How do I set up priority message?

Priority messages allow you to create a list of important keywords. If you receive a message with these keywords, it will be marked as a priority message. You can filter your engagements to view only priority keywords so you can quickly respond to and/or delete these types of messages. Users often set up priority keywords to quickly view and respond to support and customer service messages.

1. Click on ‘Settings’ on the top right hand corner.
2. Click on the ‘Rules’ tab.
3. Click on the ‘Priority message’ side tab.
4. Click on the ‘Add Rules’
5. Enter a name to categorize this list of keywords. Sample names include ‘Support messages’, ‘Junk Messages’, ‘Positive messages’, ‘Profanities’.
6. Enter the important keywords under this category. For example, if you want to use to ensure support messages appear in the priority filter results, choose keywords such as ‘support’, ‘help’ etc.
7. To add the keyword you can:
• Click on the “Add” button OR simply press ‘Enter’ every time you type a keyword OR
• Type multiple keywords, separating them by a comma and space. Then click the “Add” button OR simply press ‘Enter’ when you want to add them. For example, ‘social, media, marketing’.
8. Click ‘Save List’.
9. Then click ‘Save’ at the bottom of the pop up.
10. Now click on the ‘Manage’ section.
11. Click on the ‘pencil’ icon next to the social account you want to enable the priority keywords for. It will expand.
12. Locate your message rules name next to the ‘Priority messages’ field.
13. Enable a message rule by clicking in the checkbox. You should see a tick once you enable the message rule. (You may select multiple message rules if you have more than one.)
14. If you want to enable the priority keywords for other social accounts, simply repeat steps 10 to 14 for the other social accounts.

Now when you receive a message for these accounts and they contain these priority keywords, the message will contain a red ‘!’ and the keyword in the message will be highlighted in yellow.

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