If you have an urgent request from the concierge it means it is time for you to claim the conversation and start communicating with the lead.
These will be delivered as a text and an email. A note about why you received the request will show up in the lead's timeline and in the inbox. Leads will not see the urgent requests, they are between you and the concierge.
Timeline Urgent Requests:
Inbox Urgent Requests (Leads will not see these):