Both Priority and Appointment Priority help Patient Prism users focus on the calls that matter most — but they serve different purposes and behave in different ways.
🔴 Priority (Custom, Team-Defined)
Priority lets your team define custom urgency labels (e.g. 1. High Impact, 2. Emergency) to flag important inbound calls based on your internal goals or workflows.
Why Use It:
- Customizable: You decide what categories to use and how they're ordered.
- Company-Wide: One set of priorities cascades to all locations.
- Filterable: Use it in dashboards, reports, and call search filters.
- Actionable: Helps you instantly spot and respond to high-priority leads.
💡 Think of Priority as your team’s internal triage system.
📅 Appointment Priority (System-Defined, AI-Powered)
Appointment Priority is an automated label that classifies inbound calls as either Routine or Emergency, based on what the patient says.
Why Use It:
- AI-Powered: Automatically analyzes call context to detect urgency.
- System-Defined: Labels like Routine and Emergency cannot be changed.
- Coaching-Ready: Used in reporting to help train agents on handling urgent needs.
- Filterable: Available as a filter option on dashboards, call search, and reports.
🤖 Appointment Priority is based on what the caller says, not how your team wants to organize calls.
📊 Feature Comparison
| Feature | Priority | Appointment Priority |
| Who defines it? | You (via your Client Success Manager) | Patient Prism (AI-driven) |
| Purpose | Team-driven urgency and workflow triage | AI-detected urgency for appointment-related needs |
| Customization | Fully customizable | Not customizable |
| Labels | You decide | “Routine” or “Emergency” |
| Where it appears | Call Search, Call Summary, Filters | Call Search, Call Summary, Filters |
| Best for | Internal processes and task prioritization | Clinical urgency and follow-up timing |