Flow: one conversation at a time

Working a busy inbox starts with a decision you make hundreds of times a day: which conversation do I take next? The easy ones get picked off, the hard ones sink to the bottom, and every so often two people open the same thread and duplicate the work. The choosing is the part that slows a team down.

Flow is now available in Herodesk.

Join a Flow, and reply to what’s in front of you

Instead of browsing the inbox, an agent joins a Flow and Herodesk hands them the next conversation to handle: one at a time, from a slim bar that stays out of the way. Reply, or skip, and the next one is already there. There is no list to scroll and no tab to lose track of; the attention goes on answering, not on picking.

Serving a conversation claims it, so two agents can never land on the same one. If someone goes idle, their claim times out and the conversation returns to the queue for a colleague. Nothing gets stuck on a stalled tab.

Managers set the order, the queue enforces it

A manager defines each Flow for a team with a condition builder (inbox, channel, status, tags, assignee, language, SLA state and dates) and an ordered priority list that decides what gets served first. The most urgent conversation is always next up, and everyone works the same fair order instead of their own.

Skips, cooldowns and a live count

Skipping is allowed, with optional reasons so it stays accountable, and a skip cooldown keeps a passed-over conversation from bouncing straight back. The Flow bar shows how many conversations are still waiting, updating in real time, and a Flow report breaks served, skipped and handled down per Flow, agent and reason, so you can see how the work is actually flowing.

Where to find it

Flow is part of the Got Your Back release. Managers set up Flows in settings; agents join one from the inbox.

Flow is available on Herodesk Pro. Read more on the Flow feature page.