Prioritizing Follow Up Calls – Patient Prism

What is Priority? 🚨

Priority lets you create your own urgency labels and have Patient Prism stamp every inbound call with the correct label. By instantly highlighting which calls deserve rapid attention, Priority keeps teams focused on the highest‑impact conversations rather than sifting through routine calls.

Priority at a glance
Customizable – add, rename, delete, or reorder categories any time
Company-level – one set of priorities cascades to all locations by default
Actionable – highlights your top-priority calls so teams tackle what matters most first

Why Use Priority? 🎯

Boost efficiency by quickly spotting high-impact calls

Align teams and keep staff on the same page with company-level categories

Drive revenue by prioritizing callbacks to high-value leads

Where to Find Priority 🌍

Call Search Page

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

Call Summary

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

Filter Results

Use Priority as a filter option to quickly isolate high-impact calls for follow-up or performance audits. The filter is available on the Dashboard, Call Search Page, and most reports.

Enable Priority ⚙️

Priories are defined in your Company settings.

Go to Manage --> Companies:
https://next-web.patientprism.com/manage/companies
Click the Priorities option:
Here, you create the list of priorities that you would like to set.
Go to the Trigger System:
https://next-web.patientprism.com/manage/triggers
Create a Trigger with the intent to apply priorities.
Select the Call Analyzed Updated Option.
Set the conditions for when you would like a priority to apply.
Add the action for Apply Priority and apply the priority that you owuldl ike to have applied based on the conditions that were set.
Save. Anytime these conditions are met, this priority will be applied to the call.

Frequently Asked Questions ❓

Question	Answer
Can the Priority categories be changed?	Yes. Priority categories can be edited and sorted by company admins.
What happens when I rearrange the Priority?	The system reads the list from top to bottom, so any reordering immediately reshapes the hierarchy. After you change the sequence, double-check the category names so they still match their new rank.
Is there a maximum number of Priority categories allowed?	There’s no hard limit. Create as many as you need — just keep each category (and its trigger criteria) clear and distinct so Patient Prism can reliably tell them apart.