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Message Priority Order

Updated at June 25th, 2025

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Table of Contents

Order Management Available Criteria

🔒Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

This feature, found in the "settings" section, allows you to manage the order in which messages are should be processed by the advisors in the Inbox.  It uses a system that is easily predictable and maintainable.

Message priority order is applied in two scenarios::

  • "Pull" Mode Inbox: This is the default setting where advisors manually select the next message they wish to handle. When the inbox is sorted by "priority messages," this order dictates what they see.
  • "Push" Mode Inbox: In this mode, messages are automatically assigned to advisors. The defined priority order determines which message an advisor receives next.

Reminder: The choice between pull mode or push mode is made at the User Role level. The two modes can therefore coexist.

 

Order Management

This page allows you to create message groups based on specific priority criteria. Then using the drop-down menu at the top of the page, you'll select the order in which messages within each group will be processed (by default, this is "oldest conversations first").

Here's how messages in the inbox will be ordered:

  • All messages belonging to the 1st priority group (if any), sorted by oldest conversations first.
  • Then, all messages from the 2nd priority group (if any), also sorted by oldest conversations first.
  • Next, all messages from the 3rd priority group (if any), sorted by oldest conversations first.
  • This pattern continues for all subsequent defined groups.
  • Finally, any other messages (those not assigned to a specific group) will appear, also sorted by oldest conversations first.

In push mode, advisors will therefore have to first process all messages from the 1st group before being assigned messages from the 2nd group.

Important: This order is dynamic. If a new message arrives that matches the criteria for your top priority group (even if it was previously empty), that message will be immediately placed at the front of the queue for processing. 

Similarly, any changes you make to the order or criteria of your priority groups are instantly reflected in every advisor's inbox.

 

Available Criteria

The criteria you can use to create your message priority groups are identical to the conditions found in your Triage Rules.

Condition Comments
is received on account {account(s)} This criterion lets you specify one or more messaging or social media accounts connected to Alcmeon. The rule will only apply to messages received on the selected account(s). Leave this blank if you don't want any account-specific restrictions.
is received on channel {channel(s)} Use this to narrow down messages based on their specific channel. Examples include "Facebook ad comments," "WhatsApp messages," or "Instagram story mentions."
received a response to a request for help This restricts the rule to conversations where an advisor previously sent a "request for help" to a supervisor, and that supervisor has since provided a response.
was automatically assigned to the advisor who already responded in this conversation This applies the rule to messages where the system's reassignment logic (to the last responding advisor) was triggered.
was manually assigned to the advisor This restricts the rule to messages that have been assigned to a human advisor by a supervisor possessing the necessary permissions.
is older than {delay} This criterion applies the rule only to messages where the time elapsed since their reception exceeds a specified duration (chosen in hours).
is newer than {delay} This restricts the rule to messages whose reception date falls within a specified time period to be chosen (in hours).
was received on {weekday} This allows you to apply the rule based on the day(s) of the week the message was received, such as "Saturday or Sunday," for example.
is received during {business or non-business hours} This restricts the rule to messages received either during your defined business operating hours or outside of those hours.
contains {list of keywords}

This restricts the rule to messages that.include a keyword you specify. You can enter multiple words; the rule will apply if the message contains any of them (OR logic).

Please note, in the interface for entering these keywords, remember to press the [enter] key to save each word or group of words.

does not contain {list of keywords}

This restricts the rule to messages that do not contain any keyword you specify. If you enter multiple words, the rule will apply only if the message contains none of these words (NEITHER logic).

Please note, in the interface for entering these keywords, remember to press the [enter] key to save each word or group of words.

is exactly {text} This restricts the rule to messages where the text precisely matches the text you define in the rule.
does not contain text This restricts the rule to messages that do not contain the specific text you define in the rule.
contains only emojis This restricts the rule to messages composed only of emojis, with no other text characters present.
contains exclusively one or more @mentions This restricts the rule to messages whose text consists only of @mentions.
contains only @mentions (except brand mentions) and emojis This restricts the rule to messages that contain only @mentions (excluding mentions of your own brand account, from which the message was sent) and emojis.
has a review on GBP, Trustpilot or Facebook This restricts the rule to messages that are associated with a customer rating. This condition is applicable only to channels that support customer ratings, such as Google Business Profile (for reviews of your Google Maps locations), Trustpilot, and Facebook Reviews.
is sent by a VIP profile This restricts the rule to messages originating from a customer who has been marked as VIP.
is sent by a profile with more than {x} followers This restricts the rule to messages sent by a customer whose social media account has more than X followers. Note: Due changes on X (formerly Twitter) in 2024, this platform no longer shares user follower counts with partners like Alcmeon. Consequently, this condition is no longer functional for messages on this channel.
is sent by a profile having the custom field {custom field} {operator} {value}

This restricts the rule to messages sent by a client whose custom fields meet a specific configured condition.

You can use the following comparisons for the value of the selected custom field:

  • has a non-empty value (the field is therefore filled)
  • has an empty value (the field is not filled)
  • has a value that contains {value to enter}
  • has a value that does not contain {value to enter}
  • has a value that is strictly equal to {value to enter}
  • has a value that is different from {value to enter}
is tagged (qualified) {qualification} This restricts the rule to messages that at the time the rule is executed, have a qualifying tag with a chosen associated value.
is the first message in a conversation This restricts the rule to messages that initiate a new conversation within Alcmeon. This is particularly useful for routing the very first message of a conversation to a specific team, while allowing subsequent messages in that same conversation to be manually routed by advisors to a different team.
is part of a conversation where an advisor has already responded This restricts the rule to messages that belong to a conversation where a previous message has already received a reply from an advisor.
is a comment on the post {post} This restricts the rule to comments made on one of your posts. You can select from the last 30 posts already published and visible to your customers on the chosen social media account.
is a comment on a post containing {list of keywords}

This restricts the rule to comments made on one of your posts that includes any of your specified keywords. You can enter multiple words; the rule will apply if the post contains any of them (OR logic).

Please note, in the interface for entering these keywords, remember to press the [enter] key to save each word or group of words.

Typically, this condition is used to identify comments on specific posts. For example, if all your contest posts include "#contest" in their text, you can use this condition to identify all comments on all those posts, including future ones.

is a response to a proactive engagement message This restricts the rule to messages sent by a customer within a conversation ((as defined by Alcmeon) that was initiated by an advisor using the "1-to-1 engagement" feature (a proactive message sent from Alcmeon to the customer).
importance hierarchy

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