--- title: "Set Up Priority Boost Scenarios for People Match" slug: "set-up-priority-boost-scenarios-for-people-match" description: "Create scenarios that allow you to prioritize matching the right Customers — using boosts — to the next available Agent. Learn more in Gladly Help Docs.a" updated: 2026-05-07T15:27:30Z published: 2026-05-07T15:27:30Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Set Up Priority Boost Scenarios for People Match | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | Create scenarios that allow you to prioritize matching the right Customers — using boosts — to the next available Agent. ## Before you start Before you add scenarios, we recommend that you first review the following: - Remember that the number of scenarios a Customer matches and its [boost size score](https://help.gladly.com/docs/what-is-people-match/#boost-scorespoints) determine who is routed first to the next available Agent. - Review [What is People Match](https://help.gladly.com/docs/what-is-people-match). - Review the types of [Conditions](https://help.gladly.com/docs/conditions-and-qualifiers-for-people-match) you can use as a boost. - Remember to click**Enable Changes**to apply any changes you make to a boost. - Boosted emails route ahead of Tasks. When creating a Priority Boost, consider whether the Conditions are narrow enough to target a subset of email traffic in the inbox or broad enough to match most of it. If the Conditions match most Conversations (for example, using only an Inbox condition with no additional filters), Tasks in those Inboxes may not route in a timely manner. - **Tip –**Ask yourself whether every Conversation in the targeted Inbox would match the boost's Conditions. If yes, add at least one narrowing Condition to ensure the boost targets the Conversations that genuinely need prioritization. See [Design Boosts That Don't Block Task Routing](/product-docs/docs/design-boosts-that-dont-block-task-routing) for detailed guidance and common pitfalls. ### Prepare to use People Match Think through scenarios where you'd want to prioritize Customers. Ask yourself questions like: - What Customer scenarios do we have today where People Match can create a positive impact? - Do we have the correct data (e.g., attributes, text detection, etc.) to help identify these Customers and build scenarios around them? We suggest you review existing custom attributes you have to understand what scenarios you can build off. > [!NOTE] > Boost scores are additive > > You don't have to cram every condition on a single boost as all criteria in a boost must be met for a boost to apply. If it makes sense, create separate boosts to make multiple Conditions and apply the appropriate Boost Size. For example, instead of having *Channel* and *Skills*[Conditions](https://help.gladly.com/docs/conditions-and-qualifiers-for-people-match) on the same boost, consider creating separate boosts instead to apply a higher Boost Size on one Condition over the other. > [!CAUTION] > Use “Very Large” boosts sparingly > > Your content goes here ## Add scenarios as Priority Boosts 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen. 2. Click **Settings**. 3. Under the **Orchestration** category, click **People Match**. The People Match page will show you a list of match scenarios you currently have. - If you're setting up People Match for the first time, you'll see a couple of out-of-the-box scenarios already in place. You can edit these scenarios or create your own and enable them when you're ready. 4. Click **Add Priority Boost**. 5. From the Add Priority Boost screen, enter the following information: - **Name –**Enter a name that describes the reason for this boost. - When matched, this name will be shown to Agents and will also be used in Liveboards and reporting. We recommend a short, clear name that will be understood by Agents and Managers alike. - **Criteria –** Select the desired Condition(s) for the scenario. For example, to boost chat Customers that are due in 15 minutes, you can use [Channel] *is* [Chat] *and* [Due Date is] [Due in] 15 minutes. ![Settings for adding a priority boost based on chat channel and due date.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add_boost_priority.png) - Click **+ Add Condition** to insert another Condition. Together, *Conditions* are evaluated as logical *and* statements. - See[List of Criteria Available for People Match](https://help.gladly.com/docs/conditions-and-qualifiers-for-people-match) for a list of all available Conditions. - **Boost Size –** Select a boost size option for Customers who match the scenario: Small, Medium, Large, Very Large. - See [How Customers are prioritized with People Match](https://help.gladly.com/docs/what-is-people-match/#how-customers-are-prioritized-with-people-match) to learn about Boost Size priority. 6. Click **Save Priority Boost**, and you'll be taken back to the People Match page. You'll notice that your new Priority Boost is displayed in the list along with "Change made" under the Notes column. - Every time a scenario is added, edited, archived, or unarchived, "Change made" appears in the Notes column, indicating a change was made but hasn't been applied/enabled. ![Table showing boost sizes, last modified dates, and notes for various entries.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Change-Made_People_Match.png) 7. **Important!** Click Enable Changes to apply your updates. ![Interface showing People Match with options to enable changes and add priority boost.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Enable-changes-people-match.png) - You must always **Enable Changes** every time a boost is updated. - Enable Changes is not clickable (gray state) if there are no changes that need to be applied. Your changes may not apply immediately. Wait at least a minute before making new edits and enabling additional changes. > [!NOTE] > **Don't forget to click 'Enable Changes'** > > Updates to boosts are not applied until you click "Enable Changes." ## Related - [Time-Based Priority Boosts (Wait Time and Due Date)](/time-based-priority-boosts-wait-time-and-due-date.md)