Message has five default priorities: critical, high, normal, low, and waiting on customer. The AI suggests a priority on every new ticket based on language (frustration, urgency words, VIP customer signals) and the agent confirms or overrides.
Custom priorities
Settings > Tickets > Priorities. Add up to 10 custom levels. Pick a color and a target SLA for each.
Why 'waiting on customer' matters
When you reply and the ball is in the customer's court, set the priority to 'waiting on customer'. The ticket drops off the active queue and stops counting toward SLA. When the customer replies, the priority auto-restores.