Short answer
Each lead gets a queue score. Priority rules add (or subtract) points when a lead matches, such as never dialed, texted recently, a tag or a lead source. Five weights then add a lead score: fresh (40), in its best hours (30), rested since the last call (20), priority (10) and age (5). Higher scores are dialed first, after queue jumpers, minimums and cadence steps.
Settings → Queue priority is where you tell the dialer what "a good lead to call next" means for your business. It has two parts: priority rules and the weighted lead score. They add up to one number, the queue score.
Priority rules
A rule says *when a lead matches this, give it this many points*. Points can be negative, to push leads down. Time-based rules fade in or out over a window.
| Rule | Matches | Suggested points |
|---|---|---|
| Newest injected first | Leads pushed in live (webhook, API, workflow, GoHighLevel). Fades over 30 minutes. | 1,000 |
| Replied by text recently | The lead's last text came from them, within 24 hours | 400 |
| Never-dialed leads first | Nobody has called them in this campaign yet | 200 |
| My own leads first | Owned by the agent who's dialing | 100 |
| Newest created first | Brand-new leads, fading over 7 days | 50 |
| Oldest created first | Grows as the lead ages, full at 30 days | — |
| Highest priority score first | A workflow's "high" priority, then GoHighLevel tag rank | — |
| Match lead source | Lead source equals a value | 150 |
| Has tag | A DialerDay or GoHighLevel tag | 150 |
| Lead status is | A lead status | 150 |
| Contact field is set / equals | Any standard or custom field | 50 / 100 |
| Talked to us before | Someone picked up on an earlier call | 80 |
| Mobile numbers first | Line type is mobile | 30 |
Use recommended rules loads a sensible start: newest injected (1,000, 30-minute fade), texted recently (400), never dialed (200), my own leads (100) and newest created (50, 7-day fade).
Each campaign can follow the company's rules or have its own.
The weighted lead score
On top of the rules, five factors each add up to their weight:
| Factor | Default weight | Full points when… |
|---|---|---|
| Fresh | 40 | The lead has never been called |
| Best hours | 30 | It's inside the lead's optimal hours (9am–5pm their time, by default) |
| Rested | 20 | Enough time has passed since the last call (2 hours by default); grows until then |
| Priority | 10 | Workflow "high" priority, then GoHighLevel tag rank |
| Age | 5 | Brand new, fading to zero over 30 days |
Weights go from 0 to 100. Campaigns can switch the fresh, best-hours and rested factors on or off, or follow the company default.
A worked example
With the recommended rules and default weights, at 10am in each lead's own time. All four leads were added by import or webhook, so their priority factor is worth 5 points:
| Lead | Rule points | Lead score (fresh + hours + rested + priority + age) | Total |
|---|---|---|---|
| Posted by your form 6 minutes ago, never called | 800 (injected, 80% left) + 200 + 50 | 40 + 30 + 20 + 5 + 5 | 1,150 |
| 10 days old, texted you back last night, called yesterday | 400 | 0 + 30 + 20 + 5 + 3 | 458 |
| Imported yesterday, never called | 200 + 43 | 40 + 30 + 20 + 5 + 5 | 343 |
| 20 days old, called an hour ago, no answer | 0 | 0 + 30 + 10 + 5 + 2 | 47 |
Where the score sits in the order
The score sorts leads after queue jumpers, lead-owner order, owed minimums and cadence steps, and before tag rank and lead age. A huge rule boost can't push a lead above one that's owed its minimum calls. See the full dial order.
Preview before you save
The preview ranks a real campaign's due leads with your unsaved settings, and shows each lead's score parts and the rules it met. Nothing is dialed.