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Urgency is the priority signal for a conversation. It tells ProVision and your team how quickly the work should be handled, independent of where the conversation is in the lifecycle. Status answers “what state is this conversation in?” Urgency answers “how important is it?” An urgent conversation can still be open, snoozed, or solved; the urgency describes priority, not workflow state. For exact request and response schemas, see Get conversation details and Update conversation in the API Reference.

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Urgency values

ProVision ships these platform default urgency levels:
UrgencyBusiness meaning
lowLower-priority work that can wait behind normal active conversations.
normalStandard priority. New conversations default to this urgency.
urgentHigh-priority work that should be handled ahead of normal conversations.
life_safetyHighest-priority work involving life-safety or immediate safety concerns.
Use urgency when your integration needs to sort work, escalate notifications, or decide which conversations should be shown first. Do not use urgency as a replacement for status: a low-urgency conversation can still be open work, and a life-safety conversation can still move through the same status lifecycle as any other conversation.

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Working with urgency in the API

  • Read urgency from Get conversation details.
  • Update urgency with Update conversation when your API key has conversation:write.
  • Treat the string values as stable ids for the platform defaults.
  • Keep business rules for urgency separate from status rules. For example, changing urgency should not imply that a conversation has been solved, closed, or reopened.