feat: Add docs on priority (#403)

Co-authored-by: Pranav Raj S <pranav@chatwoot.com>

config/sidebar/product.js

@@ -129,6 +129,7 @@ module.exports = [
       "user-guide/features/automations",
       "product/features/macros",
       "user-guide/features/pre-chat-form",
+      "user-guide/features/priority",
       {
         type: "category",
         label: "Campaigns",
@@ -141,7 +142,8 @@ module.exports = [
         type: "category",
         label: "Help Center",
         items: [
-          "product/others/help-center", ,
+          "product/others/help-center",
+          ,
           "product/others/help-center/configure-ssl-for-help-center",
         ],
       },

docs/product.md

@@ -40,6 +40,7 @@ In this user guide, we’ve explained the features, capabilities, modes of opera
 - [Segments](/docs/user-guide/features/segments)
 - [Pre Chat Form](/docs/user-guide/features/pre-chat-form)
 - [Template Variables](/docs/user-guide/features/template-variables)
+- [Conversation Priority](/docs/user-guide/features/priority)
 
 ### Integration
 

docs/user-guide/conversation-workflow.md

@@ -43,21 +43,9 @@ Now let us look at how this message is captured in the Agent Dashboard.
 
 Go to the home screen of Chatwoot Agent Dashboard
 
-<div align="center">
-
-<img src={require('./images/howconversationhappens2.png').default} width="800" alt="Chatwoot Dashboard Home Screen" />
-
-</div>
-
-Click on Conversations. Then click on All. The conversation which the customer has initiated can be seen here.
-
-<div align="center">
-
-<img src={require('./images/howconversationhappens3.png').default} width="800" alt="Conversations Screen" />
-
-</div>
+<img src={require('./images/conversation-workflow/main-app.webp').default} alt="Chatwoot Dashboard Home Screen" />
 
-The details of the conversation open up in the right-hand side panel.
+Click on Conversations. Then click on All. The conversation which the customer has initiated can be seen here. The details of the conversation open up in the right-hand side panel.
 
 ### Assign Agent
 
@@ -66,7 +54,7 @@ Click on the drop-box below Assigned Agent and select the Agent name. You can ch
 
 <div align="center">
 
-<img src={require('./images/howconversationhappens5.png').default} width="800" alt="Assign Agent to Conversation Drop Down" />
+<img src={require('./images/conversation-workflow/assign-agent.webp').default} alt="Assign Agent to Conversation Drop Down" />
 
 </div>
 
@@ -76,7 +64,7 @@ Click on the drop-box below Assigned Team and select the team to which this conv
 
 <div align="center">
 
-<img src={require('./images/howconversationhappens6.png').default} width="800" alt="Assign Team to Conversation Drop Down " />
+<img src={require('./images/conversation-workflow/assign-team.webp').default} alt="Assign Team to Conversation Drop Down " />
 
 </div>
 
@@ -86,18 +74,22 @@ Click on Add Labels below Conversation Labels and select the category to which t
 
 <div align="center">
 
-<img src={require('./images/howconversationhappens7.png').default} width="800" alt="Assign Lable to Converesation Drop Down" />
+<img src={require('./images/conversation-workflow/add-remove-labels.webp').default} alt="Assign Lable to Converesation Drop Down" />
 
 </div>
 
-You can see in the below screenshot that all actions done by you are seen in the chat window in Agent Dashboard.
+### Assign Priority
+
+Click on the drop-box below Conversation Priority and select the priority of this conversation. You can read more about priority [here](/docs/user-guide/features/priority)
 
 <div align="center">
 
-<img src={require('./images/howconversationhappens4.png').default} width="800" alt="Actions done are recorded Chat screen" />
+<img src={require('./images/conversation-workflow/set-priority.webp').default} alt="Actions done are recorded Chat screen" />
 
 </div>
 
+You can see in the screenshot that all actions done by you are seen in the chat window in Agent Dashboard.
+
 ### Reply for the Conversation
 
 You can reply to the customer's conversation by typing in the Reply area. Shift+enter will enable you to start typing in a new line.

docs/user-guide/features/priority.md

@@ -0,0 +1,54 @@
+---
+sidebar_label: "Priority"
+title: "Assigning a priority"
+---
+
+Prioritizing conversations is essential for managing your workload effectively, ensuring that you address urgent issues promptly while still handling less critical matters efficiently. Chatwoot's priority feature allows you to assign a priority level to each conversation, making it easy to identify which conversations require immediate attention and which ones can wait.
+
+There are four options available to you:
+
+- Low
+- Medium
+- High
+- Urgent
+
+You can quickly assign a priority to each conversation based on its importance and urgency.
+
+## Setting a priority
+
+You can assign a priority from the sidebar, just like you assign teams and labels, see the screenshot below for the steps.
+
+<img src={require('./images/priority/priority.png').default} alt="A screenshot with numbered steps showing how to assign a priority" />
+
+Once assigned you can see the priority in the conversation list, as well as an activity in your conversation area as shown below
+
+<img src={require('./images/priority/priority-done.png').default} alt="A screenshot highlighting how priority is visible in the Chatwoot UI" />
+
+You can also set the priority from the context menu, just right click on the conversation and set the priority.
+
+<img src={require('./images/priority/context-menu-priority.png').default} alt="A screenshot show how priority can be assigned from the context menu" />
+
+You can also set the priority from the command palette. Open the command palette using CMD + K or Ctrl + K and type "Assign priority" and hit enter. You will find the list of options, select the one that is most relevant and hit enter again.
+
+<img src={require('./images/priority/cmd-k-priority.png').default} alt="A screenshot show how priority can be assigned using the command palette" />
+
+:::tip
+### How to make the most out of the feature?
+
+1. Use the "Urgent" priority judiciously. It should be assigned to the most pressing issues where it is supposed to be handled over everything else.
+
+2. Use automation rules to assign priority based on conditions. For example, you can automatically mark any conversation as urgent if an email subject contains the word security
+:::tip
+## FAQs
+
+#### Do you support custom priorities?
+
+Chatwoot does not allow for customized or overly specific priorities. We intentionally designed it this way to avoid the pitfalls of excessive complexity, which can make it more challenging to establish priorities effectively and ultimately lead to lesser or no extra value over the current system. The best workaround this is to use labels or custom attributes.
+
+#### Does conversation priority work with automation rules?
+
+Yes, it is possible to assign a priority via automation rules, a priority change condition also exists on the automation rules.
+
+#### Can I create a macro with priority?
+
+Yes, just create a new one or edit an existing macro, and add the step "Change Priority" and save it.