Prioritization by Conversation Type

Feature Request: Dynamic Rep Prioritization by Conversation Type
Problem:
When conversation volume spikes for a specific conversation type, reps who are capable of handling that type currently need to manually pull conversations or actively monitor queues to help with the overflow.
Requested Feature:
Allow reps to be assigned a primary and secondary priority for specific conversation types. When volume exceeds a certain threshold in a queue, Intercom could automatically route overflow conversations to reps who have that conversation type as a secondary priority.
Example:
A rep’s primary assignment is Payroll Support Chats, but their secondary priority is Payroll Support Phones. If Payroll Support Phones volume spikes and exceeds the available capacity of the primary Payroll Support  Phones team, Intercom could automatically route some of those conversations to another rep if they are available rather than requiring someone to manually redistribute the workload.
Expected Benefit:
This would provide more dynamic workload balancing, reduce the need for managers to monitor queues, and make it easier to leverage available rep capacity during unexpected volume spikes.
Ideally, this could work alongside existing assignment rules and allow teams to define priority levels, eligible conversation types, and/or capacity limits for each rep.