage workload and ensure timely resolution of critical issues. This is especially useful when you need to join, monitor, or forward high-priority interactions.

To filter chats by priority:

1. Go to **Manage** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/2025-11-03_11-59-50.png) **> Omnichannel > Current Chats**.
2. You can preview and sort the priority chats from this table.

Organizations can implement automation using chatbots or tools to automatically determine and assign the appropriate priority to a conversation based on the nature and content of the customer's initial message.