---
title: "Set up email queue message priority"
slug: "vcc-set-up-email-queue-message-priority"
updated: 2026-07-23T10:07:36Z
published: 2026-07-23T10:07:36Z
canonical: "help.8x8.com/vcc-set-up-email-queue-message-priority"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set up email queue message priority

**8x8 Contact Center** administrators can set up custom priority for interactions in the queue based on the conditions they define. If an interaction meets the condition, it takes a higher or a lower priority than the default priority of the queue. To take advantage of this feature, you must use the **Local CRM**. Go to the Interactions tab in **8x8 Configuration Manager** to customize how the selected queue prioritizes specific types of interactions.

For example, AcmeJets has an email support queue with a default priority set to 2.

This queue handles support inquiries from all customers. To better serve its premium customers before others, AcmeJets can define a higher interaction priority for interactions from premium customers by setting a condition to determine the customer type. When an interaction meets the condition, the interaction priority overrides the default priority of the queue, allowing agents to serve the premium customers faster.

**To define custom priority for interactions:**

1. From the **Configuration Menu**, open **Queues/Skills**.
2. Find the email queue you wish to modify, and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_edit_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A38%3A10Z&se=2026-11-03T23%3A38%3A10Z&sr=c&sp=r&sig=%2F6agslW1fi0PcYOo2%2FoBXmGIUzl%2BXCfmD4t6y57gHso%3D).
3. Go to the **Interactions** tab. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cfgmgrqueuesemailinteractions01.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A38%3A10Z&se=2026-11-03T23%3A38%3A10Z&sr=c&sp=r&sig=%2F6agslW1fi0PcYOo2%2FoBXmGIUzl%2BXCfmD4t6y57gHso%3D)
4. Select a value for **Set Default Interaction Priority within the Queue**. The following table summarizes the options under **Queues/Skills > Outbound Phone > Interactions**:

| Interactions Tab Option | Description |
| --- | --- |
| Set default interaction priority within the queue | To customize the priority for specific types of interactions within this queue, choose a non-default priority level, then in the condition area, specify the conditions that receive the non-default priority. In the list, 1 equals the lowest default interaction priority, and 100 equals the highest interaction priority. |
| Add Interaction Rule | Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_plus_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A38%3A10Z&se=2026-11-03T23%3A38%3A10Z&sr=c&sp=r&sig=%2F6agslW1fi0PcYOo2%2FoBXmGIUzl%2BXCfmD4t6y57gHso%3D) to create an interaction priority rule. |
| If the value of the field | Choose a **Local CRM** field to enable the options available in the equals list such as Case: Priority. For details, refer to [Configure CRM Fields](/documentation/docs/vcc-configure-crm-fields). |
| equals | The values in this field varies based on what field you choose for **Local CRM**. For example, for Case: Priority in the CRM field, you can choose Low, Medium, or High. |
| Set interaction priority to | Choose a priority level for the interaction from 1 (lowest) to 100 (highest). |
| Enable priority routing rule | Select to enable the routing rule in your **8x8 Contact Center**. |
5. Define an interaction rule to specify a matching condition.
  1. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_plus_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A38%3A10Z&se=2026-11-03T23%3A38%3A10Z&sr=c&sp=r&sig=%2F6agslW1fi0PcYOo2%2FoBXmGIUzl%2BXCfmD4t6y57gHso%3D) or **Interaction Rule**.
  2. Select a CRM field for **If value of the field**, such as Case: Priority.
  3. Select a value for **equals**. For example, for Case: Priority in the CRM field, you can choose Low, Medium, or High.
  4. Choose a value for **Set interaction priority to** from 1 to 100. This number sets the priority of the interactions that match the rule. For example, a platinum support customer gets a high priority, such as 90.
  5. Select the **Enable priority routing rule** check box to activate the rule.
  6. Click **Add this Rule**. The interaction rule appears in the list.
6. Repeat the above procedure to add more rules.
7. Click **Save**.