Triage order: positives first (speed wins deals), then questions, then neutrals; negatives and opt-outs are auto-handled. The queue sorts by priority automatically — work top to bottom.
The priority sort
Default queue order: positive replies (oldest first — they're decaying), then questions needing answers, then neutral/deferral replies, then FYI items (auto-handled, review optional). Overridable with saved views.
SLA on positives
Positive replies convert at multiples when answered within 2 hours. The queue shows age prominently and pings the channel when a positive crosses your SLA threshold unclaimed.
Claiming
In team setups, claiming a conversation locks it to you — no double-replies. Unclaimed conversations past SLA escalate to the team lead automatically.
Suggested responses
The agent drafts a suggested reply for most conversations. Edit-and-send beats write-from-scratch — teams average under 60 seconds per triaged conversation with suggestions on.
