New Feature to Forward Conversations

With our most recent update, you can now forward a conversation with a customer to an external recipient. This can be done regardless of which channel you’re communicating with the customer on. When forwarding, the conversation is formatted as an e-mail that’s sent to the recipient you choose.

You can forward conversations in two ways:

Manual forward

When a conversation is open, choose “More” and click “Forward”.

A window will appear that lets you choose the recipient (choose either an existing contact or an e-mail address), the subject line and a message that will be sent along with the conversation.

Rule-based forward

You can also choose to forward a conversation as an event in Rules.

For example, create a new rule like this:

WHEN a conversation is created IF the conversation subject contains “invoice” THEN forward the conversation to “billing@mydomain.dk” AND THEN close the conversation

This adds another dimension to the workflows you can automate with Herodesk.

The new forward function is available to all Herodesk customers. Rule-based forwarders require Herodesk plus.