With Priority Inbox, you can order conversations according to longest wait time for the customer.
In a regular Inbox, conversations are lined up as and when received. In Priority Inbox, the conversations are prioritized based on “all conversations”, “first response due”, and “response due”.
A team member can switch between the regular Inbox and Priority Inbox based on their liking and convenience. To enable Priority Inbox, a team member has to use the toggle switch located above the list of conversations.