Priority Detection
Set up Priority Detection so new tickets get a Low, Medium, High, or Urgent priority and a priority emoji in the channel name
Priority Detection 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.
Priority Detection is available on Pro and Enterprise. It needs Enable AI Features on the General tab. The dashboard estimates about 700 tokens per analysis. Upgrade your plan
Setup
Open the Conversation tab
Go to Dashboard → Bots → your bot → Servers → the server → AI & Knowledge → AI Features → Conversation and find Smart Priority Detection.
Enable it
Click Edit and switch on Enable Priority Detection.
Choose timing and confidence
Pick a Timing Mode, an Analysis Delay, and a Confidence Threshold. The defaults (Smart Detection, 30 seconds, 70%) suit most servers.
Choose the automatic actions
Leave Update Channel Name and Log Priority Alerts on. Turn on Override Manual Priorities only if you want the AI to replace priorities staff set by hand.
Save
Click Save All.
Settings
| Setting | Values | Default | What it does |
|---|---|---|---|
| Enable Priority Detection | On, Off | Off | Master switch for this feature |
| Timing Mode | First Message, First Three Messages, Smart Detection (Recommended) | Smart Detection | First Message analyses right after the first customer message. First Three Messages waits for up to three messages or the timeout. Smart Detection picks its moment from urgency keywords and how much has been written |
| Analysis Delay | Immediate to 5 minutes (0 to 300 seconds, in steps of 15) | 30 seconds | How long to wait after the last message before analysing. The bot always waits at least 30 seconds so rapid follow-ups are included |
| Confidence Threshold | Liberal (10%) to Conservative (100%) | 70% | Minimum confidence before a priority is set. Higher is more conservative |
| Update Channel Name | On, Off | On | Adds the priority emoji to the ticket channel name |
| Log Priority Alerts | On, Off | On | Posts the detection card to the logs channel for High and Urgent tickets. No one is pinged |
| Override Manual Priorities | On, Off | Off | Lets the AI change a priority a staff member set with /priority |
Priority levels
| Priority | Emoji | What the AI puts here |
|---|---|---|
| Urgent | 🔴 | System outages, security issues, revenue-affecting problems. The AI calls this level "Critical" in its analysis |
| High | 🟠 | Blocking issues preventing work, important feature failures |
| Medium | 🟡 | Non-blocking bugs, feature requests with workarounds |
| Low | 🟢 | General questions, minor issues, documentation requests |
What happens
- A customer opens a ticket or sends a message.
- The bot waits for the Analysis Delay (at least 30 seconds) and gathers the messages allowed by the Timing Mode.
- The AI assigns a priority with a confidence score. Below the Confidence Threshold, nothing changes.
- With Update 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 Log Priority Alerts 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 Override Manual Priorities 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.
- Priority Detection does not move tickets or ping roles. Combine it with Auto-Route for routing and Tone Detection for alerts.
Limits and gotchas
The Analysis Delay slider goes down to Immediate, 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 the Confidence Threshold is high | Check both switches, the plan, and lower the threshold toward 50% |
| Priority is recorded but the channel name does not change | Update 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, Log Priority Alerts is off, or no logs channel is configured | Only High and Urgent are posted. Turn the setting on and run /setup to set a logs channel |
| The AI overwrote a priority staff chose | Override Manual Priorities is on | Turn it off |
| Everything is marked Urgent | The Confidence Threshold 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 card shows a Pro+ pill and cannot be edited.
Does the AI ping anyone? No. Log Priority Alerts posts a card to the logs channel without mentions. Use Tone Detection 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 Three Messages or raise the Analysis Delay up to 5 minutes.
Will it change the priority again later in the ticket? Only when Override Manual Priorities 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 Update Channel Name on, as the emoji at the start of the ticket channel name in Discord.
Join our Discord server for support
Was this page helpful?
Last updated on