Appointment Priority

🚨 What is Appointment Priority?

Appointment Priority automatically classifies inbound calls as Routine or Emergency. By surfacing urgency at a glance, it helps your team route, follow up, and report on calls more effectively.

🎯 Why Use Appointment Priority?

🌍 Where to Find Appointment Priority

Call Search Page

Shows an Appointment Priority column that labels each inbound call as Routine or Emergency, so you can spot urgent calls without opening them. If you don’t see the column, click Columns (top right) and toggle ⋮⋮ Appointment Priority on. Once enabled, it stays visible for all future searches.

Call Summary

Displays Appointment Priority in the Analysis section, giving agents instant context while reviewing the call.

Filter Results

Use Appointment Priority as a filter option to quickly isolate Emergency (or Routine) calls for follow-up or performance audits. The filter is available on the Dashboard, Call Search Page, as well as most reports.

⚙️ Enable Appointment Priority

1. Go to Manage → Triggers in the main left menu.

2. Locate the Inbound Call Analysis trigger and click View.

3. Click on the horizontal ellipsis (...) and click Edit.

4. Scroll down to the section TRIGGER ON  📞 Call Analysis Updated.

4. Scroll down to Actions.

5. Under Enhanced Insights, click on Appointment Priority to enable it.

6. Click Save at the top of the trigger.

❓ Frequently Asked Questions