New Feature to Forward Conversations
Forward a Herodesk conversation to someone outside your team when you need their help. Share the relevant customer exchange directly from the helpdesk inbox.
- Automation
- Platform
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.
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Ken Primby
CEO · Pluspige
From a Herodesk customer
4 to 6
hours saved on cleanup after live sales
Read the customer story“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”