Automatic priority
Set up Automatic priority so new tickets get a Low, Medium, High, or Urgent priority and a priority emoji in the channel name
Automatic priority reads the first messages of a ticket and assigns a priority based on urgency, business impact, and how the customer is expressing themselves. Urgent problems are flagged in the channel name and reported to your logs channel; routine questions stay at a normal priority. This page is for the admin who wants staff to see the important tickets first.
Automatic priority is available on Pro and Enterprise. It needs the Atlas switch at the top of AI assistant → Atlas. Each check uses about 700 tokens. Upgrade your plan
Setup
Open Atlas
Go to AI assistant → Atlas and find the Automatic priority card.
Switch it on
Turn on the switch on the Automatic priority card. Its settings appear under it.
Choose timing and how sure Atlas must be
Pick When to check, Wait before checking, and How sure Atlas must be. The defaults (Smart timing, 30 seconds, 70%) suit most servers.
Choose what Atlas does with the result
Leave Add a priority emoji to the channel name and Post high and urgent tickets to the logs channel on. Turn on Change priorities staff set only if you want the AI to replace priorities staff set by hand.
Save
Click Save changes in the bar at the bottom of the page.
Settings
| Setting | Values | Default | What it does |
|---|---|---|---|
| Automatic priority (the card's switch) | On, Off | Off | Master switch for this feature |
| When to check | First message, First 3 messages, Smart timing (recommended) | Smart timing | First message checks right after the first customer message. First 3 messages waits for up to three messages or the wait time. Smart timing picks its moment from urgent words and how much has been written |
| Wait before checking | Right away to 5 minutes (0 to 300 seconds, in steps of 15) | 30 seconds | How long to wait after the last message before checking. The bot always waits at least 30 seconds so rapid follow-ups are included |
| How sure Atlas must be | Less sure (10%) to Very sure (100%) | 70% | Minimum confidence before a priority is set. Higher is more careful |
| Add a priority emoji to the channel name | On, Off | On | Adds the priority emoji to the ticket channel name |
| Post high and urgent tickets to the logs channel | On, Off | On | Posts the detection card to the logs channel for High and Urgent tickets. No one is pinged |
| Change priorities staff set | On, Off | Off | Lets the AI change a priority a staff member set with /priority |
Priority levels
The same list is on the card under What each priority means.
| Priority | Emoji | What the AI puts here |
|---|---|---|
| Urgent | 🔴 | Outages, security problems, anything that costs money. The AI calls this level "Critical" in its analysis |
| High | 🟠 | Something is blocked or an important feature is broken |
| Medium | 🟡 | A bug with a workaround, or a feature request |
| Low | 🟢 | General questions, small issues, help with the docs |
What happens
- A customer opens a ticket or sends a message.
- The bot waits for Wait before checking (at least 30 seconds) and gathers the messages allowed by When to check.
- The AI assigns a priority with a confidence score. Below How sure Atlas must be, nothing changes.
- With Add a priority emoji to the channel name on, the channel is renamed with the emoji, for example
🔴-ticket-0001. Renaming is best effort: Discord allows two renames per channel every 10 minutes, so the rename can be skipped while the priority is still recorded. - For High and Urgent only, and with Post high and urgent tickets to the logs channel on, a 🤖 AI Priority Detection card is posted to the logs channel showing the ticket, Priority, Confidence, User, AI Analysis (the reasoning), and Urgency Indicators when any were found. Nobody is pinged.
- The priority is stored on the ticket and shows in the dashboard, the same as a priority set with
/priority.
Working with staff
- Staff set or change priority at any time with
/priority level:<urgent|high|medium|low|none>. - With Change priorities staff set off (the default), the AI only sets a priority on tickets that have none. A priority set by staff is never changed.
- With it on, the AI can replace a staff-set priority when a later analysis is confident enough.
- Automatic priority does not move tickets or ping roles. Combine it with Sorting to move tickets and Tone alerts for alerts.
Limits and gotchas
The Wait before checking slider goes down to Right away, but the bot still waits 30 seconds before analysing so that a customer who types three short messages in a row is judged on all of them.
- The logs card only appears for High and Urgent. Medium and Low priorities are recorded silently.
- Channel renames count against Discord's limit of two renames per 10 minutes per channel.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| No priority is ever set | The feature or the AI master switch is off, the bot owner's plan is below Pro, or How sure Atlas must be is high | Check both switches, the plan, and lower it toward 50% |
| Priority is recorded but the channel name does not change | Add a priority emoji to the channel name is off, or the rename was skipped because of Discord's rename limit | Turn the setting on; the emoji appears at the next rename opportunity |
| No card in the logs channel | The priority was Medium or Low, Post high and urgent tickets to the logs channel is off, or no logs channel is configured | Only High and Urgent are posted. Turn the setting on and choose a logs channel under General → Logs channel (Post logs in) |
| The AI overwrote a priority staff chose | Change priorities staff set is on | Turn it off |
| Everything is marked Urgent | How sure Atlas must be is too low for your traffic | Raise it toward 80% |
/priority replies with TC002 | The user is not staff | Give them a configured staff role |
/priority replies with TC017 | The command was used outside a ticket channel | Run it inside the ticket |
Common questions
Which plan do I need? Pro or Enterprise. On lower plans the whole Atlas block is locked with a Pro+ badge.
Does the AI ping anyone? No. Post high and urgent tickets to the logs channel posts a card without mentions. Use Tone alerts to ping a role when a customer is upset.
Why is the AI's "Critical" shown as Urgent?
The AI's four analysis levels are Critical, High, Medium, and Low. Critical is stored as the ticket priority Urgent so it matches /priority.
Can I make the AI wait for more of the conversation? Yes. Choose First 3 messages or raise Wait before checking up to 5 minutes.
Will it change the priority again later in the ticket? Only when Change priorities staff set is on. Otherwise a ticket that already has a priority is left alone.
Where do I see the detected priority? On the ticket in the dashboard and, with Add a priority emoji to the channel name on, as the emoji at the start of the ticket channel name in Discord.
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