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Priority user segments are a way to give VIP and other high-value
contacts the prompt, efficient service they expect by placing them at the front
of the queue. When a consumer initiates a call or chat session,
CCAI Platform checks for a contact record in the CRM. If the contact is
marked as a Priority User, the consumer goes to the top of any queue they
select.
Feature details
When a call or chat session is initiated, CCAI Platform searches for a
matching contact record in your CRM. If a match exists, the contact record is
scanned for CRM fields. If the specified field matches a priority user segment,
the session becomes high priority and jumps toward the front of the queue. The
consumer is offered the same queue options as any other consumer, but no matter
which one they chose, their session will be marked high priority.
Other feature specifics
Once a priority segment is set up, contacts will be routed when
reaching out from any entry point or channel:
IVR, Mobile SDKs and Web SDKs
Call, chat, and SMS
Applies no matter what queue is selected
Works in combination with queue priority and Direct Access Points
Example use cases
Assign a VIP field that can be marked when a specific contact
requires special treatment
Use a "stage" field and whenever a customer is in "Onboarding"
they will be routed using priority segmentation
Use the "customer segment" field in your CRM and assign priority
segmentation to "platinum" account contacts
CRM configuration
The first step is to create a custom field in your CRM. Check
your CRM specific documentation on ow to create a custom field in your
CRM
Admin Config
From the CCAI Platform portal, use an administrator login to complete these steps:
Allow CRM access for user segment information.
Add a priority user segment.
Allowing CRM Access for user segment information
In the CCAI Platform portal, go to Settings > Operation Management.
Under CRM Access, mark the checkbox to allow CCAI Platform to
access the user segment information in your CRM.
Click Set General to save.
Adding a priority user segment
In the CCAI Platform portal, go to Settings > Operation Management >
Priority User Segments.
Click Add a user segment.
Click into the CRM Field and select from the available CRM
Fields. Selection options should include any that have been
created in your CRM (this is called the key in your CRM).
Enter the user segment CRM value created in your CRM. If the
selected value is "gold," when the field in your CRM shows
"gold" on the contact record, the caller will be prioritized over
other callers in the same queue.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003ePriority user segments allow VIP and high-value contacts to receive expedited service by placing them at the front of any queue they select, regardless of the entry point or channel.\u003c/p\u003e\n"],["\u003cp\u003eWhen a contact initiates a session, the CCAI Platform checks for a matching CRM record, and if a priority user segment is identified, the session is given high priority.\u003c/p\u003e\n"],["\u003cp\u003ePriority segmentation is versatile and can be based on various CRM fields, such as VIP status, onboarding stage, or specific customer segments like "platinum" accounts.\u003c/p\u003e\n"],["\u003cp\u003eSetting up priority user segments involves allowing CCAI Platform access to CRM data and then defining the specific CRM fields and corresponding values that trigger priority routing.\u003c/p\u003e\n"],["\u003cp\u003ePriority user segmentation works with IVR, mobile, and web SDKs, including call, chat, and SMS, in addition to queue priority and direct access points.\u003c/p\u003e\n"]]],[],null,["# Priority user segments are a way to give VIP and other high-value\ncontacts the prompt, efficient service they expect by placing them at the front\nof the queue. When a consumer initiates a call or chat session,\nCCAI Platform checks for a contact record in the CRM. If the contact is\nmarked as a Priority User, the consumer goes to the top of any queue they\nselect.\n\nFeature details\n---------------\n\nWhen a call or chat session is initiated, CCAI Platform searches for a\nmatching contact record in your CRM. If a match exists, the contact record is\nscanned for CRM fields. If the specified field matches a priority user segment,\nthe session becomes high priority and jumps toward the front of the queue. The\nconsumer is offered the same queue options as any other consumer, but no matter\nwhich one they chose, their session will be marked high priority.\n\n### Other feature specifics\n\n- Once a priority segment is set up, contacts will be routed when\n reaching out from any entry point or channel:\n\n - IVR, Mobile SDKs and Web SDKs\n\n - Call, chat, and SMS\n\n- Applies no matter what queue is selected\n\n- Works in combination with queue priority and Direct Access Points\n\n### Example use cases\n\n- Assign a VIP field that can be marked when a specific contact\n requires special treatment\n\n- Use a \"stage\" field and whenever a customer is in \"Onboarding\"\n they will be routed using priority segmentation\n\n- Use the \"customer segment\" field in your CRM and assign priority\n segmentation to \"platinum\" account contacts\n\nCRM configuration\n-----------------\n\nThe first step is to create a custom field in your CRM. Check\nyour CRM specific documentation on ow to create a custom field in your\nCRM\n\nAdmin Config\n------------\n\nFrom the CCAI Platform portal, use an administrator login to complete these steps:\n\n1. Allow CRM access for user segment information.\n\n2. Add a priority user segment.\n\n### Allowing CRM Access for user segment information\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management**.\n\n2. Under **CRM Access,** mark the checkbox to allow CCAI Platform to\n access the user segment information in your CRM.\n\n3. Click **Set General** to save.\n\n### Adding a priority user segment\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management** \\\u003e\n **Priority User Segments**.\n\n2. Click **Add a user segment**.\n\n3. Click into the CRM Field and select from the available **CRM\n Fields.** Selection options should include any that have been\n created in your CRM (this is called the key in your CRM).\n\n4. Enter the user segment **CRM value** created in your CRM. If the\n selected value is \"gold,\" when the field in your CRM shows\n \"gold\" on the contact record, the caller will be prioritized over\n other callers in the same queue.\n\n5. Click **Add** to save the priority user segment."]]
