Starter Prompts for Service Copilot Auto-Prioritization

Stephen Boss Updated by Stephen Boss

Copilot Auto-Prioritization is currently in Preview.
To request this feature, contact us at help.getthread.com and tell us that you want Auto-Prioritization enabled in your Thread workspace.

Auto-Prioritization is one of our CoPilot features that will set an incoming threads priority based on conditions that you can set in the admin panel.

You can train Service CoPilot to prioritize your requests according your impact/urgency matrix and SLAs. You do this by configuring prompts in the Thread admin panel.

Below are some prompts that we've found work really well for most Partners. Feel free to start with these and modify to match your impact/urgency matrix and SLAs.

Priority 1 - Emergency Response

Something is broken for entire company or office, not just a single user or department, then it is a {this_priority}.
If the word Ransomware or Crypto is mentioned, then it is a {this_priority}.
If an entire company can’t work, then it is a {this_priority}.
This priority has a 15 min response and 1 hour resolution.

Priority 2 - Quick Response

Something is broken for multiple people or a whole department , but not entire company or office, then it is a {this_priority}.
If a person is blocked from doing their work, then it is a {this_priority}.
If person is getting terminated today, then it is a {this_priority}.
If person is getting onboarded today, then it is a {this_priority}.
Any word that suggests a sense of urgency or frustration or wrong doing, then it is a {this_priority}.
The exchange server is frozen.

This priority has a 1 hour response and a 8 hour resolution.

Priority 3 - Normal Response

Something a user already has an is not working, like hardware or software, and it affects a single user, then it is a {this_priority}.
If VIP increase Priority to Priority 2.
This priority has a 4 hour response and 2 business day resolution.

Priority 4 - Scheduled Maintenance

Something a user already has an is not working, like hardware or software, and it affects a single user, then it is a {this_priority}.
If VIP increase Priority to Priority 2.
This priority has a 4 hour response and 2 business day resolution.

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How to set-up Service Copilot Auto-Prioritization

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